FAQ – Tingkat

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Can I choose the days of ordering?
Customers have a choice of making a 3/4/5 days order. In cases of 3 or 4 days order, you may decide the day of     the week of which the tingkat order is omitted. Please note that no changes can be made upon order confirmation.  We would like to clarify that we do not serve 2 days/week or less.

Is the food delivered in microwaveable containers?
No. The food comes in tiffin carriers. Two tiffin carriers are loaned to each customer every day and have to be returned to us upon termination of service. Our stainless steel container/tiffin is meant for the convenience of carrying the food and not recommended for heating or cooking purpose. Request for microwavable boxes will be charge additional $12 per billing.

Do we need to return the tiffin carriers on the next day?
Yes. Customers have to return all tiffin carriers the next day. Customers are required to wash the carriers after eating. Please note that customers are responsible for the Cleanliness, Lost and Damage of the tiffin carriers. Please do not place Container/tiffin under direct fire as it might damage the container. We reserve the rights to claim a replacement cost of $30 and above from customer if any of the compartment is stained or dented due to any mishandling by Customer.

How many dishes will there be?
Customer may option to have 3 dishes + 1 soup or 4 dishes. Upon order confirmation, no changes can be made for the contract.

Is rice provided?
No. Plain rice is not provided, should you require additional order of rice, a nominal fee of $14/20 days per person will be charged.

Are we able to choose the dishes?
Customers are not able to choose the dishes for tingkat orders. However, customer may request to receive a tingkat menu for the month or the first day of every month. This is to ensure customers are aware of the dishes for the month beforehand. Customer may also requests non spicy, no seafood etc.

Can I request a specific delivery time for the delivery of tingkat?
The customer cannot request for a delivery time as the delivery of tingkat is based on the route the driver takes. However, lunch would probably be delivered between 9.00am-1.30pm and dinner to be delivered between 3pm-7.30pm.

Will the meals be delivered punctually everyday?
While we try to maintain consistency in the delivery timings, we are unable to promise on a specific delivery time. There might be traffic/weather and other factors that will affect the daily delivery timing.

Is your company serving on a monthly or 20 days basis?
We are on 20 days basis . But customer can opt for 10 days trial and additional $7 admin charge included.

What is the latest time to place an order?
Customer have to summit the order form from our website 2 working days in advance , and our customer service personnel will contact them as soon as possible to confirm the order.

Do I need to call in every 20 days to renew my tingkat service?
Please note that we will auto renew the orders for the next following 20 days, unless the customers calls in 3 days in advance to terminate their service.

What if I have forgotten to call in to terminate and the 20 days auto renew service have started?
We will prorate according to the number of days the customer have took and a surcharge of $7 will be imposed. You cannot stop the service immediately as you have to carry on for the next 3 days before termination.

If I order both lunch and dinner, will the food be the same?
No. Our menus for both lunch and dinner will be different.

Will there be any cash refund if I’ve skipped a meal?
No. Customers who wish to skip meal would have to inform our customer service personnel 1 working day (before 2pm for lunch and 6pm for dinner ) in advance. We will replace the meal after the contract period. Otherwise no replacement will be made. Last-minute deferment notices after the stipulated deadline may be subjected as forfeiture of delivery. Our Drivers are not responsible for such notices.

How and when should payment be made?
For the ordering of tingkat on a 20 days basis, payment should be made via cheque, Internet Banking Transfer or ATM Transfer within the first 3 days prior to the start of tingkat delivery. Empire Catering reserves the right to terminate the tingkat service if payment is not made by 3rd day of service. Cash should be handed directly to the driver. Cheque should be placed in the first level of food carrier with the address and detail of customer written behind the cheque . Do not put cash in the food carrier.

What should I do if I’ve change of address in the midst of the 20 days contract service?
Customers are require to call 67598033 to inform our customer service personnel on the change of address 2 days in advance. Please note that there are certain areas we do not deliver.

What happens when no one is at home during the delivery?
The food will be hung on the door. Kindly leave a hook there for the delivery man to hook the food.If you have any specific place for us to place the food at, please inform the driver on the 1st day of delivery or contact our customer service.

I have special requirements to the food intake; can you omit some items from the food served to me?
We have quite a number of preference settings available for our customers to choose from, namely: “No Chili”, “No Curry” , “No Chicken”, “No Pork”, “No Fish”, “No Fish With Bone”, “No Prawn” , “No Sotong” , “No Cuttlefish” , “No Beancurd” , “No Vegetable” And “No Meat on Friday”. However, we are sorry to inform you that we cannot accommodate any other preference or special dietary requirements apart from the stipulated 12. We also wish to clarify that we do not serve Beef and Mutton.

Can you use our own containers instead of the company’s?
Unfortunately, we do not accept the usage of other containers except for our company’s.

Will the food be warm when we receive it?
The food is expected to reach our customers at room temperature, and as such we would always recommend our customers to keep the food in the refrigerator upon receiving the food, and heat up approximately 2~3 minutes of high heat in the microwave, or 11~15 minutes of steaming prior to consuming the food, for hygiene reasons.

How many days are we allowed to cater for tingkat?
We deliver our lunch and dinner tingkat service from Monday to Friday; there is no delivery on Saturday, Sunday, Public Holiday, Eve of Christmas & Eve of Chinese New Year.

What happens if it is a public holiday, do you do a refund?
If a Public Holiday falls within the period of a customer’s delivery cycle date range, that public holiday is actually counted as “No-Delivery” and meals will be skipped on that day. In other words, that particular week only counts as 4 delivery days, and if the customer would verify with the calendar he/she will be able to notice that the full cycle still has 20 valid dates of delivery.

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