Frequently asked questions
Question 1. Do you have home delivery and how does it work?
-We have home delivery to around 50% of Sweden's households today. We only provide the entire range in locations where our deliveries are based on our Stockholm Depot. We can´t currently deliver FROZEN goods to the rest of Sweden. However, we can deliver both fresh -, cold, freeze - and dry goods to the places we have home delivery. You can always check what applies home to you, by checking your zip code in the middle of our homepage, where you also get is information about delivery and limit orders for free delivery.
Question 2. Are the goods delivered in refrigerators and freezers?
-Of course. All our and partners vehicles are refrigerators with freezer. We can thus guarantee that all your food from us maintains the right temperature, directly home to your door. In some places we can only guarantee that the goods are driven all the way in refrigerated cars and therefore limited opportunity with frozen goods to these places.
Question 3. How does Post package work with DHL?
-Delivery by DHL will only work if all the items in your basket consists of dry- items. This shipping option is visible at check-out, if the shopping cart consists of only dry goods. If shipping method is not visible at the check-out can remove the goods that they suspect the fridge - or freeze-be 's shipping method appears. For this shipping method, the goods are sent as a package with and to DHL 's Service Point for collection.
Question 4. How can i change my delivery address?
-Every time you are at check-out, you can change your address or enter a different delivery address. Always take your time, so everything is correct. Please note that it is important to always check that the information is correct in your confirmation email. All information can also be changed under "my account" when you are logged in.
Question 5. How do you deliver my order?
-All orders are picked in our stock of our picking staff and delivered in refrigerators. Either of our own personal, or our partner Gordon delivery. We keep an unbroken cold chain from our warehouse to our environmentally friendly diesel cars and electric cars, all the way home to you. In the refrigerators we packed up to 30 pcs of orders, which means that a truck corresponds 30 separate trips, that our customers would otherwise have done. We use modern trucks and plan our delivery routes as environmentally friendly as possible. The cars go after optimized journeys to reduce emissions as much as possible. The cars are equipped with freezers or freeze box with ice.
Question 6. What happens if the delivery fails?
-The most common reason why a delivery does not arrive, is that the customer entered wrong mobile number in his customer card and the communication therefore did not work. After placing an order, the customer always receives an order confirmation via e-mail. One reason that the mail does not arrive on the order confirmation ended up in a spam filter, so always check the trash bin. You can also see orders on "my pages" and under "my orders". In the order confirmation, the customer is asked to always check their mobile number as all delivery communication takes place via text message. If it’s wrong number, you can change this yourself in "my pages" and change account information. When the route is planned, the customer receives a text message with an approximate delivery time and a new text message when the driver is about 30 minutes away and then you can also follow the driver in real time. If the driver nevertheless does not get hold of the customer after 2 calls, the order returns to the warehouse. A new delivery is planned together with the customer. A new shipment will be charged the customer SEK300.
Question 7. What happens if I entered the wrong delivery address?
We are not responsible for incorrect delivery information, with the result that delivery fails. Therefore, check once more that your stated address is correct before you complete the purchase. Returned orders are charged or we can arrange a new delivery with the same goods at a cost of SEK 300. Contact our customer service directly if you need help.
Question 8. Where do I see my order?
-Logged in and go to "My pages" there is a tab called "My orders". All orders are saved there.
Question 9. What happens if an item I ordered is out of stock?
-Pong Market does not work with replacement goods and if the product is out of stock, it is removed from the order. If 20% or more of the order is out of stock, the customer will be contacted to ensure that the customer still wants the delivery. At less than 20%, the order will be sent. The customer always sees the updated order with the right goods under "My orders". No shipping or pick-up fee if the original order is the same.
Question 10. I have not received my order confirmation, what do I do then?
-The first thing you can do is to check if m ai let have ended up in your junk mail. If you do not find an order confirmation there, you can log in and check if your order is in your history.
Question 11. Can I shop without being logged in?
-Yes, you can always choose to shop as a guest on the website. To access your offers, you need to log in.
Question 12. What do I do if I forgot my password?
-When you log in, there is "Forgot password?". Click and enter your email address and then send, there will be an email where you will receive a new password. The password can then be changed to any option, under "Change account information".
Question 13. How do I use a discount code?
-You enter the discount code at checkout before you pay for your order. The discounted amount is then deducted from your total. Discount code only works if you are logged in and do not shop as a guest.
Question 14. When will the money be deducted from my account?
-When you pay by card, the order amount is reserved directly in the account and is not deducted until the delivery date. When booking, we check that your card is valid, and the order amount is reserved. The money is then left in your account but cannot be used. When we have picked up your order on the delivery date, a final booking will be sent to the bank that will make the final payment. Normally this happens within five days but can vary depending on which bank you have.
Question 15. What happens if the price of an item changes?
-It is the prices that apply at the time you place your order.
Question 16. Will I have access to offers that have been activated after I have placed my order?
-No, it is the offers and prices at the time you place your order that apply. Regardless of when your delivery is scheduled, offers that are activated after you place your order will not be available.
Question 17. If I have a problem with payment?
-If you have tried to pay with a saved card, this may need to be saved again. Do you get error messages that payment has failed or try another payment method? " Then try to add the card again. Above the saved card is the button "Add new card", add the same card again and if this does not help, you are welcome to call us on +46 823 45 63 and we will help you.
Question 18. How is my order picked and handled?
-Your goods are carefully selected when they are picked and unpacked. The goods are then stored carefully until you receive git your order. For home delivery, the goods are transported in refrigerated trucks with freezer space. You get your goods delivered at the same temperature as if you shopped directly in the store.
Question 19. How and when can I cancel an order?
-If for any reason change your mind, we recommend contacting us by either e-mail or via our Messenger-service on our website. There you enter your order number, and can then be canceled, if the order isn’t picked.
Question 20. How do I pay?
-Our payment provider Klarna provides payment by either card, invoice or direct transfer via bank account.
Question 21. If I have questions about my order, how can I contact you?
-Our customer service has phone hours weekdays between 08:00 - 16:00. Other times, you can email us or send the question in our Messenger service which is available on our website. We respond within 1 hour during office hours and within 24 hours weekends and evenings.
Question 22. What do I do if I want to complain or steam ra my purchase?
-Do you want to cancel your purchase and you have bought goods that are covered by the right of withdrawal according to the law on distance contracts, namely other than food / groceries - you can use the following remorse form. Please note that there is no right of withdrawal for FOOD / GROCERIES.
Any regret form is sent to Pong Market AB, Drottninggatan 71c, 111 36 Stockholm.
It is also possible to mail us to firstname.lastname@example.org