Frequently Asked Quentions
If you need further help, please don't hesitate to email us at info@xclusivefoods.com.
Sourcing & Quality
Are your products sold chilled or frozen?
We offer both chilled and frozen products depending on the item and sourcing requirements. Product condition is indicated on the product page.
Our frozen products are professionally quick-frozen to preserve freshness, texture, and flavor at peak quality. Chilled products are handled under strict cold-chain conditions from supplier to delivery.
Where do you source your meat and seafood from?
Xclusive Foods curates a refined selection of premium meat and seafood imported by Artisan Fine Foods - a Singapore-based distributor with an extensive portfolio sourced from leading producers around the world.
We partner with trusted farms, fisheries, and food producers known for exceptional quality, responsible sourcing, and consistency. Product-specific origin and sourcing details are provided on individual product pages.
How do you select your suppliers?
At Xclusive Foods, we source exceptional meat and seafood from globally trusted farms, fisheries, and producers. Many of our suppliers are highly regarded within the hospitality and fine dining industry, with products served by leading restaurants and steakhouses internationally.
We aim to be as transparent as possible about sourcing, and most product pages include detailed origin and producer information.
How do you ensure product freshness?
Products are stored and transported under strict temperature-controlled conditions from supplier to delivery. Frozen items are quick-frozen at peak freshness to preserve texture, moisture, flavor and nutritional value.
Orders are vacuum-packed in insulated packaging with cooling materials designed to maintain safe transit temperatures. If you have any concerns upon delivery, please contact us immediately.
Orders & Payments
Which payment methods do you accept?
We accept all major credit and debit cards, as well as PayNow.
My credit card isn't working at checkout — what should I do?
If your payment is being declined, please first double-check that all card details have been entered correctly.
If the issue persists, try using a different browser or device before contacting us directly - we’ll be happy to assist with completing your order.
Can I modify or cancel my order after purchase?
Orders cannot be cancelled once payment has been authorized or processed.
However, amendments may still be possible after payment confirmation, subject to availability and processing status.
If you would like to add items or make changes to your order, please contact us at info@xclusivefoods.com as soon as possible and we will do our best to accommodate your request.
Please note that amendments may no longer be possible once an order has been prepared or dispatched for delivery.
Why haven't I received my order confirmation email?
Order confirmation emails are typically sent within 24 hours of purchase. If you have not received yours, please first check your spam or junk folder, as confirmation emails may occasionally be filtered there.
If you still cannot find the email, it’s possible an incorrect email address was entered during checkout. Please contact us at info@xclusivefoods.com or call +65 8888 8888 and we’ll be happy to assist.
I can’t find a product on the website. How do I order it?
If a product is unavailable or not currently listed online, feel free to contact us with your inquiry.
Additional products or seasonal items may still be available upon request.
Can I be notified when something is back in stock?
Yes. Subscribe to our newsletter to receive updates on restocks, new arrivals, and seasonal products.
Returns & Refunds
What should I do if there is a problem with the order I just received?
Please inspect your order upon delivery and ensure all products and packaging are in good condition.
If you receive damaged packaging, incorrect or missing items, or products that do not meet expectations, please contact us at +65 6 8888 or email us at info@xclusivefoods.com immediately or by the next business day with your order details and photos where applicable.
How are refunds processed?
Approved refunds are processed back to the original payment method whenever possible.
Processing times may vary depending on your payment provider or bank.
Delivery
What are your delivery fees?
We offer free delivery on orders of S$100 and above.
For orders below S$100, a flat delivery fee of S$15 applies.
What is the minimum order amount for delivery?
There is no minimum order amount for delivery.
However, a S$15 delivery fee will apply to all orders below S$100. Orders of S$100 and above qualify for free delivery.
Can I select a specific time slot for delivery?
Yes. At checkout, simply select your preferred delivery date and delivery window:
- 9:00 AM – 2:00 PM
2:00 PM – 8:00 PM
Your order will be scheduled for delivery within the selected time window.
Can I change my delivery date after placing an order?
Yes, provided your order has not yet been dispatched or prepared for delivery.
Please contact us as soon as possible after placing your order, and we'll do our best to accommodate your requested delivery date. Once an order has been prepared or handed over to our delivery partner, changes may no longer be possible.
Do I have to be present in order to receive my delivery?
Yes, we strongly recommend that someone is available to receive the order.
Your products are delivered in insulated thermal bags with ice packs to help maintain the cold chain during transit. However, if left unattended for an extended period - especially in Singapore's tropical climate -the products may begin to thaw, which can affect their quality, freshness, and food safety.
If no one will be available, please contact us at least one day in advance to arrange an alternative delivery date.
Do you deliver on weekends or public holidays?
We deliver throughout the week, including Saturday mornings from 9:00 AM to 2:00 PM.
Please note that deliveries are not available on Sundays or Singapore public holidays.
Self-Collect / Pick-up
Can I self-collect/pick-up my online orders?
Yes. Simply select "Self-Collect" at checkout and choose your preferred collection date. We'll prepare your order and notify you once it's ready for collection.
Where is the pick-up point located?
Our warehouse collection point is located at:
102F Pasir Panjang Road
#08-05 Citilink Warehouse Complex
Singapore 118530
Detailed collection instructions will be included in your confirmation notification.
What is the minimum pick-up order amount?
There is no minimum order amount for self-collection. You're welcome to collect orders of any value.
How do I know if my order is ready for pick-up?
Once your order has been prepared and is ready for collection on your selected pick-up date, we'll notify you via your preferred communication method - SMS, WhatsApp, or email.
Please wait for the collection notification before heading to our warehouse.
What happens if I cannot collect my order on scheduled pick-up day?
If you're unable to collect your order on the scheduled day, please let us know as soon as possible. We will do our best to accommodate a new collection time where possible. As many of our products are fresh or chilled, we cannot guarantee the original shelf life after extended storage beyond the scheduled collection date.