Where do you deliver to?

We deliver to North Riyadh and other eligible areas, Which you can find on the drop down list when you register, which is located in the upper right hand corner of the website. Then click on ‘Area name’ to see the full list. If you are already logged in, you can follow these steps:

  • Click on ‘My Account’ in the top right corner
  • Select ‘Address Book’ from the list of options on the left
  • Here you can choose to either ‘Change Shipping address’ or ‘Add new address’
  • Click on the Area name drop down box to see the full list.

How much do you charge for the delivery?

SAR 25

What is the delivery slot?

You can usually have your shopping delivered between 8am and 11pm. You can pick a 1 hour time frame when you book a delivery slot. You can book an available delivery slot by following these steps:

  • Click on ‘Book Delivery’ from the menu along the top of the website
  • Select which of your addresses you’d like the items to be shipped to
  • On the calendar, select a one hour time slot that suits you
  • Select the ‘basket’ button in the upper right hand corner. Here you can review all the products you've selected (select ‘view full basket’ for a more detailed review).
  • At this point, you can amend any of the details in your basket, such as quantities and substitution notes.
  • After you’re happy with your order. You can select ‘Check out’.
  • Make sure your delivery address details are correct, and select a one hour time slot from the calendar which has been broken down into days and hours for your convenience.

When can I get my order delivered?

You can have it delivered on the same day between 8am and 11pm, or you can have it arranged to be delivered on any of the following days. It depends on the slot availability. When you select an hour delivery slot, it will be delivered in that slot.

Can I change the delivery time I reserved earlier?

Yes. You can call customer service on “0118101677” and ask them to change time of your delivery.

Can I change the delivery time I reserved earlier?

Yes. You can call customer service on “0118101677” and ask them to change time of your delivery.

How would I know the driver is outside my house?

You will be notified by SMS when they arrive, they will also knock on your door. Alternatively, you can track the delivery by calling us on this number “0118101677”

Who should receive the grocery delivery?

Only people with permission, such as the housekeeper, homeowner etc. If you instruct the delivery driver to go inside they can or leave it somewhere else they can do that. (Please make sure you leave a note for the driver to instruct him to do so)

I chose cash on delivery to pay for my order. Who do I pay when the driver arrives?

The driver will take the payment. Payments can be made via cash or card, using our secured POS machine.

How the driver will hand over my groceries

Someone permitted (Such as the homeowner) should collect the order from the driver when they arrive, the items will come in totimart bags.

Can I use my bank card to pay at doorstep to the driver?

Yes, we have a secured POS machine to do so.

What package do you use to deliver my groceries?

Shopping will come in totimart bags.

What transportation vehicle do you use & is it insulated to keep my groceries cold and well protected & insulated from the heat?

We make sure we deliver fresh and quality groceries. All the stock is well protected in our Totimart van. The items will be kept in a cooler which will protect them from the heat.

What if my delivery comes late?

Delays sometimes happen due to circumstances beyond our control, so we'll call and inform you of any delay as soon as we can.

Alternatively, You can track the order to see if it’s late, to do this. Call customer services on this number “0118101677” and
tell them your booking order reference number and they should be able to deal with your request.

What happens if your driver comes to my house and nobody is there?

Customers should leave notes to leave groceries somewhere else and the driver will ring recipient. You will not be entitled to get a refund as the items have already been purchased from the supermarket.

How do you ensure that what I get is exactly what I ordered?

Every item has a barcode that gets scanned. This ensures the driver gets the product correct every time.

What should I do if there are missing items in my order?

If you find have an item missing from your delivery, please call (0118101677) or email (totimart@totimart.com) our Customer services. They will be able to arrange the missing products to be delivered to your home free of charge.

What if I found unwanted or damaged products?

Take a photo and send it to Customer services via email (info@totimart.com) and they should be able to deal with your request. Alternatively, ring customer services (0118101677) and explain the damage. All missing and damaged items will be replaced free of charge.

How can I return a product?

Unfortunately, We are unable to accept returns (unless damaged, see below). Due to the nature of our business, once the product is purchased from a supermarket we can’t return it.

However, if there is a damaged product we will replace it free of charge. Contact customer services on “0118101677” and they should be able to deal with your request and have your product exchanged.

Click & Collect

How do I use click & collect?

Make your order as you usually would, at checkout you can choose the click & collect option. You will need to check our points of collection to check where the eligible collection points are.

To order Click & Collect follow these instructions:

  • Select the basket in the upper right hand corner, then select checkout
  • You will be taken to the delivery screen, where you can opt for delivery or ‘click & collect’
  • Select one of the available areas for your click & collect.
  • Select one of the hourly collection slots from the calendar

Alternatively, you can choose a collection point anytime during your shop by clicking on ‘Click and collect’ along the menu at the top of the website.

Where are your collection points?

To find a full list of the collection points. Follow these steps:

  • Click on ‘Click & Collects’ from the menu along the top of the website
  • Select ‘Area name’ and select the area you want to collect from

You can then go on to choose a collection slot by selecting a date and time from the calendar.

When can I collect my groceries?

You can select a slot to a time that suits you (Depending on availability). This includes the same day.

Who can collect my groceries?

Either the person who makes the order or the one who has permission (home driver, if the house driver is to collect groceries from collection we have to be instructed to give it to them, with a form of ID)

What proof should I present to collect my groceries?

National ID card, or Passport.

How much will you charge me for the service?

SAR 10

How are my groceries stored before I come to collect them?

All the stock is well protected in our cooler area, this ensures they are protected from the heat. We only use fresh and quality products, to ensure the customer gets only the best.

Can I change the collection time or perhaps cancel it?

Yes, it should be made at least 2 hours before collection is due. To do this, follow these steps:

  • Have your order reference number to hand
  • Call customer services on this number: (0118101677)
  • Make your request to explain you'd like to change or cancel your delivery

What happens if I found that one or more items are missing?

If you find that you have a missing product, we will arrange for you to be able to collect again as soon as possible or a time that suits you. Contact Customer service via phone (0118101677) or email info@totimart.com and they will deal with the request.

Will you substitute some items & what happens if I am not happy with the substitution?

You can advise your picker what to do if any of your products are unavailable and what to pick as a substitute. Click the 'view full basket' when you have clicked on the ‘basket’ in the upper right hand corner. You will see your basket displayed with a column for substitution notes. Click on the row of the product in the substitution note column, then edit.

Do you have a drive-through service to collect my groceries?

No

Order

How can I order?

To order via website, you can follow these steps:

  • Click shop, and find the items you’d like in the categories or alternatively search for them
  • Once you’ve found an item, select ‘Add’ to add it to your basket (You may need to select an option for the desired product)
  • Repeat the previous step for all your desired products, and once you’re happy with all the selections click on the basket in the upper right hand corner and select ‘Check out’
  • Follow the instructions to find out how you would like to have it delivered/ Collected.
  • When you’ve decided how you’d like to get your groceries, click next and on the following page select which payment method you’d like to use from the available options.
  • Select ‘Place Order’

You can also choose to order your items from one list, so you don’t need to search for them individually. To do this, Select ‘Search as a list of items’ located below the search bar. Then type in the list of all the items you wish to buy. Then click ‘add’ for all of these items.

Can I amend or cancel my order?

Yes, to do so, please ring customer services on (0118101677) with your order number and they should be able to deal with your request.

Can I order for someone else?

Yes. To do so add a new address to the address book by following these steps:

  • Go to ‘My Account’ located in the upper right hand corner
  • Select ‘Address Book’ from the options on the left
  • Click on ‘Add new address’ and enter in the details

Can I order for someone else?

Yes. To do so add a new address to the address book by following these steps:

  • Go to ‘My Account’ located in the upper right hand corner
  • Select ‘Address Book’ from the options on the left
  • Click on ‘Add new address’ and enter in the details

Can I tell the picker to substitute if he found the ordered items is not in the store?

Yes, to do so, follow these steps:

  • Select your basket in the upper right hand corner
  • Click on ‘View full basket’ or ‘Substitute options’
  • Here you will be able to add a note for each individual item to explain if you’d like to have it substituted or not.

Where I can see my last orders?

Click on the ‘My Orders’ tab which is located along the top of the website. You will also receive an email confirmation of your order and a text message.

How would I know that my order is placed?

There are many ways to see whether your order has been placed. You can either:

  • Select the ‘My Orders’ located along the top of the page, and you will see your order listed along with other current, cancelled and completed orders.
  • Text confirmation
  • Email confirmation

How do I check the delivery time of my order?

You can see the delivery time of your order via one of these following options

  • Select the ‘My Orders’ located along the top of the page, and you will see your order listed with your delivery time along with other current, cancelled and completed orders.
  • Text confirmation will have you delivery time
  • Email confirmation will have you delivery time

How do I return my order?

Returns cannot be made. However, you can call customer services and they will deal with your request. We are committed to serve our customers with the best of services.

My account

How can I sign in to my account?

To sign in to your account, simply follow one of these steps:

  • Select ‘Log in’ which is located in the upper right hand corner of the website. Then enter your details
  • If you are registering, Select ‘Register’ from the options that are located in the upper hand corner of the website. Then follow the instructions and enter your details.

What if I forgot my password?

If you’ve forgotten your password follow these steps:

  • Click on ‘forgotten your password’ on the log in page
  • Enter your email address and click on ‘Reset my password’
  • You will receive an email with a password reset link where it will let you change your password.

How can I change my password?

To change your password follow these steps

  • Click on ‘My Account’
  • On the options on the left, select account information
  • Select the ‘Change Password’ box
  • Enter your current password and a new one, please make sure you select a secure password to keep your account safe

How can I edit my account information?Go to ‘My Account' and select ‘account information’ which is located on the left.

Can I add another address?

Yes. To do this, Select ‘My Account’ from the options in the upper right hand corner of the website. Then select ‘Address Book’ then ‘Add new address’. Enter the required details.

Why do you ask for my mobile phone number?

So you can receive an SMS confirmation of your order

Why do you ask me to share my house location?

We use house location for two purposes. Firstly, it allows us to ensure we deliver to the correct address. But also, it provides an alternative to customers who prefer a hassle free method of entering their address.

Are my personal details safe with you?

At totimart we take the protection of your personal details very seriously.
You can shop online with complete confidence knowing that we'll never put your data at risk.
We'll never ask you for your login details and any changes you make to your account are done via our secure website.

Our site undergoes regular security and penetration testing to ensure the site is safe for our customers.

Payment & checkout

How can I checkout?

When you've finished your shop follow these steps to checkout.

  • Select the ‘basket’ button in the upper right hand corner. Here you can review all the products you've selected (select ‘view full basket’ for a more detailed review).
  • At this point, you can amend any of the details in your basket, such as quantities and substitution notes.
  • After you’re happy with your order. You can select ‘Check out’.
  • Make sure your delivery address details are correct, and select the delivery time you prefer.

How do I know that my order is confirmed?

You will receive a text and email confirmation. Also, if you Select the ‘My Orders’ button located along the top of the page, you will see your order listed along with other current, cancelled and completed orders.

What type of payment methods do you accept?

All debit and credit cards are accepted. Also, cash/card (POS) on delivery is accepted.

When should pay if I choose cash on delivery?

Once you have received your products and everything is ok, the driver will hand you the receipt. You will then be able to hand over cash. Alternatively, you can choose to pay by card securely (POS).

Should I pay by bank card to the driver?

You can pay cash or by card on our secure card machine (POS), once you have received your groceries and receipt.

Do your products price match the supermarket’s?

Yes, sometimes we offer better prices than the supermarket itself.

Will I get a receipt of my order?

Yes.

How to shop

How can I shop?

To shop via website, you can follow these steps:

  • Click shop, and find the items you’d like in the categories or alternatively search for them in the search bar at the top
  • Once you’ve found an item, select ‘Add’ to add it to your basket (You may need to select an option for the desired product)
  • Repeat the previous step for all your desired products, and once you’re happy with all the selections click on the basket in the upper right hand corner and select ‘Check out’
  • Follow the instructions to find out how you would like to have it delivered/ Collected.

Required steps to order?

You will find the steps to order on the home page, alternatively you can read them here:

  • Click shop, and find the items you’d like in the categories or alternatively search for them in the search bar at the top.
  • Once you’ve found an item, select ‘Add’ to add it to your basket (You may need to select an option for the desired product)
  • Repeat the previous step for all your desired products, and once you’re happy with all the selections click on the basket in the upper right hand corner and select ‘Check out’
  • Follow the instructions to find out how you would like to have it delivered/ Collected.

How can I top up my mobile credit?

To top up mobile credit, follow these steps:

  • Select the mobile top up button on the menu.
  • Select the telecom company
  • Choose the amount you would like and buy.
  • You will then receive the voucher number on the next page and via text.

How can I see the basket Is filled?

You can review your basket by selecting the ‘basket’ icon in the upper right hand corner. If you’d like to see the basket in more detail on a separate page you can select ‘see full basket’. Here you will be able to amend the quantity and whether or not you’d be happy to have substitutions for the products.

How can I add or remove the items from the basket?

Click on the button to remove an item. To change the quantity simply enter the number you would like.

How can I book delivery slot?

You can book your delivery slot at any point of your shop. To select one whilst you’re shopping select ‘Book Delivery’ from the menu along the top and follow these next steps:

  • Select a delivery address
  • Make sure the delivery details are all correct
  • Select property type from the options provided
  • Select any date and time slot from the easy to use calendar. The slots are hourly so you should expect to receive those groceries at any time between the slots.

If you’d like to book your delivery slot after you’re happy with your order. Follow these steps.

  • Select basket and then choose ‘Checkout’
  • Select a delivery address from the ‘Address book’
  • Make sure your delivery details are all correct
  • Select property type from the options provided
  • Select any date and time slot from the easy to use calendar. The slots are hourly so you should expect to receive those groceries at any time between the slots.

Deliveries can be made the same day or for any of the following days, to a time that suits you. (if available)

How can I book a time slot when I choose click & collect?

  • Follow these instructions:
  • Select the basket in the upper right hand corner, then select checkout
  • You will be taken to the delivery screen, where you can opt for the different delivery method
  • Select one of the available areas
  • Select one of the hourly delivery slots

Collections can be made for the same day or for any of the following days, to a time that suits you. (If available)

How do I checkout?

When you've finished your shop follow these steps to checkout.

  • Select the ‘basket’ button in the upper right hand corner. Here you can review all the products you've selected (select ‘view full basket’ for a more detailed review).
  • At this point, you can amend any of the details in your basket, such as quantities and substitution notes.
  • After you’re happy with your order. You can select ‘Check out’.
  • Make sure your delivery address details are correct, and select the delivery time you prefer.
  • Confirm order

How can I add or amend a substitution notes in case the picker does not find the item?

You can make notes on each product to explain if you would like a substitution and what product you would be happy to substitute it with. To do so, follow these steps:

  • On the basket page (click on basket in upper hand corner of website)
  • Select either ‘View full basket’ or ‘substitution options’
  • Select ‘Find a suitable alternative’ if you’re happy to have the product substituted and add a note for the picker. If you’d like no substitution select ‘Don’t substitute’

How can I add or amend the note that will be sent to the shopping picker?

You can make amendments to your notes while you’re shopping by following these steps:

  • On the basket page (click on basket in upper hand corner of website)
  • Select either ‘View full basket’ or ‘substitution options’
  • Select ‘Find a suitable alternative’ to add a note, to amend one. Simply select on the note and edit it.

If you’d like to make amendments after you’ve confirmed the order. Contact us on “0118101677” and we should be able to deal with your request.

What notifications will I receive to confirm my order?

Text and email confirmation.

Register

How can I register with you?

To register a new account, simply follow these steps:

  • Select the ‘register’ button located in the top right corner or the website.
  • Enter your name, email and a password
  • Select an area name’ from the drop down box

You can also choose to register using social media accounts. These are Facebook, Twitter, Google and Linkedin

Return & refunds

Do you accept returns?

No, but you can call customer services and they will be able to deal with your request. We are always looking to provide customers with the best of services.

How do I return them?

Unfortunately, returns cannot be made (unless damaged, they will be replaced for you by contacting us on ‘0118101677’) But if you contact customer services via phone ‘0118101677’ or email totimart@totimart.com they should be able to deal with your request and make arrangements for you. We always look to provide the customer with great service and we are always more than happy to help.

How do I get a refund?

Unfortunately, we do not offer refunds. Due to the nature of a business, once the product is purchased from a supermarket we can’t return it. However, if there is a damaged product we will replace it free of charge.

What is your return & refund policy?

Unfortunately we do not offer refunds for products. However, if there is a damaged product we will replace it free of charge or refund you. If you call customer services on “0118101677” or email info@totimart.com they will be able to deal with your request.

Recipes

What are the recipes?

In the recipes section you will find food from around the world. Global recipe favorites including Caribbean, Portuguese, Indian, Southern, Thai, Vietnamese Cookery & More.

How can I use them?

To use the recipe section, simply follow these steps:

  • Find a meal or recipe you would like to make,
  • Read the instructions and ingredients needed for that meal, and add them to basket
  • Select the ‘basket’ button in the upper right hand corner. Here you can review all the products you've selected (select ‘view full basket’ for a more detailed review).
  • At this point, you can amend any of the details in your basket, such as quantities and substitution notes.
  • After you’re happy with your order. You can select ‘Check out’.
  • Make sure your delivery address details are correct and select the delivery time you prefer. Alternatively, you can select ‘click & collect’.

What type of recipes do you have?

We have recipes available from many different nations, there is a list available on the recipes tab. The recipes are also categorised as well for your convenience. So you can find recipes for lunch, dinner, healthy foods, snacks etc.

How do I order the recipe for more than one person?

There is an option to add more numbers of people. To do this, follow these steps:

  • Select the basket in the upper right hand corner of the page.
  • Next to the recipe select on the quantity button and change to the number of people you would like it to be for
  • Recipes, ingredients tab and select the number of servings

I already have this item so can I remove it from the ingredients' products before I click buy button?

Yes. To remove an item click on the ‘remove this product’ button

What chefs do you have?

Master Chef. We have many qualified chefs with vasts amount of experience in the field, who can create meals from around the globe. We make sure everything is tailored to the local taste.

Are your recipes genuine and tested?

Yes

If I chose not to follow the instructions?

You don’t have to follow instructions but we recommend you follow the instructions to ensure the taste is of good quality

What comes in the delivery?

The recipe along with all the ingredients to create the meal,along with a receipt, in a totimart bag.

Where do you bring the ingredients from?

The ingredients come from the local supermarket. Only top quality and fresh ingredients are used.

What if there is a missing or wrong item?

Contact customer services via phone on ‘0118101677’ or email info@totimart.com with your order number and we will be able to deliver the missing ingredients to you free of charge on the same day

Mobile top up

How do I top up my mobile credits?

To top up mobile credit, follow these steps:

  • Select the mobile top up button on the menu.
  • Select the telecom company
  • Choose the amount
  • We will send you a code on the next page and via text.

What are the telecom companies do you serve?

STC, ZAIN, MOBILEY

How would I receive the code?

It will be displayed to you on the screen once you’ve finished the transaction.

What a prepaid price categories do you have?

SR 10/20/50. If you would like to add more you can choose an amount multiple times. (For example, if you would like 100, select two SR 50’s.)

My lists

What is my list?

The lists is an area where you can create your own shopping lists. It is a hassle free tool that allows the customers to have shopping list for different members in your household. For example, if you are shopping on a weekly basis and order regular items. With a click of a button you can add them all to the basket.

How do I use it?

To use my lists, follow these steps:

  • Click shop, and find the items you’d like in the categories or alternatively search for them in the search bar at the top
  • Once you’ve found an item, select the ‘list’ icon to add it to a list

Favourites

What is my favourites?

‘My favorites’ is a section where you can put all your favourite items into one list

How do I use my favourites?

To use my favorites, follow these steps:

  • Click shop, and find the items you’d like in the categories or alternatively search for them in the search bar at the top
  • Once you’ve found an item, select the ‘love heart’ icon to add it to your favourites
  • Repeat the previous step for all your desired products, and once you’re happy with all the selections you can review your list in the ‘My Favourites’ tab
  • Here you are able to add all the items from the list into your cart

Search & search as a list

How can I search for certain product?

You can search for products and recipes by name or by categories.

What is search as a list of items?

You can type all the items you want to purchase in a list, search for them and select the items you would like.