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:
| LOCATION | BAU Schedule |
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)
Aura
Bicutan
BF Parañaque
Cubao
East Ortigas
Estancia
Fairview
Makati
Mall of Asia
Manila
Marikina
Megamall
North EDSA
Novaliches
Quiapo
San Lazaro
Southmall
Sta. Mesa
Sucat
Valenzuela
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.
