FAQ

What is MART TO FIVE?
MART TO FIVE is an innovative shopping platform which provides a one-stop-solution to a variety of pre-packed meals. That’s right, we now sell whole meals prepared by our preferred restaurants in Malaysia. Think about having perfectly cooked cuisines in the comfort of your own homes – only better.


How do I shop at MART TO FIVE Shop?
Just follow these simple steps:
1) Add item(s) to your cart

2) Select “Self Pickup”, “Express Delivery” or “ Scheduled Delivery” shipping method
3) Checkout, Pay & you’re Done!

Is there any physical store(s)?
Please note that
MART TO FIVE is the new online shopping platform.


Orders & Packaging

Can I order from multiple products within one order?
Our online platform is a one-stop-solution to a variety of pre-packed meal within one order.

How do I check the status of my order?
You will be notified in real-time when your order is packed and ready for pickup/delivery. Our fulfilment team will notify you via email. You can also go to “My Order Status” to check on the status of your order.

Can I schedule my order(s) in advance?

Our delivery schedules are stated clearly on the our Delivery & Refund page. Please click
HERE to refer the schedule before order.

How can I edit or cancel my order?
When something is out of stock at the store, we do our best to replace it with a similar item. After checkout, you can choose to let your shopper pick the replacements themselves, have them call or message you with suggestions or ask that no replacements be provided at all.

What is your cancellation policy?
Once your order is placed & our shopper has started picking the items; for technical reasons, you cannot cancel your order. For further info, check our Terms & Conditions

How are my orders getting packed?

Frozen goods will be packed in either foil insulation bag or in the styrofoam ice box depending on the total quantity of goods purchased.

Who will be handling my order for delivery?
Your grocery will be selected by specially screened and professionally trained Personal Shoppers and they will have them ready by the collection time you have set online when you confirm the purchase.


Delivery & Pickup

Is there a minimum spend?
There is no minimum spend for Home Delivery.

How much are the delivery fees?
The delivery fee starts from RM
10 onward depends on the mass weight or volumetric weight of the product(s) whichever is higher. EXPRESS delivery services for any purchase will be charged at RM30 per item/box.
FREE delivery for purchases above RM 250/ 125cm box within Klang Valley, RM360 / 125cm box for outstation.

What are the delivery hours?
Our delivery hours are between 1
2PM and 6PM, Monday* to Sunday (including Public Holidays). Please refer our Delivery page
HERE.

What are the pick-up hours?
Our self pickup hours are between 11 AM and 6 PM, Monday to
Friday (exclude Public Holidays). Payment for your purchase must be made before 9AM for the earliest pickup time and before 4PM for the latest pickup time for same day pickup. We have a 2 hour order process time.

How fast is the delivery?
We can deliver to you in the next
day onward. E.g : If you create an order at 1 PM, please estimate that the delivery to be received as earliest as 3 to 4 PM.

Which area do we cover?

As of now, we covered most of the Klang Valley area as stated on our delivery schedule, West coast on West Malaysia. Kindly refer the delivery cover area from our Delivery page
HERE..

How can I check if you deliver to my area?
You will be prompted to key in your postcode once you have entered our website to see if your area is covered within our selected stores for delivery. Once your area is covered by us, you will be re-directed to the nearest store and you can continue to shop there.




Payment, Return & Refund


What are the payment options?
As of now, we are only accepting
FPX transaction and e Wallet such as Boost Pay & Touch & Go.


How do I review my receipt?
You will receive your receipt via email after you have collected your purchase and confirmation receipt after you have made your purchase.

How do I report a problem with my order?
If you have any problems with your order, please tell us! You can call us at +601
6 6050 902 or email to us at mart.to.five@gmail.com. Please note that complaints or requests requiring refunds/exchanges must be made within three (3) days after your order has been collected/received.

Please note that refunds for perishable and/or semi-perishable goods (example fish, vegetables, dairy products, fruits, bread, onion, potato, pies, cake etc) will only be considered if these items are rejected at the time of collection/delivery.

Refunds will not be provided if you do not reach out to us regarding your desired refund within the aforementioned time frames. Please refer to our Return & Refund policy.

How do I return items?
Should you find that any items you receive are incorrect or not up to your satisfaction, you can reject it on the spot by letting our
delivery guy know at collection or call our Customer Service immediately upon receive. We will only charge you for items which you accept.

Once you have confirmed the items you have received and accepted them, the transaction is considered finalized and any further returns will be up to management discretion. If you believe you have a valid reason or complaint, please ensure to contact our customer service via +601
6 6050 902 or email mart.to.five@gmail.com. within 72 hours together with photographic evidence (where relevant). For more info on returns, visit our Return & Refund policy page.

What is the payment process?
If you’ve paid using
FPX, a notification will be prompt as a confirmation of the payment to be made. Once you have receive the goods with the receipt attached, the payment then will be charged based on the amount in the receipt given. Any extra charges from the receipt will be refunded back to your payment card within 72 hours.

When will I receive my refund?
If you’ve paid using
FPX or eWallet , your refund will be paid back into your account in accordance with the bank’s standard practices. Please note each issuer bank will have different time periods to reflect the refunded sum in your bank account/ statement.

Miscellaneous

Is there any loyalty programme for the Mart to Five?

Not at the moment, we surely update you when our loyalty program is ready. 

Is your question not in the list? Worry not! Contact our customer support available to you at +6 016 6050 902 or via email at mart.to.five@gmail.com