GIANT ONLINE FREQUENTLY ASKED QUESTIONS

The frequently asked questions answers and/or give you step-by-step instructions on how to shop at Giant Online. Click on the following to find out more.
Getting Started
1. How do I register?
2. How do I update my delivery address or change my password?
3. Forget my password
4. Terms and Conditions
5. Privacy Policy
Orders & Payment
1. How do I place my order?
2. How to save items to my Personal Shopping List?
3. What is the minimum order value?
4. How do I confirm my order?
5. Can I change, cancel or add items to my order?
6. What are the accepted modes of payment?
7. When will my credit card be charge?
Products
1. How do I find the products?
2. Storage and delivery of products
3. What if a product I ordered is out of stock?
4. ID check for Alcohol deliveries
Delivery Information
1. When are your delivery timings?
2. To which locations does Giant Online deliver?
3. What is the delivery fee?
4. What if I am not at home to receive the delivery?
5. Can I change/amend my delivery address after I've placed my order?
Technical
1. Why I can't access the website?
2. Why I can't log in?
The frequently asked questions answers and/or give you step-by-step instructions on how to shop at Giant Online. Click on the following to find out more.
Getting Started
1. How do I register?
  1. At our homepage, click "Register". You can choose to register either a Residential or Corporate Account. Alternatively, you may choose not to register an Account and do a Guest Checkout.
  2. Fill in the registration form accurately & click on the Register at the bottom of the page.
  3. If any information is missing or incorrect, an error message will be displayed at the top. Correct the error and click on Register again.
  4. Upon successful registration, you may then log in to your account & start shopping!
2. How do I update my delivery address or change my password?
  • Once you've signed up, you can click on registered name at the top of the home page. Here, you can edit your account information then click "Save" to update
  • To change password, select "Change Password" then key in your new password and click on "Change Password"
3. Forget my password
  • Select "Forget Password" then key in your email address
  • Click "Recover"
  • An email will be send to your email address with instruction to assist you to recover your password
4. Terms and Conditions
Please refer to Terms and Conditions.

5. Privacy Policy
Please refer to Privacy Policy

Orders & Payment
1. How do I place my order?
  • Go to https://giantonline.com.sg/
  • Click "Log In" on top of the website
  • Fill in your email address and password then click "Log In"
  • Select the products that you want, choose the quantity and click "Add to Cart". You may also adjust the quantity before click on "Add to Cart" or upon checkout
  • After selecting all items, mouse over to the shopping cart on your top right corner and click on "Go to Cart" to view your selection and amount. Once you have checked the items and amount are correct, click on "Checkout"
  • Alternatively, you can select "Checkout" to proceed direct to the payment page.
  • Select your Delivery Address, Delivery Date & Time and Mode of Payment then click "Confirm"
  • You will receive an order confirmation shortly via your registered email.
2. How to save items to my Personal Shopping List?
  • You can add items into your Personal Shopping List by clicking the "Add To My Shopping List" button below the product description.
  • To view your Shopping list, please click on "Shopping List".
3. What is the minimum order value?
There is no minimum order value.
Ordered Received Delivery Charges
For order value of $59.00 & above per delivery Free delivery
For order value less than $59.00 per delivery $7

4. How do I confirm my order?
After submitting an order, the customer will receive a confirmation of receipt of order with an order number given. Please note that confirmation of receipt of orders does not guarantee stock availability.

5. Can I change, cancel or add items to my order?
If you would like to make changes to your order, please inform us at least 24 hours before your scheduled delivery timing. We will do our best to accommodate your request(s)

Giant reserves the right to charge the customer a cancellation fee of $12 or up to the cost of items ordered in the event that we are only notified after your items have been picked and are ready for delivery.

6. What are the accepted modes of payment?
  • Credit Card – VISA, MASTERCARD, AMERICAN EXPRESS & JCB
  • PayPal
  • E-invoice – For registered Government Sector only (Via Corporate Account)
* With effect from 1 September 2015, Cash & Choice Vouchers will be ceased for Online transactions.
We realise that Cash on Delivery was a preferred payment option for some of our customers but it resulted in delivery and other operational issues and made it difficult to service all our customers. We apologise for any inconvenience caused.

7. When will my credit card be charge?
Generally, we do not charge purchases to your credit card until we deliver the item(s) to you.

However, if you use a credit card that is associated with a checking account, we may pre-authorise your order amount with your card issuer at the time you place the order. This may affect your account balance.

In the event if your credit card transaction failed to complete, the order will be voided & a cancellation notification of your order will be send to your registered email. You may simply perform a Re-Order on the Cancelled Order by going into your Order History.

Products
1. How do I find the products?
  • By Categories – The main product categories are displayed at the top bar of the page. Click on to your selected Categories to browse through the Sub-category page.
  • Product Search – Simply type the product you are looking for and click on the search icon.
  • Your Order History – You may log in to your account, select “Order History”, click “Details” to view your previous order or click “Re-Order” to replicate your previous order.
  • My Shopping List – Log in to your account, select “Shopping List”, select and click “View” on the list. You may wish to remove or change quantity within the selected shopping list, click “Update Shopping List” followed by “Buy” to add all selected items to cart.
2. Storage and delivery of products
Nearing your indicated delivery timeslot, your order is carefully packed and appropriately stored based on the product requirements. Delivery is done by dual compartment refrigerated trucks so that your products are delivered fresh.
If there are instances when the product freshness does not meet your expectations, you may immediately inform our delivery team members or contact our customer service hotline at 6789 9814 during the next working day, and we will arrange for a refund or a replacement.

3. What if a product I ordered is out of stock?
We apologize for the out of stock product. While we do our best to ensure that all the products listed on site are in stock, there will be instances where a product you ordered is unavailable (either partially or entirely) and we will contact you to suggest for a replacement (unless you selected "Substitute Only" or "Do Not Substitute Only"). If you prefer not to have a replacement, you will only be charged for the items that are delivered to you.

Please note that if there is no prior consent from the customer for a substitution, no substitution shall be made. Please note also that the "Substitute Only" option allows Giant full discretion in helping the customer to substitute products that are unavailable without informing the customer

4. ID check for Alcohol deliveries
All alcohol deliveries must be received by persons aged 18 or above. We reserve the right to request for a valid photo ID to verify that the recipient is above 18 years old. In the event where the recipient does not meet the lawful requirement, delivery shall be attempted at another time. Giant reserves the right to charge the customer an additional re-delivery fee of $7.

Delivery Information
1. When are your delivery timings?
Orders Received Earliest Delivery will be
00:00am to
11:00am
Same Day 3:00pm to 6:00pm
6:01pm to 9:00pm
11:01am to
5:00pm
Next Day 9:00am to 1:00pm
3:01pm to 6:00pm
6:01pm to 9:00pm
5:01pm to
11:59pm
Next Day 3:01pm to 6:00pm
6:01pm to 9:00pm
* Delivery slots are subjected to availability.

2. To which locations does Giant Online deliver?
Giant shall use reasonable endeavours to deliver products of acceptable quality to the delivery address (specified by the Customer on the registration form) within the time windows selected by the Customer. Giant shall not be liable for any delays in its delivery services, if the delay has been due to causes beyond the control of Giant.

We deliver only to addresses within mainland Singapore (including Sentosa Island). For deliveries to outlying islands and Jurong Island, please contact online@giantsingapore.com.sg.

Giant reserves the right to reject any delivery address which we deem as undeliverable.

3. What is the delivery fee?
Ordered Received Delivery Charges
For order value of $59.00 & above per delivery Free delivery
For order value less than $59.00 per delivery $7

Additional delivery charge may apply for any other special arrangement such as special timing, location, etc. Special request is subject to Giant Online approval.

4. What if I am not at home to receive the delivery?
Kindly inform us at least 24hrs before the scheduled delivery timeslot if you need to reschedule the delivery. We will do our best to accommodate your request(s).

In the event that you are not able to inform us ahead of time & no one was present to receive the order during the chosen delivery timeslot or if you choose to cancel the order only after the driver has arrived as delivery location, Giant reserves the right to charge the customer a re-delivery fee of $7.00 or cancellation fee of S$12.00.

5. Can I change/amend my delivery address after I've placed my order?
You are required to check that all details provided are accurate before submitting the order. A change of delivery address after checkout is not permitted. If the delivery address needs to be changed after an order has been placed, you will need to notify us at least 24hrs before the scheduled delivery timeslot to cancel your current order and Re-Order with the amended address.

In the event that no one was present to receive the order during the chosen delivery timeslot at the given delivery address or if you choose to cancel the order or change the delivery address only after the driver has arrived at the given delivery location, Giant reserves the right to charge the customer a re-delivery fee of $7.00 or cancellation fee of S$12.00.

Technical
1. Why I can't access the website?
Have you try loading another website just to check? If you still get the same message, you'll need to contact your internet service provider.

For the best Giant online experience, please ensure that you are using the one of the following supported browsers:
  • Google Chrome
  • IE11 & above
  • Mozilla Firefox
  • Safari
If you need further assistance, please contact us via Online Feedback Form or email us at online@giantsingapore.com.sg and we will reply you within 3 working days.

2. Why I can't log in?
If you are facing multiple login errors, there may be a problem with your user id or password. You may want to reset your password by selecting the 'Forget Password' option and follow the instructions given.

If you still find that you are unable to login in your account please contact us via Online Feedback Form or email to online@giantsingapore.com.sg and we will reset the password for you.