FREQUENTLY ASKED QUESTIONS
- ordering & Delivery
- product & Price
- account & terminology
We believe that being efficient is the key to success. To streamline your ordering process, this website was developed for your daily ordering use.
You may easily search, create unique frequent order lists for repeated use. From now on, placing orders is just a few clicks away.
Should you require a detailed walkthrough or a hands-on tutorial, please talk to your sales manager or email us at info@chefsgarden.net to request a demo.
While we recommend you to place orders directly via this website for the best efficiency, you are more than welcome to place orders using the below means:
24-hour Order Desk - 2501 5811
Fax - 2501 5211
Email - importorderdeskcgl@chefsgarden.net
Imported items (including imported vegetables, meat and dry groceries):
Order cut off time at 3 pm for next morning delivery.
For order after 3 pm will be delivered next afternoon or the day after.
Wet Market items (i.e. local produce):
Order cut off time is midnight for same morning delivery.
We are always faced with the challenge of keeping fresh stock and so from time to time we may be out of particular items.
When this happens we will try to inform the customer, but many orders leave the market early in the morning so it is not always possible. Whenever we can we will inform the customer and try to replace in the afternoon.
Yes, standing order arrangements are always welcome on regular orders in Hong Kong and Macau. Please contact your assigned sales manager to discuss the details.
We offer delivery service to any business location within our logistic reach.
We offer delivery service to areas in Hong Kong, Kowloon, New Territories, and also outlying islands such as Lamma Island, Peng Chau and Mui Wo. Excluding any restricted areas and areas where trucks are not allowed to enter.
Deliveries to outlying islands will be done via Kaito or Ferry rides, customers will have to pay for the related ferry charge on top of our usual delivery fee. Products will be transferred to the ferry and customers will have to be present at pier for reception of products. Chef’s Garden will not be responsible for any missing or damaged items due to unattended reception of products at the scheduled time.
In order to protect the health or personal safety of the delivery team and the public, we may refuse to deliver to places deemed unsuitable to visit, such as the scene of a major accident or a place that has been blocked due to the epidemic.
Delivery service is available everyday unless there is unforeseen circumstances or scheduled holiday. We will notify you on any expected service interruption due to scheduled holiday, sufficient time will be reserved for you to plan ahead for the order placement.
Our fleet dispatches in two batches everyday, one in the morning and one in the afternoon.
Usually you can expect the morning delivery would be between 9am to 12nn and the afternoon delivery would be between 2pm to 8pm.
Upon getting approved as a Business Account, we will confirm with you the delivery schedule that suits you the most and will try our best to deliver the orders to you within the schedule. The information of such delivery schedule can be found in your customer portal after you are logged in.
You may enjoy free delivery services as long as the total amount of each delivery meets the minimum order amount. Such minimum order amount will be confirmed with you when you become our Business Account user.
In case the minimum order amount is not met, a delivery fee is applicable to each delivery arrangement. The amount of delivery fee varies according to your locations. The delivery fee will be confirmed with you when you become our Business Account user.
Yes, please make sure you communicate this request to our sales manager, especially when you order via our website, as orders received via the website will be arranged for delivery by default.
We do not have a straight rule in place but with our 20 years of operating experience, we managed to flexibly fulfil your orders through different means, such as to deliver the products the day before or stay open late.
We keep close monitoring on the weather conditions and plan ahead. Usually with you involved, so that we, together, could come up with a contingency plan that fits both sides.
We are an absolute one-stop-shop for fresh produce. With our extensive global network of suppliers, we are proud to be one of the largest food importers in Hong Kong.
Apart from fresh produce, we supplies chilled and frozen meat products, dry groceries and F&B related household items.
We are in constant look out for quality products in all categories. Not only are we providing a wide range of choice, but also bring values to our customers’ businesses.
Our fresh produce comes from many origins, including farms in European countries, South Africa, United States, Australia and Mainland China.
Health certificates only apply to a small portion of products, but most of the products come with tests and other certificates to prove their nutritional claims and production standards, such as HACCP.
Upon requests, we could help to get the specific test results or certificates from our suppliers.
Feel free to talk to our sales managers or email us at info@chefsgarden.net to discuss your needs.
Occasionally we will test products in Hong Kong at certified laboratories. For all import products (except products from China), they are tested regularly, either at their production origins or in Hong Kong.
Products with claims such as organic, vegan, dairy-free, etc often backed by laboratory tests and certificates issued by authorities. If you couldn’t find these information from the website, do reach out to our sales managers to request copies of proofs.
Many products are seasonal, especially the fresh produce. We work closely with our network of suppliers to get you the highly seasonal products.
We have a mixed fleet of trucks that are equipped with refrigeration for delivery of chilled and fresh products.
Insulation packaging will also be used to keep your products at the optimal temperature during delivery.
Hygiene and quality control have always been our focus and please feel free to schedule a time for inspection. Many of our major retailer and 5-star hotel customers visit our facilities on a regular basis, to make sure their source of products meet the standards.
We find it fairest and most beneficial for everyone to set price every 10 days starting the 1st of every month.
But we are open for discussion if you have a specific business requirement.
Upon signing up as a business account user, we will go through the credit approval process. Such process will take into consideration the expected order volume, brand reputation, relationship and detailed trading terms involved.
We prefer not to collect cash as this is a security risk for the drivers.
Our professionally trained staff are capable of communicating in Cantonese, English or Mandarin.
Please talk to your assigned sales manager if you have one. Or else, please email us at info@chefsgarden.net or call our hotline 2819 7500.
Pre-order items refer to products that we do not keep regular stock, and only will we request stock from suppliers when we receive enough orders from customers. More importantly, these items do have separate freight schedules and the arrival frequencies varies from 3 days to 2 weeks depending on the products or suppliers.
These items can only be ordered through our sales managers but not through this website. Please contact your sales manager or email us at info@chefsgarden.net for a full list of pre-order items.
Indent items refer to products that we do not keep regular stock, and only will we request stock from suppliers when we receive enough orders from customers. More importantly, these items do have separate freight schedules and the arrival frequencies varies from 3 days to 2 weeks depending on the products or suppliers.
These items can only be ordered through our sales managers but not through this website. Please contact your sales manager or email us at info@chefsgarden.net for a full list of indent items.
Wet market items refer to products that mainly sourced from Hong Kong and Mainland China, and are often seen at traditional wet market. These products are most likely be fresh produce.
Imported items refer to products that are imported from around the world, including Europe, Australia, South-East Asia and United States. Imported products include but not limited to chilled meat, dry groceries, fresh produce and household products.