FAQ

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Please do look through the frequently asked questions below to see if we have already answered some of your questions. If not, please contact our customer support service for further assistance.

How do I create an account with Gmart?

To create an account with Gmart, simply click on the “Sign Up” tab on the top right hand corner of the page. The details required on the “Sign Up” page will include your name, email and password for the creation of an account on Gmart.

Further details such as mobile phone number, home phone number and home address can be added via navigating through “Account Dashboard” menu which you can access once your account has been created.

You may choose to create your account before or after filling your shopping cart. However, do note, upon check-out, you will need to have a valid account with Gmart in order to place your order successfully.

Why is it necessary for me to create an account with Gmart?

Gmart services include the delivery of your placed order to your designated delivery address. As such, it is crucial for us to have your basic personal details to be able to ensure that delivery is done efficiently.

The process may involve us calling you before delivering the items to ensure that there is someone to collect the items, or even use your details to verify if the right personis collecting the items.

Can I shop without creating any account on Gmart?

You may add your preferred products into the shopping cart without creating an account on Gmart. However, once you wish to place an order with Gmart, you will be required to sign up with us before proceeding further.

Registration  is mandatory for all our customers.

Is creating an account with Gmart free?

Yes, it is absolutely free! You will only be required to make a payment when you place an order with Gmart.

Also, the account only has to be created once and you can start shopping! Should you want to make modifications to your account details, you can do so under “My Account” tab after you sign up.

Can I have multiple accounts on Gmart?

Yes, you may have as many accounts as you want on Gmart so long as each account is associated with a unique email address or mobile phone number.

Am I able to add more than 1 delivery address in my Gmart account?

Yes, you may add more than 1 delivery address in your account. You may key in multiple addresses in your address book under “My Account” tab.

Please do note, however, every order placed only delivers to 1 address. Hence, if you would like your products to be delivered to separate addresses, please place separate orders for different items to be delivered to different addresses under your account.

Is it possible for me to create multiple accounts for my family members but we all share the same delivery address?

Yes, it is possible to create multiple accounts for your family members so long as each of your family members’ account is associated to a unique email address or mobile phone number.

It is perfectly okay for all the accounts to have common delivery addresses.

How can I look up for a product on Gmart?

You can simply key in what you are looking in the search bar whether it is the specific product you are looking for or even products associated to a specific brand.

Should you not have any specific preference, you can also look through the categories of products we have in the left column of our website homepage.

What information is available on the product page?

On the product page, you can see the images of the product, its price, its description, similar products related to the product and other products from the same brand as the featured product. You can also proceed to add the item into your shopping cart or wish list.

Besides that, you would be able to see the reviews for the given product which has been provided by our other customers. Feel free to share your views as well!

For an express service, we have also allowed for you to immediately checkout with the product using paypal if you want to.

What can I do if I can’t find a product I am looking for on Gmart?

If you can’t find the product that you are looking for, it is possible that we might not be carrying that product yet. As such, you can let us know if you would like us to carry that product on Gmart by using the Suggest-A-Product page to submit the details of the suggested product.

What are the different kinds of products listed on Gmart?

Gmart has items listed over multiple categories, catering to the needs of our consumers, including grocery, personal care products, health essentials and much more.

To access the full range of items, please visit our homepage which features the comprehensive catalogue of the variety of goods we carry.

How do I make a payment on Gmart?

Gmart allows its customers to pay for their order using the following modes of payment:

  • Cash on Delivery [via Nets Terminal]
  • Paypal [Credit Card]
  • Credit Card
  • eNets Direct Debit / Internet Banking [Direct Debit from your Bank Account]

Is it safe for me to make an online payment on Gmart?

Yes, it is completely safe for you to make online payments through our secure payment gateways. Be rest assured, we do not store your card details at any given point in time.

What does “Cash on Delivery” mean?

It basically means that you can make the payment for your order upon the time of delivery.

What action will Gmart take should there be a variation in the bill?

Should there be a variation in the bill, please contact customer support immediately.

There should be no extra charges applied after the final invoice is emailed to you. However, should there be change in the order or if the customer has requested to substitute his item ordered for one that is out of stock or for any other reason, we will make sure to inform the customer of the changes to the bill before a delivery is made.

How will Gmart refund me the amount for items that might not be delivered to me?

Should you not receive your full order and you have already made a payment online, the balance amount will be credited into your Gmart account which you can you use for you future purchases. Otherwise, please contact our customer support for other modes of refund.

Is there a way for me to review my past orders?

There are 2 possible ways for you to review your past orders. You may:

  1. Either look under the “My Orders” tab in your account dashboard to look up your transaction history.
  2. Or look up for all theorder confirmations sent in the past to your email.

What if some of the products I ordered are unavailable after I make a payment?

Gmart tries its best to ensure that it has in stock all the products that it features online. However, as each individual order is only processed after an order is made, there is a chance of items going out of stock after your order is placed due to the delay in system update that may be caused when other orders are being processed.

In such an event, Gmart will inform you of the items that are unavailable by contacting you. At the same time, we will suggest substitute items or even make arrangements for the same item to be delivered to you when it is in stock. Refund for the item can also be requested.

Please contact customer support to select your preferred mode of transaction.

When will I receive my order from Gmart?

You should expect to receive your delivery in your chosen timeslot for delivery when you placed your order.

However, if Gmart is unable to deliver your order in the specified time duration, Gmart will not be held responsible for delays due to unforeseen conditions that are beyond the control of Gmart.

Is it possible for me to reschedule my delivery?

Provided that the order is not already en route, you may reschedule your delivery by contacting customer support.

How can I expect the delivery to be done?

Delivery will be done by Gmart’s authorized delivery personnel.

Is it possible to make changes to the delivery address?

Multiple delivery addresses can be saved under your Gmart account.

Provided that the order is not already en route, you may change your delivery address by contacting customer support.

How are the delivery charges calculated on Gmart?

Please refer to our Delivery Charges page for a detailed breakdown on how delivery charges are calculated on Gmart.

What will happen if my order gets delayed?

In case of a delay, Gmart will ensure to keep you updated about your delivery status.

What is Gmart’s delivery timing?

Gmart’s delivery begins at 10am and ends by 9pm, Monday to Sunday.

Am I allowed to change my delivery address after I have placed an order?

This depends on a case-by-case basis.

This is because if the order has already started to be processed and even dispatched, you may not be allowed to change your delivery address without a charge. Instead, you will have to pay a flat fee of $7.50 delivery fee for us to re-schedule your delivery.

However, if the order has not started to be processed, it may be possible for you to change your delivery address for free. To do so, please call customer support.

What happens if I do not receive my delivery on time?

If Gmart is unable to deliver your order in the specified time duration, Gmart will not be held responsible for delays due to unforeseen conditions that are beyond the control of Gmart. Such cases occur rarely and Gmart will take special care to ensure to keep you updated regarding the delivery time of your order.

What are the delivery slots available at Gmart?

Gmart offers its customers 3 different delivery slots from Monday to Saturday, to allow customers to receive their order as per their convenience. The 3 slots are:

  • Slot 1: 10:00am to 12:00pm
  • Slot 2: 01:00pm to 05.30pm
  • Slot 3: 06.30pm to 09:00pm

Is it possible for me to check the availability of the next delivery slot before placing my order?

Yes, it is possible. Once you checkout, system will direct you to a page where you can see all available delivery slots. You can then proceed to choose your preferred delivery slot from the list of available delivery slots before placing your order.

Is it possible for me to modify my order after I have placed it?

Currently, that service is unavailable in your account. However, if you would like to make any changes, please call customer support for further advice.

How long is the chosen delivery slot blocked for me on Gmart?

Gmart ensures to block your chosen timeslot for 5 minutes before making it available to other customers.

Can I order an item which is out of stock on Gmart?

No, you can only order items which are in stock.

How do I track my order on Gmart?

The only way possible way for you to track your order currently is by contacting customer support.

How do I check which items were not available from my order I placed on Gmart?

Our customer support service personnel will contact you regarding the unavailability of items via call or SMS before delivery is made for your order.

What can I do if I am placing an order today but it is being scheduled for the day after?

This may occur due to the cut off timing for orders. For morning delivery slots, you will have to place your order by 8am, for afternoon delivery slot you have to place your order by 10am for evening delivery slot, you have to place your order by 4pm that day. Orders placed after 4pm would be applicable for delivery the next day,

What if some items are missing from my delivery?

Gmart would like to remind its customers to kindly check their delivery against the invoice they are issued. As an additional benefit, we would allow our customers to report any missing items within a 24h window after delivery. Please note that this is only applicable for items that are listed in the invoice.

How can I contact Gmart’s Customer Support Service?

Please contact our customer support service @ +65-9898 0102 or via email at: sales@gmart.com.sg Our sales assistants are available throughout the week from 10am to 6pm everyday.

Am I able to give feedback on customer service quality?

Yes, please proceed to the “Feedback Form” to give feedback on our customer service quality.

How should I go about raising a claim with customer service?

Should you wish to make any claims, Gmart will make every effort to address the issue at hand and make it up to you. Please contact our customer support team via email: sales@gmart.com.sg with the details of your order and issue.

When and how can I cancel my order?

The latest an order can be cancelled is on the day of the chosen delivery slot at time 8.30am for morning delivery slot, by 10am for afternoon delivery slot and by 4pm for evening delivery slot.

Cancellation must be done by contacting our customer support team.

Do not assume that the order has been cancelled unless you have received confirmation from customer service.

What can I do if I want to return something to Gmart?

If you are not satisfied with the products delivered, please register a complaint via our customer support team via email at:sales@gmart.com.sg. Our customer support team will get back to you regarding the issue.

You may return the product upon delivery and we will refund the cost of the product into your Gmart account in the form of credits.

Should you want to return the product after it has already been delivered, we would have to send our authorized delivery personnel down to collect the product. Please note that this will result in an additional flat fee of $7.50 being charged to your account.

I am unhappy with my order, where do I make a complaint?

You may contact customer support and inform them regarding what you are unhappy about. We will get back to you to resolve the issue.

In case I decided to cancel or even return my delivery, how will I be refunded?

Gmart will make sure to make a refund to you by transferring the amount due to you as credits into your Gmart account for future purchases. For other modes of refund, kindly contact customer support to assist you further.

What can I do if an item is spoilt and defective?

If you are unsatisfied with a product that is delivered to you because it is spoilt and defective, you can contact our customer support for assistance. Alternatively, you may return the item to the authorized personnel at the time of delivery. The cost of the product will be refunded into your Gmart account in the form of credits for your future purchases.

Return & Refund

We have a “no questions asked return and refund policy” which entitles all our members to return the product at the time of delivery if due to some reason you are not satisfied with the quality or freshness of the product. We will take the returned product back with us and either replace or issue a credit note for the value of the return products which will be credited to your account on the website. These credits can be used to pay your subsequent shoppings.

What is the time limit for me to return the product by?

Gmart only accepts the return of perishable products at the time of delivery and return of other products within 7 days from the date of delivery with a valid reason.

What is Gmart’s Reward Points System all about?

Gmart Reward Points System is designed for the benefit of our regular customers. This system enables our loyal customers to earn points while they shop on Gmart.

For every $25 spent in a single receipt, our customers will earn 25 reward points which will be worth 50 cents. When customers earn a minimum of 500 Reward Points, they can redeem these Reward Points to enjoy further discounts on their subsequent orders placed.

Who can collect the Reward Points?

All our customers will be automatically awarded the Reward Points in their accounts when they make purchases at Gmart. So, everyone is able to enjoy its benefits!

Are the Reward Points automatically applied to my account once I have 10 such Reward Points?

No, you will have to choose when you would like to redeem the Reward Points. The minimum number of points required for redemption is 500. However, you may accumulate more reward points before making your redemption.

Do the Reward Points have a specific duration in which they have to be used in?

No, there is no time limit for the use of the Reward Points.

Can the Reward Points be transferred to another account on Gmart?

What is Gmart’s Promo Codes Discount all about?

Gmart’s promo codes are special codes that allow our customers to enjoy discounts on their orders placed for every order. In fact, one can enjoy its benefits without any pre-requisites such a being a regular customer.

How can I get Promo Codes and Coupons?

Promo codes and coupons are available for first time shoppers, referral of friends and even through Gmart’s emails sent out to its customers.

When you shop with us for the first time, please use the promo code “FTIMER10P” to enjoy the discounts available.

When you refer to your friend about us, both you and your friend will get additional coupons to apply to your purchases!

Also, do keep a look out for emails sent from Gmart! Some may contain promo codes and coupons as well!

Where can I enter the Promo Code to enjoy its benefits?

After selecting and adding all the items you wish to purchase into the shopping cart, when you proceed to check-out, you will be prompted to make a payment as well as make the choice of your preferred delivery slot. Under “Payment”, you can enter you promo code and enjoy its offer!

What are the terms and conditions to the use of the Promotion Codes and Coupons?

Firstly, the promo code that one receives after being “referred by a friend” can only be used once and for the first time purchase only. To activate your promo code, you have to sign-up on Gmart as a first-time user after opening the link that your friend sends you.

For subsequent shoppers, you can apply your promo codes and coupons when you check-out after doing your shopping on Gmart.

Is there a validity period for the Promo Codes and Coupons?

The validity of the promo codes and coupons may be limited. In other words, there may be a duration limitation or quantity limitation on the number or redemptions that can be made.

How can I use the Promotion Code/Coupons/Reward Points I have?

After adding all the items into your cart, when you proceed to check-out, there will be an option for you to key in your promotion code/coupon details or even decide if you want to use your existing Reward Points before placing your order. Your final bill will be prepared right after that.

Can I use more than 1 type of promotion for a single order?

No, every order will only accept one mode of promotion / discount ie. discounts from promo codes or coupons or redemptions of Rewards Points.