MyGroser Help

MyGroser Store Credit does not have an expiration date at this time. You may use these credits at your choice of time and for your choice of available products/ delivery times/ delivery dates on the service.

Refunds are handled by actual human members of our customer service team.

Store Credit

All orders are processed automatically by our Customer Care team for the following items:

• Not in stock items
• Cancelled orders
• Damaged or returned orders

These refunds will be made in Store Credit within 7 business days under normal circumstances.

Refund to original mode of payment

If you would like to request for a withdrawal of your Store Credit balance, a refund or any other form of return to your original mode of payment, please send a written request to refund@mygroser.com

Please provide the following for your request to be processed:

Refund for purchase made via debit/credit card

• Customer name
• Customer contact number
• Name on your credit/ debit card used to purchase with us
• Last four digits of your credit/ debit card used to purchase with us
• Customer order number
• Copy of delivery order

Refund for purchase made via bank transfer (FPX)

• Customer name
• Customer contact number
• Name on the bank account
• Account Number
• Bank
• Copy of the receipt emailed to you at time of purchase
• Customer order number
• Copy of delivery order

All such requests are processed manually and can take up to 21 business days to complete.

Are you having trouble paying with your debit card? Perhaps you have yet to activate it for online purchases. Maybe we can help!

Contacting Your Bank

Here the contact numbers for some commons banks. You can call them and request that they enable your debit card to perform 3DS secure online payments (also called Card Not Present payments).

• Hong Leong Bank
  Call +603 7626 8899 to activate your card over the phone
• Maybank
  Call 1300-88-6688 to activate your card over the phone
• CIMB Bank
  Call +603 6204 7788 to activate your card over the phone
• RHB Bank
  Call +603 9206 8118 to activate your card over the phone
• Public Bank
  Call +603 2179 9999 to activate your card over the phone
• AmBank
  Call +603 2178 8888 to activate your card over the phone
• Citibank
  Call +603 2383 0000 (KL) / +604296 0000 (Penang) / +607 268 0000 (JB) / 1800-82-1010 (Sabah & Sarawak) to activate your card over the phone
• Standard Chartered
  Call 1300-888-888 to activate your card over the phone

If you would like to request for a withdrawal of your Store Credit balance, a refund or any other form of return to your original mode of payment, please send a written request to refund@mygroser.com

These requests are processed manually, and can take up to 21 days, depending upon the specific payment method.

Credit / Debit Card

Please provide the following for your request to be processed:

• Customer name
• Customer contact number
• Name on your credit/ debit card used to purchase with us
• Last four digits of your credit/ debit card used to purchase with us
• Customer order number
• Copy of delivery order

FPX / Online Banking

Please provide the following for your request to be processed:

• Customer name
• Customer contact number
• Bank account number which refund will be transferred to
• Customer order number
• Copy of delivery order

If there are any issues regarding your order, please contact our customer service team at help@mygroser.com or call our Hotline as soon as possible.

You can choose not to accept that product at the time of delivery and our Delivery team will return it to us.

We will deduct the price of that item from your total bill and refund it in the form of store credit, into your MyGroser account to be used for your next purchase.

Yes you can. If you have any special requirements, please contact customer service to and we’ll try our best to help!

Please contact our Customer Care team for any addition, amendment, or cancellation of your order.

Please ensure any of the above changes need to be done 24 hours prior to scheduled delivery window as selected at ordering to avoid a re-order or re-delivery charge.

No, we do not allow trading, sharing or refunds of the points that you have earned. Please keep and use your rewards by transferring them to Store Credit when you can.

We advise you to contact our Customer Care team at our Hotline or email us at help@mygroser.com as soon as you are aware you will not be around as the specified time.

Our Customer Care team will assist to rearrange or accommodate your changes as far as possible.

If you are merely a little bit late, our Delivery teams will wait up to 10 minutes, before the items are returned to MyGroser. In this case, Customer Care will contact you to reschedule delivery (delivery charges may apply).

Don’t worry! If you can’t find an answer to the questions you have, go ahead and:

• Contact Customer Care through the chat button on the lower right hand side of the MyGroser website (it’s the little round one – just click on it and follow the instructions), OR
• Send an email to help@mygroser.com and we will have someone get back to you with an answer as soon as we can, OR
• Call us on our hotline at +603 5888 9275.

Please note that our Customer Care Team is online from 9am to 6pm

By the way – if it’s a question that we think other customer might want to hear about, you’d be helping us help other people as we would add it to our Help Section … isn’t that cool?

Guidelines for the Sale of Alcohol to our customers in Malaysia

• Customers must be of legal age of 21 years and older to purchase or consume alcohol.
• Before you can order or sign up for an account, you must agree to our terms of use, confirming that you will not furnish alcoholic beverages obtained through the service to any person who is under 21 years of age.
• Our Delivery teams have been trained to recognise fake or invalid forms of ID and will deny deliveries to individuals who do not meet state-mandated standards.
• Once an order is delivered to a person of legal age, who shows a valid form of identification and agrees to the terms of use, it is that individual’s legal responsibility to not share the order with people who are underage – essentially the same as when drinks are purchased from a brick and mortar store.

Yes! We carry products just like you would find in any major Malaysian supermarket or hypermarket.

You can look for your favourite brands or products using our Search bar or speak to our Customer Care team LIVE (it’s the button on the lower right side of the screen).

You can also email us at help@mygroser.com

We do indeed! Just type ‘Organic’ into the search box at the top of the page.

However we are unable to guarantee 100% accuracy with these listings as they are based on the best available information provided to us.

If you find an error, please inform us. We encourage all customers to check all details carefully at all times.

Yes we have a curated range of non-halal products.

MyGroser takes every measure to ensure that Halal and non-Halal products are completely separated during stocking, picking, checkout, and at various other times.

To ensure this, all non-halal items/order are packed using different bags and are sealed so they do not mix with items.

We do things the same way you see it done at hypermarkets and supermarkets across Malaysia 🙂

• Please note that all photos on MyGroser are for illustration purpose only.
• The packaging of the products may change due to festive seasons or promotional offers. MyGroser reserves the right to change/modify/cancel the packaging or the descriptions of listed products without prior notice.
• If you do have concerns, please do let us know by speaking to our Customer Care team as quickly as you can.

All fresh, chilled and frozen products (fruit and vegetables, dairy products, meat, seafood, poultry) will be transported and delivered within thermal bags or ice packed packages as far as possible; or within plastic packaging to maintain temperature and freshness of your goods in transit.

You’ll generally get your products in colder condition then if you had gone to the supermarket yourself.

We take Freshness very seriously!

MyGroser is a premium grocery service that allows you to place orders for same day delivery as well as pre-ordered items. We work with thousands of brands to offer you the products you know, love and discover for your grocery, fresh produce, and everyday essentials needs.

Working with suppliers can sometimes lead to situations where products ordered to meet your needs do not arrive in time. Or they arrive but are not of sufficient quality for us to send to you.

In those circumstances, we will be forced to mark these items as Not in Stock (NS) or Out of Stock and provide you a refund instead. We understand this can be frustrating and ask your understanding based on the explanation above.

We will not be able to provide a refund for the promo or voucher codes, once it has been activated or unused.

Example: If you use a voucher (20% discount on your order for up to RM30 maximum) and you only purchase enough to enjoy a discount of RM10 – you may NOT claim the remaining amount as Store Credit or a refund.

Check your address

To see if your address is covered, please enter your address at the following link https://mygroser.com/en/check-address

When searching for your address, there are two fields:

1. STREET ADDRESS/ BUILDING: Key in ONLY your apartment/building name OR the name of your Jalan (for landed property)
2. UNIT NUMBER/BLOCK: Key in details to your unit/apartment or Pickup area (i.e Lobby/guard), or your house number (for landed property)

Delivery Radius

We currently deliver within KL and most of the greater Klang Valley, including:

• Some parts of Klang
• Shah Alam & Kota Kemuning
• Subang Jaya
• Petaling Jaya
• Damansara
• Subang
• Puchong
• Sri Petaling
• Ampang
• Cheras
• Kepong
• Wangsa Maju
• Cyberjaya
• Putrajaya

If you are unable to save your address, it most likely means your address is not within coverage area.