What is BITES Shop?

Discover the ultimate grocery shopping experience at BITES Shop! We pride ourselves on providing high-quality products to meet all your culinary needs. Whether you're looking for fresh produce, pantry staples, or specialty items, our online store has you covered. Shop from your favourite Village Grocers & B.I.G. stores, all in one place.

At BITES Shop, we strive to make your shopping experience as convenient as possible. Explore our wide range of offerings today and elevate your grocery shopping to a whole new level!

How do I shop at BITES Shop?

Just follow these simple steps:

1)  Sign-up for new account or Log-in before you start shopping.

2) For delivery service - Go to menu bar and select ‘Check postcode’ and enter your postcode and you will be directed to the nearest store before you start brows and shop.

3) For ‘Self pick-up’ service – Go to menu bar and select ‘I prefer self pick-up’ to choose your preferred store to personally pick-up your purchase before you start shopping. 4) You can start shopping and adding items to cart after log-in/sign-up and enter postcode/select self pick-up store.

5) To add item into cart just click on “+” to add and “-“ to remove/reduce unit in cart.  

6) To complete purchase, click on the ‘basket’ cart icon.;

• Check and reconfirm your shopping list and number of units
• Enter your Bites membership card number to collect points.
• Enter your mobile phone number for us to contact you for the order.
• For special request, kindly add your note in the box provided for your remark.

To select delivery date and time:

• Select ‘Delivery’ and enter postcode again and click ‘check postcode’ for confirmation.
• Select date of delivery and time slot for delivery and proceed check-out.

 To select self pick-up date and time:

• Select ‘pick-up’ and select pick-up date and time slot. Proceed check-out.

 

7) Your purchase complete. Our Personal Shopper may reach out to you if item not available.

What should I do if I forget my password? 

On the sign-in page,  click on 'Recover Password' button. Then enter your email address that is registered to Bites Shop account. You will receive an email with reset password link. Click and enter your new password.

 

Orders & Packaging

How do I check the status of my order?

To check the status of your order, there are two options available. Firstly, you will receive a notification via text or WhatsApp when your order is packed and ready for pickup or delivery. Additionally, you can click “Track Order” from the order confirmation email to view the status of your order.

Can I schedule my order(s) in advance?

Certainly! You have the option to schedule your order(s) in advance. However, please ensure that the delivery or self-pickup date does not exceed 3 days from the date the order is created. However, some of the items in your order may not be available on delivery day. Items that are not available will be excluded from your order and refund according to our refund process.

Can I order from multiple stores?

Yes, you can order from multiple stores, but you will need to register an account separately for each store to place your orders. Each of our store have individually designated delivery postcodes area. If you wish to deliver to another address, kindly ‘check postcode’ first to confirm delivery coverage. Please note that we do not offer cross deliveries between different stores.

How to register for another store:

1. Kindly ensure you are logged out from any Bites Shop account.
2. For delivery service - Go to menu bar and select ‘Check postcode’ and enter your postcode and you will be directed to the nearest store before you sign-up for another account.
3. For ‘Self pick-up’ service – Go to menu bar and select ‘I prefer self pick-up’ to choose your preferred store to personally pick-up your purchase before you sign-up for another account.
4. You can start shopping and adding items to cart after entering postcode/select self pick-up store and log in/sign up.

If your postcode area is not covered for delivery, you can select the self-pickup option during checkout. You can either self-pick up or to arrange for your own driver to collect the order from the store's premises once it is ready for collection. ‘Self pick-up’ item can be collected at the Customer Service counter.

Please be aware that BITES Shop reserves the right to suspend, deactivate, or terminate your BITES Shop account at its sole discretion if it reasonably suspects or detects fraudulent behaviour or activity associated with your account and/or your order. For more information, please refer to our Terms of Use.

How can I edit or cancel my order?

Regrettably, it is not possible to edit or cancel your order once it has been created. However, if you require further assistance, you can reach out to our Customer Support team during our business hours via call or WhatsApp at +6011 1106 8681. Alternatively, you can also send an email to us at bites.shop@thefoodpurveyor.com for any inquiries or concerns.

What is your cancellation policy?

We understand that plans can change unexpectedly. You can submit request to cancel your order before your order being processed at minimum 3 hours before your delivery/pick-up slot. Kindly reach out to our customer support team at +6011 1106 8681 to assist you on your request.

We are unable to accept last minute order cancellations. If order is cancelled or declined after delivery/packing complete, full order charges apply without refund.

However, if you are unsatisfied with your order, you may request for item refund according to our return and refund policy.

Please note: Bites Shop reserves the right to cancel orders in cases of quality control issues, incorrect pricing, insufficient or damaged stock, or suspected fraudulent activity.

For more details on our cancellation policy, please refer to our Terms of Use. We appreciate your understanding.

What happens if something is out of stock?

If an item is out of stock at the store, we try to provide a suitable replacement. If you prefer no replacement, you can inform us in your order note remark. .

How do I get charged for the plastic and insulation bag for my order?

There is a fee charged per plastic bag or insulated bag for chill/frozen products. This fee is automatically added to your order according to the weight of your purchases.

However, our personal shopper will only pack and utilize the bags as needed. Once packing completed, we will arrange a refund for balance unused plastic bag or insulated bag. Insulated bag usage is required to protect the temperature of your chill/frozen product.

Who will be handling my order for pickup/delivery?

Our professionally trained Personal Shoppers will be shopping on your behalf. Personal Shopper will carefully pick  your groceries and ensure that they are ready for collection at the designated time you have set online when confirming your purchase. For delivery, we partnered with a reliable third-party delivery service to ensure your groceries are safely and promptly delivered to your desired location.

Can I add special notes for my groceries (e.g. cut the chicken, clean fish, select longer expiry date) to the products I ordered?

Certainly! You have the option to add special notes for your groceries when placing your order. Inside your cart, you will find a section titled "Add a note to your order." Enter your  request, such as asking for the chicken to be cut, the fish to be cleaned, or to select longer  expiry date. Our Personal Shoppers will try their best to fulfil your requirements. If you request door to door in the notes, RM5 surcharge is applicable and it will be charged in the final receipt Standard terms and conditions apply.

How do you treat items that are non-Halal?

We have a strict process in place to handle non-Halal items separately from any Halal items in our stores. This separation is maintained not only during the packing process but also during self-pickup. Our personal shoppers are trained to handle non-Halal items with care and take measures to prevent any contact with Halal items. This ensures that the integrity of Halal products is always maintained.

 

Delivery & Pickup

Is there a minimum spend?

There is no minimum spending requirement for either the Self Pickup or Home Delivery options.

How much are the delivery fees?

Delivery fees for your order will vary based on your delivery address and range from RM8 to RM30, depending on the distance. However, if you purchase minimum RM250 in a single receipt, you can enjoy free delivery.

Is Door to Door service available?  

Starting from 14 October 2024, a surcharge of RM5 will be applied for Door-to-Door services. This fee will be in addition to both the standard delivery fees and free delivery services. If you need door-to-door delivery, you can select this option at checkout with a surcharge of RM5.

DTD fees are non-refundable if security at the high-rise property prohibits the driver from entering the residential area. All orders will be delivered to designated areas, such as the lobby or drop-off point.

Requests for Door-to-Door (DTD) delivery mentioned in the remarks section of an order will not be entertained.

What are the delivery hours?

Our delivery service is available from Monday to Sunday, including Public Holidays, between the hours of 11 AM and 7 PM.

What are the pick-up hours?

Our self-pickup hours are from Monday to Sunday, including Public Holidays, and are between 11 AM and 6 PM. For same-day pickup, you need to complete your purchase and payment minimum 2 hours before the pick-up time. Otherwise, system will only allow for the next hours slot for pick-up. For example, your purchase must be made before 9 AM for 11am  pick-up and before 4 PM for 6pm pickup slot.

How fast is the delivery?

Our delivery service is available within the next 2 hours and onwards depending on the availability of the delivery slot. For example, if you place an order at 1 PM, you can expect to receive the delivery as early as 3PM to 4 PM.

Which area do we cover?
As of now we do cover a selected Village Grocer & B.I.G. stores which are located at M City, KL Gateway, Subang Parade, Mont Kiara, Tamarind Square (Cyberjaya), Central i-City (Shah Alam), Publika, EkoCheras Mall, Gamuda Walk Mall (Shah Alam), Tropicana Gardens Mall, 1st Avenue (Penang), Queen Waterfront (Penang), Midvalley Southkey (Johor) and Paradigm Mall JB (Johor).

How can I check if you deliver to my area?

To check if we deliver to your area, kindly click on ‘check postcode’ at the menu bar and enter your postcode. If your area is covered by our selected stores for delivery, you will be redirected to the nearest store and can proceed with your shopping.

Why is my order delayed?

We strive to deliver your order promptly, but there are various factors that may cause a delay. These can include operational issues, road conditions, or weather conditions. In the event of a delay, we will notify you as soon as possible through email notification.

If you are experiencing a significant delay, please reach out to our Customer Support. You can also request to reschedule your delivery for a different time or day by contacting us at +6011 1106 8681 WhatsApp, or email at bites.shop@thefoodpurveyor.com. We are happy to assist your request.  

 

Payment, Return & Refund

What are the payment options?

Currently, we accept major payment options, including Credit Card and Debit Card (Visa & MasterCard), FPX and eWallets. Cash on Delivery (COD) option not available.

How does payment work?

After placing your order and completing the payment, you will receive an order confirmation email.

Payment is based on the final amount displayed on your receipt If there are any additional charges beyond the initial payment, we will send you a payment link to complete the transaction. If there are any discrepancies in the initial payment, we will refund the difference to your original payment method.

Is online payment here safe?

We are using Fiuu (formerly Razer Merchant Services), a reputable and leading in regional Payment Gateway Provider. The company is notified under Malaysia's Payment System Act and PCI Data Security Standard (DSS) compliance which is the highest standard in the payment industry to ensure all transactions are safeguarded. The information exchanged during checkout is encrypted using this SSL protocol to ensure that businesses follow the best practices for protecting our customers payment card information. As a fraud-preventive measure, you will receive email  from notification@fiuu.com once your payment is success . If your payment failed, you will receive an email & please contact us for further assistance.  

Why can't I complete my payment?

If your payment isn't going through, you'll usually see an error message on our checkout page or receive an email explaining the problem.

Here are some common reasons why payments fail:

• Insufficient funds: Double-check if your bank account or card has enough balance to cover the order amount.
• Declined transaction: Your bank may have declined the transaction. For assistance, please contact your bank's customer service.
• 3D secure authentication failure: You may have entered an incorrect OTP (One-Time Pin) during verification. Please try checking out again. If you still do not receive your OTP, contact your bank for assistance.

 

If you encounter a different payment issue, please contact our Customer Support via +6011 1106 8681 for assistance. Alternatively, you can also email us at bites.shop@thefoodpurveyor.com. For faster resolution, please include any screenshots of error messages you received.

We'll get back to you as soon as possible to assist you with a smooth checkout.

How do I review my receipt?

A printed receipt of your final purchase will be included with your purchase and receive together with your order. For items that are out of stock, we will process your refund, and you will receive an email with detailed information within 3 -5 days after delivery.

Can I receive an e-invoice for my purchases?

Certainly! To access your e-invoice, you may visit https://einvportal.tfpmy.com/ to obtain your e-Invoice that will be sent to your email address once it has been validated. Register for an account and proceed with submission.

Additional Note: You can also scan the QR code at the bottom of the physical receipt for quick access.

If you have questions or issues with e-Invoice, feel free to drop inquiry by contacting our Customer Support via +6011 1106 8681 for assistance. Alternatively, you can also email us at bites.shop@thefoodpurveyor.com.

Are prices the same for online and in stores?

Generally, prices on Bites Shop online platform are meant to be the same as in-store prices, with the intention of maintaining consistency across shopping channels; however, slight variations may occur due to factors like estimated weights for produce, potential price adjustments based on availability, and ongoing promotions that might differ slightly between online and physical stores. We will charge according to final price in printed receipt.

Please be aware that for multibuy promotions, such as "Buy 2 @ RM XX" or "Buy 2nd item @ RM XX," the promotional price may not be displayed during checkout due to system limitations. Rest assured; we will process a refund for the difference once your order has been fully received. Thank you for your understanding!

How do I report a problem with my order?

If you encounter any issues with your order, we are here to assist you! To report a problem, kindly contact us via WhatsApp at +6011 1106 8681 or email us at bites.shop@thefoodpurveyor.com. Please provide any relevant photographic evidence to support your concern. Rest assured; we will respond to your inquiry as quickly as possible.

It's important to note that any complaints or requests for refunds/exchanges must be made within three (3) days after you have collected, received, or had your order delivered.

Please be aware that refunds for perishable and semi-perishable items (such as 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 or delivery.

To ensure a smooth refund process, it is essential that you reach out to us within the specified time frame. For more detailed information, please refer to our Return & Refund policy.

Will I get the exact same item as shown in your picture online?

Please be aware that the pictures of items shown online are for reference and illustration purposes only.  Actual size may vary.

It's important to note that packaging designs, information, and content of the products may undergo changes from time to time without prior notice due to various reasons. The content shown is purely for reference purposes.

Please understand that BITES Shop does not assume responsibility for the accuracy of product information, nutrients, or ingredients, as this information is provided by the manufacturers and/or suppliers of the products.

For precise and additional information about the products, we recommend checking directly with the manufacturer as the primary source.

Need to return or exchange an item?

Here's what you can do:

Self-return or exchange: Bring the unopened item(s) with your receipt to the store where you order is processed for an exchange/refund. Note that you will be responsible for any return shipping costs if you choose to return or exchange via delivery.

Please reach out to us via phone call or WhatsApp at +6011 1106 8681. Alternatively, email us at bites.shop@thefoodpurveyor.com.

Please note that we do not accept returns or exchanges for "change of mind" situations. Additionally, we do not accept refund requests for items that were purchased incorrectly or for which clear instructions were not given in the remarks.

It is mandatory to check your order upon collection/receiving. We strive to ensure that all products are picked and packed correctly. Any disputes or requests for returns or exchanges will not be entertained once the items have been collected/received.

Once you have confirmed and accepted the items you have received, the transaction is considered final. Any further returns will be at the discretion of the management.

You may submit your return/refund request however it is at discretion of the management. You may contact our Customer Support via +6011 1106 8681 or email bites.shop@thefoodpurveyor.com within 72 hours, providing photographic evidence and receipt if relevant.

For more information on our return policy, please visit our Return & Refund policy page.

Can I return the item for exchange to any of store?

To facilitate the exchange of items, please visit the same store from which you originally ordered the items. Please note that exchanging items at a different store or directly with the merchant is strictly prohibited.

What is payment due?

When Personal Shopper has fully processed your order, if there are pricing discrepancy mainly for weighted fresh items you will receive a separate message via WhatsApp or email if any additional payments are required. This message will inform you of the amount needed to finalize the purchase. Payment for the additional charges is required to complete before we can proceed to arrange for delivery.

Why is the total amount different in my order and receipt?

Physical receipt will show the final total amount of your purchased including Delivery Fee. If you used a Bites Shop promo code during your online checkout, the discount will be automatically applied to your total.

Other reason for total price difference could be weighted fresh produce in store (actual weigh may vary) might also be due to fresh produce weighed on store, and the actual weight might vary slightly from your original order. You will be getting the overall purchase amount summary upon reconciliation within 72 hours after delivery.

When will I receive my refund?

Any extra payment made will be refunded back to your original method of payment channel. Please allow 3-5 business days from the date of receiving the items for the reimbursement process to be completed. It's important to note that different issuer banks may have varying time periods, typically ranging from 7-14 working days, for the refunded amount to be reflected in your bank account or statement.

Refunds for debit and credit cards may take up to 7-14 business days, while refunds for e-Wallets may take up to 3-5 business days.

 

Miscellaneous

Is there any loyalty programme for the BITES Shop?

Yes, we have a loyalty program called BITES(Rewards). If you are not a Bites member yet, you can download the BITES Card app and register to start collecting points. During checkout, please enter your Member ID (88xxxxxx) in the notes section. We will credit the points to your account within 7-14 days after the transaction is completed.

Please note that the BITES All-Stars promotion points are currently not eligible for online purchases.

Manual point adjustments for Bites membership cannot be made if you forget to enter your Bites ID during checkout. Points will not be credited to your account in such cases.

How do I unsubscribe to BITES Shop newsletter?

To unsubscribe from our newsletters, simply click on the 'Unsubscribe' button located at the bottom of every newsletter email. We'll be sad to see you go though!

How do I rate my order?

Help us grow! Let us know how we did by sharing your thoughts about your recent order experience and share any feedback you have at bites.shop@thefoodpurveyor.com. Your feedback is valuable to us.

 

Is your question not listed here? Worry not! Contact our Customer Support at +6011 1106 8681 or via email at bites.shop@thefoodpurveyor.com.