FAQs

1. General Ordering & Delivery

  • What are your operating hours?
    • Our office and warehouse operations run from Monday to Friday (8:30 AM – 5:00 PM) and Saturdays (8:30 AM – 12:30 PM). We are closed on Sundays and Public Holidays.

 

  • Do you have a physical store?
    • Yes! We have a retail shop located right at the front of our main facility at 59 - 61, Jalan Ttc 25, Taman Teknologi Cheng, 75250 Cheng, Melaka. Walk-in customers are more than welcome to visit, browse our selection, and purchase directly on-site. The facility also serves as our central distribution warehouse for logistics and pre-arranged next-day self-collections.

 

  • Where do you deliver?
    • We provide comprehensive delivery coverage across all of West Malaysia (Semenanjung Malaysia). We use our own refrigerated trucks for Melaka routes, and trusted cold-chain partners like Line Clear Fresh Express and Ninja Cold for outstation areas. Standard exceptions apply to remote areas without bridge access (e.g., Pulau Tioman, Pulau Perhentian) or extreme interior highlands.

 

  • How long does delivery take?
    • While deliveries are usually fulfilled by the next day, please expect a standard window of 1 to 3 working days for your order to arrive safely.

 

  • What is your weekly delivery schedule?
    • For Melaka, we deliver from Monday to Saturday (including Mondays via our own trucks to keep your stock running seamlessly). For outstation areas outside Melaka, deliveries run from Tuesday to Saturday. No deliveries are scheduled on Sundays and Public Holidays.

 

  • Is there a minimum order amount for delivery?
    • There is no minimum order requirement when purchasing directly through our website, and all listed items already reflect direct wholesale pricing—meaning business owners (B2B) can buy directly off the site immediately. However, for direct manual orders placed via WhatsApp or phone, different minimum order thresholds apply depending on your location and delivery route. Please contact us directly for specific details on direct order requirements.

 

  • What are your delivery charges?
    • Our delivery charges are tiered by location and order total to keep cold-chain logistics fair:

      • Melaka Deliveries:
      - RM0 to RM150: RM15
      - RM151 to RM250: RM10
      - RM251 to RM400: RM5
      - RM401 and above: FREE (FOC)

      • Other States (Outstation):
      - RM1 to RM200: RM30
      - RM201 to RM300: RM25
      - RM301 to RM400: RM15
      - RM401 and above: FREE (FOC)

 

  • What payment methods do you accept?
    • We accept secure online payments directly through our website via RHB Payment Gateway, which supports credit/debit cards, FPX online banking, major e-wallets (such as Touch 'n Go, GrabPay, Boost, and MAE), and popular Buy Now Pay Later (BNPL) options like Atome. For direct manual orders, we accept instant bank transfers before stock dispatch. Please note that Cash on Delivery (COD) is strictly NOT accepted for any orders.

 

  • Do you offer a self-collection option?
    • Yes, you can choose to collect your items directly from our warehouse during operating hours. However, please note that self-collection orders also require a next-day preparation period to ensure your items are properly packed and conditioned straight out of our blast freezers.

2. Products & Dietary Policies

  • What categories of food products do you supply?
    • We offer a comprehensive range across frozen, chilled, and dry goods, including premium meats (beef, lamb, mutton, poultry, processed meats), seafoods, dim sum & dumplings, RTC & RTE meals, frozen fries & vegetables, dairy & cheese, bakery & bread, authentic Japanese products, beverages, sauces, and condiments.

 

  • Is SHC FOODS SDN BHD Halal certified?
    • While SHC FOODS SDN BHD as a corporate entity does not currently hold a formal Halal certification, we operate on a strict, 100% pork-free and alcohol-free policy. Every individual product in our inventory is strictly vetted to meet clear standards: it is either formally Halal certified, 100% pork-free, or 100% alcohol-free. We enforce an absolute policy ensuring zero pork, pork derivatives, or alcohol are handled or stored anywhere within our facility, giving both our commercial partners and retail customers complete peace of mind.

3. Food Safety & Logistics (T&C Applied)

  • How do you guarantee freshness?
    • We utilize state-of-the-art cold-chain logistics and commercial blast-freezing technology. Blast-freezing locks in nutritional value, flavour, and texture at ultra-low temperatures, ensuring products retain their natural integrity from our warehouse to your kitchen.

 

  • What if I am not around to receive the delivery?
    • Because our products are highly temperature-sensitive, Terms & Conditions apply regarding order acceptance. It is the customer's absolute responsibility to ensure someone is physically present to transfer the items to a freezer or chiller immediately upon arrival. Neither SHC FOODS nor our couriers can be held liable for spoilage if items are left unattended.

 

  • What should I do if an item arrives damaged or thawed?
    • Please check your items immediately upon receipt. If any item is found to be defrosted, damaged, or incorrect, please report it immediately to the delivery rider or contact our customer support team within 24 hours with your order details and clear photo proof for a prompt resolution (T&C applied).

4. For Business Owners (B2B)

  • Can business owners buy wholesale stock directly from the website?
    • Yes! Our website prices are already set at direct wholesaler rates, allowing restaurants, cafés, and retail outlets to place bulk orders instantly without waiting for account approval. If you require specialized logistical arrangements, bulk contract fulfillment, or have custom requests, please contact us directly via our business inquiry form or email.