FREQUENTLY ASKED QUESTIONS
What is Citimart delivery?
Citimart online ordering and delivery is the newest service created for our customers to purchase online using our ordering system, http://citimartdelivery.com.ph/. Customers can select their items at the comfort of their homes than either picks their order in the store or have their order delivered.
Do I need to create an account?
Customers need to create an account on our website to transact the orders.
ORDERING
How do I order?
Customers may go to our website, sign in and choose from our wide variety of products. The total amount can be seen on the checkout page. Please note that delivery charges will vary depending on your location.
How will I know the status of my order?
Upon receipt of your order, it will then be processed by our store personnel. Our customer representative will contact you for any concerns regarding your order.
What if there are items on my order list that are not available?
If it happens, our customer representative will get in touch with you and recommend a possible replacement. If you did not respond within 30 minutes, your orders will be processed without the out-of-stock items.
What if my required items are not listed on your website?
You can list down required items in our comment box on the checkout page. Our store personnel will check the items in store if it is available to include in your orders.
Can I change or cancel my order once it is placed?
You can change your order before checking out. Once you have checked out, cancellation and order changes are subject to store discretion depending on the status of the order and may incur additional charges.
Just in case I am done with the ordering and need to place an additional, will it be possible?
Yes, it is possible, but it will be treated as another transaction. A separate delivery charge may apply.
What if my ordered items are missing or not included on delivery?
We will do our best to 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 received.
Can I order from abroad for my family in the Philippines?
We are currently working on this but you can check our website for items and price references. In the meantime, we will refer our payment partner https://www.beamandgo.com/ if you wish to send the digital gift certificate to your family back home that they can use for purchasing with us.
Can I use this ordering system if I am a member of the Citimart wholesale club?
Prices on our website are at SRP. You can use the website for product and quantity references. Your orders will be forwarded to our wholesale department for price quotation.
SHIPPING AND DELIVERY
What is your schedule of deliveries?
Customers may place their orders on the website 24/7. Orders are checked on a daily basis. Orders received until 12:00 noon (yesterday) to 11:00 am (today) will be delivered on the same day. Orders received past the cut-off time of 12:00 noon will be delivered the following day.
Please note that the screening of orders follows the schedule of our store hours.
If we are experiencing a high volume of orders, the delivery may be delayed. If there will be a significant delay in your order, we will contact you via SMS or Email.
Where do you deliver?
We deliver in a selected area of Batangas Province and Calapan City, Oriental Mindoro.
How much is your delivery fee?
The delivery fee varies per location. Please click the link for the updated rates.
https://www.citimartdelivery.com.ph/pages/delivery-charges
Meet Up Point for Mabacong & Pinamucan Area: Tabangao
Meet Up Point for San Miguel & Talumpok Area: Libjo Central School
Where is my delivery? When is my delivery coming?
Our delivery team will contact you about the status of your orders. If your delivery still hasn’t arrived, please feel free to contact us.
In case there are major delays in your order due to unforeseen circumstances, we will send you an SMS or Email. For major operational disruptions, please check our Facebook Page for announcements & updates.
www.facebook.com/citimartofficial
What if I am not home and no one will receive and pay for my orders?
To avoid this kind of scenario, please make sure that you or a representative will be available to receive your order. If you or a representative is not present, we will have to cancel your order which may incur charges and penalties.
Can I have my grocery picked up?
We also have a grocery pick-up service free of charge. Using our website, just click the pick-up button, choose the preferred branch of pick-up, and indicate the time of pick-up in the comment box.
PRICING AND PAYMENTS
Are prices the same as in the store?
Yes, All items online and in-store are the same. If there are discrepancies with online prices and in-store prices, in-store prices on the day of pick-up/delivery will be followed unless otherwise specified.
What is the minimum purchase requirement?
There is a minimum purchase requirement of ₱1,000 for delivery & pick-up service.
Can I use my Citimart Valucard?
Yes, simply attach the image of your valucard with a readable barline and one valid ID with a picture in the remarks portion.
Can I use my senior citizen discount?
Not at this time.
What is your mode of payment?
For payment during delivery, you can pay with cash, swipe on delivery (credit & debit cards, Gcash, Gift Certificate’s). Please ensure you have the exact amount prepared when paying cash.
RETURNS AND REFUNDS
I want a refund, what will I do?
Valid reasons for a refund includes the following:
·Faulty, defective, or damaged product.
·Quantity charged is higher than the actual order.
·Wrong item is delivered.
·The item has not been received by the customer.
Kindly make sure that all items to be returned are still in their original packaging, with complete accessories and attached price tag (if applicable).
Refund Process
·Contact us immediately within 1 day of grocery delivery via SMS or Email or numbers on the contact details of your corresponding branch that you can find on the website.
·Share with us your personal info (name, contact details, order number, and photos of items to return and reason why you’d like to return). Please take note of the valid reasons above.
·If valid, Citimart will give you instructions on how to return the item. (Unless it is a perishable item, we may just refund you automatically).
·Once your return information is received and inspected by a Citimart Representative, we will send you an email or SMS to notify you that we have received your returned item report. We will also notify you of the approval or rejection of the refund.
·If it is approved, your refund will be processed and a credit will automatically be applied based on your original payment method. If you paid in cash, we will give you credit to use on your next order or suggest a replacement for the item.
