ECQ for NCR+ (March 29 to April 4, 2021) FAQs

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

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 your expectation you may expect the 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, 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


2. Is Store Pick Up available?

We have disabled our Store Pick-up during this time. This service will be made available again once the ECQ status has been lifted. Click and Collect was disabled last March 27, 2021, 8PM.                                                                   

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

Our SM Stores are closed starting March 29, 2021 to April 4, 2021. 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 the preferred The SM Store location once the ECQ Status has been lifted. You will get another notification from April 5, 2021 onwards about instructions on how to claim your order. You may have also received a message from us regarding your order.

5. I want to return the item that I got.

If you are in the NCR+ or locations under ECQ (NCR, Laguna, Rizal, Cavite):

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.

If you are outside NCR+: you may proceed to have your item returned at the store.