FAQs

What is Urban Tiller?

• Urban Tiller is a farm-to-table AgTech startup delivering fresh vegetables to urban households within 6-8 hours from harvest. Piloted in Hyderabad, India, Urban Tiller is now promoting our value proposition of Fresh, Safe and Sustainable produce in Singapore. 

Where do you get the produce?

• We source our produce from local farms (Just Produce, Pacific Agro) in Singapore. 
• Produce are grown hydroponically, organically and in an environmentally sustainable way. 

What do you have?

• Please refer to the product listing in the mobile app. New products will be added periodically into our catalogue. 

How can I keep myself updated with Urban Tiller?

• Follow us on Instagram (@urbantillersg) and Facebook (Urban Tiller Singapore) to receive the latest updates on Urban Tiller’s products, service, promotions, and events. 

What are microgreens? 

• Also known as micro herbs, microgreens are packed with rich & concentrated flavors and nutrients! 
• They are often used as garnishes for dish, but you can also experiment with them to the star of the show. Check out our Instagram page (@urbantillersg) to see various ways our customers are using the microgreens.  
• Microgreens are different from the fully grown herbs in terms of size, concentration of flavors and nutrient content. If your recipe required regular herbs, we recommend trying a microgreen substitute!

Can I continue to cultivate the microgreens and harvest them later?

• Yes, you can do so. The cultivation depends on your care and it can in principle continue to grow.  
• However, the microgreens are delivered to you at the best timing for the best flavour. You should harvest them and eat them within 2-3 days, otherwise the flavour might get way too strong.

Is your salad prewashed? 

• Yes! You can eat them directly from our salad boxes.

Why can't I purchase/ find previously available vegetables?

• Some of our vegetables might not have good quality yield from time to time. Hence, we would have to stop selling them until the farms manage to yield high quality vegetables. 

Can I order through the website?

• Yes. We have our web store now: https://shop.urbantiller.sg/.
• Our app is easy and safe to use as well.

Getting started for app

• You can download the Urban Tiller mobile application through the App Store (for IOS users) or Google Play (for Android users).
• You will need a registered mobile number and an email address to register for a new account. 
• In the process, you will need to enter the OTP that will be sent to your registered mobile number. 

Why do I need to share my location when installing the app?

• It is a logistic requirement from the App Store and Google Play for our app.
• However, you can disable the location sharing feature in the settings in your phone after installing the app.

How do I update my account information?

• You can update your information in the account button found in the menu page.

Why can't I input my delivery address?

• We are delivering islandwide in Singapore only. 
• Therefore, you would need to move the pin on the map to the center of Singapore island. Then, you can key in your address (including the postal code) as per usual.
• We apologize in advance for this confusion.

How do I give reviews?

• You will be prompted to give reviews for your purchase and your in-app experience via email.
• You are also welcomed to leave your review through Google and our Facebook page. 

How do I make purchases?

• You can browse the item catalog and add items to the shopping cart through the Urban Tiller mobile app. 
• When checking out, you will get to choose a suitable time slot to have your fresh produce delivered. 

I tried to check out and the item in my shopping cart disappeared, what happened?

• Due to limited quantities of produce, the item might have run out before you get to check out. 

How can I make payment?

• We now support PayNow, Credit Cards and Apple Pay (for iOS users) or Google Pay (for Android users) for payments. 
• PayNow:

1. After adding your items to your shopping cart, you will need to select the delivery timeslot. 
2. You can also select if you would like to treat your purchase as gift or to have zero plastics delivery (you will need to bring your own container to collect the items).
3. Select "paynow" as the payment method at the end of the "Checkout Details" screen, and select "Place Order".
4. Take a screenshot of the generated unique QR code. 
5. Launch your PayNow app and upload the screenshot of the QR code. Make payment accordingly. The account you make payment to is shown to be "Omise", which is a payment integration service we are using. 
6. Return to the Urban Tiller app and select 'I Have Made The Payment" button. If you have made the payment, you will receive a confirmation message for your order. 
7. Delivery progress messages will be sent on the day of delivery. 

• More payment supports will be available in the future.

How do I use the discount code?

• You can enter the code at the designated space on the checkout page.
• Discounts are applicable to pre-tax total amount. 
• Only one discount (including the discount from the referral program) can be used in every purchase. 

Why do I not receive the order confirmation message?

• Your payment is not processed successfully for your order.
• You will see a "Pay_Failed" status for your particular order. 
• In this case, we will send you a payment instruction message along with an order confirmation message, so that you can make payment.

Can I place an order as a gift to others?

• Of course! At the "Checkout Details" page, please in put the gift recipient's delivery address (select "Change" to inpuyt new address).
• Select the "Gift" option to input your gift recipient's name and gift message. 
• We will include the gift message in the purchase and deliver the order to your gift recipient. 

How do I make subscription order?

• Please use this form to customize your subscription pack.
• The final price you see at the end of the form is the estimated price for each delivery. 
• The price shown is already discounted. Therefore, discount codes are not eligible to subscription orders.
• We will send you the confirmation and payment details message within 24 hours after receiving the response.  
• You will be charged for at least 4 deliveries (or until end of the next month).

Can I cancel my subscription order?

• After placing the order, you will be prompted via messages to make payment for at least 4 deliveries. 
• You will not be able to cancel the paid deliveries, but you can request to change the delivery date or items in the order. Additional cost or credit balance might occur depending on the changes. 

Why do you only deliver in the afternoon?

• We aim to provide you the freshest produce grown in Singapore. Hence we harvest the vegetables in the morning on the delivery day, and deliver them to you in the afternoon within 6-8 hours after harvest.

How do I receive my order?

• We deliver your order to the provided address in your selected time slot. You are encouraged to collect the order from the address as soon as possible to maintain the vegetables’ freshness.

How much is the delivery fee?

• We provide free delivery for purchases that are above $25 (before applying discount code). 
• Otherwise, the delivery fee is $3.99 for each order. 

What can cause my order to be delayed?

• We are optimizing our delivery system to minimize delays in delivery. However, traffic conditions could cause the delay in the order. In such cases, we will inform you about the delays through email (singapore@urbantiller.com) or WhatsApp. 

What should I do if I have questions about the delivery?

• You can use the in-app “Contact Driver” button to contact the courier to ask about the delivery. 
• You can also contact us through email (singapore@urbantiller.com) or WhatsApp (+65 9669 0285). 

Do you accept self-collection?

• Yes, we do! You can collect your order between 10 am - 2pm at 9 Chin Bee Drive. Please let our customer support (WhatsApp +65 9669 0285)  know that you are coming to collect. 

Can you not use the plastic bags to package the vegetables?

• Yes. In fact, we encourage you to come down with your own containers to pick up the vegetables. Please select "Zero Plastic" option at the "Checkout Details" page for no plastics delivery. 
• You can also let us know about your "no plastics" option via WhatsApp (+65 9669 0285). 
• We are looking for more sustainable packaging now and will adopt that as soon as possible! Please stay tuned! 

When can I apply for a refund?

• You can apply for a refund if:
  • You have not received the item;
  • The item was damaged on delivery;
  • The item does not match the agreed specification (wrong quantity, variation etc.);
  • The item delivered does not match the description provided in the listing of the item. 
• We will review each refund application on a case-by-case basis.

How do I request for refund?

• You can reach out to customer service through email (singapore@urbantiller.com) or WhatsApp (+65 9669 0285) to apply for refund.
• You are advised to take a photo of the said item and share it with our customer service team. 

How do I receive the refund amount?

• Once Urban Tiller has approved the refund application, the refund will be made to your account depending on your payment method.

How long does it take for me to get a refund?

• It will take up to 3 days to process the refund. 

What is credit balance?

• Often, we are unable to provide certain items due to supply issue. If you have made payment for the items, you can also request for credit balance for the item or the price after discount. 
• The credit balance can be used in your future purchases to reduce the amount you need to pay.

WhatsApp: +65 9669 0285

Email: singapore@urbantiller.com