Frequently Asked Questions

How can we help you?

1. What are the delivery options available, and how much will shipping fee cost?

Flat rate shipping fee is calculated and charged depending on your delivery location (ie. postcode). In specific circumstances such as during a promotion period or applied to specific items, shipping fee may be free, on a case-by-case basis.

2. Can I collect my order directly from KP Market?

Unfortunately, we do not offer such service for now. All orders must be made online through the KP Market marketplace via a desktop browser, mobile browser or iOs / Android apps, that are then shipped via courier partners to your preferred shipping destination address.

3. How do you ensure that my groceries stay fresh during delivery?

All your orders are fully selected and hand-packed right before being sent out for delivery.

4. Do you deliver to my area?

Currently we only deliver to valid residential addresses (based on postcode areas) within Penang state. 

5. I ordered multiple items, but only received one, where are my other items?

If you have ordered from multiple sellers in one order, you will receive your order in separate parcels, from each seller individually. Each order invoice will inform you of the items you can expect to find inside. Please refer to the order invoices from each part of your order to make sure you are not missing anything.

If you find some items missing in your parcel that has not been noted as ‘out of stock’ on your invoice, please contact us immediately with your order number and mention the missing item involved. We will investigate the matter for you without delay.

6. Why did I receive an item that is different from what I ordered?

Each seller may manage and process a lot of orders on a daily basis, though we all take extreme precautions to avoid it, occasional but rare mistakes do occur. Please contact us immediately upon receipt of product, with your order number, details and / or image of the error item(s) received. If possible, do not discard or open the packaging of the error items, and we will investigate to determine if a return or refund can be executed.

7. What should I do if I did not receive everything I have ordered?

If a product is out of stock, you will receive a notification from us. If you find some items missing from your received parcel that has not been noted as ‘out of stock’, please contact us immediately with your order number and mention the missing item involved. We will investigate the matter for you without delay.

8. I entered the wrong address, what should I do?

The delivery address must be a valid residential address within Penang state, we do not ship to PO Box addresses. Unfortunately, the delivery address cannot be amended once the order has been paid for and confirmed.

In any event that the wrong address is inputed in the order, and the package is delivered, KP Market will not be liable for any item replacement or refund of fees. The courier will charge an additional cost for change of address for undelivered parcels with wrong / invalid address.

9. Will I get charged for re-delivery?

Yes. We will charge a delivery fee based on your delivery postcode location. Please make sure you will be available to receive the items during the delivery time slots.

You can find out more about the available delivery time slots here: