FAQs

Orders

• How do I place an order online?

  Follow these simple steps:

  1. Choose items you'd wish to buy. This will automatically be added to your Cart.

  2. Once done, choose "Proceed to Checkout" or you may click on the Cart icon found at the upper right hand corner of the website.

  3. Register or Login to your Account.

  • If you're a new customer, kindly register to create an account.
  • If you have an existing account with us, simply log in with your account's email address and password.

  4. Provide your Shipping and Billing Information.

  • If you choose to have your ordered items delivered to your doorstep, please enter your complete shipping address and details. You may also use your saved shipping address if you're a returning customer.
  • Whether you opted for Delivery or Pick-Up, please enter your complete billing address. For returning customers, you may enter a new billing address or choose a saved address.

  5. Enter your Coupon Code, if any.

  Discount Coupons can be found on promotional materials such as discount cards or flyers from our stores. Once code is entered, the corresponding discount will be applied to your purchase.

  6. Review Checkout details and proceed to Payment.

  • Kindly go through the details before choosing your mode of payment. You can use the "Order Notes" for special shipping/handling instructions and other reminders.
  • Select your payment method:
    PesoPay for real-time payments (Credit/Debit Card, GCash, Online Banking and Digital Wallets)
    Check Deposit
  • Click on the check box at the bottom part of this page indicating your agreement and understanding of Office Warehouse online store terms and conditions.
  • Click the "Continue and Proceed to Payment" to send payment details.
  • For PesoPay real-time payment transactions, you will be directed to PesoPay.com site where you will provide your card and other transaction details. After successful payment is made, customers will be directed back to Office Warehouse online shopping site.
  • For Check Deposit transactions, you may check our Payment Methods for instructions on how to pay via bank deposit. Once payment is made, kindly register the bank details under "My Account".

  7. Order Complete!

• What are the different ways to pay for my online purchases?

  You can pay via:

  • PesoPay
    • Credit and Debit Card (Visa and Mastercard)
    • Online Banking (BDO, BPI, Metrobank, RCBC, UnionBank, Landbank)
    • GCash, Maya
    • GrabPay, ShopeePay
    • QR PH
    • PayCash (Over- the-counter payment thru BDO, RCBC, BayadCenter or ECPay)
    • AliPay, WeChat, UnionPay
    • BPI Online Banking
    • BancNet
  • Check Deposit (BDO)

  Note: Check deposit payments are considered upon encoding of bank transaction details on the related transaction under "My Account". You may also email a copy of your bank payment transaction to onlineshopping@officewarehouse.com.ph. Other instructions will be emailed to you after placing your order.

• Can I place a special order for items not found on your online shopping site?

  Yes, we accept special orders. Just call our Customer Care Hotline and inquire about the item you wish to purchase.

  The following guidelines shall apply to special orders:

  1. Special orders will be accepted after stock availability is verified with our partner vendors.
  2. An initial 50% Downpayment must be placed before a special order is processed. Customer has a maximum allowance of thirty (30) days to complete full payment.
  3. Upon full payment, ordered items will be ready for shipping or store pick-up.

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 to call Customer Care?

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

  Mondays to Fridays: 8:00 am to 5:00 pm
   

• How can I contact your Customer Care personnel?

  You can contact our Customer Care personnel at our hotline (632) 8997-9797 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)
   

Shipping and Delivery

• How will I get my order?

  You may get your online order in two (2) ways:

  Delivery

  We now deliver nationwide!

  • For smooth and accurate delivery of order, please provide a detailed shipping address. Please include notes re landmarks and other helpful location info.
  • Customers are to shoulder entrance fees and arrange for gate passes for deliveries inside subdivisions, village, buildings or townhouses.

  Store Pick-up

  You may also choose to pick-up your ordered items from any of the our participating Office Warehouse outlets below:

  • Vito Cruz (Makati)
  • Park Triangle BGC (Taguig)
  • Meralco Avenue (Ortigas Center)
  • Liberty Center Shaw (Mandaluyong)
  • Quezon Avenue (Quezon City)
  • Ewell Square, Del Monte (Quezon City)
  • One Archers Taft (Manila)
  • Roxas Boulevard (Manila)
  • SM San Lazaro (Manila)
  • Starmall Alabang (Muntinlupa)
  • Puregold Calamba (Calamba, Laguna)
  • Puregold Pacita Complex (San Pedro, Laguna)
  • Puregold San Pablo (San Pablo, Laguna)
• How do you compute for delivery or shipping fee?

  We offer FREE delivery for purchases amounting to Php 3,000.00 and above, with shipping address within the the following Metro Manila key cities:

  • Makati City
  • Taguig City
  • Quezon City
  • Pasig City
  • Mandaluyong City
  • San Juan City
  • Manila

  A Php 100.00 Delivery Fee will be charged for purchases below Php 3,000 but within the above-mentioned covered cities.

  If outside the above-mentioned covered areas, additional shipping fees shall apply and may include valuation charges.

• When can I expect my order to arrive?

  Upon placing your order and completion of payment (in the case of bank deposit payments, after verifying the encoded bank deposit slip details on the related transaction under "My Account"), you may expect your package to arrive in:

  • Metro Manila: 1 to 5 business days (except for bulky and furniture orders)
  • Rest of the Country: Will follow timeframe set by 3rd-party couriers

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?

  You may cancel your order by calling up our Customer Care Hotline.

  You can only cancel your orders within 24 hours from the time of order placement or purchase.

  If payment has been made, our Customer Care personnel may require you to email us a signed letter of request re the order cancellation, and a photocopy of your credit card or bank deposit slip, and one (1) valid ID.

• 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.
• How will I get my payment back after cancelling my order?

  For Cash and Check Deposit payments, we will return the amount thru check issuance.

  For Credit Card transactions, payment shall be returned by reversing the credit card transaction. It will be Visa/Mastercard who will process the return; processing lead-time will depend on Visa/Mastercard's mobilization.

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