Enhanced Community Quarantine (ECQ)
Frequently Asked Questions
as of August 6, 2021

1. I made an order before the ECQ status was put in place, when will I get my order?

Please note that there may be potential delays in delivery due to quarantine restrictions, as fulfillment will be coming from our Central Warehouse in Metro Manila. We ask for your patience and understanding at this time.

Our courier services will remain operational during the ECQ period. We will do our best to deliver your orders as soon as possible, but to manage expectations, you may expect your order to arrive at your nominated shipping address based on the timelines below:


Actual Schedule for ECQ Period

*Business Days

NCR 3 - 6 5 - 8
Cavite, Rizal, Laguna, Batangas, Pampanga, Olongapo, Nueva Ecija, Baguio, Bulacan, Dagupan and Pangasinan 7 - 10 9 - 12
Rest of Luzon (except Batanes) 9 - 12 11 - 13
Luzon Islands - Masbate, Romblon, Mindoro, Marinduque 12 - 15 14 - 17
Cebu, Bacolod, Iloilo, Cagayan 7 - 10 9 - 12
Rest of VisMin (except Siquijor) 12 - 15 14 - 17


Kindly note that due to localized lockdowns, some areas will also be unserviceable during this period. We will be coordinating with you separately in case of concerns with your delivery.


2. Is Click & Collect available?

We have disabled our Store Pick-up option effective August 3. This service will be made available on August 21 for all branches. 


3. I have an order that is already at The SM Store, can I still pick it up?

Some of our The SM Store branches may be closed during ECQ. You may have received a notification that you can claim your order once ECQ status has been lifted. Just present the message we sent to you together with an ID to claim your order. Rest assured, your order is safe and secure.


4. I have created a Click and Collect order and I don’t know the status

Your order will be turned over to your preferred The SM Store location once the ECQ Status has been lifted. You will get another notification from August 21, 2021 onwards about instructions on how to claim your order. You may also receive a message from us regarding your order.


5. I want to return the item that I got

Returning the item via the store will be available once ECQ status has been lifted. For special cases (redelivery/retrieval of order), we will resume fulfillment of these orders once ECQ has been lifted. For areas not covered by ECQ, we will be following the regular returns process.


6. I cancelled my order / My order was cancelled. How long will it take before my refund gets processed?

If Prepaid, refund for your order will take 10 to 14 working days, depending on your bank's processing timelines. Kindly note that due to limited manpower and operating hours, it may take longer for our bank/e-Wallet partners to process refunds during this time. We thank you in advance for your patience and understanding.

7. Which stores will be closed during ECQ? 

In light of the Enhanced Community Quarantine (ECQ), the following The SM Store branches have temporarily suspended operations:

Metro Manila branches (August 6-20)
BF Parañaque
East Ortigas
Mall of Asia
North EDSA
San Lazaro
Sta. Mesa

Visayas and Mindanao
Delgado and Iloilo (until August 8 )
Cagayan De Oro (until August 7)
CDO Downtown (until August 7)

Our Customer Service department at the aforementioned The SM Store branches will be ready to receive your Click & Collect and Aftersales concerns as soon as operations resume.


8. What are your customer support operating hours?

We are operating from 8AM to 5PM daily during ECQ.