Frequently asked questions

GENERAL

Your account

Is my credit card information safe?

Absolutely. Grain does not store any of this sensitive information on our servers. We use Stripe as our payment processor. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

How can I get free food?

That is the dream. Share the promo code from your account page with your friends. When they sign up with your code and place their first order with us, you will both get $5 worth of Grain credits.

Can I transfer Grain credits to a friend or exchange them for cash?

Although we want you to make the most of your purchased Grain credits, please note they are non-transferable and non-refundable. They cannot be exchanged for cash in part or full.

Will my Grain credits expire?

Your Grain credits never expire, ever (unless you spend them of course).

Food

Is Grain Halal?

Yes we are certified Halal.

ONLINE RESTAURANT

Orders

How does it work?

1. Choose and order easily
Choose what you like from our menu - we are always changing it up. It just takes a few simple clicks to place an order.

2. We will notify you when your order arrives
Relax and keep doing what you are doing. Our delivery team will notify you when we arrive with your food.

3. Sit back and enjoy
Now, all that’s left is to sit down and enjoy your delicious food. Let us know what you think - we are always working hard to bring you the tastiest food.

How do I know whether my order is confirmed?

An order confirmation will be sent to the email address you signed up with.

All delivery details (e.g. delivery timing, address), fees and charges on your order confirmation are assumed to be accurate. If there are any discrepancies, let us know within 5 minutes of receiving your order confirmation via email and we will do our best to fix it.

What happens if I need to cancel my order?

1. For pre-orders
Cancellations need to be made at least 12 hours before serving time. A full refund will be made in Grain credits.

2. For same day orders
You can cancel within 5 minutes via email or through our hotline after your order is placed. Cancellation requests beyond this time frame will not be eligible for any refunds. This 5-minute window begins when you receive your order confirmation via email.

3. For orders above $300
Cancellations made by 3PM, 2 days before serving date, will be eligible for a 50% refund. For example, if your serving date is on Sep 14, you can cancel your order before 3PM on Sep 12 to get a 50% refund.

Any cancellations made after that time period will not be eligible for any refund.

Something’s come up, can I reschedule my order to another day?

Sure thing, just let us know at least 12 hours ahead of time and we will be happy to move things around.

For same day orders, we will be happy to do so if you let us know within 5 minutes of placing the order via email or through our hotline.

For the avoidance of doubt, this 5-minute window begins when you receive your order confirmation via email.

Can I change the location of my delivery?

1. For pre-orders:
With at least 12 hour’s notice, we will do our best to change your delivery address for you - this will be at our discretion as we are a small team.

2. For same day orders
As our delivery areas are segregated based on hubs and the capacity we have at each hub differs, we will not be able to accommodate for same day changes in delivery areas.

What happens if I am not around when my delivery courier arrives?

When our couriers arrive at your specified delivery location, they will give you a ring or drop you a text so you know your meal has arrived.

If they can’t get hold of you, our Customer Care team will also reach out and try to contact you via phone or email.

Our couriers will wait up to 10 minutes before heading to their next location. Once this time has elapsed, redelivery can be requested. However, it will be chargeable depending on location and the delivery timing will be at our discretion and logistic capacity.

Please ensure your contact details are correct as we will not be able to refund/reschedule orders that were not fulfilled due to incorrect delivery and/or contact details.

If you won’t be at your delivery location during the allotted time slot, please drop us an email at [email protected] or give us a call at +65 3163 5335. We will be happy to leave the food at your doorstep or with the reception.

Food

How can delivery food taste great?

We prepare the food fresh every day. They are produced in small batches and kept it in a controlled temperature. During our R&D processes, we also constantly track the quality of our meals. These steps help us make sure that you always receive your meals at their very best in terms of both nutrition and taste.

What is in my meal?

We want you to know exactly what goes into every dish we prepare, so you can view the full list of ingredients as well as major allergens by clicking on the picture of the dish. (We can’t list “love” though).

How long will my meal keep for?

We prepare our meals fresh every day so they are best consumed within 2-3 hours of delivery.

Delivery

What are your online restaurant delivery hours?

We serve lunch from 11:00AM to 1:00PM and dinner from 6:00PM to 8:00PM every Monday to Friday. You can pre-order up to 5 working days in advance.

Where do you deliver to?

Check out our delivery areas.

If you are outside our delivery areas and want to place an order (above $100), reach out to us at +65 3163 5336 or [email protected] at least 3 working days in advance.

Is there a delivery fee?

Yes, there is a delivery fee of $6. For orders above $100, you get free delivery.

Is there a minimum order?

Yes, there is a minimum order of $20.

For orders between $20–$50, there is a surcharge of $3.50. For orders above $50, this surcharge is waived.

CATERING

Orders

When can I place my order?

Our kitchens are open seven days a week. Orders should be placed at least 3 working days in advance — the earlier the better. Kindly refer to the respective menus for specific details.

Is there a minimum order? How about delivery fee and extra charges?

In general, the minimum order is for 30 guests. If your location requires the strenuous climbing of stairs, there will be a no-lift surcharge of $80 ($85.60 w/ GST). Kindly refer to the respective menus for specific details.

Our latest teardown timing is 10:30PM. Teardowns after 10:30PM will be charged $150 ($160.50 w/ GST). We only allow a maximum of 1 hour extension for all events and there will be an extension fee of $50 ($53.50 w/ GST).

What happens if I need to cancel my order?

Cancellations need to be made at least 3 working days before the event. Cancellations made with less than 3 working days notice will incur a 50% charge. Cancellations made with less than 24 hours notice will not be refunded.

How can I pay?

Credit card, cheque or bank transfer work for us. We will send you the payment details once your order is confirmed.

Food

Can Grain cater to special dietary requirements?

Let us know in advance and we will always do our best to help.

Service

How long will each event last and what happens after?

The maximum duration of each event is 3 hours. Grain will take care of the setup and teardown. We will also dispose of any leftovers. Teardown time will be 3 hours from serving time.

What time will you set up?

We will make sure the place is ready 15 mins before the event. If your event starts at 12:00PM, we will usually arrive by 11:00AM and make sure everything is set up by 11:45AM.

Does Grain provide furniture?

We will only be providing our own tables for the buffet setup. Disposable biodegradable plates, cutlery and cups will also be provided. Tableware and glassware can be arranged as a special request.

Will there be service staff?

Our friendly service staff are available at $80 ($85.60 w/ GST) for a three-hour period.

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