FAQs

Shopping with Soshinsen

Soshinsen was first energized by the desire to provide the end consumer with affordable Japanese produce that restaurants and chefs had access to. The word “新鮮” – which translates to fresh in both Japanese (Shinsen) and Mandarin (xīnxiān) – is a prerequisite when it comes to the culinary world, particularly for raw ingredients. 

We are an online grocer offering a selection of produce ranging from meat and sashimi grade fish, to fruits and vegetables. These flown in twice a week, are mainly procured from the various markets across Japan (such as Toyosu, Yokokama, and Hakodate) or directly from local farmers. Over the years, we have expanded this selection to include produce from Russia, Portugal and France.

About our produce

We are always reviewing products listed online. However, due to the variety of produce available in the markets, we are unable to list every single item only. Do drop us a message at [email protected], via WhatsApp or mobile at 96602173 with details on the item of interest and we will do our best to procure these items for you!

About my order

Fresh produce being flown in from the markets can be changed. However, this has to be done before our cut off time. Do refer to our monthly Airflown Schedule . In the event that the produce is already on its way to Singapore, we will not be able to change or cancel your order.

For items that are available daily, do give us a lead time of 24hours before your delivery time slot and we would be happy to make the changes for you.

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 [email protected] with the following details:

  • Email subject: [Order Number]
  • Transfer reference number
  • Preferred delivery date and time slot

This range is to accommodate variations in product availability in the markets in Japan. Very often it is difficult to obtain the exact specs for wild caught produce. However, fret not. You will be charged for the lower limit of the range provided, and any additional amount received is complimentary.

Self collection

[Update, 15 April 2020] Due to the Covid-19 situation in Singapore, we will not be having any self-collections.

At present, we do not have a storefront that allows for walk-in customers. However, arrangements for self-collection can be made. This is by appointment only. Do indicate this in the additional comments section, and we will reach out to you regarding this.

Self-collection is available from Monday to Friday. Once your order has been placed, drop us a message on Whatsapp with your invoice number and self-collection date and time. We will be in touch from there.

Self-collection time slots can be rescheduled. However, we would be very appreciative if you could drop us a message on Whatsapp @ 96602173 if you are going to be late or would like to reschedule your appointment at least 3 hours before your appointment time. 

This would provide us with some lead time to pack your produce on an alternate date of your preference.

Delivery

Yes, we deliver islandwide inclusive of Sentosa Island. Delivery is free for orders above $100. For orders below $100, a fee of $10.70 (inclusive of GST) is chargeable per drop.

Delivery is free for orders above $100. For orders below $100, a fee of $10 is chargeable per drop.

We deliver from Monday to Fridays, with 3 time slots that you can choose from when you check out.

Slot 1: 10am to 2pm

Slot 2: 2pm to 6pm

Slot 3: 6pm to 10pm

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.

Yes, this is definitely possible. You can make changes to your delivery time slot up to 24 hours before. To make changes, do email us at [email protected] with the following details:

  • Invoice number
  • Updated delivery address, date and time

Yes, someone is required to receive the produce at the door. Our delivery team will drop you a text and a call if no one is reachable. Should we remain unable to reach you, our delivery team will wait a maximum of 15 mins before heading off to complete other deliveries.

 

If the delivery fails, email us at [email protected] to reschedule your delivery. An additional fee of $15 will be chargeable. 

Should you wish to cancel your order at this juncture, an administrative fee of $25 (excluding GST) will be deducted before a refund is made. Delivery fees are non-refundable. 

Refund amount = Total amount paid – $25 – $15 (for delivery fee, if any)

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.

Issues with my delivery/order

Here at Soshinsen, we value all feedback. Do drop us an email at [email protected] to let us know your experiences and/or to share any areas for improvement.

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.

If it is still within your chosen delivery time slot, we seek your understanding and patience as our delivery team is on their rounds. 

However, in the event that you have an unfulfilled order, 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.

Should you be dissatisfied with the product you have received, do provide us with clear images of the product within 6 hours of delivery time, do also indicate the dissatisfaction(s) that you may have. These can be emailed to us at [email protected]

Refunds and exchange will be made at the discretion of Soshinsen, and claims that are unreasonable and cannot be duly supported with photographic proof will be rejected. Do note that delivery charges are non-refundable.

Payments methods & promo codes

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: 

OCBC Current Account: 601-091150-001

For PayNow transactions, payment can be made to our company UEN number:

UEN number: 202006958H

Once payment has been complete, do email us at [email protected] 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.

Got a valid promo / discount code? You can enter this on the check out page, and your total bill will be recalculated!

Unfortunately, promo / discount codes are non-refundable for cash.

Promo / discount codes are non-refundable for cash. Please apply the promo code to your next order.

Miscellaneous

For online customers, you may reach us at [email protected]. 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 [email protected]. 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.