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FAQs

GENERAL

1. Contact Customer Service

We would like to hear from you. For questions, comments and suggestions, please contact us at:

Email:info@itshopexpress.com.ph

Tel no: 723-3120/723/4076

Facebook: https://www.facebook.com/itshopexpress

IT Shop Express Customer Service operating hours
Monday to Friday: 9:30am-8:00pm
Saturday: 9:30am-8:00pm
Sunday: Closed

 

2. How do I check the product warranty?

You can check product warranty through:

1.     Warranty card inside your package

2.     Under tab Specifications on product page

3. Can I call IT Shop Express to place an order?

We can assist you to place your order over the phone if your preferred payment method is Cash On Delivery (COD).

 

ORDER TRACKING

1. Order Status – My order has not arrived yet

We know you can’t wait to receive your new items and we aim to ship your order as fast as possible. Our average delivery lead time from the day you have placed your order is:

3-7 days for Metro Manila
5-10 days for provincial towns
5-7 days for rural areas
2. Order Tracker: Your order status

In Metro Manila we ship our parcels via our own courier. If you live within this area, please track your order here.
If your delivery address is outside of Metro Manila, your order will be delivered by one of our Logistics partners. Please check the tracker here or use the tracking link in your shipping confirmation email.

DELIVERY

1. What if I am not at home to receive my order?

If you are not at home when we deliver and there is someone else to receive the order, please make a note in the “Delivery Instructions” field on the Checkout page when you place your order or send a quick email to our Customer Service Team (here). Please also leave a letter of authorization stating the name of the recipient. We will require you or the authorized person to present a valid ID upon delivery to make sure that no one else can take your order.

If we cannot reach you at the indicated shipping address, our customer service team will contact you by Email and text message and we will try to deliver again on the next day. If we cannot reach you on the second delivery attempt, your shipment is on hold and our customer service will contact you to schedule a new delivery attempt. Please note that our logistics provider will return shipments to IT SHOP EXPRESS after three unsuccessful delivery attempts.

2. Can you deliver to my office address?

Yes, your parcel can be delivered to an office address. Please enter the address along with your full name upon checkout.

If you would like the package to be dropped off at an office reception, please leave us a note in the “Delivery Instructions” field of the checkout page and leave a letter of authorization with the recipient.

3. Do you charge any shipping cost?

Shipping is free within Metro Manila for any order above PHP 1000. For orders below that, the shipping fee is only PHP 110.00. Shipping fee for Provincial areas with any order above PHP 1000 is also free.

4. Will IT Shop Express call me before coming to deliver my order?

Our delivery team or courier partner will send you an SMS before coming to deliver your order.

 

5. How do I change my address or cancel my order?

If you’ve just finished placing your order, please call us and we’ll try to modify your order. If more than two hours have passed, chances are good that our warehouse personnel have already packed and shipped your order! In either case, please call us for further assistance as soon as possible at 723-4076

If for some reason you wish to cancel your order, please contact our customer service agents at 723-4076 / 723-3120 or drop us an email at info@itshopexpress.com.ph

 

1. What is IT Shop Express Returns & Refunds Policy?

Our return policy allows for item(s) return and your choice of a full refund or replacement item(s).

However, we do have a few simple requirements for processing a return.

 

 

 

You may want to return your order due to any of the following reasons:

Reasons
Description

Damaged
The product is damaged in delivery
Defective
The product does not function as described in its manufacturer specification
Incorrect/wrong item
Not the product the customer ordered
Missing items/parts
Missing items/parts as indicated in the packaging
Website error
The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)

·         You have proof of purchase (order number, buying invoice, delivery note, bank statement)

·         The product must not fall into the non-returnable product list
         All sealed items must not be opened

In case you have opened the seal, please refer for assistance to the relevant service center indicated on your warranty card.

METHOD OF PAYMENTS

 

1. What forms of payment do you accept?

We offer a number of payment methods:

1.Cash on Delivery (COD)

Cash on Delivery is a safe and risk-free payment method and you only pay upon receiving your goods. Choosing that payment method also allow your order to be processed faster. Please note that for security purposes you need to pay the Cash On Delivery amount before opening your parcel.

 

2. How can I change the payment method for my existing order?

At IT Shop Express, we do not offer an option to change payment method for your existing order. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request to cancel order at. We will help you cancel it.

FOR MORE INFO. Please contact us at 723-3120 / 723-4076 or EMAIL us at info@itshopexpress.com.ph