ABOUT WALTER MART DELIVERY
What is Walter Mart Delivery?
Walter Mart Delivery is Walter Mart’s newest service aimed at bringing the complete supermarket experience closer to the communities that it serves. You can access this, and order from the comfort of your homes, or while on the go via www.waltermartdelivery.com.ph or just by downloading the Walter Mart Delivery App in Google Playstore and IOS App Store. With this, customers may access a wide array of supermarket items with just a click. Once received, this shall be prepared by our trained staff, and delivered straight to your homes by our delivery crew.
Do I need to sign-up to be able to purchase?
Customers need to create an account , or sign-up as a guest to transact with more ease, and receive updates from us.
What is your working schedule?
Customers may access, and place their orders on the website or app 24/7. Orders are screened daily. Orders received past 6:00pm are processed on the next working day or scheduled. Successfully screened orders will be delivered on the same day, unless you would like it the next day, or scheduled.
How can I inform Walter Mart of my feedback regarding the service or site?
We value every feedback we receive from our valued customers. Should you have something to share with us, feel free to send us an email at email@example.com. You can also send us a message on our official Facebook account (Walter Mart Supermarket), or call us at (02) 8 981-0743.
How do I shop?
Shopping is now as easy as 1-2-3! All you need to do upon accessing the site is to add items to your cart, fill up the necessary info on the checkout page and tender payment, and then, wait for your order to arrive on your doorsteps.
How will I know the status of my order?
This can be checked on the website upon logging in, under the account dashboard, or you may receive either a call or an email from our customer service.
I’m ordering for someone else. What are your requirements?
Kindly provide us with an Authorization Letter, stating the name of the authorized receiver and delivery address, as well as a scanned copy of two (2) of your (cardholder) valid IDs, and for new customers – card used for online purchase. You may send these to us via email at firstname.lastname@example.org. Also, kindly inform the authorized receiver to present to our crew his/her valid ID to claim the items upon delivery.
How will I know if an ordered item is out-of-stock?
If there is an unavailable item on your list, our customer service representative will get in touch with you to inform you of such item, and offer you a replacement, if applicable.
Our waiting time for your replacement confirmation is within 30 minutes for us to meet the target delivery time of your order.
Why is it that the total amount of my ordered items has been changed upon delivery?
This may be due to the following instances:
- Out of stock items
Some of your ordered items might be unavailable during the shopping process. In case that there is no viable replacement/s, these shall be removed from the list.
- Substituted Items
Whenever there are out of stock items, our trained shoppers will find a viable substitute. However, there are times when the replacement item’s price is higher / lower than the original item.
- Change in grammage (for fresh items)
Fresh items, i.e. meats & vegetables, are not always exact when shopped, it may be a little bit lower / over the ordered grammage.
The customer will be informed by our customer service whenever such changes have been made with his / her order. For validation, this will be also reflected on the receipt / invoice that will be handed together with the ordered items.
Will I get a receipt of my ordered items?
Upon the delivery of your order, our crew shall hand out a Tape Receipt / Sales Invoice together with the items, for your reference.
Can I still make any changes to my order, such as the items listed, delivery date, and time?
You may inform us of such changes as long as the status is not “Ready for Delivery” or if you are yet to receive an update from our customer service representative. These changes can be coursed through to us by sending us an email at email@example.com or calling us at (02) 8 981-0743.
What is your policy for cancellations?
Walter Mart reserves the right to cancel an order should it be suspected of fraud, or when delivery is not feasible due to it not being encompassed by our service area, or due to a fortuitous event. Rest assured that you will be informed beforehand by our customer service representative for such event. On the other hand, you may also opt to cancel your order anytime as long as it’s not yet transacted.
Do you require ID for alcohol and tobacco purchases?
Yes. All orders that contain alcohol and tobacco item must be received by a person aged 18 and above. If the recipient is under 18, he/she should be accompanied by one adult member of the house.
Can I place order in advance?
You can place your order up to 30 days in advance. You can take advantage of this feature especially during peak season such Christmas and New Year.
Do you accept Bulk Order?
Yes. Please make sure to place your order 7 days in advance. This is to ensure that all the items are in stock. Bulk orders cannot be canceled since we arrange pre-order of the items in store. If you have further questions about bulk order, please feel free to send us an email at firstname.lastname@example.org or call us at (02) 8 981-0743.
Can I use my Walter Mart Plus Card/SM Advantage Card on my grocery purchase?
Currently, you may use your SM Advantage Card to earn points every time you place an order with us.
For WM Plus Card, we are in the process of updating the system for us to give you an exciting promos in the future.
How do you compute the price for items sold by weight?
Our picker will buy the items that will likely match the weight you wish to purchase at approximately + or – 10% of your ordered weight. You will be charged for the weight of actual items you have selected. You will be able to see the actual price on your receipt.
What is the scope of your service area?
We deliver anywhere in Metro Manila, including far east Metro (Taytay, Cainta, Antipolo, Marikina). This is still being improved, and shall be rolled out to other areas as well. Sign up on our website or app in order to receive updates from us.
My area is not included in your current service area? Can you still cater to my order?
Kindly contact our customer service by placing your comments on the Contact Us comment box under About Us tab on the website, or call (02) 8 981 – 0743, or send us an email at email@example.com. A customer service representative shall get in touch with you and discuss the possible steps you can undertake.
How does “Same-day Delivery” work?
This applies for all orders received before the daily cut-off time of 6:00pm. Once successfully processed, these shall be immediately delivered to the customer’s address on your specified delivery time.
What is Grocery Pick-up?
Aside from delivery service, you also have the choice to pick up your order at your nearest servicing store. Currently, there is no service charge if you choose Grocery Pick-up service.
Also, you may schedule the pick-up of your order anytime until 9:00pm daily.
Where can I pick up my order?
You may pick up your order at your preferred servicing store (Walter Mart Makati, North EDSA, W. Mall Pasay, Sucat & Taytay). Kindly bring a valid ID to be presented upon pick up. You may go straight to our Supermarket Customer Service Area to collect your order.
I won’t be at home to receive my ordered items, can I have someone receive it for me?
When checking out, kindly indicate the name of the authorized receiver on the “Special Instructions” box. Otherwise, kindly send us an email at firstname.lastname@example.org with the name of the receiver, as well as his / her valid ID that will be presented upon delivery.
PAYMENT AND REFUND
What are your payment schemes?
You can either pay online, or upon delivery or pick up with the following payment scheme:
• Cash On Delivery
• Swipe On Delivery
For online payments, we only accept the following AMEX, VISA & MasterCard branded cards:
Locally Issued (PH) Credit & Debit Cards
Foreign (International) Credit & Debit Cards
How will I get refunded for the excess amount charged to me?
Charging only occurs after we have invoiced the order. We are only reserving the credits when you checkout. The amount that will be deducted from your account can be seen on the tape receipt / Sales Invoice you will receive from our crew. An email shall also be sent to you upon completion of the order with the revised total amount.
If there is a need for a refund, there is 7-15 banking days to process a refund depending on your issuing bank.
But I’ve already received a notification that I’ve been charged by the initial amount?
When paying online using a credit/debit card, what the system does is it is only reserving the credit or amount from your account. Deductions shall only be carried out upon receipt of the ordered items, and once we’ve made the necessary adjustments, if there are.
PRICING AND FEES
Do you charge a delivery fee?
We charge our customers with a flat rate delivery fee of Php300.00 anywhere in Metro Manila and far Metro East. This can be seen on the checkout page once the customer has placed all of the pertinent information being requested for the transaction.
Are the items listed online have the same price as in-store?
Yes, all items listed are on par with store prices.
Is there a minimum purchase requirement?
Yes. The site currently employs a minimum purchase requirement of Php 2,000.00 for delivery, while for Grocery Pick-up, there’s a Php1,000.00 minimum purchase requirement.