Delivery Policy

We’re thrilled to deliver our sugar-free and ultra low carb delights to your doorstep or have you pick them up at our boutique (231 Bain Street, #01-75, Bras Basah Complex, Singapore 180231)! Please take a moment to familiarize yourself with our Delivery Policy to ensure a smooth and delightful experience.

1. Minimum Order & Delivery Charges: Our ordering system via Getz utilizes dynamic pricing based on your distance from our boutique.

  • Minimum Order Value: A dynamic minimum order requirement applies based on your location. This will be displayed once you enter your postal code.

  • Delivery Fees: For orders that do not meet the free delivery threshold, a delivery fee is calculated in real-time by our logistics partners.

2. Free Delivery Tiers: Free delivery is automatically applied at checkout based on the following distance-based spending thresholds (after discounts/points):

  • 0 km – 4 km: Free from $80

  • 4 km – 8 km: Free from $108

  • 8 km – 12 km: Free from $120

  • 12 km – 16 km: Free from $132

  • 16 km – 20 km: Free from $156

  • 20 km – 24 km: Free from $168

  • 24 km – 28 km: Free from $180

  • 28 km – 32 km: Free from $192

  • 32 km – 36 km: Free from $204

  • 36 km – 40 km: Free from $216

3. Delivery Areas: We deliver island-wide in Singapore except for restricted zones: Airport Cargo Road, Airport Zone, ALPS Ave, Military Camps, Immigration Checkpoints, Construction Sites, Jurong Island, Jurong Port, Ministry of Home Affairs (MHA), PSA Port, SATS/Aerospaces, Shipyards, and Supply Bases.

4. Fulfillment Timeline (Same-Day & Advanced Orders): To ensure the highest quality of our handcrafted delights, we operate on a specific fulfillment schedule:

  • Same-Day Onwards: Same-day delivery and pick-up are available, subject to available time slots at the point of order.

  • Advanced Orders: You may place orders up to 5 days in advance from your order date.

  • Scheduling: You may select your preferred date and available time slot within this 5-day window during the checkout process.

  • Product Availability: Items available for ordering are based on our current shop inventory. Placing an order for a later date reserves the selected items for your chosen fulfilment date; it does not constitute a made-to-order request or trigger a fresh production batch.

5. Delivery Partners & Delays: We work with reputable third-party logistics partners to ensure the safe arrival of your goodies. Dispatch and delivery times may vary according to rider availability and prevailing conditions. Any delivery time provided is an estimate and may be affected by factors outside our control, including equipment failure, bad weather, heavy traffic conditions and other unforeseen circumstances.

While timely delivery is important to us, we place equal importance on the safety of our delivery partners and the due observance of traffic regulations.

For every delivery, we will provide our delivery partner with the recipient’s contact details and instructions to contact the recipient upon arrival and, where reasonably possible, hand the order directly to the recipient. As deliveries are fulfilled by independent third-party riders, however, the rider’s actual conduct and adherence to these instructions are ultimately outside Ketojiak’s direct control.

6. Delivery Preparation: We take diligence in ensuring that your frozen delights begin their journey at below -22°C, packed with insulation to remain solidly frozen for the duration of transit.

7. Receiving Your Order & No Redelivery: As our products are temperature-sensitive, someone should be available to receive the order during the selected delivery window.

  • Contact Upon Arrival: Our delivery partner will be instructed to contact the recipient upon arrival and to hand the order directly to them wherever reasonably possible.

  • Uncontactable Recipients: If the recipient cannot be reached, the rider may attempt to contact them for up to 5 minutes upon arrival.

  • Left at Door: If the recipient remains uncontactable, the rider will be instructed to leave the order at the recipient’s door/gate where it is reasonably safe to do so, and to provide a photo as proof of delivery.

  • Third-Party Rider Conduct: While we will communicate the above delivery instructions clearly to our logistics partner, we are unable to guarantee that an independent third-party rider will follow every instruction exactly.

  • No Redelivery: Due to the perishable and temperature-sensitive nature of our products, redelivery is not possible. Ketojiak is not liable for melting, deterioration or other loss arising after an order has been left unattended following an unsuccessful handover.

8. Order Changes and Cancellations: Once an order is processed through the Getz system, changes or cancellations may not be possible. Please review your order carefully before confirming your purchase.

9. Free Pick-Up (Same-Day to 5 Days Ahead): Collection at our boutique (231 Bain Street, #01-75, Singapore 180231) is free of charge.

Pick-up orders may be placed for same-day collection or up to 5 days in advance, subject to available collection slots and product availability at the point of order.

Please wait for a notification that your order is “Ready for Collection” before arriving.

For advance pick-up orders, the items selected are reserved from our available shop inventory for your chosen collection date. Placing an advance order does not constitute a made-to-order request or trigger a fresh production batch.

10. International Shipping: Currently, we only deliver within Singapore. We do not offer international shipping.

11. Issues & Updates:

  • Support: If you encounter any issues with your delivery, please contact us promptly at +65 8726 7078. We are here to assist you in resolving any concerns.

  • Policy Changes: We reserve the right to update this Delivery Policy periodically. Any changes will be effective immediately upon posting on our website. We recommend reviewing this policy periodically for any updates.

For any questions or concerns regarding our Delivery Policy, please reach out to us at hello@ketojiak.sg. Thank you for choosing us!