Frequently Asked Questions

Need a question answered quickly? Click below to get answers to the most frequently asked questions.

“Sorry, your session has expired” when I want to pay.

During the check out there are 2 payment methods: DIRECT TRANSFER and Paypal.

DIRECT TRANSFER is where you need to log in to your bank account and transfer your grocery shop manually.
PayPal is where you want to pay via Credit Card. You don’t have to have Paypal Account in order to use this option.
Paypal is a trusted third-party chosen by Tozerba to ensure that the payment is secured and protected.

If you choose the payment via DIRECT TRANSFER, you will see below screenshot:

Example of Completed OrderExample of Completed Order

Question: “Every time I want to pay my grocery, I keep receiving error message – Your Session is Expired, why?”

Answer: Again, once you have submitted the order and choose DIRECT TRANSFER, system will send invoice to your email.
You need to login to your bank account and transfer the grocery shop invoice manually.
This error message is telling you that you couldn’t see your previous list of grocery because your previous order has been completed.

Can I get a text message or personal message if there is any restock on product?

Unfortunately, we wouldn’t be able to send you a personal message to inform any of your request when we restock the products.

Please follow our instagram account @harvest.asian.grocery , you’ll get the most up-to-date information about our current/restock products.

Alternatively, you can head to our website and click view all products, by default it will be sorted based on the latest / restock products.

Can you shop my order for me if I call?

Due to minimize issues, keep track your order and to save your time, We could shop your order via call.

We would encourage you to go to our online shop at https://www.tozerba.com

Do you have an app?

We currently do not have an app dedicated to online shopping.
Our website is responsive and mobile optimized, so we’ve decided not to pursue any mobile apps at this stage.

How can I confirm that we have receive your order?

Once your order is placed you will receive a confirmation email from us.

If you modify your order you need to check out again and each time you will receive a new confirmation email from us.

How do I know whether I can order items in “Jajanan Indo” and “Frozen Food”?

At the moment, we only cover the fresh food delivery items in the information below.

Below are the suburbs covered in Fresh Food Delivery on any purchase in "Jajanan Indo" and "Frozen Food"

  • Eastern Suburbs: 3101 - 3148
  • Melbourne CBD and Inner Suburbs: 3000 - 3010
  • Northern Suburbs: 3147 - 3100
  • South Eastern Suburbs: 3149 - 3207, 3800 - 3810, 3910, 3975 - 3978
  • Western Suburbs: 3011 - 3044

Please send your message for further information for any uncovered area.

Terms and Condition:

  • Tozerba will refund the order if Fresh Food Delivery is selected in the not covered suburbs.
  • Delivery time will be subject the availability of the driver and will notify the receiver for the estimate time of arrival.
  • Please allow 2-5 business days for the order to be completed.

Unfortunately, we couldn’t dispatch items in these categories via third-party delivery because we would like to ensure 100% of customer satisfaction when receiving our products.

How long will my order get delivered?

If you place your order and pay using PayPal / OSKO (Instant Payment), it will take up to 24h to prepare your order.
Your order will be scheduled for shipment the next day and it’ll take between 3-5 working days for our courier to delivery your order.

If you place your order and pay using Direct Transfer, we will prepare your order as soon as the payment is clear on our account.
it will take up to 24h to prepare your order. Your order will be scheduled for shipment the next day and it’ll take between 3-5 working days for our courier to delivery your order.

** In most occasions, we would be able to dispatched your order within 1-2 days after you place your order based on our couriers availability **

How many delivery methods do we have? What are they? Click and Collect, Sendle and Fresh Food Delivery?

Click and Collect: You need to come and pick up your order in our phyical store at 23 Malcolm Street, South Yarra, 3141.

Sendle: Our appointed third-party delivery service for your delivery. Delivery fee is varied.
Please visit https://www.sendle.com and enter your postcode to give an estimation of your delivery fee.

Fresh Food Delivery: Delivery fee is flat $10.50 only suburbs covered in below details.

Below are the suburbs covered in Fresh Food Delivery on any purchase in "Jajanan Indo" and "Frozen Food"

  • Eastern Suburbs: 3101 - 3148
  • Melbourne CBD and Inner Suburbs: 3000 - 3010
  • Northern Suburbs: 3147 - 3100
  • South Eastern Suburbs: 3149 - 3207, 3800 - 3810, 3910, 3975 - 3978
  • Western Suburbs: 3011 - 3044

Please send your message for further information for any uncovered area.

Terms and Condition:

  • Tozerba will refund the order if Fresh Food Delivery is selected in the not covered suburbs.
  • Delivery time will be subject the availability of the driver and will notify the receiver for the estimate time of arrival.
  • Please allow 2-5 business days for the order to be completed.

I am choosing SAME DAY DELIVERY, will my order get delivered today?

We don’t have Same Day Delivery delivery option in our system.
This is an invalid question. We have only 2 delivery methods: FRESH FOOD DELIVERY and SENDLE (Normal Delivery).
We’re trying our best to improve our customer confidence and satisfaction to deliver your order within 24h.

I can’t find the item that I search, should I call the shop and ask whether they have the item?

If you can’t find the item that you search on the website, 99.99% you wouldn’t find the requested item in our physical store.

All products in our website represent of what’s the current items that we currently have and are available in our store.

I don’t want to put an online order because I am “Gaptek” not a Computer Savy. Can I just send send email or chat via Whatsapp to list all products?

Technically you can but please bear in mind that your order might be lost in-translation meaning that it’s prone to human error to list your order manually.

Apologise if our team couldn’t attend attentively if you list your order via Whatsapp or Email.

We would prefer our customer to put online order through our website because it’s easy to track your order.

I have never done Online shop. What should I do?

No worries, please check out the following video link.

I have placed, completed and paid my order. I realised that I need to add some items, what should I do?

We would encourage you to create a new order and pick ‘In-Store pickup” in your delivery method to avoid extra delivery fee.

In customer note, you can simply add ‘Combine with my previous order #1234″

I place my order and some of my items are out of stock in store, what will happen?

Our friendly customer service team will contact you via Whatsapp or Email to provide you further information whether you want to swap with similar time or to refund the out of stock products.
Please refer to our cancellation policy.

I request for a refund, how long will it take?

Our team will work professionally to assist you to refund and it will take between 1-2 business days.

I select ‘Click and Collect’ however, I give instruction in my customer note to deliver my product, what will happen?

It’s your responsibility to provide us the correct delivery information, We would assume that you will pick up your order in our store at 23 Malcolm Street, South Yarra, 3141.

It’s not our responsibility to double check and inform your delivery method.

I was advised to place my order through online, when I open the website and I can only 8 products. What should I do?

Our main page contains 8 latest/restocked products. To view all products, please click the standout button as per below screenshot.

Alternatively, you can go to the shop link in the top navigation menu.
We have more than 1400 items which we always update periodically.


My suburb is not found in the address search and I can only select ‘Click and Collect’ in my delivery method? What should I do?

For example: You’re living in Tasmania, during your checkout you can’t find Sendle option delivery but Click and Collect as the below example.

What should I do?
You can simply choose Click and Collect and inform us via email tozerba@hotmail.com to calculate your shipping fee manually.

Where can I get a copy of my invoice?

Your invoice will be provided to you with your delivery. Your invoice will also be sent to your email.

Please contact us at tozerba@hotmail.com and we will happily email a copy to you.