SHOP - FAQs
ACCOUNT MANAGEMENT
Create your account by registering your name, mobile number and email address and nominating a password
Do I need to create a new user account if I already have a SMAC online account?
No. You can use your existing SMAC online credential to sign in.
This is to authorize sharing of your personal information when using the SMAC&SHOP mobile app.
Can I use an existing social account to access the SMAC&SHOP app?
Yes. The SMAC&SHOP app supports social sign-ins via Google and Apple ID.
Can I place an order without a SMAC account?
SMAC&SHOP is exclusive to SMAC members.
If you don’t have a SMAC yet, just create a SMAC&SHOP account and you will automatically get a FREE virtual SMAC Start.
How do I update my profile details?
Go to My Account>Manage My Account>Edit Profile Details
You must be logged in.
Your name, email address and mobile number cannot be edited.
Can I register several delivery addresses?
Yes, you can register several delivery addresses.
The primary delivery address you designate will be the default address used for your order.
You can change this at any time by going to My Account.
Forgot my password, what should I do? From the log-in page click Forgot?
Enter either your registered email address or your mobile number to reset your password.
How do I delete my SMAC&SHOP Account?
You can request for deletion by emailing feedback@smac.ph or helpdesk.smac.ph
Are my personal details secure?
Yes, we strictly adhere to Data Privacy Policies & Regulations.
Click here for our Privacy Policy.
ORDER MANAGEMENT
How do I place an order?
Once you’ve found what you’re looking for, click on the item and add it to cart. If the item comes in different sizes or colors, select your size or preferred color, then add to cart.
You can continue shopping and add more items to your cart or proceed straight to checkout.
What happens after placing an order and successfully checking out?
Once you have placed an order, you will receive a confirmation email.
Your order will then be sent to your indicated address.
How do I receive updates on my order and track my delivery?
You can check the status of your shipment on My Account>Order History.
Just click on the specific order to see the tracking number.
Can I make changes to my order even after I have checked out?
You can no longer make any changes to your order after successful check-out.
Can I cancel my order?
You can no longer cancel your order after successful check-out.
My order is incomplete. What will I do?
Please provide all your order details to our Help Desk.
Why is there more than 1 shipping fee when I checked out?
The SMAC&SHOP platform has multiple Sellers.
Each Seller has its own corresponding shipping fee based on your order and the location where your order will come from.
Can I change my delivery address even after I have checked out?
You may no longer change your delivery address after
successful check-out.
VOUCHER
At the checkout page, add a payment method so you can add a voucher.
Click on Voucher to enter a promo voucher.
If the code is valid, it will be applied.
Can I use more than one (1) promo voucher during checkout?
Currently, only one (1) promo voucher can be used per check-out
Why won’t my promo voucher work?
-incorrect promo code was entered-voucher is expired-promo condition was not met-user is not eligible-voucher claim limit has been met
PAYMENT
What payment methods are accepted?
We accept Cash on Delivery (COD), Credit Card, Debit Card, and GCash.
You can no longer change your payment method at check-out.
Are all items available for COD payment?
Not all items may be eligible for COD payment.
You will not be able to choose the COD payment option for these items.
What is the Credit Card verification process?
To make your online accounts more secure, authentication may be required by your Credit Card issuer.
Your Credit Card will be charged when you successfully check-out.
ORDER TRACKING & DELIVERY
How will I receive my order?
Deliveries are managed by our affiliate couriers.
Are my shipments insured?
All shipments are insured.
This insurance coverage ceases once the shipment and a written acknowledgement of receipt have been received.
How do I receive updates on my order and track my delivery?
You can check the status of your shipment on My Account>Order History. Just click on the specific order to see the tracking number.
What are your delivery methods?
Your order will be delivered by our affiliate courier.
I have a VisMin address, why can’t I enter it as my delivery location?
Our delivery coverage is currently limited to Luzon.
VisMin customers have the option to reach out to our Personal Shoppers.
I have a Luzon address, why can’t you deliver to my location?
Your location is out of the serviceable area of our affiliate courier.
See list of serviceable areas here.
I have a Luzon address saved, but I can’t check out my cart.
It says shipping of my item/s is not available for my area.
The total shipping fee of your order exceeds our shipping limit.
You may reach out to our Personal Shoppers instead who will be happy to assist you.
What are your delivery costs?
Delivery costs vary according to parcel size, weight, value, and destination.
This will be calculated upon check out.
My order is incomplete. What will I do?
Please provide all your order details to our Help Desk.
When will my delivery arrive?
Delivery schedules vary according to destination.You may refer to these estimated shipping lead times for your destination:
|
Metro Manila |
Luzon |
Luzon Islands |
|
2-3 days |
4-5 days |
6-8
days |
How many delivery attempts will the courier make?
Our affiliate courier will make only two (2) delivery
attempts.
PRODUCT WARRANTY
Do your products have a warranty?
Most of our products, especially electronics, have a standard manufacturer’s warranty.
RETURNS & EXCHANGE
What items can I return or exchange?
We accept return or exchange if the item delivered is:
-different from what was ordered-not as advertised-damaged-defective due to manufacturing faults or flaws-missing a part or accessory-expired
What are your return and exchange policies?
1. All items shall be subject to inspection.
2. All items must be returned or exchanged in their original condition, without having been used, washed, or altered and with original accessories, packaging, tags, and seals still attached.
3. For fashion items, it is only possible to exchange the same item for a different size. The item may not be exchanged for a different color or a different item altogether.
4. We will not be able to accept personal care items, cosmetics, swimwear, used footwear, jewelry & other similar items for hygiene purposes.
5. Customized items cannot be returned as they have been created to your specification unless the item arrived damaged or faulty when delivered to you.
6. Gift cards cannot be returned or exchanged.
7. Defective or damaged goods due to customer mishandling cannot be returned or exchanged.
8. Change of mind or mistaken ordering cannot be accommodated.
What is the item exchange period?
You may exchange an item within thirty (30) days from the purchase date indicated on the transaction receipt.
How do I exchange my item?
Item/s must be exchanged at any SM Store branch.
See list of SM Store branches here.
What should I present to exchange my item?
Exchange must be supported by proof of purchase – transaction receipt or sales invoice and item must comply with our return and exchange policies and conditions.
Can I exchange for a different item?
You may exchange for a different item only if the original item you bought is unavailable.
Should there be a variance in price of item, buyer shall pay the difference.
You may return an item within thirty (30) days from the purchase date indicated on the transaction receipt.
How do I return my item?
If your return complies with our policies and conditions, head to any SM Store branch to return the item/s together with the required proof of purchase.
See list of SM Store branches here.
Item/s shall be subject to inspection.
What should I present to return my item?
REFUND
You will receive a Customer Credit Voucher (CCV) regardless of the payment method you used.
Present your CCV to the cashier during payment.
What is the validity of my CCV?
Your CCV is valid for thirty (30) days from the issuance date.
Where can I use my CCV?
You can use your CCV at any of the Seller’s branches.
Can I use my CCV online?
Your CCV can only be used in the Seller’s physical stores.
Will my shipping fee be refunded?
If you initiated the return, your shipping fee can no longer be refunded as the delivery service had already been performed.
If we are unable to deliver to you and the parcel is returned to the seller, then shipping fees will be included in the refund.
How will I receive the refund if my order is cancelled by the Seller?
If you paid via Credit Card, Debit Card or GCash, you will receive your refund via your original payment method.
It may take several business days for your refund to appear on your account.
This is dependent on the processing time of your bank or Credit Card provider.
How will I receive the refund if my order was returned to the Seller?
If you paid via Credit Card, Debit Card or GCash, you will receive your refund via your original payment method.
It may take several business days for your refund to appear on your account.
This is dependent on the processing time of your bank or
Credit Card provider.
SMAC POINTS
SMAC Points earning depends on the amount purchased and the seller.
Visit https://smac.ph/ for more information. for linked out on the site
Can I use my SMAC points to pay for my online purchases?
As of now, you cannot use your SMAC points to pay for your
online purchases, but this is in the pipeline.
T + 632 88338 888
+ 632 7944 3888
M + 63 917 833 2090
+ 63 998 533 8888
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