Frequently Asked Questions (FAQs)
If the FAQs does not have the answers to your questions, please choose a method listed below and send your enquiries:
Contact us at 012-6386021
Email us at email@example.com
Fill in your enquiry in our Contact Form.
PURCHASE AND ORDER
Q: How do I place an order?
A: You can place an order using our website
Using our website (Online Shopping)
1.Go to freshfrozen2u.com.my
2.Click the "Shop" page
3. Select the item that you desire then click "ADD TO CART" button.
4. Once the item is added to cart, click the "CHECK OUT" button to proceed with payment details.
5. The system will prompt you to the payment checkout page (iPay88) after entering your details. (You don’t have to be iPay88 registered user) The page will automatically guide you to your payment process.
6. You can use credit/debit card or instant bank transfer to pay online.
WhatsApp 012-6386021 for Customer Service
Q: Is there any minimum order and what is the delivery charges?
A: Currently we offer free delivery service for all orders that are more than RM150, at Klang Valley area only.
We have no minimum order, but there is a RM20 delivery charge for Klang Valley area, and RM30 and above (depends on location) for outstation areas.
Free of charge for those who opt for self-collection, our shop is located at:
Sunny Appearance Sdn Bhd
Lot 32631, Jalan Sri Ehsan 6,
Taman Sri Ehsan,Kepong,
52100 Kuala Lumpur.
Q: How do I know if my order is confirmed?
A: After successfully checking out, you will be directed to an order confirmation page.
An order confirmation email will be sent to you.
Q: Can I make wholesale purchases?
A: For wholesale purchases, please contact us at 012-6386021 (Customer Service)
Q: What are the available payment methods?
A: We accept VISA & MASTERCARD online.
Or you can perform online transfer to our Public Bank account using online banking.
Public Bank Account
PBB A/C No : 3155655006
Company Name : Sunny Appearance Sdn Bhd
Q: Can I pay by cash or cheque?
A: We are sorry but we do not accept cash or cheque payment at the moment.
Q: How secure are my payment details?
A: All our payments are made through iPay88 website that uses industry-leading SSL (Security Sockets Layer protocol) technology to keep the information safe. (iPay88 is a leading payment gateway providing top online payment collection solutions within ASEAN companies.)
Q: What is your delivery schedule?
A: We deliver from Monday to Saturday. Delivery time is from 10:00am to 6:00pm.
Q: Can I choose a specific timing for my delivery?
A: We will try our best to accommodate your preferred timing. If you have a preferred delivery date and time, please specify them in the "Remark" at the "Checkout" page. We will text you to confirm if we are able to make the delivery during your preferred timing
Q: If I placed an order today, when will it be delivered?
A: We will deliver your order within 4 to 7 working days.
Q: Where are the places you deliver to?
A: Currently we provide home delivery to Klang Valley, and West Malaysia. We are planning to extend our service to other outstation areas soon.
Q: What if no one is at home during the delivery?
A: We will inform you before delivery so that you can arrange for someone can be at home to receive the order. If our attempts to reach you is unsuccessful and there is a missed delivery, we will arrange a re-delivery.
Q: How can I provide feedback regarding my order?
A: Please do not hesitate to email us your feedback to firstname.lastname@example.org.
Alternatively, you can fill up the details in our contact form.
Q: What happens if my order is incorrect and the goods I received that are not what I have ordered?
A: Please check your invoice with your order, please take a photo of your delivery box and send your e-mail to email@example.com. Our office and one of our management team will be in touch to assist you to rectify this matter. We will make arrangements to pick up the incorrect order and replace with a correct order or part thereof.
Please take note: We can only pick-up and re-send goods on the designated delivery days, if a mistake occurs on a Friday delivery we are unable to arrange to have the order picked up until Monday (3 days later). (You will be required to refrigerate the product until it can be returned). On Monday a courier will come to pick up the goods from you and a replacement order will be sent out to you on the next delivery day.
Q: What happens if some item in my order is out of stock?
A: We will do our best to notify you if the product is of out of stock before you check out from our website, so that you can choose a replacement immediately. If you ordered and paid for an out of stock item, we will notify you as soon as possible. Refund will be made. But if you choose to have a similar replacement, there may be a different in pricing.
Q: Is the fish you sell fresh?
A: Yes. We do undergo a strict QC process to make sure our products are fresh. We guarantee that it is of the best quality.
Q: Why don't you charge by kilogram for your fish?
A: We do to an extent. We want to be able to sell seafood in a user friendly way. Most people do not know how much a whole fish’s weight for instance- we have taken the guess work out of it and strive to put prices with a minimum weight of a fish.
For example- Your coral trout’s price will be based on the price per kilogram on a minimum weight listed, if the fish is larger you will NOT be charged extra and your price per kilogram decreases. Although your product is based on a per kilogram basis, you will be paying for the minimum weight even if we send you larger fish.
Q: Why do you sell frozen fish?
A: Because we believe freezing fish soon after it is landed. (Typically 1-4 days depending on the type of fish and where it is coming from) Frozen fish gives you a better experience than eating fresh fish that may be kept chilled for up to a week. We believe that our frozen fish will give you the same eating experience as buying fish at the quayside and eating it straightaway. Frozen fish is highly convenient to store and keeping the flavour and nutrients locked unlike fresh fish. It does not need to be eaten immediately.
Q: What counts is the quality of the fish that was frozen?
A: Yes it is. IQF (Individually Quick Frozen) seafood products are probably fresher than non-frozen seafood you buy at your local store. "Fresh" unfrozen seafood could be up to 4-6 days old by the time it gets through the supply chain and onto your table.
Note: In most cases the cold chain management is not adequate which leads to the loss in quality or freshness of the seafood. When the cold chain is adequately maintained at all times, and there is minimum exposure to air, unfrozen seafood can be kept fresh for 3-4 days without any significant decrease in quality.
Q: How to store seafood?
A: Frozen seafood should be stored between the temperatures of -18°C to -25°C in freezer.
TIPS: Some tips to handle frozen seafood
1. First Thing First: Frozen seafood have to be kept frozen before use.
2. Three methods to defrost/thaw frozen seafood.
a. It is best to thaw frozen seafood in the refrigerator overnight. Make sure the juice from the seafood does not drip onto other cooked or uncooked food.
b. Immerse frozen seafood in tap water for a short time in its original vacuum bag/plastic bag.
c. If you want to defrost with microwave, do not overheat it.
3. Thawed seafood has to be cooked within 2 to 3 hours.
Check and wash the fish with clean water after thaw, descale, remove gill and stomach if necessary.
Ready to eat products:
Some seafood are ready to eat after thawed such as the Unagi (cooked Japanese eel).
Thawing method same as other seafood but ensure the packaging (plastic bag/plastic container) is not broken. If the packaging is broken, do not immerse in water to thaw.
Deep fried directly without thawing. Straight from your freezer. Prepare cooking oil at about 160°C, put in the prawn in the oil about 2 to 3minutes until the prawn turn golden brown.