What will happen to ShopSM?
We are working on a better online shopping experience for our loyal SM shoppers. As such, only groceries from SM Markets will be availble for purchase in ShopSM starting February 1, 2024.
We thank you for your support and we are looking forward to introduce you to a bigger, better, and more exciting way to shop for your favorites.
Orders and Shipping
Until when can I place my order?
You may still place orders until January 31, 2024, 11:59PM.
How long will it take for my orders to be shipped after January 31, 2024?
We will still be following our usual delivery lead times after January 31, 2024.
Kindly refer here for the complete list of delivery lead times.
Will my item's warranty still be honored?
Yes, warranties* for items will still be honored for purchases made via ShopSM.
*Warranty validity will be based on the existing warranty conditions from the purchased brand. Please refer to this page for more details.
Can I still cancel my order after January 31, 2024?
Yes, you may still cancel your orders as long as they have not yet been turned over to our courier partner. For more details on order cancellations, please refer here.
I have pending questions and concerns, how will I get an update?
You may continue reaching out to us through the following channels:
Email us at hello@shopsm.com or send us a message via Facebook Messenger
Will Click & Collect still be available? How will I be notified once my order is ready for pick-up?
Yes, the Click & Collect option will still be available and will follow the usual notification process.
For more details on the process, you may refer to our Click & Collect page here.
I received vouchers that are valid beyond January 31, 2024, will I still be able to use them?
All active non-refund ShopSM vouchers will only be valid until January 31, 2024.
Unused refund vouchers by February 1, 2024 will be refunded via the mode of payment initially chosen by the customer. If the original mode of payment is COD, a customer service representative will reach out to you for next steps.
Should you have any additional concerns, feel free to reach out to us through the ShopSM email: hello@shopsm.com
Returns and Refunds
How do I return items (damaged, wrong size, etc.)?
You may still return items up to thirty (30) days from the date indicated on the receipt.
To view the full list of conditions on returns/exchanges, you may refer here.
How do I request for a refund?
Please view ShopSM's full refund process and policy, refer here.
I have a pending refund request, how long will it take for it to be processed?
Please note that the lead times for charge backs are highly dependent on the mode of payment used.
For more details on ShopSM's full refund process and policy, refer here.
I have ShopSM vouchers that I received as a form of refund, until when can I use them?
You can use them until January 31, 2024. Unused refund vouchers by February 1, 2024 will be refunded via the mode of payment initially chosen by the customer. If the original mode of payment is COD, a customer service representative will reach out to you for next steps.
Should you have any additional concerns, feel free to reach out to us through the ShopSM email: hello@shopsm.com
I have ShopSM vouchers that I received as a form of refund, can the transaction be reversed via my mode of payment instead?
Yes. Unused refund vouchers by February 1, 2024 will automatically be processed for refund via original mode of payment. For any concerns, feel free to reach out to us through the ShopSM email: hello@shopsm.com
SMAC Points
I purchased items before January 31, 2024, when will my SMAC points be credited?
It takes seven (7) to ten (10) working days for your SMAC points and transactions to be reflected on your account.
For more details on SMAC, you may refer here.
Account and Data Privacy
What will happen to my ShopSM account after January 31, 2024?
You can still use your ShopSM account for groceries from February 1, 2024 onwards via ShopSM website and app.
Through your registered email, you will also be the first to know more details as we launch our bigger, better, and more exciting shopping app.
