FAQ
NBS Cash & Carry is a new service online platform from NBS CASH & CARRY SDN.BHD. This service is to ease you to search and order a wide range of products from our physical store and have them delivered directly to your door at a short amount of time.
At NBS Cash & Carry, customers can shop for their daily needs with just a few clicks. Get your household essentials with the convenience of home delivery 7 days a week.
We offer you low prices like in store and many promotions so that the major benefits of shopping in NBS Cash & Carry are available to everyone with an access to the Internet.
Got NBS Cash & Carry incard member? Earn points when u shop in NBS Cash & Carry Apps!
2. What kind of products do you sell?
At NBS Cash & Carry,you can choose from over thousands of products spread across various categories as below:
· FRESH VEGETABLES
· FRESH FRUITS
· DRY FOOD GROCERIES
· FROZEN FOOD
· SNACKS & BISCUITS
· DAILY NECESSARIES
· BAKERY, JAM & SPREAD
· Drinks
Vegeterian
If you have any suggestions for new products or new features that you would like to see on our website, please do not hesitate to inform us via Live Chat, write to us via nbsccsb8599@gmail.com, or call us at +6011-16329472.
3. Which cities and locations do you operate in?
NBS Cash & Carry currently operates in major locations in Johor which are located in all of our outlets:
· NBS Cash & Carry Sdn.Bhd
To register, simply click on the Register button on the top right corner and proceed to enter your details. Otherwise, you can always browse the item first and register during the checkout process. Please ensure your delivery address is under our covered areas by checking your postcode using the 'Change Area' button on the top left corner of the website.
2. What if I forgot my password?
Go to the Login page and click on Forgot Password. Please enter your email address in the field provided. An email with a link to reset your password will be sent to the email address shortly after.
3. How do I update the information on My Account?
All your personal details are kept under your account settings. To edit your existing details (eg. address or mobile no.), simply sign in and click on My Account (at the top right-hand corner of the page). Your personal details will be detailed there, just type in your new details and click Confirm.
4. How do I change my address?
Select My Account on the website and all your personal details will be displayed. Type your new address and click Confirm. Please be noted that you can’t change your address when your delivery is already due. You will need to wait until the order has been delivered before changing it. If you really need to change the delivery address, please contact our Customer Service and we will gladly assist you.
I’m having difficulties accessing the website. What should I do?
In order to enjoy the best experience while shopping at **www.nbsfreshmart.com.my**, please ensure that you have a working internet connection and are using one of the following supported browsers:
- Google Chrome
- Mozilla Firefox
- Safari
- Internet Explorer 9 or above
From time to time, we might schedule planned/unplanned routine maintenance on our systems to deliver the best performance for you. You will be informed if you attempt to access the site and mobile app during these times.
I am having difficulties to access/download your app from the App Store/Play Store. What should I do?
Our app is currently limited to the Malaysian region in the App Store/Play Store. If you are having difficulties to download or access our app from the store, we suggest that you try to change the region/country settings of your Play Store/App Store to Malaysia or access our website on your mobile or desktop browser for a smoother shopping experience.
1. Can I shop on my mobile phone?
Absolutely! You can shop on your mobile phone or tablet by downloading the NBS Cash & Carry apps.
2. What if I use different devices every time I shop on NBS Cash & Carry App?
You can shop on any devices you want. As long as you are using the same account across all your devices, your carts, addresses and payment method will be automatically synced across all of them. You can also visit **www.nbsfreshmart. com.my** on your mobile browser to shop on the go. You just need to sign in to your account to get all your past activities across your devices synced.
3. How do I know I’m using the latest available version?
For the best mobile app experience, we recommend you to enable automatic updates so you won’t miss the latest updates for a seamless shopping spree experience. However, if you prefer to manually update, do check on your App Store or Play Store regularly for the latest version of the NBS Cash & Carry apps.
1. I am a first timer. How do I make an order?
You have two options to choose from:
First option:-
NBS Cash & Carry website/mobile app → Check your delivery coverage → Register your details → Shop your groceries → Choose a time slot → Review, Payment and Checkout
Second option:-
NBS Cash & Carry website/mobile app → Check your delivery coverage → Shop your groceries → Choose a time slot → Register your details → Review, Payment and Checkout.
2. Can I add to, amend or cancel my order?
For addition, kindly make another new order as once order and payment has already been made, no addition is possible.
For amendment, after payment has been made, your order no longer can be amended.
For cancellation, kindly contact our Customer Service to check the status of your order.
Once order is out for delivery, no cancellation can be done.
Cancellation can only be done for orders before delivery.
Any changes should be done one (1) day prior to scheduled delivery time.
3. How do I reschedule my order?
Kindly contact our Customer Service to change your delivery slot and please be noted it must be done three (3) hours prior to scheduled delivery time.
If amendment is possible, customer will be requested to change their time slot to the desired time slot
Amendment is only allowed before the arrangement for riders pick up is done.
4. How do I know my order is confirmed?
Once you check out your order, you’ll receive a confirmation email of your orders. You will see the details of your products, quantities and estimated prices relating to your order.
5. How are out of stock items handled?
Products which are currently not available will be displayed as “Out of Stock” and customers cannot add the item to the shopping cart.
For your information, we use our outlet as a fulfilment base for every online order. Therefore, some products that are available during your online order may be out of stock during fulfilment, as it might be purchased by walk-in customers. Our Customer Service Representatives will contact you to inform you about the items that are out of stock and get further directions. You may opt for any substitute suggested by the Customer Service Representative or you can choose to cancel the item out of your order. Your total amount will be recalculated after.
If customers are unable to be contacted, we’ll hold your order and wait for your response until 30 minutes prior to delivery time, before we automatically cancel the “Out of Stock” products and proceed with the remaining items on your order.
Yes, you can order in bulk based on our terms and conditions. If have any additional charges, our customer service will inform you.
7. How do you pick and pack my order?
At NBS Fresh Mart, your satisfaction is our priority. We have a number of dedicated pickers that are trained to pick only the freshest produce and high-quality goods as if they are shopping for themselves. On top of that, they will choose products with the furthest best before dates, so you don't have to worry about receiving expired items. You can also include specific requests as a remark in your order if you require specific items in a specific condition. (e.g.: Medium-sized cabbage please).
Our team has also been trained to separate food items from non-food items, light and heavy items, as well as chilled and frozen items. This is all to ensure you will receive your items in pristine condition
8. How do I check the status of my order?
You can check your order status via our real-time update on our NBS Fresh Mart applications. Meanwhile, an email notification will also be sent out once order is received and being processed, and out for delivery. You can also check your order status by calling our Customer Service Representatives through our outlet PIC mobile numbers.
9. How do I report a problem with my order?
If you encounter any problem while ordering/after receiving your order, you can report the issue on our app using the live chat function or you can contact us at Nbsccsb8599@gmail.com or at toll free number +601116329472. Our Customer Service Representatives are always ready to help you. We value your feedback highly and we will definitely do everything we can to resolve your issue.
1. What are your delivery hours?
Our normal delivery is available every day, from 10 a.m. to 5 p.m except for bulk We also deliver on Public Holiday.
2. How much is the delivery cost?
Our standard delivery charge is RM 8 for the Kulaijaya area. RM10 delivery fee is charged for Senai/Johor Bahru area. If your order requires an extra charges our Customer Service Representatives will inform you.
3. How soon can I receive the order?
Orders received will be processed and delivered to your door step within 2 days if you make order before 12.00pm. Example: Order on 1/1/2021, it may be delivered on 1/1/2021 – 2/1/2021)
Orders received will be processed and delivered to your door step within 3 days if you make order after 12.00pm. Example: Order on 1/1/2021, it may be delivered on 1/1/2021 – 3/1/2021)
4. What is the minimum order for delivery?
There is no minimum order for delivery.
5. Do you accept Cash-On-Delivery (COD)?
Yes, you can make payment via cash upon receiving your order. We also accept credit/debit card on site via ipay88/TNG/Boost device. Our riders are well trained to handle all of the payment methods.
We have our own fleet of speedy “Riders” that will deliver your order right to your doorstep with a smile. Rest assured that your order will be handled with care by our trained pickers and riders.
Currently, we cover Johor area only.
8. What if I'm not home when my delivery arrives?
In such cases, our rider will place the goods in front of the destination and send clear photos to customer if you are not at home. If there is no one at home to receive the delivery, you can inform our Customer Service Representative at nbsccsb8599@gmail.com or call us at office cell phone number +6011-16329472 +6012-7628599 to reschedule the delivery time.
Our Customer Service Representative will contact you to reschedule the date and time of next delivery.
9. Can my family member or a representative receive my items on my behalf?
Yes, your family or representative may receive your items on your behalf.
10. What if my delivery is late?
There may be changes/delays to delivery, subject to weather conditions, order amount, rider availability and etc. For that reason, our Customer Service Representatives will call and inform you of any delay as soon as we can.
11. Can I self-collect my order?
Yes, you can self-collect your order at our outlet choose by you.
1. Is it safe to use my Credit Card?
ü Yes, definitely. We guarantee that every transaction you make at **http://www.nbsfreshmart.com.my** is 100% safe. You are protected from any unauthorised charges (usage without the consent of the account holder) made to your card while shopping at **http:// www.nbsfreshmart.com.my.**
As a fraud-preventive measure, we will send you a confirmation email once your order is confirmed. If you receive a confirmation email for a transaction you didn't approve, please contact your bank directly to raise this issue and they will then liaise with us on your behalf.
2. Can I use credit card for Cash on Delivery (COD) method?
At the moment, we do not have this type of payment method for Cash on Delivery.
1. What should I do if the goods received are not as per my order?
For any wrong/damaged/faulty products that are caused by our party, you can choose to not receive the goods. We will replace the said product for you within 3 days.
If the image or description shown on our website is wrong, you can report it to us at nbsmarketing8599@gmail.com. We have the rights to change, modify, or cancel the product from your order without prior notice.
2. What should I do if the goods received are not in good condition?
You can choose to reject the particular product. **We will deduct the price of the product from the total amount you paid and we will refund the money back to your NBS Wallet for future use. **
3. How do I get replacement or substitution for my wrong order/products?
Our customer service will liaise with you regarding any issues with your order. In any case that we cannot replace your product, we will deduct it from the total amount you paid. If the payment is made online, **we will refund back into your NBS Wallet for future use**. We apologize for any inconvenience caused.
4. How about the quality of the chilled product that I ordered?
All chilled product will be delivered using a white cooler box to maintain the temperature and freshness.
5. What if products I received as not as per image shown on the website?
All photos on the website are for illustration purpose only. The packaging of the products may change due to festive seasons or promotional offers. Nbs Cash & Carry reserves the right to change/modify/cancel the packaging or the descriptions of the products without prior notice. However, you can choose to not receive the goods that are not as per your order. We will deduct the amount and only charge you for the products you purchase.
1. What if I find an item that is priced incorrectly or unfairly?
If you notice an item that you believe is priced incorrectly or unfairly, please let us know at nbsmarketing8599@gmail.com. You can choose to not receive the goods that are not as per your order. We will deduct the amount and only charge you for the products you purchase. On very rare occasions, the price of some products might change due to unforeseen circumstances. We reserve the right to change to correct price or to cancel ordered items that are priced
Upon payment, you’ll see on the website and mobile app we show the total to be paid as the guide price. This is because we cannot guarantee that it will be the final price due to the following reasons:
- Between placing an order and having it delivered there may be new promotions or other price changes on the products in your order.
- Loose produce (for example, fruit and vegetable) is charged by weight so it is chosen by the quantity of produce - the price can vary as the weight of the product does.
- Pre-packed, weighing items like meat, poultry and cheese may also result in a slight variation in price - the price can vary as the weight of the product does. If the products you order aren't available, we'll try to offer you a substitute.
Our Customer Service Representatives will update you about the substituted product. In any case, you may accept or reject the sub or opt for other substitute product (e.g other brands, closest product type, other flavour and etc.).
3. Is rounding amount applicable when I purchase via Nbs Cash & Carry mobile Apps and online platform?
Yes. We follow the same procedure as our physical store.
1. What is your return policy?
If there are items that you deem unsatisfactory from your online order, we are happy to assist you with your complaints, returns or refunds. You can submit your complaint along with photo proof to us via email (nbsccsb8599@gmail.com) or live chat within 1,2 days upon receiving your order or you may bring the item along with the proof of purchase to the nearest online fulfilment outlet in the following list within 1,2 days to be eligible for a replacement or refund:
· NBS Cash & Carry SDN BHD
For items that are broken, spoiled, ruined, expired, our return policy is subject to the following terms and conditions:
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- Food items are to be returned within their use-by date.
- We do not accept certain products that have been unsealed or used due to health and hygiene reasons (such as toothbrush or soap).
- This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable.
Please be aware that some products have different return time limits and exceptions.
2. What is your refund process?
For refunds, we will process your refund within 2 business days. After your refund is processed, the refund will reflect in your next business day.
3. How do I cancel my order after I made payment?
If you have a change of mind, please contact our Customer Service Representative to cancel the order 1 day before the delivery. **We’ll refund your money back into your NBS Wallet. **
Nbs Cash & Carry Online Voucher Terms and Conditions
- The following terms and conditions apply to the redemption and use of Nbs Cash & Carry Online promotional vouchers, voucher codes, promotional codes, discount codes, and etc. ("Vouchers").
- Vouchers are only valid for use on Nbs Cash & Carry website, mobile website or mobile applications (Android & iOS).**
- Only registered Nbs Cash & Carry incard member customers may redeem the voucher.
- Each voucher can only be redeemed once and you can only use one voucher per transaction.
- Vouchers are non-refundable and cannot be exchanged for cash.
- All vouchers have an expiration date. If left unused, the voucher will expire on the date indicated. Each voucher is valid for a limited time as specified for the campaign or as shown on the voucher. The offer ends at 11:59 pm (GMT) on the date specified, or as indicated by Nbs Cash & Carry voucher, or if all available voucher has been redeemed, whichever comes first.
- When using your vouchers, if you placed an order that is worth less than your voucher amount, the difference will not be refunded to you and if you placed an order that is worth more than your voucher, you may pay for the difference using Visa or MasterCard or cash during COD. The same applies if the item you ordered is out of stock/replaced. For online
- Nbs Cash & Carry reserves the right to cancel or modify any order, or annul the use of vouchers for any reason, including:
o suspicious or fraudulent purchasing activity or voucher use;
o voucher abuse, including the use of one or more voucher(s) on multiple accounts or multiple checkout attempts associated with the same customer or group of customers; or
o voucher used in bad faith (including using vouchers purchased from third parties or use of vouchers by customers purchasing products for the purpose of re-selling).
o
- Nbs Cash & Carry will not be liable and/or be required to offer replacement vouchers, discounts, credits, cash or otherwise compensate customers for:
o discontinued or canceled or expired vouchers; or
o improper use of a voucher
- Nbs Cash & Carry reserves the right to change these terms & conditions or cancel any promotions at any time and without prior notice.
- By redeeming any Nbs Cash & Carry voucher, you acknowledge that you have read, understand and accepted our Online Voucher Terms & Conditions.
