FAQs

What is Cargills Online?

Cargills Online is the eCommerce platform of the Cargills Group. The platform enables consumers in Sri Lanka to order and enjoy hassle-free delivery to their doorsteps. It also enables non-residents around the world to order and send goods to their loved ones in Sri Lanka. The delivery is restricted to the postcodes marked under the serviceable areas listed on the website. Customers can select from a diverse range of products across frozen, chilled, and ambient temperatures. Such goods include fresh vegetables, fruits, dairy items, fish, meat, poultry, and pharmacy items. The SKUs offered will vary according to supply availability, consumer demand and turnaround time to ensure that the items offered continue to be relevant and appropriate.

How to become a customer for online delivery?

Cargills Online can be accessed through our mobile app (iOS & Android) or website. As a first step, you need to register with the platform by entering the necessary personal details such as name, national identity card number, mobile number, email address, and delivery address. Please note that all of these fields are mandatory and these must be completed to become a customer for online delivery.

Why you should join Cargills Online?

Trust us too, as you have been trusting and transacting with Cargills Food City outlets, Cargills Express outlets, and Cargills Food Hall since 1983. We will pick, pack and deliver to you the best grocery items 365 days a year. We are available across all mobile platforms: web, iOS, and Android to serve you better and are aligned with Cargills’ Vision of “FOOD WITH LOVE”

How can I signup as a new customer?

It is very simple. We will ask you to enter the required credentials to our eCommerce platform.

How can I deactivate my account?

Oh! Very sad to hear this, please contact our customer care center

How can I change my password?

It is easy. You need to go to the login screen and tap on the “Forgot Password” link and follow the OTP process to set your new password

How can I see my order history?

You don’t need to remember. We will record your order history in ascending order under the tab “My Orders”. You can view all the details of the particular order by selecting the relevant date.

How can I receive loyalty points for my order?

It’s easy, if you are an existing loyalty customer with Cargills Rewards Program and have signed up for the Cargills Online app using the registered mobile number and NIC, your loyalty points will be updated in your account on each purchase from the Cargills Online app. If you wish to view your current loyalty points, you can simply tap on the “Loyalty” option in the menu. If you are not enrolled with Cargills Rewards, please visit <cargillsrewards.com> to learn more.

How can I order?

It is easy as one (login to Cargills Online eCommerce Store), two (adding items to the cart), and three (Check out). Firstly, you need to log in to our eCommerce store entering your user credentials as you created the account with us as mentioned in 1.1 above. Secondly, just add items to your cart. If you want to fast-track, you can use the search icon to find the relevant items using different search options such as product name and product category. Also, don’t forget to check on our special online promotional offers. Thirdly, review the order, and delivery address and proceed to checkout using any payment option as you directed. You will receive a confirmation notification once your order has been processed, stating the final invoice.

What goods can I order?

We are happy to note that Cargills Online is poised to offer you an extensive range of products including fresh vegetables, fruit, fish, meat, dairy, and frozen items along with other grocery items. Sorry, no alcoholic beverages and tobacco products will be served.

What is the minimum order value eligible for delivery?

Sorry, we do not process orders below Rs. 1,000/-

How can I modify (add or remove products) in my cart & when?

Have you forgotten anything? Don’t worry, you are free to add or remove items from your cart before checkout; The easiest way to adjust the number of items is by tapping on the Cart icon on the bottom-right of the screen. This will display all the items you have in your basket and their quantities. Find the product you want to adjust and choose the increase (+) or decrease (-) buttons to change the amounts in your basket. Remember, it may take a moment to update the basket price.

Why am I having trouble loading products into my cart?

Don’t worry, it may be due to technical and communication problems. Please check your internet connectivity. If you are still experiencing difficulties, our customer service center is ready to serve you from 8 am to 8 pm daily.

How can I cancel my order?

You are free to cancel your order before checkout or till the time the order is being processed.

When can I cancel my order without a charge?

You are free to cancel your order before confirmation or before dispatch from the warehouse.

How can I change my delivery and contact information?

It is important to maintain your contact and delivery information all the time as we are depending on the same to complete your delivery. You can easily change those details by selecting the <My Account Details> tab. If you find it difficult to find, don’t waste your valuable time, just contact our customer service center.

How can I see my order history?

It is very simple, please, select the tab “My Orders” which is displayed in the menu. All your previous orders are arranged in ascending order for your easy reference. Simply select the order to see the detailed purchases.

How can I receive loyalty points for my order?

Don’t forget to enroll with Cargills Rewards Program and to collect Loyalty Points for your purchases. Once you are enrolled and updated with your registered mobile number in the eCommerce platform, your loyalty points will be credited automatically to your account when the order is completed.

Does Cargills Online deliver to my location?

Currently, we deliver to Angoda, Angulana, Attidiya, Battaramulla, Batuwandara, Bokundara, Boralesgamuwa, Colombo 1-15, Dampe, Dehiwala, Delkanda, Deltara, Egoda Uyana, Erawwala, Gonawela, Gorakana, Gorakapitiya, Gothatuwa, Halpita, Hedigama, Hokandara, Horethuduwa, Indibedda, Jaligoda, Kaldemulla, Kandawala, Katubedda, Katuwawala, Keleniya, Kesbewa, Keselwatta, Kiribathgoda, Kohuwala, Kolamunna, Kolonnawa, Kotahena, Kothalawela, Kottawa, Kuduwamulla, Lakshapathiya, Lunawa, Madapatha, Madiwela, Maharagama, Makandana, Makola, Makuluduwa, Malabe, Mattegoda, Mavittara, Miriswatta, Moratumulla, Moratuwa, Mount Lavinia, Mulleriyawa New Town, Nawala, Neelammahara, Nugegoda, Pallimulla, Pannipitiya, Pelanwatta, Pelawatta, Peliyagoda, Piliyandala, Rajagiriya, Rawatawatta, Sariikamulla, Soysapura, Sri Jayawardenepura Kotte, Suwarapola, Talahena, Telawala, Thalawatugoda, Thumbowila, Walana, Watarappola, Wattala, Welivita, Werahera, Wewala, Willoruwatta. If, for some reason, we’re unable to deliver to your address, don’t worry, please register with us to receive updates as we expand our delivery area.

Why isn’t my location listed under delivery areas?

Your delivery address is located outside the serviceable delivery locations referred to above. Don’t worry, we will serve you soon as we are in the process of developing an island-wide delivery system. Please register with us to receive future development and updates. Please contact our customer care center, if you have any more questions.

What are the delivery timelines?

Orders will be delivered between 8 am to 8 pm seven days a week. You are given the flexibility to choose the following delivery options: (1) 1 Hour Delivery - for smaller orders with guaranteed delivery within the chosen hour (2) Same Day – available until 4 pm (3) Next Day - for delivery on the next day for purchases before midnight (4) Saver - for all other orders *Please note 1 Hour Delivery may not be available in your area.

What are the applicable delivery fees?

Prices vary based on the preferred delivery option: (1) Saver: Rs 300 (2) Next Day: Rs. 300 (3) Same Day: Rs. 350

When can I receive my order?

We are happy to note that you will receive your order according to your selected delivery slot as notified in Q3 above.

Can I order for someone else?

Certainly, you can order for your loved ones provided the delivery location is within our serviceable area as mentioned in Q1 above.

Can I Click & Collect?

We are sorry, we are in the process of including this facility shortly. Don’t worry, we will inform you once this service is implemented.

How can I change the delivery address after placing the order?

Sorry, that’s not possible for the moment, please contact our customer service desk for more information

How can I refuse collection?

We want to serve you better without exception. If the delivery package is opened or goods/items are not in usable condition, you are allowed to refuse to collect the order.

What should I do if some of my delivered item(s) are damaged or expired?

We hope you never experience this but in the unfortunate and rare instance that the delivered item(s) is either damaged or expired please let us know. If you notice this at the point of delivery please inform our agent and return the item(s). Our agent will then acknowledge the return to their handheld device and advice you to get in touch with our customer service team who will ensure you receive compensation immediately. If you notice that the item(s) are damaged or expired post-delivery, please do let us know within 24 hours. You can do so by contacting our customer service desk by either calling us at 0117129129 or emailing us at <customerservice@cargillsonline.com>. We may ask you to send us an image of the item(s), if so, please be patient, this will only be done to fast-track the process to ensure you receive compensation swiftly.

How can I complain?

If you ever have a bad experience, we are sorry. However, there are a few ways in which you can lodge complaints: - Review each order post-delivery once you have confirmed receipt. - Send us an email at <customerservice@cargillsonline.com> - Call us on 0117129129

How can I return an item?

If you no longer want any item(s) you may return it to the delivery agent. We are sorry to note that chilled and frozen items (s) are not returnable unless damaged or expired. This is only to ensure that our customers receive the highest quality products. This includes ensuring our cold chain is secured across our supply chain. Please note for safety and hygiene purposes, we advise our customers to recheck each order before payment to ensure that returns can be avoided.

Why are some goods in my order missing?

Our processes ensure that more often than not, this will not happen. However, in some rare instances such as products getting damaged at the time of picking. In this event, please in touch with our customer desk so that we can compensate you at the earliest.

What are the payment methods available for my order?

Customers can choose from cash/card on delivery or make card payments on the platform- please note that online payments are currently available for limited locations. While we continue to expand the list of payment options, our customers can make transactions using the following credit and debit cards: Bank of Ceylon, Cargills Bank, Citibank, Commercial Bank, Deutsche Bank, DFCC Bank, Hatton National Bank, HSBC, ICICI Bank, National Development Bank, Nations Trust Bank, Pan Asia Bank, Peoples Bank, Sampath Bank, Seylan Bank, Standard Chartered Bank, Union Bank. Please note that this list contains cards that we have tested with, international bank cards are also accepted.

Is it safe to use my debit or credit card to make the payments?

We are using the globally trusted MasterCard Payment Gateway to facilitate transactions. Considered one of the best payment gateways not only do you have the trust of Cargills to ensure a safe payment but also the security of MasterCard. Please remember that both VISA and MasterCard debit and credit cards can be used for payments.

Why can’t I save my card information in the app for a faster checkout?

Unfortunately, to ensure compliance with local regulations we cannot save your card details for now. We understand that this may inconvenience you and hamper your experience. Nevertheless, in the background, we are working on enabling this functionality very soon.

Are there any other charges other than the delivery fee when placing an order?

Nope, there is no other charge apart from the delivery fee!

How can I redeem a Cargills Food City coupon/gift voucher?

Very sorry, we will inform you once this functionality is built into our eCommerce system.

How can I check my payment history?

It’s easy, just tap the particular order displayed under the “Payment Details” option under “My Orders”, all your historical payment details are there.

How can I get a refund?

Don’t worry, we will offer you a hassle-free refund if you cancel your order any time before it is dispatched from our warehouse. The relevant refund will be credited to your selected payment medium within 3 days of your cancellation.

How can I return an item?

Don’t worry, if you want to return any damaged or unusable item to the delivery agent we highly recommend you carry out a quality check when accepting goods from our delivery partners. Please contact our customer help desk, if you have noticed any issue noted postdelivery within 2 hours of delivery.

How can I become a loyal member?

It's not difficult at all and will take just a few seconds of your valuable time. You just need to enter the following information in www.cargillsrewards.com/register to become a Cargills Rewards member a. Name in Full b. NIC Number c. Contact Number (Mobile) d. Email address e. Communication Address

Why should I enroll in the Cargill Loyalty Program?

It is the most prominent supermarket loyalty program in Sri Lanka. The Cargills Rewards Program enables you to accumulate reward points which could be encashed at the time of checkout. It also enables you to avail a range of discounts.

How can I earn loyalty points?

It is hassle-free. All you need to do is sign-up for the Cargills Online app using the mobile number and NIC registered with the Cargills Rewards program. After this, on the successful delivery of each of your orders, your Cargills Rewards account will be credited with points

How can I get frequent loyalty promotional updates?

Just sit and relax, we will send loyalty promotional updates once you enrolled in the Cargills Rewards program. - Push notifications through the eCommerce Mobile App - Promotional messages through emails, SMSs, and social media - Other marketing and communication messages through leaflets, newspaper & magazine publications, etc. - Through our call center communications

How can I check my loyalty balance and expiry dates?

You can view your current loyalty points in the Loyalty section on the app

How can I use my loyalty points in the eCommerce Store?

Sorry, we are in the process of integrating this functionality and will be informed once ready to use.

How do I get in touch with customer service?

Please call our customer service contact number 0117 129 129 or send an email to <customerservice@cargillsonline.com>

How can I receive promotional communication?

You shall receive frequent promotional messages through SMS, email, and push notifications if you are registered with Cargills Online or enrolled with Cargills Rewards or opt for Cargill's email communications in addition to the media campaigns.

Is your concerned area not mentioned above?

Don’t worry, you can always contact us between 8 am to 8 pm daily through our customer service hotline at 0117 129 129. Alternatively, you can email us at customerservice@cargillsonline.com