ABOUT WALTERMART DELIVERY

What is WalterMart Delivery?
Wally wants to say hi! We at WalterMart delivery aims to bring you convenience by delivering from our store to your door.

With just a click, you can access our wide array of supermarket items. Shop for your daily essentials wherever you are via www.waltermart.com or through the WalterMart Delivery App which you can download for free.

Shop, Shop, Shop!

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 WalterMart of my feedback regarding the service or site?
We love feedback because we always want to serve you better! For question/s or inquirie/s, you may send them at waltermartdelivery@waltermart.com.ph

Or you may send your feedback direct here

ORDERING

How do I shop?
Just add items to your cart, fill in the necessary information on the checkout page, pay for your orders, and then wait for your order to arrive on your doorstep.

How will I know the status of my order?
You can check it under the account dashboard upon logging in to your account.

I’m ordering for someone else. What are your requirements?
Please provide us with the following:

* Authorization Letter with the name of the authorized receiver and delivery address

* Scanned copy of your two (2) valid IDs

Send these documents to us via email at waltermartdelivery@waltermart.com.ph.

The authorized receiver must present to the delivery personnel his/her valid ID to claim the items upon delivery.

How will I know if an ordered item is out-of-stock?
Our personal shopper will get in touch with you to inform you or out of stock items in your orders and offer you a replacement if applicable.

The waiting time for your replacement confirmation is within 15 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?
Yes, you will be issued a tape receipt/ sales invoice along with your delivered orders.

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. You may send us an email at waltermartdelivery@waltermart.com.ph or call us at #14388.

What is your policy for cancellations?
We have the right to cancel your order when it is suspected of fraud, when the delivery address is out of our service area, or due to fortuitous events. Our customer care team will be informing you should your order will be cancelled.

How do I cancel my order?
If you opt to cancel an order, please notify us at least 24 hours before the scheduled delivery/pick up time.

You also have the option to cancel your order via the following:

1. Just go to WalterMart Delivery App or website > My Account > My Order > select order number > click Cancel This Order button

2. Call the store directly

3. Send a cancellation message to our Facebook page or email us at waltermartdelivery@waltermart.com.ph

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.

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 waltermartdelivery@waltermart.com.ph or call us at (02) 8 981-0743.

Can I use my WalterMart Plus Card/SM Advantage Card on my grocery purchase?
Yes, you can use your WalterMart Plus Card or SM Advantage card to earn points every time you place an order with us.

How do you compute the price for items sold by weight?
You will be charged for the actual weight of the items you selected. You will be able to see the actual price on your receipt.

DELIVERY

What is the scope of your service area?
We deliver anywhere in Metro Manila including Taytay, Rizal. While for provincial areas, here are the delivery areas that we serve:

• San Fernando, Pampanga
• Bulacan (Sta Maria and Malolos)
• Cavite (Tagaytay, Carmona, Dasmarinas, Imus, General Trias and Trece Martires)
• Laguna (Cabuyao, Sta Rosa and selected areas in Calamba)
• Batangas (Tanauan, Nasugbu and Balayan)
• Cabanatuan and Gapan City
• Balanga, Bataan

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?
You can contact us by placing your comments on the Contact Us comment box under About Us tab on the website, or call #14388, or send us an email at waltermartdelivery@waltermart.com.ph. A customer service representative shall get in touch with you and discuss the possible steps you can take.

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.

Can I ask a courier to pick up my orders?
Yes, you can. Please endorse an authorization letter and copy of your valid ID to your courier of choice.

Where can I pick up my order?
You can pick up your orders at your chosen servicing store. Just present your Valid ID to the 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?
You may indicate the name of the authorized receiver on the “Special Instructions” box upon checking out.

The delivery person is asking me to pay for an extra fee
Some villages and subdivisions require to pay an entrance fee for deliveries which must be shouldered by the customer. Please be informed that some could provide a receipt, and some may not. You may coordinate with your village/subdivision admin’s office should you need to clarify this matter

PAYMENT AND REFUND

WalterMart Delivery accepts the following payment options:
You can either pay online, or upon delivery or pick up with the following payment scheme:
1.) Pay Online via Credit Cards and E-Wallets (Gcash, GrabPay)
2.) Pay in Person via Cash on Delivery or Card on Delivery (Credit Cards, Debit Cards, WeChat, and AliPay)
For online payments, we only accept the following AMEX, VISA, & MasterCard branded cards:
• GCash
• GrabPay

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, reversal may take:
• 7 to 15 banking days for card payment, depending on issuing bank’s crediting policy
• 7 business days for GCash & GrabPay e-wallet

But I’ve already received a notification that I’ve been charged by the initial amount?
When paying online using a credit 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 Php99.00. 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?
We require a minimum purchase amount of Php2,000 for delivery and Php1,000 for pick up.