Frequently asked questions

General

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.

Delivery

What are your meal box delivery hours?

We serve lunch from 11:00AM to 2:00PM and dinner from 6:30PM to 9:30PM 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

For larger meal box orders above $100, reach out to us at +65 3163 5336 or by emailing [email protected] 3 days in advance to place an order island-wide.

Is there a delivery fee?

Delivery fees depend on the location. It will cost anywhere from $2 to $5.

How can I skip the delivery fee?

You can skip the delivery fee by choosing the pick-up option. Then, simply head down to our designated pick-up points to pick up your order.

1. How does this work?
Our courier will ping you a text when they are en route to your pick-up location. When you see someone arriving in a Grain t-shirt, wave and smile.

2. How do I pick up my order?
Just show us your order receipt (sent to your email) or tell us your order number so we can make sure that you get the food you wanted.

3. Can someone else pick my food up on my behalf?
Not a problem, they just need to show our couriers a copy of your order receipt.

Orders

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 locations 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 locations.

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 service 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.

Are Grain meal boxes halal?

Yes we are certified halal to provide an inclusive experience for all our customers.

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 referral 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 credits to a friend or exchange them for cash?

Although we want you to make the most of your purchased 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 credits never expire, ever. (unless you spend them of course)

When can I place my order?

In general, orders should be placed at least 4 working days in advance. Our kitchens are open seven days a week. Kindly refer to the respective menus for details.

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CATERING

Orders

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

Kindly refer to the respective menus for details. If your location is not on the ground floor and has no lifts, there will be a no-lift surcharge of $80 ($85.60, incl. GST).

There will be an administrative fee of S$50 (S$53.50 w/GST) incurred for any last minute change request made less than 3 working days before event date.

Our last collection timing is at 10:30pm. Collection after 10:30pm will be chargeable at S$150 (S$160.50 w/GST) per order.

We only allow a maximum of 1 hour extension for all events. There will be an extension fee of S$50 (S$53.50 w/GST). We reserve the right to teardown at our next available time slot.

What happens if I need to cancel my order?

Cancellations need to take place 3 working days before the event date and will incur a 50% charge, while cancellations within 24 hours 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.

Can Grain cater to special dietary requirements?

We can cater to most dietary requirements. Do reach out to us if you have anything in particular that you would like to see on our menus.

Food

Is Grain Catering Halal-certified?

Yes we are certified halal to provide an inclusive experience for all our customers.

What are your operating hours?

Earliest breakfast serving time is at 7.30am. Latest teardown time is at 10:30pm. Collection after 10:30pm will be chargeable at $150 ($160.50 incl. GST) per order.

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 is at 12:00PM, we will usually arrive by 11:00AM and make sure everything is set up by 11:45AM.

Does Grain provide furniture? How about tableware and glassware?

We will only be providing our own tables for the buffet display. 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, incl. GST) for a three-hour period.

What are your operating hours?

Earliest breakfast serving time is at 7.30am. Latest teardown time is at 10:30pm. Collection after 10:30pm will be chargeable at $150 ($160.50 incl. GST) per order.

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