Frequently Asked Questions

DELIVERY

Where do you deliver?

We are currently trialing our service in Gensan and limited areas in Polomolok and Alabel.

Please see the map below:

We deliver daily to GENSAN:

  • Bula
  • Baluan*
  • Buayan*
  • Calumpang
  • City Heights
  • Conel*
  • Dadiangas North
  • Dadiangas East
  • Dadiangas West
  • Dadiangas South
  • Fatima*
  • Katangawan*
  • Klinan 6 (DARBCI)
  • Labangal
  • Lagao
  • Ligaya
  • Mabuhay*
  • San Isidro
  • Sinawal
  • Tambler*

 

We deliver MWFSun to POLOMOLOK:

  • Cannery*
  • Glamang (Petron Meet Up)
  • Magsaysay*
  • Silway 7 (BMEG Meet Up)
  • Silway 8*
  • Poblacion (Polomolok)*

 

We deliver TThSat to:

  • Alabel (Town Proper)*
  • Alabel Checkpoint
  • Kawas
  • Ladol


*Limited coverage, please check map for details

How does your meetup service work?

If you are outside of our coverage area, no worries! Just let us know in the notes section that you would like to meet-up.

Just set your shipping address as your preferred meet up area - anywhere in our coverage area is possible! We also have a list of recommended meet up areas:

How much is delivery?

Meet up and door to door deliveries are the same price

Zone A - P49 Delivery Charge

  • Bula
  • City Heights (less than 2km from KCC)
  • Dadiangas
  • Lagao (less than 2km from KCC)

 

Zone B - P69 Delivery Charge

  • Baluan (limited)
  • Buayan (limited)
  • City Heights (more than 2km from KCC)
  • Katangawan (limited)
  • Lagao (more than 2km from KCC)
  • Ligaya
  • Labangal
  • San Isidro

 

Zone C - P99 Delivery Charge

  • Alabel (Town Proper)
  • Apopong
  • Calumpang
  • Fatima (limited)
  • Klinan 6 (DARBCI)
  • Mabuhay (limited)
  • Sinawal (limited)
  • Tambler (limited)

 

Zone D - P120 Delivery Charge

  • Cannery (limited)
  • Glamang (Petron Meet Up)
  • Magsaysay (limited)
  • Polomolok Poblacion (limited)
  • Silway 7 (BMEG Meet Up)
  • Silway 8 (limited)

 

Zone E - P199 Delivery Charge

  • Ladol Alabel
  • Kawas Alabel

 

Please check map for detailed boundaries:

How long does delivery take?

We aim to deliver the next day for any orders placed before 5pm.

On the day that your order is due, we will contact you for updates before our driver leaves. We will also contact you when they are nearby so you can prepare!

We might be able to deliver on the same day and we will contact you if this option is available for your order.

Please note that orders placed over holidays are dispatched 2 days after the holiday (For example: Wednesday, dispatch day is Friday.)

If we are experiencing a high volume of orders, the delivery may be delayed. We have a fixed number of delivery slots each day and these are filled on a first come, first serve basis. They might get filled up faster during periods of high demand and only slots available on later dates will be shown. We aim to deliver on the slot you select during checkout.

If there will be a significant delay in your order, we will contact you via email or telephone or mobile phone.

Where is my delivery? When is my delivery coming?

We will contact you on the day your delivery is due to let you know what time you should be expecting it. Our drivers & collectors will also call you when they are nearby. If your deliver still hasn't arrived, please contact us on Facebook or call us at 0951 806 8769.

In case there are major delays in your order due to unforeseen circumstances, we will send you a text, email or call. For major operational disruptions please check Facebook for news.

What happens if I miss a delivery?

If you can't be in to receive your order please tell us ASAP.

We will contact you before our driver leaves our dispatch. If we don't get a verbal or text confirmation from you that you will be in at that time, we will not release your order. When the driver is nearby, they will call you to ensure that you are ready.

Our driver will wait 10 minutes at your location before we have to cancel your order. If you have confirmed that you will be in at the designated time, we will not be able to accommodate any re-bookings the same day. You will be charged a re-delivery fee if you would like it resent to you.

RETURNS & REFUNDS

I'd like a refund - what do I do?

Valid reasons for refund include the following:

  • Faulty, defective, or damaged product;
  • Product that is not as advertised on the website;
  • Wrong item is delivered; or
  • The Item has not been received by Customer;

Be sure that all items to be returned are still in their original packaging, with complete accessories and attached price tag (if applicable).

REFUND PROCESS

  1. Contact us immediately via call, SMS/text, email (hello@shopsuki.ph) or through Facebook (m.me/shopsuki.ph) within 1 day of grocery delivery
  2. Share with us your personal details (Name, Contact details and order number), details & photos of item(s) to return and reasons why you'd like to return. Please take note of the valid reasons above.
  3. If valid, Shop Suki will give you instructions on how to return the item. (Unless it is a perishable item, we may just refund you automatically)
  4. Once your returns information is received and inspected by Shop Suki, we will send you an email or SMS to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  5. If it is approved, then your refund will be processed, and credit will automatically be applied based on your original payment method. If you paid in cash, we will give you credit to use on our site.

 

For refunds through debit or credit cards:

Partial/Full Refund of Account – Full refund will be processed on the same day while partial refund will be processed the next day (11:00 PM cutoff for daily transactions) but reversal to the account will depend on the issuing bank. Usually, it would take 3-5 weeks before the refund would be reversed to the issuing bank.

What items are qualified for a refund?

Under the Implementing Rules and Regulations (IRR) of R.A. 7394, The Consumer Act of the Philippines, "a change of mind on the part of the customer does not entitle him/her to a refund or exchange." and several types of goods are exempted from being returned. Perishable goods such as food, meats, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

There is an item missing in my order!

We will do our best to check & triple check your order before it is delivered to you. However, in the rare instance that there are items missing, this will be deducted from your final invoice and you will only be charged for the items you receive.

We will offer you a voucher or resend the item/s. Please contact us immediately.

ORDERS

Where can I find the details of my order?

If you have created an account on our site when you checked out, you may check the details here. We have sent you an order confirmation with details in your inbox. If you can't find your order information, please message us on Facebook.

What happens if something I've ordered is not available?

This won't happen often, as we try to ensure our inventory is updated online. If it does happen, we'll choose something very similar to the original item, and call or text letting you know about the change. If we can't find any alternatives, we will deduct this from your total amount.

If you prefer not to have any substitutions please let us know in the special instructions box in your cart.

The price you pay will be the price of the new item you receive, including any offers.

Can I place my order over the phone or messenger?

We are trialing our phone and messenger service! Just give us a ring at 0951 806 8769 or send us a message on Facebook - message us here.

How do I know if I placed my order correctly?

When you've successfully completed an order, we'll show you an order confirmation page as well as sending you a confirmation email containing your order details.

Can't see the email? You may need to double check your Junk folder. Some customers with active junk filters turned on may not receive confirmation emails.

Can I change an order once it's been placed?

Please message us on Facebook and we will do our best to amend your order. If your order has already been packed, we unfortunately can't make any more changes as this may delay your delivery.

How do I cancel an order?

If you would like to cancel your order, please do so as soon as possible - send us message on Facebook to let us know. You have 2 hours from placing your order to do so, as our pickers will be preparing your order immediately.

If fresh items have already been prepared and can't be returned - you may be charged for these items.

CLICK & COLLECT

How does it work?

Place your Order today on our website and it will be ready in 3 hours* or on your preferred time to pick up or collect straight to your car.

Simply select the Pick Up option during checkout and indicate your preferred pick up date/time.

*If your order is greater than 150 items, then it might take a bit longer. We will update you.

Do you charge a pick up fee?

Nope! It’s absolutely FREE!

What is your working schedule?

Place your order

Collect your Order

9:00 am to 5:30 pm      

11:00 am to 8:30 pm

5:30 pm onwards

Next day pick up starting 9:00 am

 

You are also welcome to schedule pickups for later dates.

Is there a minimum and maximum limit in purchasing?

There is no minimum or maximum order amount.

What if items in my order is out of stock?

If an item is out of stock, the click and collect representative fulfilling the order will contact you for amendments. In case you missed the call from our representative, we will automatically remove out of stock items after no response in 30 minutes if your order is due in the next hour. Otherwise, we will wait until that time.

How will I know the status of my order?

Our click and collect representative will update you with your order status and you can collect as soon as you’ve received the notification either text, call or email.

Can I still make any changes to my order, such as the items listed, delivery date, and time? 

You may inform us of such changes as long as the status of your order is “Not ready for pick-up” or if you haven’t received an update from our click and collect representative yet. However, please note that multiple additions to your order may lead to delays.

How do I pay?

  • Cash on Pick up
  • Swipe on Pick up
  • For online payments, we accept Credit Cards, Debit Cards or Net Banking (Visa or Mastercard). We will send you an online payment link once all amendments have been made.

What happens if I miss my time slot?

Once you have received notification that your order is ready for pickup, it can be collected any time from 11:00am to 8:30 pm on the day you scheduled it for pickup. Orders not picked up by the end of the day can be picked up the next day. Any orders unclaimed 3 days after it is due will automatically be cancelled.

Where do I collect my order?

You can walk in, drive up or ride a tricycle to the KCC Pharmacy Entrance ("Pick-Up Point"). There are designated parking slots for collection here. Please be aware that you are only allowed to park here during collection. You will be sent an SMS and email notification when your order is ready for pick up. Let us know when you are in the area and we will bring your order out in less than 10 minutes.

Can I change my order pick-up time?

Yes, you can leave us a note upon checkout for your preferred time or change your pick up time by informing us through text, call (0951 806 8769 or 0917 860 3209) or email us at hello@shopsuki.ph.

How will I know the status of my order?

If you are not able to pick up your order at the time of your scheduled pick up, we will put it on hold until further notice. In case the order hasn’t been collected in 2 days and no prior notice about the delay we will automatically cancel your order.

In the event of unreasonable delays in Pick-Up attributable to you, you bear the risk of any damage or loss of Goods or any deterioration in quality or change in condition of the Goods. In this case, you shall not be entitled to a replacement, refund or return of the Goods. You alone are responsible for inspecting the Goods/Order when you Pick-Up your Order and shall report any issues and/or defects to Shop Suki before leaving Pick-Up Point premises.

Can I change from Click & Collect to Delivery and vice versa, after submitting my order?

Yes, definitely! However, please bear in mind that you will be charged an additional delivery fee.

CHECKOUT & CHARGES

What is the minimum spend?

No minimum spend.

It says I cannot place order?

We have placed limits on maximum quantities per certain categories to comply with DTI's Anti-Hoarding & Anti-Panic Buying regulations.

If you would like to order a greater quantity or you are still unable to checkout after meeting the conditions above, please contact us on Facebook or send us an email at hello@shopsuki.ph

Can I use my KCC Diamond/Bonus or Kanegosyo card?

We have our own loyalty program exclusively for Shop Suki! Checkout with your account and earn points as you shop. Unlock discounts, exclusive offers and gifts!

You can view your Hearts collected here.

Can I use my senior citizen discount?

Not at this time.

How do I pay?

We currently accept Online Payments (more details below), Cash on Delivery and Swipe on delivery. Please ensure you have the exact amount prepared for when the driver arrives (if you are paying cash).

We accept both credit and debit cards from any banks (including Amex) through Swipe on Delivery.

We can also assist with bank transfers (please message us on Facebook for more information. These will be manually verified with our bank, so please allow us 2 to 3 banking days to acknowledge payments, and 5 to 7 banking days for international transfers. We can't deliver your order until we have manually verified with our bank.

Are your prices the same as in store?

Shop Suki is a separate entity from KCC Supermarket and we have our own pricing structure. In-store prices, promotions, offers, coupons and discounts may not apply.

We always strive to give our Suki the best combination of value and convenience. We have automated and manual reviews of our pricing regularly against our own policies and similar competitors to ensure that it is fair and accurate.

ONLINE PAYMENTS

How do online payments work?

How does it work?

  • Select the Credit or Debit card option during checkout      

choose credit or debit card option during checkout

  • We will notify you over phone and email if there are any amendments made to your order.
  • As soon as the final amount has been verified, you will receive a payment link in your inbox from our trusted payment gateway eGHL stating your order number and corresponding amount.
  • Enter your credit or debit card information.

  • Once the payment is successful, a confirmation page will appear.
  • Additionally, a confirmation email will be sent from eGHL to acknowledge that your payment has been successful.
  • Easy! And now your order is ready to go!
  • For more inquiries, please contact us via Facebook Messenger, email or our customer service number.

What card type can be used for online payment?

Credit Cards, Debit Cards or Net Banking (Visa or Mastercard) For other card types, please opt for swipe on delivery.

I live abroad or have a foreign bank card, can I still use this?

Yes absolutely! We accept all Visa and Mastercards, there are no additional fees for foreign cards.

Can I get groceries delivered to someone else?

Yes, 100% we are all about sharing the love :) Simply write the recipient's name in the shipping address. If this is a gift or a surprise, please let us know in the order instructions box so we don't send a physical invoice with your order. Additionally, please specify the correct person to contact for amendments.

If I don’t have email can I still process an online payment?

For security reasons, payment links will only be sent via email through our trusted payment provider eGHL. Only click the Shop Suki payment link from the email noreply@e-ghl.com

 

How would I know if my payment has been successful?

You will receive an email confirmation from our payment provider (eGHL) from the email address noreply@e-ghl.com when your transaction is successful.

How do I know this payment is secure?

  1. eGHL, our trusted 3rd party payment gateway is PCI DSS Level 1 Certified. Payment Card Industry Data Security Standard (PCI DSS) is a set of data protection mandates imposed on businesses that store, process, or transmit payment card data. Rest assured, we can process all card data safely.
  2. Each payment that we process will go through several steps of our security measures that are monitored by a whole team. We will protect you from fraudulent payment activities.

Can I use more than one payment method per transaction?

Yes, you can split the payment from online, COD, and swipe on delivery method. Please contact us via Facebook Messenger, email or our customer service number to indicate this preference. Alternatively, you may also indicate this in the order instructions box.

How long does it take for the transaction to process if I pay online?

Immediately - you will receive an email confirmation from our payment provider (eGHL) from the email address noreply@e-ghl.com when your transaction is successful

What information do I need to make payment?

Just prepare the Visa/Mastercard you want to use together with your phone for the OTP

When can I pay?

Your order will be finalized for any amendments and a final invoice will be sent. As soon as the order is finalized you will receive a payment link in your email inbox from our payment provider (eGHL) from the email address noreply@e-ghl.com with your final amount

What happens if I’m not able to pay immediately? 

  1. We aim to give you a payment link as soon as the order and payment amount has been finalized including all amendments and additions.
  2. For AM deliveries, all payments must be made before 6:30AM of the delivery date. Payments made after 11AM on the day of the delivery will be postponed the day after.

Are there any charges when paying online?

No additional charges for online payments.

What are the common causes of failed transactions?

Possible problems related to the card

    1. The card is not suitable for making online payments.
    2. The use of the card online has been prohibited by the account-keeping bank.
    3. The card has been blocked.
    4. The card data (card number, expiry date, code on the signature strip) has been incorrectly inputted.
    5. The card has expired.

 

Possible problems related to the account

    1. There are insufficient funds on the account for the transaction to be executed.
    2. The amount of the transaction exceeds the purchase limit set for the card.

 

Possible problems in the connection

    1. There may have been a break in the connection during the course of the transaction. Try again!
    2. The transaction was unsuccessful because you were timed out. Try again!

 

Possible ‘technical’ problems

    1. If you are not returned from the payment page to the merchant’s or service provider’s website, this means that the transaction has not gone through successfully.
    2. If you have been returned from the payment page, but you then go back to the payment page using the browser’s ‘back’, ‘reload’ or ‘refresh’ function, the system will automatically reject your transaction for security reasons.

What happens if I have additions or removals from my order after the payment has been placed and confirmed?

  1. For any additions, we can generate another payment link to settle the balance.
  2. For removals or a decrease in the final order amount we can offer a Shop Suki voucher for the difference or we can generate a partial refund. More details on refunds below.

REFER A FRIEND

How do I refer a friend?

Referring a friend is very easy! Get 25,000 Suki Hearts for getting a friend to try Shop Suki for the first time.

Simply click this link to start sending invites and your friends will get their vouchers straight to their inbox!

My friend referred me, how do I use my voucher?

Glad you'd like to try our Super Suki Service!

1.) Click on your friend's referral link - this should bring you to our site. Otherwise you can paste the link in your browser.

facebook

2. Enter your email to get your unique voucher code sent to you

enter email

3. Check your inbox for your voucher code

email

4. Copy the code and use it during checkout!

checkout

That's it! Easy.

Note that minimum spend is P3,000 and you can only use this voucher during your first purchase.

SUKI PERKS

How do I earn Suki Hearts?

Easy! Simply ensure that you are signed into your account.

Find the Suki Perks icon on the bottom left of your screen (it may take a while to load sometimes) or click this link

You can earn Suki Hearts in many ways!

By purchasing, you can get 1 Heart for every P1 spent.

You can also get Hearts from liking us on social media and subscribing to our newsletter!

How do I spend Suki Hearts?

Once you have unlocked a reward, you will be automatically sent an email with your unique coupon code.

Otherwise, you may visit the Suki Perks panel by clicking the icon on the bottom left of the homepage or clicking this link.

Ensure you are logged in and you can view your current points total and rewards waiting for you.

You can spend your Hearts on vouchers, gifts and other exclusive perks.

STILL HAVE QUESTIONS?

Call us: +63 951 806 8769

Email us at: hello@shopsuki.ph

Message us on: Facebook Messenger