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:

  • Bula
  • Baluan*
  • Buayan*
  • Calumpang
  • City Heights
  • Dadiangas North
  • Dadiangas East
  • Dadiangas West
  • Dadiangas South
  • Fatima*
  • Katangawan*
  • Labangal
  • Lagao
  • Ligaya
  • Mabuhay*
  • San Isidro
  • Tambler*

 

We deliver MWFSun to:

  • Cannery*
  • Glamang (Petron Meet Up)
  • Klinan 6 (DARBCI)
  • Magsaysay*
  • Silway 7 (BMEG Meet Up)
  • Silway 8*
  • Poblacion (Polomolok)*

 

We deliver TThSat to:

  • Alabel (Town Proper)*
  • Alabel Checkpoint


*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
  • Dadiangas

 

Zone B - P69 Delivery Charge

  • Baluan (limited)
  • Buayan (limited)
  • City Heights
  • Katangawan (limited)
  • Lagao
  • Ligaya
  • Labangal
  • San Isidro

 

Zone C - P99 Delivery Charge

  • Alabel (Town Proper)
  • Apopong
  • Calumpang
  • Fatima (limited)
  • Mabuhay (limited)
  • Tambler (limited)

 

Zone D (Polomolok) - P120 Delivery Charge

  • Cannery (limited)
  • Glamang (Petron Meet Up)
  • Klinan 6 (DARBCI)
  • Magsaysay (limited)
  • Poblacion (limited)
  • Silway 7 (BMEG Meet Up)
  • Silway 8 (limited)

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.

Do you offer Click & Collect?

Not at the moment! But follow us on Facebook or subscribe to our newsletter to find out if we roll out this service in the future.

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.

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?

You may edit your order straight from you account if you place it after 5pm. You can edit it until 8am the next day. Access your account here.

Otherwise you may message us on Facebook and we will do our best to amend your order.

How do I cancel an order?

If you place your order after 5pm, you may cancel your order straight from your account until 8am.

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.

CHECKOUT & CHARGES

What is the minimum spend?

PHP500.00 is the minimum spend unless there is a promo going on, please check Facebook for more details.

It says I cannot place order?

It’s likely to be one of two things. The first, that you may not have reached the PHP1000 minimum spend just yet.

We have also 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 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)

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?

  +63 951 806 8769

  hello@shopsuki.ph

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