FAQ

Return Policy

All of the products purchased from GST Fresh Mart are delivered on First Order First Served basis.

Order Refund only applicable to the circumstances below:

Product Discontinued

Delivery Time longer than delivery period mentioned in the product page

Product Malfunction or Wrong Product delivered

Refund is NOT applicable for :

Request after 1-3days from the received date

Product damage by courier

The product being checking for more than 24 hours.

Returned due to customer unreachable/not available at the location

Refund options will be offered to customers as listed below:

Option 1: Product Exchange

Exchange with other product(s) listed in GST Fresh Mart.

If the value of the new item(s) exceeds the amount of the original item, the difference thereof should be paid by the customer.

If the value of the new item is less than the amount of the original item, then the difference thereof will be converted to Cash Credit under customer's GST Fresh Mart account.

Option 2: Convert payment to Cash Credit under customer's GST Fresh Mart account

Paid amount will be converted to Cash Credit which can be fully redeemed for future orders.

Customer will receive a notification via email whenever the Cash Credit Account is updated.

Option 3: Full refund to customer

For payment that is paid through our payment gateway (Gkash included FPX,Visa,Master,E-waller/Bank Transfer ), we will notify our payment gateway service provider to cancel the relevant transaction.

Please allow 7 to 14 working days for the refund process and the refund amount will be shown on the customer's credit card statement.

For other payment methods, customer will need to provide their bank details to GST group.

Please allow 7 to 14 working days for the refund process and a copy of bank slip will be forwarded to the customer.

RETURN POLICY

Under normal circumstances, there will be NO EXCHANGE, RETURN OR REFUND of any items that are purchased, regardless if the products have been picked-up, opened or unopened and so on.

For purchased items that is verified and agreed by webstore where the faulty or defective items are a result caused by external factors (such as during delivery), these items will be available for exchange for the same item. These items must be hand delivered to GST group.com’s Pick Up And Payment Center. We will not entertain any re-shipping request for such items.

Any other cases that qualify for an exchange and return may incur a re-stocking fee.

Important Note:

All refund or exchange for any item(s) purchased must be returned to us within 7 working days upon receiving the products ordered (pick-up or delivery). No further dispute will be entertained after 7 working days from the received date.

Return and refund policy will be checked from sellers side as well before proceeding for any further action, therefore, do check the seller's return and refund policy before purchasing.

Still have questions?

If you have any further questions or inquiries, please contact our customer service by sending an email to info@gstgroup.com.my or whatsapp at 012-4968478

Our customer service help desk is available from 9.00am - 5.00pm Monday to Friday.

My Account

How do I get started?

To register, simply click on the Register button on the top right corner and proceed to enter your details. Otherwise, you can always browse the item first and register during the checkout process. Please ensure your delivery address is under our covered areas by checking your postcode using the 'Change Area' button on the top left corner of the website.

What if I forget my password?

Go to the Login page and click on Forgot Password. Please enter your email address in the field provided. An email with a link to reset your password will be sent to the email address shortly after.

How do I update the information on My Account?

All your personal details are kept under your account settings. To edit your existing details (eg. address or mobile no.), simply sign in and click on My Account (at the top right-hand corner of the page). Your personal details will be detailed there, just type in your new details and click Confirm.

How do I change my address?

Select My Account on the website and all your personal details will be displayed. Type your new address and click Confirm. Please be noted that you can’t change your address when your delivery is already due. You will need to wait until the order has been delivered before changing it. If you really need to change the delivery address, please contact our Customer Service and we will gladly assist you.

I’m having difficulties accessing the website. What should I do?

In order to enjoy the best experience while shopping at www.gstfreshmart.com, please ensure that you have a working internet connection and are using one of the following supported browsers:

Google Chrome

Mozilla Firefox

Safari

Internet Explorer 9 or above

From time to time, we might schedule planned/unplanned routine maintenance on our systems to deliver the best performance for you. You will be informed if you attempt to access the site and mobile app during these times.

Delivery

What are your delivery hours?

Our normal delivery is available every Monday – Saturday from 8 a.m. to 5.30 p.m except for Sunday and Public Holiday the delivery service is not available. How much is the delivery cost? Delivery Charges: -

Penang Island & Butterworth

Purchase Below RM100 Shipping Charge For RM10
Purchase Above RM100 FOC (FREE OF CHARGE)

Seberang Perai Selatan

(Nibong Tebal, Jawi, Valdor, Simpang Ampat, Bukit Mertajam, Bukit Tambun, Permatang Tinggi, Alma, Bukit Mertajam, Juru, Bukit Minyak)

Purchase Below RM50 Shipping Charge For RM10
Purchase Above RM50 FOC (FREE OF CHARGE)

Kedah

(Kulim, Alor Setar, Sungai Petani)

Purchase Below RM200 Shipping Charge For RM15
Purchase Above RM200 FOC (FREE OF CHARGE)

How soon can I receive the order?

Mainland & Penang Island delivery is on Monday to Saturday ONLY except Sunday & Public Holiday. Kedah delivery is on Tuesday, Thursday and Saturday ONLY except Sunday & Public Holiday.

Ordering Time 8.30am – 4.00pm
Delivery Time 8.30am – 5.30pm

Please place your order in advance, 1-3days ahead and delivery will be done on the following day.

What is the minimum order for delivery?

There is no minimum order for delivery.

Do you accept Cash-On-Delivery (COD)?

No.

Who will delivery my order?

We have our own truck and drivers to carry out the delivery services right to your doorstep with a smile.

Which area do you deliver?

Currently, the area we cover all as below:

Penang Mainland

Penang Island

Kedah (Kulim, Alor Setar, Sungai Petani)

What if I’m not home when my delivery arrives?

In such cases, our drivers will return the goods to the fulfillment base if you are not at home/ unable to reach within the 15-20minutes of delivery arrival. Our customer service will arrange for 2nd attempt delivery to be made on the next delivery day scheduled for the week. This is done in order to maintain the freshness of seafood.

Failure to receive the delivery on 2nd attempt, GST FRESH MART reserve the right not to refund the money, and goods shall not be retrievable.

Can my family member or a representative receive my item on my behalf?

Yes, your family or representative may receive your items on your behalf. He or she must provide the invoice number to the driver on your behalf.

What if my delivery is late?

There may be changes/delays to delivery, subject to change due to traffic, weather conditions & other unforeseen circumstances. For the reason, our Customer Service Representative will cann and inform you of any delay as soon as we can.

Can I self-collect my order?

Yes, you can self-collect your order at our outlet choose by you. But you must provide your order invoice number to the cashier to retrieve your order as confirmation.

Ordering

I am a first timer. How do I make an order ?

GST FRESH MART website → Sign in with Facebook /New register sign up (Member) → Check your delivery service & coverage → Shop your seafood → Add to shopping cart → Choose a date for delivery → Enter your delivery details → Check out & review order → Payment method → Confirm order

Can I add to, amend/mofify or cancel my order?

Kindly take note that you are not able to modify your order after cutoff date and no last minute cancellation upon confirm of purchase. All orders confirmation are non-refundable or transferable. Please contact our customer services team if you have any issue to order and you need to change your order before the cut-off date.

OR

For addition, kindly make another new order as once order and payment has already been made, no addition is possible. For amendment, after payment has been made, your order no longer can be amended. For cancellation, kindly contact our Customer Service to check the status of your order. Once order is out for delivery, no cancellation can be done. Cancellation can only be done for orders before delivery. Any changes should be done one (1) day prior to scheduled delivery time.

How do I reschedule my order ?

Kindly contact our Customer Service to change your delivery slot and please be noted it must be done one (1) day prior to scheduled delivery time. If amendment is possible, customer will be requested to change their time slot to the desired time slot Amendment is only allowed before the arrangement for riders pick up is done.

*An additional delivery fee RM 20 will be charged for your rescheduled delivery*

How do I know my order is confirmed?

Once you check out your order, you’ll receive a confirmation email of your orders. You will see the details of your products, quantities and estimated prices relating to your order.

How are out of stock items handled?

Products which are currently not available will be displayed as and customers cannot add the item to the shopping cart . For your information, we use our outlet as a fulfilment base for every online order. Therefore, some products that are available during your online order may be out of stock during fulfilment, as it might be purchased by walk-in customers. Our Customer Service Representatives will contact you to inform you about the items that are out of stock and get further directions. You may opt for any substitute suggested by the Customer Service Representative or you can choose to cancel the item out of your order. Your total amount will be recalculated after.

If customers are unable to be contacted, we’ll hold your order and wait for your response until 2-4 hours prior to packing time, before we automatically cancel the products and proceed with the remaining items on your order.

Can I order in bulk purchase ?

Yes, you can order in bulk based on our terms and conditions. If have any additional charges, our customer service will inform you.

Can I / How do I want to repeat purchase ?

Yes, you can order in repeat purchase on our terms and conditions. You can also easily make reorders afterwards by clicking the button on any of your previously made orders. After clicking the button the cart will open and you can change quantities or products . If have any additional charges, our customer service will inform you.

How do you pick and pack my order ?

At GST Fresh Mart, your satisfaction is our priority. We have a number of dedicated pickers that are trained to pick only the freshest produce and high-quality goods as if they are shopping for themselves. On top of that, they will choose products with the furthest best before dates, so you don't have to worry about receiving expired items. You can also include specific requests as a remark in your order if you require specific items in a specific condition. (e.g.: Cutting service and etc). Our team has also been trained to separate food items from non-food items, light and heavy items, as well as chilled and frozen items. This is all to ensure you will receive your items in pristine condition

How do I check the status of my order / Track my order ?

You can check your email notification will be sent out once order is received and being processed, and out for delivery. You can also check your order status by calling our Customer Service Representatives through our outlet PIC mobile numbers.

How do I report a problem with my order ? What if my order incorrect ?

If you encounter any problem while ordering/after receiving your order or are not completely satisfied with your order, you can report the Issue with us at email address (info@gstgroup.com.my) or at mobile numbers (012-4968478) .Our Customer Service Representatives are always ready to help you. We value your feedback highly and we will definitely do everything we can to resolve your issue.

How to contact customer service ?

If you have question regarding our online store (ordering, account questions, technical questions,pricing), please contact at email address or at mobile numbers (012-4968478)

Can I self collect the order in store ?

Yes , you can self collect the order at our local branch ( Penang and Rawang )

OR

No, all online orders placed through GST Fresh Mart are processed and dispatched from Penang and Rawang Branch . This mean we are unable to offer a self collection service for online orders .

Product

What should I do if the goods received are not what I order/not in good condition ?

If you receive any wrong/faulty/damaged products, you can choose to not receive the goods. You can report to us at 012-4968478 or whatsapp out sales representative at (phone number). You can ask for an exchange or refund for the product.  If you ask for a refund, we need your confirmation of the bank account number for us to do the refund. If you choose for replacement instead, we will arrange our driver to send back the goods to you the next day or day after tomorrow.

How do you handle the fresh and frozen products that I order ?

Unless special request, otherwise all the fresh and frozen products are packed in white carton boxes. The goods are delivered by GST's own cold truck to keep the temperature and freshness.

What if the products I receive do not match the image shown on the website ?

All photos on the website are for illustration purpose only. GST Fresh Mart reserves the rights to change/modify/cancel the packaging or descriptions of any product without prior notice. However, you have the rights to not receive any product that is not as per your expectation. We will deduct the amount that you have paid and refund back to you.