1. Delivery timings

• We offer delivery island wide (except restriction areas stated below) within Singapore from Mondays to Fridays, excluding public holidays. Restricted areas >>

• O. Boxes, Postal Locked Bag, Postal Window Delivery Service, VBOX, My Mail Box, My Singpost Box.

• ALL offshore islands (example such as Pulau Ubin, Pulau Tekong, St John’s Island and Khusu Island)

• ALL MINDEF/SAF (Singapore Armed Forced, Republic of Singapore Air Force, Republic of Singapore Navy) military area, army camp, air base, naval base, ammo base and store, ammo command and building.

• Including Gombak Base, Central Manpower Base, Defence Technology Tower B, Defence Technology Tower A, all DSO buildings, all DSTA buildings and offices, all FSD buildings and offices and all SID building and offices .

• ALL MHA/SPF/SCDF/Singapore Prisons buildings such as New Phoenix Park, Special Operation Command, Coast Guard Brani Base, Home Team Academy, SCDF Training Academy, SCDF Nee Soon Camp, Woodlands Checkpoint, Tuas Checkpoint, Changi Prisons, Sembawang Prisons and Admiralty West Prisons.

• All ports and port supporting buildings in Singapore including PSA Tanjong Pagar Terminal, PSA Pasir Panjang Terminal, PSA Keppel Terminal, PSA Brani Terminal, and Jurong Port.

• All airports, air base and its supporting facilities such as Changi Airport, Seletar Airport, Seletar Aerospace Park, Airline House, ALPS area, SATS buildings and dnata buildings.

• Facilities of Chemical Plants (such as Esso, Shell, Caltex, SPC), Data Centre, Engine Test Centre (such as SIA Engine Centre, Trend Engine Centre), Power Station and Shipyard natures.

 

2. Delivery fees

• [Standard] deliveries – lead time of 3-5 working days with a delivery fee of S$2.00 after GST is applicable. For ambient orders only (Non-Chilled/Frozen, Dried, Canned, Vacuum Sealed, Retort Pouch).
  – lead time of 3-5 working days with a delivery fee of S$5.00 after GST is applicable for chilled/frozen orders.

• [Express] deliveries – lead time of 1-2 working days  with a delivery fee of S$6.00 after GST is applicable. Suitable for ambient/chilled/frozen items.

• [Free] complimentary deliveries – lead time of 3-5 working days will be applicable for purchases of $30 and above.

 

3. Delivery process

Once an order is confirmed and paid for, your items will be delivered to you in the next 3-5 working days.
Your delivery date and time will be communicated to you by one of our team member once shipment/delivery is confirmed.
Should there be any changes in the delivery address/contact details after order confirmation, please contact our team at enquiry@otsi.sg for necessary amendments at least 24 hours before the scheduled delivery date and time.
We will not be liable for any failed deliveries due to an incorrect address/contact detail given by customer.
Due to food safety regulations and the nature of products that we offer (e.g. frozen food), packages will not be allowed to be left at the doorsteps or water riser or anywhere instructed by the customer.
During the delivery process, should there be nobody present at the stated destination (as per the order) to receive the package, the package will be sent back to our factory. Package rerouting is not allowed.
However, if the customer is persistent with leaving the package at the doorsteps or the water riser or anywhere instructed, we will not be held responsible should there be any damage/loss of the food items and to the package.

 

4. Failed deliveries, Redeliveries and Self-Pickup

For failed deliveries, the customer will be informed by one of our team member. The customer may opt for self-pickup or redelivery option.
Any redelivery is chargeable at S$30.00 before GST. Redelivery will be arranged after payment of S$30.00 is confirmed.
A new delivery date and time will be communicated to you by one of our team member once redelivery/shipment is confirmed.
For self-pickup option, the customer may contact us at enquiry@otsi.sg to arrange a pick up date at 30 Senoko South Road, Singapore 758088.
We reserve the right to close off self-pickup option due to changes of our physical security policies.
Redelivery and self-pickup should be within 7 working days upon the missed scheduled delivery date.
Should there be no confirmation/payment of redelivery or self-pickup within 7 days, we shall deem the package forfeited and no refund will be made 

 

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Cancellations & Returns

1. Cancellation

No cancellation of orders are allowed upon confirmation. However, we reserve the rights to cancel any orders due to out of stocks, stopped productions or no payment received.

2. Return

If the item received is incorrect, damaged or defective, please email us at enquiry@otsi.sg with the necessary details for us to investigate into the matter. Return cases will only be valid if the case has been filed to us within 3 days of receiving the items. Our team will be in contact with you regarding the outcome of investigation and follow ups, if any.