FAQ

Delivery

What are your delivery days and time slots?

    • Our delivery days are everyday!
       

      Available delivery time slots for Monday to Friday. 

      • 4:00pm – 8:00pm


      Available delivery time slots for Sun and Sat. 

      • 2:00pm – 8:00pm

      Just in time for your party!

Do you offer same-day or next-day delivery? Can I request a specific delivery time?

    • We do not provide any same day delivery as we need to prepare your durians a day before.
    • For next day delivery, place your orders before 10pm!
    • If you have any special order arrangements, please contact us at hello@spikedurian.sg

How much is the delivery fee? 

    • Delivery fee of $10 is only applicable to the single box item. Complimentary delivery is given for 3 boxes pack and 6 boxes pack. 
    • There may be additional surcharges during a festive season like Chinese New Year. We will indicate should there be additional surcharges for delivery.
    • In the case of a failed delivery, a $10 re-delivery fee applies for all orders. 

Do you deliver to all areas in Singapore?

    • Yes, we do delivery across Singapore.
    • However, there might be additional charges for the following places that are restricted and difficult to reach to, for example, Sentosa, Changi, Airline house, Tuas. We will contact you beforehand if there are issues in delivery. 

Can I schedule my delivery date?

    • Sure! When you are carting out, choose the delivery date and time slot to book your delivery.

Can I change my delivery address after ordering?

    • Sure, you can change your delivery address as long as you inform us 2 days before your delivery date.
    • Unfortunately, we’re unable to make address changes 1 day before delivery or on the delivery day itself as our logistics arrangements would already be in place.
    • Please contact us at hello@spikedurian.sg for your changes in delivery.

Can you leave the durian at my door or someone has to receive the delivery?

    • We require for all our customers to have someone to receive the durian delivery upon delivery as they are chilled and perishable products. They are required to be placed into your refrigerator immediately upon delivery in order to maintain the best quality of the durians for your consumption.

What is the condition of the product upon arrival (chilled, frozen, etc.)?

    • The durians are delivered chilled, packed in a cooler bag with gel ice packs to maintain chilled temperature. There is also an A5 card with instructions to fully enjoy SPIKE DURIAN.

How long can the items last in the cooler bag before I put them into the fridge?

    • You should put the durians into the refrigerator immediately once you receive the durian to ensure the quality is maintained. You should also consume these durians within 24-48 hours for optimal taste.

Order Issues

My order is incomplete or wrong—what should I do?

Some durian arrived in sour taste or bad quality, what is your exchange or refund policy

    • We are sorry to hear that your durians did not turn out the way we wanted you to have!
    • We have a replacement policy to replace the box of durian that has turned bad, once some verification has been made.
    • You can refer to the Verification Checklist below on the verifications and you can refer to our Replacement Policy.

Verification Checklist

    1. Durians are kept refrigerated upon receiving

    2. Consume within 3 days of delivery - Day of delivery and 2 day after delivery.

    3. The durians were not re-frozen

    4. These are not repacked leftovers 

    5. Do not leave the durian out at room temperature for a long period (>12 hours)

Please write to us at hello@spikedurian.sg immediately and we will assist you on your order.

It will greatly help in our process if you could include the following when writing to us:

    1. Photos or videos of the bad durians

    2. Describe the flavour, your experience and feedback.

 

Product Information 

Where are your products sourced from?

    • Our durians are 100% from Pahang, Malaysia as SPIKE DURIAN aims to provide the best quality to you!

Do you use any preservatives or additives to maintain the quality?

    • There are NO preservatives or additives added in all of our durian products. Once they are harvested during the peak durian season, they are frozen with an advanced high tech freezing technology, Agrifreeze, which locks in all the fresh qualities of the durian and preserves its original quality for later! No other frozen durian in the market can match the quality.
    • Agrifreeze is a one-of-a-kind of freezing technology and SPIKE DURIAN is their exclusive partner for durians.
    • We believe that eating is believing, give it a try!

Storage & Shelf Life

How should I store the product after receiving it?

    • Please store the durians in your refrigerator and consume them within 2 days (suggest 12 - 24 hours) for best freshness!
    • DO NOT re-freeze SPIKE Durian as the original quality will be damaged and you will not be able to enjoy the durian’s original quality that was intended!
    • We will not be responsible for any quality issues if they are refrozen in your freezer.

How long can I keep the product in the refrigerator?

    • We recommend that you consume them within 2 days for the best freshness!

Can I refreeze the product after thawing?

    • DO NOT re-freeze SPIKE Durian as the original quality will be damaged and you will not be able to enjoy the durian’s original quality that was intended!
    • We will not be responsible for any quality issues if they are refrozen in your freezer.

What should I do if I accidentally leave the item out for a few hours?

    • You should consume them immediately. 
    • Although we think that the durian quality will still be very good, you should expect some decrease in quality when putting them into the refrigerator for later consumption after a few hours.
    • We will not be responsible for any quality issues and unable to make a replacement for such issues.

Usage & Preparation

Are there any specific instructions to best prepare and consume the durians?

    • Upon consumption, take SPIKE durians out from the refrigerator and place them at room temperature to let it rest for at least 20-30 minutes with the lid/cover open and enjoy them!

Ordering & Payment

Can I change or cancel my order after confirming?

    • You can cancel your order if you notify us at least 2 days before your delivery date.
    • As our products are perishable, we do not accept cancellations 1 day before delivery.
    • Please contact us at hello@spikedurian.sg for your cancellation.

Can I place bulk or corporate orders?

    • Yes you can! Please contact us at hello@spikedurian.sg and we will assist you on your bulk order!

Replacement policy

Can I get a replacement or exchange if the durians are bad?

    • Customers may request a replacement if the product received is defective due to:
      1. Quality issues
      2. Incorrect order fulfillment
    • Please note that, as durian flavour preferences may be selected when ordering. However, as durian varies naturally, we are unable to guarantee the selected flavour. Any variations from the selected preference do not qualify for a replacement.
    • All claims must be submitted within 24 hours of delivery.
    • Claims must be sent to hello@spikedurian.sg and include:
      a. Order number
      b. Photographs or videos clearly showing the issue
      c. A brief description of the defect or concern