1. What is SM Markets Online?
SM Markets Online is SM Market's online grocery store made for customers to shop groceries easily online. Customers can select their items in the webapp then either pick their order in the store or have their order delivered to their home through a 3rd party logistics partner. They can pay during pick-up, cash on delivery or online using their VISA/Mastercard/JCB/Amex credit card.
2. Is SM Markets Online (shop.smmarkets.ph) the official online store for SM Supermarket in the Philippines?
Yes, SM Markets Online found at shop.smmarkets.ph is the official online store of SM Markets, which includes SM Supermarket, SM Hypermarket and SM Savemore. The online store allows customers to order online from their favorite participating branch of SM Markets store.
3. How do you use SM Markets Online?
Just visit shop.smmarkets.ph in your web browser, 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 method and address.
4. Is SM Markets Online available in all stores?
SM Markets Online is available in the following stores.
SM Supermarket Megamall A
SM Supermarket North Edsa
SM Hypermarket Mall of Asia
SM Hypermarket North Edsa
5. 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.
6. What type of items do you carry?
Currently, we listed our top selling grocery items especially selected for online shopping. We plan to add more items in the future.
7. If we have further questions about your product, who should we ask?
The website only have the name, picture and the variant of the product. You may reach out to the item's brand or manufacturer to know more about the product.
8. Are the products in shop.smmarkets.ph stores different from the ones online?
Unless otherwise specified, the products listed online will be coming from the store and will be the same as in the store. Not all products in the store is listed online but we are working to continuously add more products on our online store.
1. Do you offer Bulk Order? Or do you have a maximum or minimum order?
It depends on the item. Most items can only be ordered for a maximum of 20 pieces per order but some items may have a smaller maximum quantity due to availability and difficulty in delivery. There is no minimum or maximum peso amount on your order.
2. What if I decided not to buy some items in my order?
For pick-up and pay in store, you can remove items you ordered when picking up and paying for your items. For deliveries and other payment methods, please see question regarding on how to change or edit order or other relevant questions under returns & refunds.
3. Will orders be cancelled if the customer doesn’t pick them up on the date specified?
To avoid this type of scenario please select a time slot where you or a representative will be available to receive / pick up your order. If you or a representative are not able to receive your order, we will have to cancel your order which may incur additional charges.
4. What bag will you use for my groceries? Please don't use paper bags.
For pick-up, Items will be packed upon pick-up so you can check your items. You may specify which packaging you prefer during pick-up subject to store and local policies. For delivery, items may be packed in cartons or plastic bags depending on local and store policies.
5. Can someone else pay and pick-up an order for me?
Yes, please indicate in the order comments if you are assigning a representative to receive the items for you. Please indicate their full name and inform them to present their ID when receiving the items.
6. What if the item I ordered is no longer in stock?
In cases where your order has out-of-stock items, you may be contacted through SMS for possible replacements. If you are not able to respond within 30 minutes and your delivery / pick-up time is near, your order will be processed without the missing items.
7. Can I view my previous orders?
You may view your previous orders by logging in and checking your order history in the “my account” section of the website.
8. Can I quickly reorder the same items as my previous order?
Yes, you can as long as all items in the order are in stock and status is not on hold. Just login to your account and go to order history from the “my account” section. Click on reorder and all the items from your previous order will be added to your cart.
9. Can I save items to order in the future?
You can save items to your shopping lists. Login to your account and you will see the “add shopping list” icon. Click on the icon and select the list you want to add.
10. How do I search for an item?
Click the search bar on top of the website and type the item/s you're looking for.
11. 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.
12. 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 you want to delete. You can also change the quantity of the items 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 e-mail us at [email protected] or use our live chat for order change or cancellation requests. For order changes, you may be asked to place a new order instead as your original order is cancelled. Cancellation and order changes is subject to store discretion depending on the status of the order and may incur additional charges.
Shipping & Delivery
1. How much is the delivery fee?
Delivery fee is a flat rate 150 pesos with 5 km limit from selected participating store.
2. What are the area/s or Cities that you offer delivery?
Delivery is available through our logistics partners for Metro Manila with a maximum of 5 km distance from participating stores. Please order from the nearest participating branch near you. You may use the search nearby stores function of the platform to see which stores are within 5km.
3. How soon can I get my order?
We strive to be able to prepare your order as early as possible within your order’s pick-up/delivery date. The earliest pick-up time slot you can select will be at least 2 hours from the current time. The earliest delivery time slot you can select will be at least 3 hours from the current time. Slots may be limited to match store capacity to handle orders.
4. Can I track my order?
You can check the status of your order in your order history. You can also 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 you.
5. Can I change my delivery address? or Redirect my order to a different address?
You may change your delivery address before checking out. However, you cannot change your delivery address through the website once you have placed your order.
If you want to change your delivery address after placing your order, please e-mail at [email protected] or chat with our customer service using live chat. 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.
6. What happens if I am not home and my order arrives?
To avoid this type of scenario please select a time slot where you or a representative will be available to receive your order. If you or a representative are not able to receive your order, we will have to cancel your order which may incur additional charges and penalties.
7. What should I do if my order hasn't arrived in the expected date of arrival?
Please report the incident through our e-mail at [email protected] or live chat so we can properly investigate and find the proper remedy for the situation.
1. Are prices the same as in the store?
Items in SM Markets online are priced the same as in the store the items will be picked up from except for special online items, promos or errors in displayed price. If there are discrepancies with online prices and in-store prices, in-store prices on the day of pick-up / delivery will be followed unless otherwise specified.
2. What if I purchased an item on promo but I decided to pick it up after the promo ends?
The time of orders are considered placed on the day of pick-up or delivery. Prices, inventory and promos applied will be of the day of pick-up / delivery unless otherwise specified.
Returns & Refunds
1. How do I return an item?
You can return an item by bringing the item in good condition to the customer service of the store where the items are picked from together with the official receipt. This will be subject to our store return policy.
2. Can I change the item I ordered and have it replaced in other stores?
No, you can only replace the items from where the items were purchased.
3. The item I received was damaged. Or I received a wrong item. Or an item is missing from my order. What should I do? Can I refuse items/order upon delivery if I immediately spot an issue in my order?
Our delivery partner can only deliver items to you and cannot process returns, cancellations or refunds.
If you encounter any problems on your order during delivery, please take a photo of the receipt and the questionable items, then ask the rider to return the items to the branch with the receipt noting the issues. The store will make the proper adjustments and send back the proper items accordingly. If your order is for cash on delivery, please pay the full amount. For missing items, please let the rider contact us about the missing items through SMS.
If you encounter any problems on your order after delivery, please take a photo of the receipt and the questionable items then get in touch with us via e-mail or live chat so we can properly conduct an investigation.
Payment, SMAC Points & Discounts
1. What are the payment methods for SM Markets Online?
For payment at store, you can pay with cash, credit card, Debit Card, Gcash, Paymaya, and GC accredited by SM.
For online payment, you can pay online through VISA, Mastercard, JCB or American Express.
For payment during delivery, you can only pay in cash.
2. What to do if my payment was declined?
Please report the incident through our e-mail at [email protected]msupermarket.com or live chat so we can properly investigate and find the proper remedy for the situation.
If you opt to pay online, your order will not be processed until your payment has been accepted. If your payment was declined, you may reorder through your order history and use an alternate payment method that will be accepted by our payment facility.
3. Can I still use my SM Advantage Card to earn points?
Yes, you can use your SM Advantage Card to earn points. Just present your SM Advantage Card if you are paying in the store. Or simply type your SMAC Number before checking out using other payment methods and for delivered orders.
4. Can I still avail PWD or Senior Citizen discounts with Click and Collect?
For pay in store, yes, you can avail PWD or Senior Citizen discounts while paying in the store. However, items have to be re-scanned to apply the discount. You should also present your PWD or Senior Citizen ID and senior citizen discount booklet. This will be subject to store policy.
For other payment methods and for delivery, you cannot avail PWD or Senior Discounts.
5. Can I use my SMAC points to pay for my groceries?
For pay in store, yes, you can use your SMAC points while paying for your items subject to store policy.
For other payment methods and for delivery, you cannot use SMAC points to pay.
6. How do I use my discount/promo code?
You can enter the promo code when reviewing your cart or when you are choosing your payment method during checkout.
7. Can I use more than one discount code?
You can only use one discount code per transaction.
1. What time is your online customer support available?
E-mail support is available from 9 AM to 5:30 PM weekdays excluding holidays. Chat support is currently unavailable until further notice.