Frequently Asked Questions

What is SM Markets Gifts?

SM Markets Gifts is an application made to enable customers to give made for customers to give gifts purchased from SM Market’s stores to their friends/colleagues and family. Gift items can be either delivered to the recipient’s home through a 3rd party logistics or picked up from the store. Sender can pay online using their VISA/Mastercard/JCB/AMEX credit cards, Grabpay, GCash or Maya.

How do you use SM Markets Gifts?

This application can be accessed via web or can be downloaded from Google Playstore or Apple Store. Choose the store where your items will be picked from. Add items to your virtual cart. Sign-up or login to your account. Then, checkout and confirm your order details including delivery method, payment and address.

Is SM Markets Gifts available in all stores?

Can I use this anywhere in the Philippines?

You can order from anywhere in the Philippines but can only pick-up from participating stores or deliver within 5km from the participating store selected.

What type of items do you carry?

Currently, we offer Christmas baskets and items that can be used as gifts.

If we have further questions about your product, who should we ask?

The application only has the name, picture and the variant of the product.

Are the products in the SM Markets stores different from the SM Markets Gifts app?

Unless otherwise specified, the products listed online will be coming from the store and will be the same in the store. Not all products in the store are listed online but we are working to continuously add more products on our online store.

How many Christmas baskets can I order?

You can order as many Christmas baskets as you the app will allow. Orders placed are still subject to stock availability.

Will orders be cancelled if the recipient doesn’t pick up the gifts on the specified date?

Orders will be retained in the online booth 3 days after the specified date. Otherwise, items will be discarded. Payments will be non-refundable.

Can someone else pick-up the gift items for my recipient?

Yes, please provide an authorization letter to the person who will pick-up the items. Please indicate their full name and inform them to present their ID when receiving the items.

How can I get my sales invoice?

We will send you the image of your sales invoice via Viber &/or email. You may get the original copy of your sales invoice from the store where the gift items were purchased. Unclaimed sales invoice will be discarded after 14 days.

What if the items I ordered are no longer in stock?

You will be informed of out of stock items through SMS or email and the payment for these items will be refunded.

Can I view the status of my orders?

Yes, the SM Markets Gifts app will reflect the status of your orders.

How do I search for an item?

There is a search tab in the catalog (product list) where you can easily search for an item.

Are all orders final?

Orders placed are subject to stock availability and approval. SM Markets reserves the right to not accept and cancel orders at its own discretion.

How do I change or cancel my order?

Before checking out, you can change or remove your orders by clicking the virtual cart, click view and edit cart. If you wish to remove an item, just click on the trash icon beside the item that you want to delete. You can also change the quantity of the items and add recipients in your virtual cart. Remember, you cannot change or cancel your order through the website if it’s already been placed. If you want to change your order, please email us at support@smmarkets.ph  for order change or cancellation requests. For order changes, you may be asked to place a new order instead as your original order was cancelled. Cancellation and order changes is subject to store discretion depending on the status of the order and may incur price changes due to item replacement or price fluctuation.

How much is the delivery fee?

Delivery is a flat rate of 150 pesos (for each recipient’s delivery address) with 5km limit from participating stores.

How soon can I get my order?

We strive to be able to prepare your order as possible within your order’s pickup /delivery date. To prepare for the bulk orders, please allow us at least 3 days to prepare for the gift items before delivery or pick-up.

Can I track my order?

You can check the status of the Grab Express delivery through the tracking link on the order details in your order history. The tracking link will also be e-mailed to you once your item is picked up from our store and on the way to your recipient.

Can I change my delivery address or redirect my order to a different address?

You may change the delivery address before checking out. However, you can no longer change the delivery address once you have placed your order.

If you want to change the delivery address after placing your order, please email at support@smmarkets.ph. Change of delivery address after placing your order is subject to store discretion depending on the status of the order and may incur additional charges.

What happens if my order arrives but the recipient is not home?

To avoid this type of scenario, please inform your recipient to expect a delivery on the selected date. If the recipient was not able to receive the gift, it will be returned to the store and another delivery will be booked which may incur additional charges.

What should I do if my gift hasn’t arrived in the expected date of arrival?

Please report the incident through our email at support@smmarkets.ph we can properly investigate and find the proper remedy for the solution.

Are prices the same as in the store?

Items in SM Markets online are priced the same as in the store except for special online items, promos or errors in displayed price.

Can my recipient exchange my gift items?

What are the payment methods for SM Markets Gifts App?

For online payment, you can pay through VISA, Mastercard, JCB, American Express, Grabpay, GCash or Maya.

What to do if my payment was declined?

If your payment was declined, you may use an alternate payment method stated above.

Can I still use my SM Advantage Card to earn points?

Yes, you can use your SM Advantage Card, Prestige and SMAC Start to earn points. Just type your card number in the SM Markets Gifts app before checking out.

Can I use my SMAC points to pay for my gift items?

No, you cannot use SMAC points to pay for the gift items.

What time is your online customer support available?

Online support is available from 9AM to 5:30PM weekdays excluding holidays.