ABOUT WALTERMART DELIVERY
1. Why WalterMart.com?
We aim to bring joy and convenience to our customers by offering same day delivery, same in-store price, no shopping fees, over 20,000 items to choose from, and big savings!
2. Do I need to sign-up or create an account to be able to purchase?
Yes, you need to create an account through www.waltermart.com or the WalterMart delivery app to make a purchase.
Account creation is absolutely FREE! You can also use our new buyer promo code to get FREE delivery on your first purchase.
3. What time should I place my order to be delivered the same day?
While you can place your order through our website or app anytime and anywhere, you can only order until 4 pm to have it delivered on the same day.
4. For Feedback/comments/suggestions:
We’re here to listen! We would greatly appreciate any feedback, comments, or suggestions so that we can serve you better!
ORDERING
1. How will I know the status of my order?
Excited to receive your goodies? Yes, we hear you! We will notify you through your registered E-mail address or you can check it on your account dashboard. You may also reach us via these channels:
Email: MyOrder@waltermart.com.ph
Viber: 09190883729
Trunkline: 8981-0099
2. I’m ordering for someone else. What are your requirements?
You just need an authorization letter and scanned copy of 2 valid IDs and e-mail at waltermartdelivery@waltermart.com.ph / help@waltermart.com.ph.
3. How can I be informed about out-of-stock items, and why did the total amount of my order change upon delivery?
Don’t you worry, our personal shopper will gladly get in touch with you if any of your orders are out of stock. Our personal shopper will also readily suggest suitable replacements or alternatives.
The total amount may change due to these following instances:
- Out of stock items: Some of the items that you ordered might be unavailable. In case that there is no viable replacement/s, the said item/s will be removed from the list.
- Substituted items: Whenever there are items that are out of stock, our personal shopper will immediately find a viable substitute. However, there are instances that the replacement item has a higher or lower value than the original item you selected.
- Difference in weight (for fresh items): Fresh items like meats & vegetables are not always exact in terms of weight when shopped. It may be a little bit lower and higher compared to the ordered weight. You will be informed by our customer care team whenever such changes have been made with your order. For validation, this will be also reflected on your receipt/invoice.
4. Will the alternatives/OOS substitutes show on the receipt?
Any change in the original order will be reflected in the tape receipt upon delivery of your order.
5. Can I still make any changes to my order, such as the items listed, delivery date, and time?
Yes! As long as the status of your order is not “Ready for Delivery”. You may inform us about your preferences by sending us an E-mail at waltermartdelivery@waltermart.com.ph / MyOrder@waltermart.com.ph or contact us through Viber at 09190883729 and we’ll take care of the rest!
6. What is the cancellation policy, and how can I cancel my order?
While we don’t anticipate any issues, there might be instances where we have to cancel your order. This could happen if your delivery address is beyond our service area, or due to unexpected events. But don’t worry! Our friendly customer care team will immediately get in touch with you. If you wish to cancel your order, please inform us through waltermartdelivery@waltermart.com.ph / MyOrder@waltermart.com.ph at least 24 hours before your scheduled delivery or pick up time. You may also do the cancellation via our website or mobile app.
7. Do you require ID for alcohol and tobacco purchases?
Yes. In compliance with Philippine law, orders with alcoholic beverages and tobacco products must be received by someone aged 18 and above.
8. Do you accept bulk orders?
Yes, we’re more than happy to cater bulk orders! Kindly place 7 days in advance so that we can ensure that all the items you need are in stock.
For us to process your order, we will also be requiring a 50% down payment or you can pay in full. Please note that once a bulk order is confirmed, it can’t be cancelled.
If you have any other questions regarding bulk orders, feel free to e-mail us at waltermartdelivery@waltermart.com.ph or reach us through Viber at 09190883729 so that we can further assist you.
9. Can I use my Abenson Rewards/SM Advantage Card on my grocery purchase?
We’re looking forward to reward your loyalty! Make each order count by using your Abensons Rewards or SM Advantage to earn points.
DELIVERY
1. What is the scope of your service area?
We cater to the following areas:
• Metro Manila (including Taytay, Rizal)
• San Fernando, Pampanga
• Bulacan (Sta. Maria, Malolos, Baliwag, Plaridel, and Guiguinto)
• Cavite (Tagaytay, Carmona, Dasmarinas, Imus, General Trias, Trece Martires, and Bacoor)
• Laguna (Cabuyao, Sta Rosa and selected areas in Calamba)
• Batangas (Tanauan, Nasugbu, and Batangas City)
• Cabanatuan
• Balanga, Bataan
As of the moment, we’re working very hard to expand our reach. Soon, we will add more service areas to serve you better so stay tuned for updates! Simply send us a message through our “Contact Us” page and our customer care team will be delighted to get in touch with you and explore possible solutions to fulfill your order.
2. I won’t be at home to receive my ordered items, can I have someone receive it for me?
No worries! You can have someone else receive it on your behalf. Simply let us know by indicating the authorized receiver’s name in the special instructions box upon check out. We’ll make sure that your orders will go to the right recipient.
PAYMENT AND REFUND
1. What are the accepted payment options?
You can settle your payments easily because we offer multiple convenient payment options:
Pay online: Use your credit card or debit card. You can also use e-wallets such as Gcash, Grabpay, and Maya.
Pay in Person: You can also do cash on delivery or card(swipe) on delivery.
2. How will I get refunded for the excess amount charged to me and how long do payment reversals take?
Kindly take note of this step by step process:
• We only charge your account once your order has been invoiced. When you check out, we’re simply reserving the credits.
• The exact amount that will be deducted from your account will be reflected on the tape receipt or sales invoice that you will receive.
• You’ll also receive an E-mail notification once your order is complete. It will show the revised total amount of your order.
For card and E-wallet payments, it will take 7 to 15 banking days. The processing time may vary depending on your card issuer’s crediting policy. We really appreciate your patience during the process. Rest assured that we’ll do our best to settle the refund as soon as possible.
PRICING AND FEES
1. Do you charge delivery fee and is there a minimum purchase requirement?
Yes, but we keep it simple and affordable! We charge a flat rate delivery fee of Php 99.00. You’ll see this amount on the checkout page after all the necessary information is provided. Just spend a minimum of Php 1,000 and get your favorite items delivered right at your doorstep or pick them up at your convenience!
2. Are the items listed online have the same price as in-store?
Yes, all the items listed on the website are the same price in-store.
RETURN & EXCHANGE POLICY
At WalterMart.com, we take pride in serving our customers with excellence in picking the freshest and best grocery items.
We encourage our valued customers to check their order upon delivery to ensure that all items received are correct and in the best condition. Please inform our delivery riders during the delivery for any concerns with the item/s that you have received.
Our Return & Exchange Policy Guidelines are as follows:
Reasons qualified for return & exchange:
• Damaged Item
• Spoiled/expired item
• Incorrect Item
For assistance, please send us an email at waltermartdelivery@waltermart.com.ph / help@waltermart.com.ph or send a Viber message at 0919 0883 729.
Guidelines:
• Our return and exchange policy timeframes:
a. Meat, poultry, seafood, and produce items: Please inspect and report any issues within 24 hours of receiving your order.
b. Bakery and dairy items: You have up to 3 days to examine these items and contact us for a replacement.
c. Non-fresh items: Our policy allows you 7 days from the date of purchase/delivery to request a return or exchange.
We strongly recommend checking all items as soon as you receive your order to ensure any necessary actions are taken within the specified timeframes.
• Request to return or exchange an item due to customer’s change of mind is not subject to return and exchange.
• If the defect is due to mishandling on the part of the customer, return and exchange policy will not be applicable.
Requirements:
• Return of actual item.
• Proof of purchase such as receipt with the photo of the product.
• For spoiled or expired items, photo/s of the product showing the batch number and expiration date.