FAQs
Find quick answers about shopping The Marketplace online, choosing a store, delivery, pickup, payment, order updates, returns, refunds, and Customer Service.
Shopping by Store
Why do I need to choose a store before shopping?
The Marketplace uses your selected store to show the shopping experience around a real branch. Store choice can affect item availability, order handling, pickup options, delivery support, and the details shown during checkout.
Can I change my selected store?
Yes. Use the store selector in the site header to choose another branch. If you change stores, item availability, delivery or pickup options, and checkout details may change.
What if my preferred store is not listed?
Only supported The Marketplace branches are shown in the selector. Try searching by city, mall, area, landmark, or store name, or use location access to sort nearby stores when your browser allows it.
Products and Cart
What products can I shop online?
You can browse grocery, fresh, frozen, pantry, household, personal care, baby, pet, health, wellness, and promotional products shown on the site. Assortment may change based on store availability, supplier updates, product details, and fulfillment limits.
Why did an item disappear or become unavailable?
Inventory can change while customers are shopping. If an item becomes unavailable before checkout or while the order is being prepared, it may be removed, adjusted, or handled by Customer Service based on the order status.
Does adding an item to cart reserve it?
No. Items are not reserved until checkout is completed and the order is accepted for processing. Availability, prices, and promotions may still change before payment is completed.
Checkout and Contact Details
How do I place an order?
Choose a store, browse products, add items to your cart, review your cart, then complete checkout with your contact details, fulfillment choice, schedule, and payment information. Orders are processed after checkout validation and payment authorization are complete.
Why do you ask for my email and phone number?
Your email and Philippine mobile number help The Marketplace send order updates, contact you about delivery or pickup, and verify support requests. Please use contact details you can monitor until the order is complete.
Why is the phone field set to +63?
The online store is set up for customers in the Philippines, so phone numbers use the +63 country code. Enter your local mobile number after the country code.
What address details are needed for delivery?
For delivery, provide complete address information including Region, Province, City, Barangay, street name, building or house number, postal code when available, and any notes needed by the rider such as gate codes or drop-off instructions.
Delivery and Pickup
How does delivery work?
Delivery orders are handled through GrabMart when available for your selected store and address. The order is delivered to the address entered at checkout, and delivery availability may vary by store, address, item availability, weather, traffic, order volume, and partner capacity.
How does pickup work?
Choose Pick up at checkout, select an available pickup date and time, and complete payment. The selected store will prepare your order and call when it is ready. Bring your order confirmation and phone number when collecting the order.
Can I choose a delivery or pickup time?
Yes. Checkout shows available delivery or pickup windows before payment. All time windows are estimates and may change because of store operations, order volume, traffic, weather, or partner capacity.
How much does delivery or pickup cost?
Checkout shows the fee before payment. Standard GrabMart delivery is free for qualifying orders shown at checkout, currently orders of PHP 500.00 or more. Orders below that amount may show a standard delivery fee, express delivery may show an extra fee, and pickup is shown as free pickup.
Payment and Promotions
What payment methods are accepted?
Use the payment methods shown during checkout. If a payment option is not shown, cannot be authorized, or is unavailable for the order, please choose another available method.
Can I use coupons or promotions?
Available coupons, discounts, raffle promos, loyalty offers, or other promotions should be reviewed before payment. Offer availability may vary by product, store, promo period, account eligibility, quantity, and terms shown with the offer.
Can my total change?
The checkout total should be reviewed before payment. Final handling can still be affected by unavailable items, approved adjustments, taxes, delivery fees, express fees, tips, discounts, refunds, or support actions after review.
Orders, Returns, and Support
How do I track my order?
Use the Order Tracking page with your order number and the email address or phone number used at checkout. If the details do not match, contact Customer Service with your order number and checkout contact information.
Can I change or cancel an order after checkout?
Contact Customer Service as soon as possible. Changes or cancellations can only be reviewed before the order has moved too far into preparation, delivery handoff, pickup readiness, or fulfillment.
What should I do if an item is missing, late, damaged, or incorrect?
Contact Customer Service promptly through the Contact Us page. Include your order number, contact information, product names, photos when relevant, and a clear description of the issue so the team can review the order.
How do returns and refunds work?
Return and refund requests are reviewed based on order status, product condition, proof of purchase, applicable policy, and the details provided with the request. Please report wrong, damaged, unacceptable, missing, or incomplete items as soon as possible.
How do I contact Customer Service?
Use the Contact Us page to send a support request. For order-related questions, include your order number, checkout email or phone number, selected store, delivery or pickup method, and any photos or notes that can help the team review the case.