FAQs

Frequently Asked Questions

For any queries regarding missing items, do give us a call, or message on Whatsapp (96602173) or drop us a message on Telegram (@soshinsensg). To speed up the process, please indicate your order number. We do our best to fulfil all orders. However, as we are dealing with fresh produce, there have been occasions where these items are unavailable in the Japanese markets. While this is a rarity with the necessary licenses we have obtained, items may be delayed or stuck at the various points of entry (airports and seaports) for random health inspections by the Singapore Food Agency.  For items that are unavailable, a refund will be made.
Unfortunately, promo / discount codes are non-refundable for cash.
Yes, we deliver islandwide inclusive of Sentosa Island. Delivery is free for orders above $100. For orders below $100, a fee of $10 is chargeable per drop. Currently, we do not ship internationally.
We welcome any comments - whether it is to share your positive experience or leave us feedback and suggestions, and can be reached at enquiries@soshinsen.com. For any correspondence regarding your order, please indicate your order number in the subject of the email.  For trade customers (restaurants, private chefs, distributors), you may reach us at sales@soshinsen.com. For any restaurants and distributors please include your company name & UEN number in any correspondence. For private chefs, do indicate your company name / social media profile / website for our reference.
Once payment has been made on our website (via PayPal, credit or debit card), your order is confirmed and you should receive an invoice via email. However, if other payment methods are used (E.g. PayNow, Internet Bank Transfer), do note that your order is only confirmed and will subsequently be processed once payment is received. To facilitate this process, do email us at enquries@soshinsen.com with the following details:
  • Email subject: [Order Number]
  • Transfer reference number
  • Preferred delivery date and time slot
We accept all major debit and credit cards, and payment can be made via PayPal (with or without an account). Additionally, we do accept Internet Banking, ATM transfers and PayNow transactions. Do indicate your order number in the transaction to facilitate the matching of payments and orders. For Internet banking and ATM transfers, payment can be made to: <insert bank account details> For PayNow transactions, payment can be made to our company UEN number: 202006958H Once payment has been complete, do email us at enquries@soshinsen.com with the following details:
  • Email subject: [Order Number]
  • Transfer reference number
  • Preferred delivery date and time slot
Do note that orders are only confirmed and processed once payment has been received and Cash on Delivery is NOT accepted. With this in mind, do place your orders early to make the cut off time for our weekly scheduled cargo.
For online customers, you may reach us at enquries@soshinsen.com. For any correspondence regarding your order, please indicate your order number in the subject of the email.  For trade customers (restaurants, private chefs, distributors), you may reach us at sales@soshinsen.com. For any restaurants and distributors please include your company name & UEN number in any correspondence. For private chefs, do indicate your company name / social media profile / website for our reference.
Got a valid promo / discount code? You can enter this on the check out page, and your total bill will be recalculated!
At Soshinsen, each order is packed carefully to withstand time outside the refrigerator / freezer (depending on item) throughout the duration of delivery.  Produce can be kept indoors and away from direct sunlight in delivery packaging for varying durations depending on packing type. Foam box: up to 3 hours from drop off Cooler bags: up to 1 hour from drop off However, we would advise our consumers to store produce in refrigerators / freezer ones received to ensure that temperatures are regulated.
1. Add a note in comments section At present, our deliveries can only be made in accordance with your preferred time slots. Do leave any additional timing requests in the comments section when placing your order.  Our delivery team will try to accommodate this timing. However, we seek your understanding that specific delivery timings are dependent on our delivery route for the day. It is best that you arrange for someone to be present to receive the order.  2. Drop off at door An alternative would be for you to sign an authorization for us to leave your order at your door.  Additional packaging and ice packs will be provided at a fee, and an image of your order at your door will be sent to your mobile number. However, Soshinsen is not liable for missing produce or a deterioration of quality of your produce during the time in which is left outside