FAQ

Customer Care

What is the best time to shop online?

The Office Warehouse Online Shopping Site is open 24/7. Therefore, you can shop anytime.

However, the following cut-off schedule should be considered when placing orders:

Monday to Friday – 8:30 am to 5:30 pm
Saturday – 8:30 am to 12:30 pm
Saturday 12:30 pm to Sunday 12:00 midnight – considered as next day Monday order/s
Holidays – considered the following work day order/s
 

What is the best time can I call Customer Care?

Our Customer Care is available to take your call at the following schedule:

Weekdays: 8:30 am to 5:30 pm
Saturdays: 8:30 am to 12:30 pm
Sunday: No Sunday Schedule

How can I contact your Customer Care personnel?

You can contact our Customer Care personnel at our hotline (632) 997-9797/401-0589 or send an email through

What information should I prepare/declare to your Customer Care personnel in order to process my query fast?

It is recommended that any of the following information be prepared:

a. Purchase Order Details found in the email notification sent to you:

i. Transaction Number
ii. Transaction Date
iii. Shipment and Billing Details
iv. Payment Method Chosen
v. Sales Invoice Number
vi. Official Receipt Number

b. Credit Card Details (if deemed necessary for the situation)
 

How to Buy

How do I buy from the site?

Kindly follow these instructions:

  1. Buy from the site by adding your chosen items on your cart.
  2. Once done, you can check your cart by clicking the shopping cart found at the upper right hand corner of the website. The page will show your purchase orders. Upon clicking a purchase order, items chosen will show.
  3. To buy chosen items, kindly click “Proceed to Check Out” and you will be asked to enter personal details, preferred shipping and payment methods.
  4. If you choose credit card, the site will direct you to PesoPay.com for you to be able to enter your credit card information.
  5. If you choose bank deposit, kindly process payment through our accredited banks and then enter the bank details in the respective purchase order in your account.
  6. After paying, you will be prompted by the site that your orders were placed.
     

What if I have a product I want to purchase is not found on your site, how can order such items?

Office Warehouse accepts special orders. Just call our Customer Care and inquire about the item you’d like to purchase. The following guidelines, should be considered upon placing special orders:

  1. Special orders will be accepted subject to stock availability through Office Warehouse partner vendors.
  2. An initial 50% down-payment must be placed before a special order is accepted and processed. Customer has a maximum allowance of thirty (30) days to complete full payment.
  3. The customer must pay the balance on or before the day of delivery of the item or within thirty (30) days lead time, whichever comes first. Otherwise, the down-payment shall be deemed cancelled and forfeited.
  4. Reservations are not allowed unless customer has a deposit, requested branch must require proof of customer payment from requesting branch and vice versa.
     

What documents will I receive after ordering online?

You will receive an e-mail notification regarding the details of your orders. It is highly recommended for you to print it, as it will serve as proof of purchase upon delivery

Shipping Methods

How can my products be sent to me?

There are two ways you can receive your purchases. You can choose to have them delivered at your doorstep or pick-it up from a participating Office Warehouse outlet.

Regardless of the option chosen, please note that there are only certain areas in Metro Manila that we allow shipment and there are specific Office Warehouse outlets that allow pick-up from online purchases.

What are the participating areas covered for shipment and Office Warehouse outlets that allow pick-up?

The following are the participating cities in Metro Manila that are covered by our delivery. Within each key city, there are participating outlets that allow pick-up of online purchases:

a. Makati City – Vito Cruz (Metropolitan Ave)
b. Quezon City – Tomas Morato and Quezon Avenue
c. Pasig City – Meralco Ave. and St. Francis Square
d. Mandaluyong City – Liberty Center
e. San Juan City– Wilson Greenhills
f. Manila City– Roxas Boulevard

How much do you charge for shipment?

If the items are for store-pick-up, there will be no additional cost to you.

However, if your purchases shall be delivered at your doorstep, the following conditions shall apply:

  1. A minimum online purchase requirement of P 3,000.00 will be allowed for FREE shipping on participating key cities.
  2. For purchases less than P 3,000.00 the following apply:
    1. P 100.00 = if within the six (6) covered cities
    2. For quotation = if outside the covered cities in Metro Manila and in provincial areas. Customer should coordinate with our Customer Care to request for cost estimate.
  3. No payment made. No delivery.
  4. Customer will be charged a delivery fee in case the client failed to accept delivered items without any defect/cancellation.

What time will you deliver my purchases?

Office Warehouse delivers from 9:00 am to 5:00 pm on weekdays (Monday to Friday). No Saturday or Sunday delivery schedule.

Payment Methods

What are the different ways I can pay for my online purchases?

You can pay via bank deposit (cash or check) or credit card. Credit card payments can be directly done online, while cash and check deposit payments are only considered upon encoding bank slip details on the transaction you made.

Do I need to keep my bank slip after I have encoded the details in my account?

Yes, please do keep the bank slip after encoding the details on to your account. While we have records online, we would need the bank slip for filing and reconciling our records. Thus, it is also highly recommended that two (2) copies of the bank slip be requested from the bank upon payment. You may surrender the bank slip to our delivery personnel (delivery transactions) or to the branch manager (store pick-up) transactions.

What type of credit cards do you accept?

We accept Master Card and Visa with a minimum purchase starting at P100.00

How will my payment returned if I cancelled my orders?

Cash or check deposit payments, Office Warehouse will return the amount through issuing a check. Credit card payments, meanwhile, shall be returned through crediting the amount used for payment. In the latter case, it will be Visa/Master Card who will process the return and period of processing will depend on Visa/Master Card’s mobilization.

Cancellation of Orders

Can I cancel my orders?

Yes, you may cancel your orders. However, certain terms and conditions should be considered, should you consider cancelling your order.

How do I cancel my order/s?

Kindly consider the following terms and conditions upon cancelling your order/s:

  1. You can cancel your orders within 24 hours from the time of purchase. It would be better if you can cancel within the same day of purchase. (Example: If time of purchase is 3:00 pm, you can cancel up to 3:00 pm the following day. However, it is recommended for cancellation by 5:00 pm within the same day of order. This way processing of cancelled orders will be faster)
  2. Cancellation will not be allowed if order has undergone processing and shipping. Processing would mean after the 24-hour window for cancellation or the second day of transaction. Shipping would mean the third day schedule of delivery or your orders.
  3. Cancellation upon receipt of item or upon delivery/pick-up will not be entertained.

Are there any documents I need to present upon cancellation?

  1. Order Confirmation Email showing Purchase Order number
  2. Scanned copy of credit card holder’s valid government ID (SSS, TIN, PhilHealth, GSIS, Driver’s License)
  3. Scanned copy of credit card holder’s valid company ID
  4. Scanned copy or photo (photocopy not allowed) of front panel of credit card with the following information :
    • Bank’s name logo
    • VISA/MasterCard logo
    • Embossed cardholder’s name
    • Embossed validity date
    • Initial 6 digits and last 4 digits of credit card. To protect your credit card information, we request that the middle 6 digits of your card be masked or covered.
  5. Scanned letter of request to cancel the transaction stating the reason for cancellation of order, signed by credit card holder.

Exchange Policy

Item I bought online is defective. Can I immediately exchange it for a new item?

Although we accept replacement of defective items, we would need to first diagnose the type of defect or error and depending on the type of product.

As a general rule, if the item can be repaired, we would then recommend that the item be fixed through service centers of our partner vendors, particularly for technology items. If item was diagnosed to be irreparable, then we can consider replacement.

To know more guidelines on replacements/exchanges for each type of product please see Policy Commencement and Warranty Terms per type of Product

What are your qualifications in order to replace a defective item?

To exchange an item the following options can be considered:

1. Defective item shall be replaced with the same model and brand of product originally bought by customer.

2. Replacement of item is applicable while stocks supply last. In case of unavailability of stock/s, the following options are applicable:

  1. Customer may need to wait for replenishment of same model and brand of defective item.
  2. Customer to get a different or upgraded model of the same brand, provided customer pays for the price difference, and is subject to approval of vendor where the defective item is due.
  3. Customer to get a different model and brand or a totally different product type, provided
    1. New item’s price point should equal or be more than the price of the defective item. Any excess in amount shall be paid by the customer accordingly.
    2. Subject to approval of vendor where the defective item is due.
    3. Defective item originally purchased was not bought under a promotional offer initiated by vendor.

Do you accept exchange of item if I found that the item I bought is not what I needed?

We do not accept replacement of item, especially if found to be due to customer’s change of mind. Any purchases made are deemed to be final especially when already shipped to and item is working in good condition. Thus, before making the final purchase, we hope that customers may be able to canvass and research on the item to be purchased to avoid any inconveniences on both parties.

Do you accept refunds?

We only primarily accept replacements or exchanges of defective items. Refunds are only considered as a last resort if none of the replacement qualifications/customer options can be met by Office Warehouse and its partner vendor.

How do I return the defective item?

If the item was picke-up from a participating outlet, kindly directly call or send your concern to the outlet where items were retrieved from. If your orders were delivered to your doorstep, kindly call our Customer Care Hotline and our Customer Care personnel shall later schedule pick-up date of the defective item.

What are the requirements for submission in order to process my request?

Kindly ensure to bring to concerned outlet or present to our delivery personnel the following items. Office Warehouse reserves the right to refuse acceptance of defective item if at least one (1) of the requirements below are incomplete:

  1. Official receipt/sales invoice indicating proof of purchase.
  2. Warranty Certificate showing item is within warranty period.
  3. Order Confirmation Email showing Purchase Order number of online transaction
  4. Product returned completely with accessories and packaging.
  5. Price tag is attached to the item, and
  6. Merchandise is returned in good, original, saleable condition. No scratches, dents and/or signs of tampering or mishandling
  7. Customer to download and submit a fully filled-out Customer Acknowledgement Receipt:
    1. Customer’s Complete Name and Signature (for check addressee purposes)
    2. Shipping Address
    3. Landline Number
    4. Mobile Number

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Need Help?
Contact our Customer Care Officer.

Online Shopping Customer Care: +63 2 997-9797
Email: info@officewarehouse.com.ph

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