Shipping, Returns & Refund Policy

1. After You Order

Once your order is placed, you'll receive an automated email confirmation. Orders placed outside our operating hours begin processing the next business day.

Delivery time:

• Frozen food items: 1-2 business days
• Courier (non-food) items: 2-3 business days, subject to the external courier's schedule

On the day of delivery, you'll get an automated text letting you know your delivery is on its way.

2. Shipping Rates

Remote locations or CBD: a surcharge of +$6 may apply.

3. On Delivery Day

Please ensure someone is home to receive frozen orders. We take the freshness and safety of our frozen goods seriously, and if no one is available to receive the delivery, we cannot guarantee the food's quality or safety.

Once delivered, it's the customer's responsibility to promptly store frozen items according to the recommended storage guidelines. Plate & Play is not liable for spoilage or damage resulting from delayed or improper storage after delivery.

By placing an order, you acknowledge and accept these terms. Questions about storage or handling? Reach us at orders@plateandplay.sg or via Instagram DM @plateandplay.sg.

4. If Something's Wrong With Your Order

If your order arrives with incorrect or missing items:

1. Take a photo of the items received.
2. Report it within 24 hours of receipt to our Order Fulfillment Team, via orders@plateandplay.sg or WhatsApp: +65 8089 0171.

Once verified, we'll arrange a refund or exchange/replacement for the affected items.

5. Refunds & Exchanges

Due to the perishable nature of our products, all sales are final. Please review your order carefully before checkout — we're unable to offer refunds or exchanges for change-of-mind or ordering errors once an order is placed.

This does not apply to incorrect or missing items (see Section 4 above), which are handled separately.

Refund requests made for compassionate reasons will be reviewed on a case-by-case basis.