1. What payment methods do you accept?
We accept major credit cards via Stripe, PayNow, and Store Credit. Payment options will be displayed at checkout.

2. What payment options are available for credit card payments?
We support Apple Pay and credit card payments. Please select these options under Stripe during checkout. 

Stripe

1. How secure is my payment with Stripe?

Stripe is PCI-compliant and employs advanced encryption and fraud detection tools to safeguard every transaction. It is trusted by businesses worldwide for its security and reliability.

2. I am experiencing an incomplete payment with Stripe and unsure if my payment went through. What should I do?
If you are unsure whether your payment was successful, here are the steps you can follow:

• Check your bank account or card statement: Look for any pending or processed charges from our store or Stripe.

• Login to your account: Visit your Take.app account and review the order status under your purchase history to see if the payment went through.

• Contact us for confirmation: If you still experience uncertainty, please reach out to our customer service team @ 8927 1798. We will check the payment status and, if needed, send you a payment link to complete the transaction.
  
  

PayNow

1. How do I make a payment using PayNow?
To complete your payment via PayNow:

• Open your PayNow-enabled banking app.

• Enter the UEN: 202126684Z.

• Enter the total amount and submit the transaction.

• Take a screenshot or save the transaction slip as proof of payment.

• Upload the transaction slip when submitting your order.

***Please indicated your name as payment references if invoice number is not available

2. Why do I need to upload proof of payment?
Uploading the transaction slip ensures we can verify your payment quickly and proceed with your order without delays.

3. How will I know if my payment has been received?
Once your payment has been verified, we will update the status to "Paid" and notify you via email.

4. What happens if I forget to upload the payment proof?
If payment proof is not uploaded, your order will be on hold until the transaction is verified. Please contact our customer service team @ 8927 1798 with the transaction details for further assistance.

5. Can I contact the seller before making a payment?
Yes, you can contact the us @ 8927 1798 before payment for any inquiries. This helps to ensure trust and clarify any doubts before finalizing your purchase.

6. What does 'Mark as Paid upon Customer Confirmation' mean?
This feature allows your payment status to be marked as "Paid" after payment confirmation. It speeds up the process for our account to verify your payment status.

7. What if I accidentally made the wrong payment?
Please contact our support team @ 8927 1798 immediately with your order number and transaction details. We will assist you in resolving the issue as soon as possible.

Store Credit Issue

1: How does the store credit system work?
Store credit is earned based on a percentage of your total purchase amount. For every purchase, you will accumulate credits, which can be used as a discount on future orders. Currently, you earn 1.5% store credit on your total purchase.

2. Do I need to be a member to earn store credit?
Yes, you need to create a membership and log in to your account to earn and redeem store credits.

3. When will the store credit be applied to my account?
Store credits will be applied to your account after the order is successfully completed and delivered.

4. How can I use my store credit?
During checkout, your available store credits will automatically appear as a payment option. You can choose to apply your credits to reduce the total order amount.

5. What happens if my store credit is not enough to cover the total payment?
If your store credit is not enough to cover the entire payment, you can pay the remaining balance using PayNow or Bank Transfer. Please note that Stripe is currently not supported for the Store Credit feature. 

6. My store credit is gone after an incomplete payment. What should I do?
No worries! If your store credit was deducted due to an incomplete payment, please contact our customer service team @ 8927 1798. We will assist you in recovering your credit. 

7. I can’t complete my payment after applying store credit. What should I do?

If you encounter issues completing your payment after applying store credit, please log in to your Dotzu Take.app account and check your incomplete payment. If you still experience issues, contact our customer service team @ 8927 1798, and we will send you a payment link to proceed. 

8. Can I withdraw my store credit as cash if I don't use it?
No, store credits cannot be withdrawn as cash. They can only be used for purchases within the store. 

9. Can I transfer my store credit to someone else?
No, store credits are non-transferable and can only be used under the registered account that earned them.

10. What happens if I cancel an order?
If you cancel an order, any store credits earned from that purchase will be deducted from your account.

 Frozen / Chilled / Fresh Products 

1. What happens if I am not available when the delivery arrives?
If no one is available to receive the delivery, your order will be placed at your doorstep. As your order contains fresh and frozen items, it is important that you collect it as soon as possible to maintain the products in good condition.

2. Can I reschedule delivery for frozen or chilled products?
No, rescheduling is not available for frozen or chilled products due to their perishable nature. Please ensure someone is available to receive the delivery at the scheduled time.

3. Is there a delivery fee?
Yes, a flat delivery fee of $25 applies to all orders. However, the delivery fee will be waived for orders above $120.

4. Why is self-collection not available for fresh, chilled, or frozen products?

Self-collection is not available for these products to ensure they remain in the best possible condition. Our temperature-controlled delivery ensures that your order is transported and handled under optimal conditions to preserve quality. Without proper handling during transit, there is a risk of spoilage, which is why we only offer delivery for these items. 

5. How are frozen and chilled items delivered?
All frozen and chilled products are packed in temperature-controlled packaging and cooler bags to preserve freshness during transit.

6. How far in advance should I place my order?
Orders for frozen and chilled products must be placed at least 3 days in advance to ensure proper handling and on-time delivery.

7. Will I receive a notification before delivery?
Yes, you will receive an email notification when your order is out of delivery. The delivery driver may also call to confirm your availability prior to arrival.

8. What if I have additional questions or concerns about delivery?
If you have any questions or special delivery instructions, feel free to contact our customer service @ 8927 1798 for assistance.

Skincare / Wellness Products

1. What happens if I’m not available when the delivery arrives?
If you are not available to receive the delivery, you have two options:

• Option 1: Allow the parcel to be placed at your doorstep.

• Option 2: Request rescheduled delivery (additional fees will apply).

2. Is self-collection available for skincare products?
Yes, self-collection is available. You can pick up your order at  Dotzu Office @ 3 Phillips Street, #17-01 Royal Group Building, Singapore 048693.
Simply select the “Self-Collection” option during checkout. You will receive a notification once your order is ready for collection.

3. How can I select the delivery option I prefer?
During checkout, you will see options, select the option that best suits your needs.

• Allowing doorstep delivery

• Opting for rescheduled delivery (with additional fees)

• Choosing self-collection

4. How will I be notified about the status of my order?
You will receive an email notification when your order has been dispatched. If you’ve opted for self-collection, we’ll notify you when your order is ready for pick-up.

5. Can someone else collect my order on my behalf?
Yes, someone else can collect the order for you. They will need to provide the order number and your name for verification.

6. How long will my order be held for self-collection?
Orders will be held for up to 7 days after the notified collection date. If the order is not picked up, it may be subject to cancellation without a refund. If you need additional days for collection, please contact our customer service team for assistance. 

7. Is there a minimum spend for free delivery?
The standard delivery fee is $5, but it will be waived for orders above $50.

8. Can I change my delivery option after placing the order?
Yes, but changes must be made within 24 hours of placing the order. Please contact customer service @ 8927 1798 for assistance.

1. How should I store the products upon receiving them?
For skincare and wellness products, store them in a cool, dry place away from direct sunlight to maintain their effectiveness. For chilled items, place them in the refrigerator, and for frozen items, store them in the freezer immediately upon receipt to maintain quality.

2. What should I do if the product arrives damaged or thawed?
If you notice any issues with your order upon delivery, please take a photo on the spot and send the image to us immediately. Make sure to alert us within 24 hours @ 8927 1798 so we can assist you with a replacement or further action.

1. Can I make changes to my order after it's been placed?
Yes, you can request changes within 24 hours of placing your order. Please WhatsApp our customer service team @ 8927 1798 for assistance. 

2. Can I return a product if I change my mind?
Please refer as below.

• For Frozen, Chilled, and Fresh Products: Due to the perishable nature of these items, we do not accept returns unless the product is defective or delivered incorrectly.

• For Skincare and Wellness Products: Returns are not accepted unless the item is defective, damaged upon arrival, or incorrectly delivered. The product must remain unopened and in its original condition.

3. How do I request a refund?
Please refer as below.

• For Frozen, Chilled, and Fresh Products: If your order qualifies for a refund (e.g., defective, thawed, or incorrectly delivered), please take a photo of the product immediately upon receiving it from the delivery partner and notify us within 24 hours for assistance. Please note: We are not responsible for any thawing or spoilage caused by unattended deliveries.

• For Skincare and Wellness Products: If the product arrives damaged or incorrect, please contact customer support within 24 hours with your order details and photos of the item. Refunds are subject to review based on the condition of the product and whether it remains unopened.

1. How do I apply a discount code?
Enter your discount code during the checkout process, and the discount will be applied automatically to your total.

2. Can I use multiple discount codes for one order?
Only one discount code can be used per order.

Group buy Order & Payment

1. What is a Groupbuy, and how does it work?
Groupbuy allows you to share premium products like Japanese A5 Wagyu with friends or family by accumulating orders together. When the minimum order quantity is met, everyone benefits from unbeatable prices.

2. How do I participate in a Groupbuy?
To join a Groupbuy:

• Coordinate with friends or community members to place orders together.

• Add your desired items to the cart only when the minimum order is reached.

• Once the minimum requirement is met, the Groupbuy order can proceed.

3. Who receives the Groupbuy order delivery?
All orders will be delivered to a single location, specified by the person who placed the order. This person is responsible for receiving, consolidating, and distributing the items to group members.

4. Can I place my own order without meeting the minimum quantity?
No, you can only add items to the cart once the Groupbuy minimum order requirement is met. This ensures everyone enjoys the best deal available.

5. Who is responsible for consolidating the payments?
The customer who initiates the Groupbuy is responsible for collecting payments from all participants and placing the final order.

6. When will I receive my items?
Once the order is confirmed and processed, all items will be delivered to the designated delivery location. The Groupbuy organizer will then distribute them to each participant.

7. Are there any additional fees for Groupbuy orders?
No additional fees apply beyond the listed prices, as the order is consolidated to a single location. However, any special requests or extra services may incur additional charges, which will be communicated upfront.

8. What if the minimum order is not reached?
If the minimum order quantity is not met, the Groupbuy will not proceed, and participants will not be able to add items to their cart or complete the purchase.

9. Can I change or cancel my order after it's placed?
Changes or cancellations are not allowed once the Groupbuy order is confirmed and processed. Please coordinate with your group before finalizing the order.

10. I have a network of buyers or an interest in managing groupbuys. Is there any referral fee?
Yes! If you become a Groupbuy Leader and refer buyers through your network, you can earn referral fees. Groupbuy Leaders are provided with a unique code to share, and when buyers use your code, you earn a 10% referral reward based on their total purchase. It’s a great way to help others save while earning rewards for your efforts.

Groupbuy Leader Application 

1. What is a Groupbuy Leader?
A Groupbuy Leader is someone who organizes and manages groupbuy activities, bringing people together to make bulk purchases and enjoy better deals. As a leader, you help others save and earn rewards in the process.

2. What are my responsibilities as a Groupbuy Leader?
As a Groupbuy Leader, you will be responsible for:

• Promoting the groupbuy to your network and organizing orders.

• Managing payments from buyers and placing bulk orders.

• Coordinating product deliveries and ensuring timely distribution to your group members.

3. Are there any rules or guidelines I must follow?
Yes, you are expected to comply with:

• All applicable laws and regulations, including those related to consumer rights, payments, and data protection.

• Product handling standards—especially for perishable goods—to avoid damage.

4. How do Groupbuy Leaders earn?
Groupbuy Leaders earn by following these 3 simple steps:

• Share the groupbuy link or spread the word within your community.

• Collect payments from confirmed buyers and place the order.

• Enter your unique Groupbuy code at checkout to apply a 10% discount. The additional 10% discount becomes your earnings.

5. What are the steps to apply as a Groupbuy Leader?
Follow these steps to apply:

• Complete the questions and click Add.

• Click Cart, then proceed to Checkout.

• You will receive the Groupbuy application form via WhatsApp—fill it out and submit.

• Once approved, you will receive your unique Groupbuy code.

6. Who is responsible for product quality and storage?
As a Groupbuy Leader, you must handle products properly, especially for chilled or frozen items. You are responsible for any damages caused by improper storage.

7. What is my role in managing payments?
You will be responsible for collecting payments from buyers and ensuring payment to Dotzu Singapore Pte Ltd. Any disputes related to payments must be handled directly with your group members.

8. How will I know if my application is approved?
Once your application is reviewed and approved, you will receive a WhatsApp notification with your unique Groupbuy code. 

9: What if I don’t have experience leading groupbuys?
No problem! As long as you have a network of buyers or an interest in managing groupbuys, we’ll guide you through the process to help you succeed.

10. What if I encounter issues or need support?
If you encounter any problems, contact customer service @ 8927 1798 for assistance. Maintaining good communication will ensure smooth operations.

1. What personal data does Dotzu collect?
Dotzu collects personal data necessary for processing and delivering your orders. This includes your name, delivery address, phone number, email address, and order details.

2. How does Dotzu use my personal data?
We use your personal data, including your contact information (phone number, email address, and delivery address), to:

• Process and fulfill your orders.

• Arrange deliveries to your specified address.

• Communicate with you about your orders, delivery status, and provide customer support.

• Improve our services and overall user experience.

3. Does Dotzu share my data with third parties?
We do not share your personal data with any third parties, except with our delivery partners, who need access to your contact information (phone number, email address, and delivery address) to complete the delivery. These partners are required to protect your data and only use it for delivering your order.

4. How long does Dotzu retain my personal data?
We retain your personal data only as long as necessary to fulfill the purposes outlined in this Privacy FAQ, comply with legal obligations, resolve disputes, and enforce our agreements. After this period, your data will be securely deleted or anonymized.

5. Can I access or modify my personal data?
Yes, you can access, update, or correct your personal information through the app's settings or by contacting our customer service team.

6. How can I contact Dotzu regarding privacy concerns?
If you have any questions, concerns, or requests about your privacy or this Privacy Q&A, please contact us @ 8927 1798