As we intensified our efforts in allowing more customers to order their groceries online, we invested heavily in upgrading our infrastructure and training about 150 new staff to become skilled pickers and packers. This resulted in an increase of 25% in the number of delivery slots available for online customers. We will continue to hire more staff and also further increase our online capacity, among various other activities.
We adopt a transparent pricing approach - there are no hidden mark-ups on products themselves as we maintain uniform prices with our brick-and-mortar stores. The service fee partially covers only part of the total costs of processing, picking and packing online grocery orders.
Beyond this, a multi-tiered delivery fee structure was also introduced to provide more flexibility for shoppers to vary their basket sizes and optimise savings for their online purchases. This has made shopping online for groceries accessible to more households and complements the current extensive footprint of our brick-and-mortar stores. The multi-tiered delivery fee structure for our online platform is as follows:
| Order Value (SGD) | Delivery Charge (SGD) |
| $59* and above | Delivery charge waived |
| Below $59 | $5.00 |
| Where order has more than 600 items | $26.75 |
FAQs:
Can the service fee be waived?
The service fee will partially cover the costs of processing, picking and packing online grocery orders. We adopt a transparent pricing approach - there are no hidden mark-ups on products themselves as our online platform maintains uniform prices with our brick-and-mortar stores. If you buy groceries online regularly, join our Digital Club membership to enjoy unlimited free delivery, service fee waivers, 2x Linkpoints and access to exclusive promotions. Sign up for your first month free trial here.
What is the difference between delivery fee and service fee (picking and packing)?
Service Fee: To partially cover the costs of processing, picking and packing online grocery orders.
Delivery Fee: For the cost of transportation from the place where it was prepared to your doorstep.
If I hit the minimum free delivery amount, do I still need to pay for service fee?
Yes, the service fee is a fixed fee that will be included for all online orders
Will the service fee change if I change my delivery timing?
The service fee is a fixed fee for all online orders. Any amendment in delivery date, time or item quantity will not affect the service fee.
If I cancel my order, will you refund the service fee?
Cancellations made more than 24 hours prior to the scheduled delivery date will be refunded to the same mode of payment, at full amount including all applicable charges. Penalty fees apply for cancellations made in less than 24 hours. Read more here: https://help.fairprice.com.sg/hc/en-us/articles/360021859391-I-need-to-cancel-an-online-order-
Will you refund the service fee if delivery is late?
As the delivery was made, the fee will still apply in view of the service rendered. We do apologise for any event that resulted in a late delivery.
What happens to the service fee when some items become unavailable after I placed the order?
The fee will still apply as the service was rendered and a delivery on the remaining items was made to your delivery address. We do apologise for any inconveniences caused arising from an amendment.
Why do you need to impose the service fee?
The service fee, which was waived when we first introduced it early last month, will be applied to partially cover the costs of processing, picking and packing online grocery orders. This fixed token fee of $3.99 is a subsidised rate considering the costs involved in processing grocery products which involve cold chain management, transportation for bulk goods, manpower and stringent food safety and quality measures.
We do this also to be transparent in our prices - there are no hidden markups as our online platform maintains uniform prices with our brick and mortar stores. The prices of products you see on FairPrice Online are what you also enjoy at your neighbourhood FairPrice store.
Why is there a need to introduce this multi-tiered delivery structure?
We introduced a multi-tiered delivery fee structure to provide more flexibility for shoppers to vary their basket sizes and optimise savings for their online purchases. This has made online groceries accessible to more households and will continue to complement the current extensive footprint of brick-and-mortar stores.
The new multi-tiered fee structure will be as follows:
| Order Value (SGD) | Delivery Charge (SGD) |
| $59* and above | Delivery charge waived |
| Below $59 | $5.00 |
| Where order has more than 600 items | $26.75 |
*We have lowered our online free delivery minimum spend to $59! Click here for the full details.
Why can’t I get a delivery slot?
While the surge in visits to FairPrice Online has stabilised, the ongoing situation still continues to place heavy demands on our existing online grocery infrastructure. The number of delivery slots have been increased 25 percent but they are quickly taken up when they are released, leaving many customers with no opportunity to order their daily essentials. To help mitigate this, delivery slots are released throughout the day to offer more opportunities for customers to place their orders online. We are steadily ramping up our operations capacity and will continue increasing the number of delivery slots in the coming months.
Any specific timing for the release of the delivery slots?
New delivery slots are gradually released throughout the day.