Question 1

Your order will be delivered by Ninja Van

Accepted Answer

As of 25th Feb 2021, we will be engaging the services of Ninja Van as our main delivery service provider.

Ninja Van provides a doorstep service so do provide a valid local mobile phone number where possible so the delivery personnel can contact you when necessary. Ninja Van delivers within the time period of 0900 hours and 2200 hours, except on public holidays where there is no delivery. (Where necessary, in the case of delivery to areas not covered by Ninja Van, we will be engaging Qxpress as the delivery service provider.)

Shipping fees are a flat $4.70 within Singapore (unless otherwise stated).

Your parcel will be picked up by Ninja Van on Tuesdays and Fridays, depending on the day you place your order. An email with your parcel's tracking number will be sent to you by Ninja Van when your parcel has been picked up from us.

You can track your parcel's movement here https://www.ninjavan.co/en-sg/tracking

Question 2

When will my order be shipped out?

Accepted Answer

Your orders will be picked up by our delivery couriers on Tuesday or Friday afternoons. - Orders placed on Thursday, Friday, Saturday and Sunday will be shipped out on the following Tuesday. - Orders placed on Monday, Tuesday and Wednesday will be shipped out on that Friday.

Do place your order by Wednesday and Sunday 9pm, to have your order picked up by our delivery couriers on Tuesday and Friday afternoon. 
We will definitely aim to get your beans to you as soon as possible and will not be more than 10* days post-roast.     *Subjected to our delivery partners' T&Cs

Question 3

How long do I expect to wait?

Accepted Answer

It can take between 5 - 10 working days from the day you place your order, depending on the day that you place it.
 Our delivery couriers then delivers the parcel to your doorstep within 3* working days of the dispatch date.   *Every once in awhile, due to unexpected situations (such as the Circuit Breaker), there might be a longer shipping queue. Please know that our delivery partners are working very hard to get your order to you as quickly as possible (there is almost no reason otherwise to withhold your parcel)! Please bear with us and our delivery partners if your order is taking awhile to reach you. Thank you so much for your patience!

Question 4

How do I track my parcel?

Accepted Answer

[Updated as of 25th Feb 2021]   You can now track your parcel here at https://www.ninjavan.co/en-sg/tracking 
Please keep in mind that it takes at least  business days for the system to process your parcel's details. Do not be alarmed if you are unable to track your parcel after you've received the tracking number from us!

Question 5

What will happen to my parcel if no one is at home to receive it?

Accepted Answer

Ninja Van provides two re-delivery attempt. Should you be unreachable by phone or SMS after the failed delivery attempts, the parcel will be returned to the distribution hub, and to be returned to us.   For each failed delivery attempts, the parcel will be sent back to their warehouse, and an email and SMS will be sent to you stating a failed delivery, and an estimate of the next delivery attempt.   Therefore, it is important that a valid local mobile number be entered where possible for smoother deliveries.

Question 6

What happens if I did not receive my parcel?

Accepted Answer

An SMS notification will be sent to you on the day Ninja Van delivers your parcel.    If your parcel is sent back to us, we will contact you as soon as possible to re-arrange another delivery.

If all else fails, drop us a message via Contact and we will do our best to assist you!

Sender's information:
Tiong Hoe Specialty Coffee 170 Stirling Road, #01-1133 Singapore 140170 Tel: +65 64745442

Question 7

Store Pickup

Accepted Answer

If you've chosen store pickup for your orders, an notification email will be sent to you once it is ready for collection.

Store Pickup is only available at our cafe located at:
Tiong Hoe Specialty Coffee
170 Stirling Road, #01-1133 Singapore 140170 Tel: 64745442   Opening hours: Weekdays: 8:30AM to 5:30PM Weekends/PH: 9:00AM to 4:00PM

Question 8

Returns, exchange & cancellation policies"

Accepted Answer

Unfortunately, we do not accept returns for coffee orders. Also, we are unable to cancel and refund your order if the incorrect shipping address was provided during the purchase.

We thoroughly check through our coffee equipment and accessories before we ship them out and hence, the item(s) delivered are not returnable/exchangeable. Damage due to shipping will be in the carrier's liability. We highly recommend for a store pickup for coffee equipment and accessories purchases.
 Let us know if you needed any assistance by sending us a message on Contact. We will get in touch with you as soon as possible to resolve your worry. For certain accessories, we might need to get into contact with our distributors for the parts and warranty issues. We will, in our utmost efforts, ensure that you are satisfied with your order.

Question 9

How long can I keep my coffee?

Accepted Answer

We highly recommend to consume our roasted coffee beans within a month (two weeks if your beans are pre-grounded) from the roast date (indicated on the information sticker on your bag of coffee) for the best enjoyment of the coffee flavors.

The flavors of our roasted coffee beans are at its peak after it is rested 7-14* days from the roast date.

While there is no defined expiration date or best before for coffee, the best way to guage if your coffee is still fresh is to follow your senses. If the flavor notes are absent and taste differently from the first time you have tried it, it is safe to say that the coffee has expired and it's time to get a new bag.

*Depending on the origin and roast profile of the coffee beans

Question 10

Should I have my coffee ground when I purchase my coffee?

Accepted Answer

We highly recommend to only grind your coffee beans on demand, as pre-ground coffee loses its freshness really quick. Ground coffee has larger surface areas for oxidation to happen, causing the coffee to stale really fast.

An inexpensve hand grinder is sufficient if you're intending to make filter coffee, and the grinding process is really quick and therapeutic! For a portable and affordable hand grinder, you can check out the Porlex hand grinder we have on our online store.

However, we do offer coffee bean grinding services when you purchase beans in-store or on our online store. Do indicate that you want your beans ground if you are ordering through our online store!

Question 11

How should I keep my coffee?

Accepted Answer

The moment the coffee is roasted, it begins to stale due to oxidation. Both oxidation and moisture are really bad for coffee.

The best way to store coffee beans is to keep them in a air-tight container, in a cool and dry place. Air-tight bean canisters that are capable of pushing oxygen out through a one-way valve prolongs coffee bean freshness as well.

Freezing of coffee beans is not recommended unless you have the knowledge and experience in storing them. If done wrongly, moisture might get onto the coffee beans, causing premature coffee extraction.

Question 12

How do I brew my coffee?

Accepted Answer

There are many different ways of brewing coffee. Do check out our brewing guides page for more details on the commonly used methods!

Question 13

Where are your coffee from?

Accepted Answer

We currently carry about 20 different origins of specialty coffee - from Africa, South and Central America as well as Asia.

Question 14

Will you be shipping internationally soon?

Accepted Answer

Yes! We definitely would love our overseas friends to enjoy our coffee as well. We are in the midst of searching for viable shipping options that are sustainable, while keeping the quality of our coffee beans.

Stay tuned to our social media platforms for the latest updates!

Question 15

I want to join your team!

Accepted Answer

Interested to join our team? Head to our Contact page and send us a message, successful applicants will be notified as soon as possible!

Question 16

We are now GST registered.

Accepted Answer

[Updated as of 1st Feb 2021]   As we are GST registered, all prices shown are GST-inclusive.

Question 17

Are your Academy modules payable by SkillsFuture credits?

Accepted Answer

Unfortunately, we aren't registered under SkillsFuture at the moment. Hence, our Academy is not payable using SkillsFuture credits.

Question 18

Are your Academy modules SCA certified?

Accepted Answer

No, our modules are not SCA certified and hence, we aren't able to present a Certificate to you.

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