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General

SM Malls Online is the newest online shopping app of SM Supermalls. Shop from trusted mall brands, restaurants, and Cyberzone. Have all your orders shipped with 1 delivery fee or choose to pick it up in-store. It’s your ultimate shopping companion, bringing the fun of SM Malling to your phone!
SM Malls Online is available to download on the App Store and Google Play. We are currently available in TEN (10) malls: SM Megamall, SM North EDSA, SM Mall of Asia, SM City Fairview, SM Southmall, SM Aura Premier, SM San Lazaro, SM City Sucat, SM Dasmariñas, SM Bacoor! However, we are adding more SM Malls to serve you real soon!
Shop from the following mall brands currently available in our app. We’re also working hard to have all your favorite and trusted brands available soon on our app.
Shop from a wide assortment of products from multiple mall brands. We’re continuously adding more products to the app.  
Standard Shipping fees are as follows, with a maximum limit up to 20KG: For Food: Php 59 Standard ; Php 129 Long Distance for select restaurants. For Non-Food: Php 49 Standard; Php 129 Long Distance
Registered users can order via delivery method within 10km distance (Non-Food), and 5km distance (Food & Beverage), and 10km distance (Food & Beverage Long Distance Delivery for Select Restaurant Brands) from the chosen mall. If you are outside geolocation limitations, pickup services are currently available.
We’re working on having more SM Malls available and nationwide shipping soon!

Registration

1. Download the SM Malls Online App on the App Store or Google Play.
2. Open the SM Malls Online App.
3. Click Continue. 
4. Enter your current mobile number. 
5. A 6-digit one time pin will be sent to your mobile number. Enter this code on the app to verify your account. 
6. Complete your profile by providing your Name, Email Address, Gender, and Birthday.
7. You may now log in to your SM Malls Online account & start shopping!
You may wait for another 5 minutes to resend the OTP to your mobile phone. Make sure you enter the right mobile number. For other queries, please write to us at help@smmallsonline.com.
To make changes in your account, open the app and make sure you are logged into your SM Malls Online account. 

1. Tap on the Account tab on the lower right corner.
2. Click on Edit Profile.
3 .Make the necessary edits and save your changes.

Security Concerns and Reminders to Avoid Payment Scams For any security concerns, please immediately contact help@smmallsonline.com indicating your SM Malls Online order number and mobile number.  Please remember the following security reminders: 

1. Never share your personal information – We only ask for your personal information (name, phone number, email, etc.) during account set-up. SM Malls Online will never call or ask for your personal information like bank account details, password, credit card information, or any other personal information. Please take extra precaution on individuals pretending to be representatives of SM Malls Online. 

2. Do not pay outside the options presented on the SM Malls Online app – SM Malls Online and our sellers will never ask to transact with you outside of the payment methods published on the app. Only COD and card payments are currently accepted. Payment details of your purchases are all seen on SM Malls Online’s Checkout Page.

3. Do not accept payment instructions via chat. All payment instructions will be provided by SM Malls Online in our secure Checkout Page. 
Do not place orders using credit cards that are not in your name, please make sure to use your own credit card when creating a transaction on SM Malls Online. 
Upon successful checkout, we will confirm receipt of your order and provide your Order #. We will also send your order information and receipt via your registered email address.  
The following are the available payment methods:  
1. Cash
2. Online Debit/Credit Card payment  We are working on adding more online payment options for your convenience.
Online Debit/Credit Card payment and Gcash are now available! Other cashless payment methods are coming soon.
If you received a notification of an unauthorized transaction using your debit/credit card or other cashless payment method, please contact your bank immediately to check if payment can be stopped. Please also immediately reset your account password to prevent further security breaches and unwanted orders. As a reminder, do not share any personal account or payment information with others.

Shipping, Pickup and Delivery

Choose the most convenient option to get your orders from SM Malls Online:

1.) Standard Delivery: Order cut-off time – 5 pm Daily
Orders will be delivered within 5 days as long as orders are within the 5 pm order cut-off. Please refer in-app as order cut-offs may differ from time to time, or may differ per mall.

2.) In-store Pick Up: Same Day (Order cut-off time – 1 hour before mall closure unless stated otherwise)

3.) Express Food Delivery: 1 – 2 Hours Delivery Time (Order cut-off time – 1 hour before mall closure unless stated otherwise)

4.) Same Day General Merchandise Delivery: Order cut-off time – 5 pm Daily

Orders will be delivered the same day as long as orders are within the 5 pm order cut-off. Please refer in-app as order cut-offs may differ from time to time, or may differ per mall.
Not all brands are available for same-day delivery. For more information regarding same-day delivery, you may contact help@smmallsonline.com or message us via our in-app chat.
Unlike the Standard Delivery, the Same Day Delivery shall only have 1 attempt in delivering the order; If the item fails to be delivered to the customer, the item will automatically be returned to the tenant. In a case where a customer paid via cashless transaction, the customer will expect the refund to be received after 10-15 days. 
You may check the Order tab in your app where the order status gets updated from Order acknowledgement to Shipped / Completed. For more information about the status of your order, you may contact us via live chat or email us at help@smmallsonline.com.
Inform the person that will receive the orders(s) on your behalf that you are expecting an order from SM Malls Online. Make sure to give your friend or family the following details:

1. Order Number
2. Package Type
3. Amount Payable

For Orders with Online/Cashless Payment:

Provide the person who will receive the package on your behalf the following:

1. Authorization Letter (printed/handwritten)
2. Copy of your valid ID

Your authorized representative must also present a valid ID for identity proof to receive your package
Orders tagged as “Failed Delivery” can be because of reasons such as:

Order Issues: This occurs when our logistic partner has assessed that the package prepared by a seller does not meet the quality standards of SM Malls Online driven by damaged/insufficient packaging or improper packaging by SM’s Fulfillment partner.

Logistics Issues: This occurs when unforeseen circumstances hinder our logistic partner’s capability to deliver your order driven by weather conditions, government restrictions or infrastructure issues (e.g. road closures). 

Customer Issues: This occurs when the details provided by a customer are incorrect :
1. Address/contact details are incorrect (Please check your address book to make sure it is updated) 

2. Address is missing important details (e.g. house number, unit number, barangay) 

3. Customer or authorized representative was unavailable at shipping address upon delivery 

Recipient is unknown at shipping address 
 
1. Payment was not ready (for COD orders only) 

2. Failed delivery after second attempt for Standard Delivery

3. Failed delivery on the first attempt for Same Day Delivery

4. Person to accept the order is unable to provide sufficient identification (for cashless payments)

You may contact Support at help@smmallsonline.com to check on the reason for your failed delivery. Please provide the following details: Order Number, Mall
Request for specific delivery time and date is currently not possible. If you will not be available at the time of delivery, please assign someone who can receive the order on your behalf in accordance to our terms of use. Our courier will deliver the order for up to 2 attempts only. After which the items will be returned to the seller. This is in accordance with the delivery policy.
Please email us at  help@smmallsonline.com or message us via our in-app chat  with the following details of your concern or contact the seller directly to verify if there are pending items for delivery. 

1.Order Number (eg 1XX11XX1XX)

1.1 Image of the Receipt from the Brand

1.2 Image of the Parcel ID (For Non-food orders)

1.3 Image of the Air Way Bill from our partner courier

1.4 Image of the product (Capture the issue being raised)

1.5 Image of the product (Capture the issue being raised

Advise us within one hour from the time you receive your food order, and within three hours from when you receive your non-food order.

Failure to provide complete details and within acceptable cut-off to raise concern will not be entertained.
During check-out, if you have selected In-store Pick Up, you should proceed to the specific store at your convenience within 72 hours to pick up your order. Show the seller representative your order ID and details on SM Malls Online app.
Express Delivery is available for restaurant orders and can be completed approximately 1-2 hours for orders made one hour before the mall closure. 
Same Day Delivery is available for some general merchandise brands and can be completed within the day the order was made before 7pm.

Ordering and Cancellation

For any security concerns, please immediately contact help@smmallsonline.com with your security issue, SM Malls Online order number and mobile number. 

Please remember the following security reminders: 

1. Never share your personal information – We only ask for your personal information (name, phone number, email, etc.) during account set-up. SM Malls Online will never call or ask for your personal information like bank account details, password, credit card information, or any other personal information. Please take extra precaution on individuals pretending to be representatives of SM Malls Online. 

2. Do not pay outside the options presented on the SM Malls Online app – SM Malls Online and our sellers will never ask to transact with you outside of the payment methods published on the app. Only COD and card payments are currently accepted. Payment details of your purchases  all seen on SM Malls Online’s Checkout Page.

3. Do not accept payment instructions via chat. All payment instructions will be provided by SM Malls Online in our secure Checkout Page. 
Do not place orders using credit cards that are not in your name, please make sure to use your own credit card when creating a transaction on SM Malls Online.
SM Malls Online intercepts the placement of orders mainly, but not limited to the following:

1.) Order placement pause due to surge of orders

2.) Order placement pause due to inclement weather
Yes, you can order multiple items and have them delivered to different shipping addresses. Delivery fee will be applied per shipping address. 
You may contact Support at help@smmallsonline.com or via athe in-app chat to request cancelation of your order.

Please provide the following details: Order Number, Mall, Reason for Cancellation

Order may or may not be canceled in accordance with SM Malls Online’s Terms of Use.
You may contact Support at help@smmallsonline.com or via athe in-app chat to request cancelation of your order.

Please provide the following details: Order Number, Mall, Reason for Cancellation.

Order may or may not be canceled in accordance with SM Malls Online’s Terms of Use.
Cash On Delivery is one of SM Malls Online’s payment methods. However, there are cases where this payment method may not be available: 

1. Order value exceeds the amount threshold – For the safety of both our sellers and customers, COD is not available for high-value products. You may opt to use other payment methods.

2. Shipping address is out of COD coverage area – For remote areas, our partner couriers may not be able to provide COD. If your location is within this area, we recommend you to use other payment methods aside from
COD 

3. COD is removed as a payment method – We have detected that you have multiple unsuccessful deliveries. We define failed deliveries as: 

4. Customer refuses to accept COD packages 

5. Repeated incidents of failing to receive packages after the second delivery attempt 
Unfortunately, we currently do not have an option to change your payment method nor order details (e.g. delivery address, mobile number) after your order has been placed and processed. You may opt to cancel the order if it has not already been fulfilled.  We encourage users to check all information prior to checkout.
We do not charge any fees for cancellation of orders.
Unfortunately, we currently do not have the option to change your pinned delivery address after your order has been placed and processed. but we will be able to proceed with the delivery if your actual location is within 500 meters from your pinned location. You may contact Support at help@smmallsonline.com or inform your assigned rider.

Orders with wrong pinned address that are beyond 500 meters from the pinned location will be automatically cancelled.

Return, Refund and Exchange

Warranty may vary per product. It is best to check with the store / brand prior to checkout.
Valid reasons for return and exchange (Return/Exchange policy varies across store / brand, please check with the store/ brand prior to checkout) include the following: 

Product that is fundamentally different in nature from the product specified in the website; 

Faulty, defective, or damaged product;

Product that is not as advertised on the website;

Wrong item is delivered; or Change of size (for fashion items).

Be sure that all items to be returned are still in their original packaging, with complete accessories and attached price tag. Please note that return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason.

For consumable items, only sealed or unused can be requested for return/exchange. 
For items under “Express Food Delivery”, “Same Day Delivery” or “Standard Delivery”, you are encouraged to return, refund or exchange the item in person depending on the respective return/exchange policies of the store / brand. Please contact the seller or send us an email at help@smmallsonline.com for guidance on the return process.  

Please ensure the following are available:

1. Original Receipt

2. Original Packaging

Items are in good condition with its peripherals (e.g. user guide, freebies, etc.) which was originally received 
Please take a picture of the return shipping receipt for safekeeping and future use (e.g. email to seller or SM Customer Service Team)  Upon verifying that your order has been returned to the seller, please allow the seller some time to verify that the all required documentation/items have been received to process a return/exchange or contact the tenant store for further instructions. 

NOTE: That return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted for any reason.

For consumable items, only sealed or unused can be requested for return/exchange. 
The following are common reasons (non-exhaustive) for rejected returns:

Improper packaging of an item

Incomplete items

Return labels are not attached, written return number or tracking number might be incorrectly written or missing

Please contact help@smmallsonline.com or contact your seller for further instructions.
There is no fee when returning an item to the seller.
If you have experienced a failed delivery and you paid in advance, please do contact us via live chat or you may email us via help@smmallsonline.com to determine the cause of the failed delivery.

Our Support team or the Store itself will contact you to explain the reason for a failed delivery. On the occasion that the item cannot be redelivered, a refund will automatically be processed as soon as possible.

The lead time for a refund will be as follows:
 
1.) For Debit/Credit card payments: 10-15 banking days from the time of refund request.

2.) For Gcash payments: 7 working days from the time of refund request. 

Data Privacy

We take your privacy very seriously. We ensure that your sensitive data is protected and encrypted at all times. You can read more about our Privacy Policy at www.smmallsonline.com/privacy-policy  Should you have any questions or concerns, feel free to reach out to our Customer Support Team via help@smmallsonline.com