FAQs

Free shipping will not apply in conjunction with Buy one take one & bundle promos.

Here at smstationery.com.ph 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.

Should you have any questions or concerns, feel free to reach out to our Customer Care team through our Contact Us page.

In case you forget your password, you can reset your password by clicking on the “Forgot Password” option on the login page. We shall send you an email to reset your password.

If this does not help solve your issue, feel free to contact Customer Care through our Contact Us page, so we can check the status of your account.

We’ve partnered with SM Advantage to allow you to earn loyalty points every time you purchase products from smstationery.com.ph .To earn points, make sure to provide your SM Advantage Card Number in the Customer Profile before you make your purchase.

Our partner from SM Advantage has existing points per amount conversion. Shopping at smstationery.com.ph will also give you the same number of points depending on the total amount of purchase, after discounts and promotions.

For more information about each partner’s specific conversion table, please visit the SM Advantage website.

Loyalty points shall be credited once the transaction has been delivered and completed according to the timeline set by SM Advantage. Should you need to inquire about your points, please contact SM Advantage directly.

Our website allows for adding of multiple addresses for convenience of shoppers like you. To add a new address and to set your default billing address, just go to your Account Profile then click View Addresses.

We acknowledge that you may not be around to receive your order upon delivery, or that you may be buying the items for someone else. For these cases, we allow customers to indicate a different recipient name and number as the account holder’s name. The name indicated as the recipient name will have to be physically present when our courier partners deliver the order.

Registering is fast and easy. Just click on the upper-right icon to create an account using your email address.

To login, click on the upper-right icon.

To make changes to the information in your account, just visit your profile page by clicking on the Account Profile icon at the upper-right of the website.

Placing an order using desktop or mobile is easy. Visit smstationery.com.ph and browse the different categories and items for something that you might want. Please note that you will have to register and login to your account to complete an order.

From the item page, just add the item to your shopping cart and click on checkout. Follow our simple, checkout process and you are good to go!

We’re sorry, but order details such as address, mobile number or product color and size can no longer be changed once order is confirmed. Should there be a need to modify or amend an information, please cancel the order by using our Contact Us page

Due to the number of people accessing the website at the same time, we cannot guarantee that stocks will still be available at the time of re-order.

smstationery.com.ph only sells guaranteed authentic merchandise. We work hard to ensure that each item you receive is of the highest quality.

If the item is available for order, you will be able to add the item to your cart.

If the item is currently out of stock, you will be prompted with sold out/out of stock notice in the product description page.

On the product details page, you can check if the item/s you are interested in have any other sizes and colors available at the time of your purchase.

If you have found something that you like and want to learn more about the product, simply click on the item and you will be directed to the product page of that item, where you will find more information about the product, including features, colors, sizes and other important details.

Should you need any additional information, feel free to reach out to us via the Contact Us page.

Most of our products, especially those that have electronics in them, have standard manufacturer’s warranty. We highly encourage you to check the item upon receipt to ensure they work as advertised on the site.

If the item fails to work, you may reach out to us via the Contact Us page to get details and instructions on how to return/exchange an item. Don’t forget to keep the original receipt and make sure that your item(s) for return/exchange is in original condition with tags intact. Please note that all products sold online must follow our Return and Exchange Policy.

Products and offers in our website may vary from time to time depending on demand, season, and availability. Please come back to check on new offers from time to time or sign up to receive our newsletter.

We process all orders as soon as we receive them. Delivery time frame varies depending on delivery address. We will update you via email once your order is shipped. We endeavor to deliver your items as follows:

During Community Quarantine

• Metro Manila – 5 working days
• Luzon – 7 working days
• Visayas and Mindanao – 12-14 working days

During Lean and Peak Seasons

• Metro Manila – 1-4 working days
• Luzon – 5-9 working days
• Visayas and Mindanao – 5-9 working days

Additional Reminders

1. Additional 15 days may be observed for items with high capacity power (e.g., battery pack or rechargeable batteries) and liquid content (e.g., ink cartridge, perfume), if to be delivered outside of Luzon. These items will be shipped via sea due to airline safety restrictions.
2. Delivery to addresses outside of direct serviceable areas may have longer lead time.
3. Orders received on or before 3PM from Monday to Friday shall be processed on the same day. Meanwhile, orders received beyond 3PM shall be processed the next working day.

Once your order has been successfully placed, you will receive an email with the details of your order shortly after you complete the checkout process.

Sometimes, the email goes directly to your Spam folder, so be sure to check that as well.

If you have not gotten your order confirmation yet, please also check your Account Profile > Order History and see if your order has gone through. Otherwise, feel free to contact Customer Care for assistance using our Contact Us page.

As an additional tip, please indicate your Order Number when contacting us, so we can assist you faster.

Once your order is confirmed, you’re all set! Sit back, relax, and wait for us to prepare and ship your order. A notification will be sent to your registered email address once your order is shipped. You can check the status of your order at any time via the Order History page.

We are really sorry, but a paid order cannot be cancelled anymore.

Unpaid orders are cancelled when payment is not settled during the specified period. You may contact our Customer Care via email, chat or Contact Us Page to get more information on the status of your order. Please indicate your complete name, order number, order date. Customer Service will respond with your order status.

We do not charge any fees for cancellation of unpaid orders.

You will receive an email notification indicating that your order has been cancelled.

To enhance security and simplify processing, COD payments are restricted to lower amounts. For orders exceeding 20,000, online payment is required. This ensures a more reliable and secure transaction, minimizing risk for both the customer and seller. Payments for orders over this amount must be completed online before the order can be processed and fulfilled.

smstationery.com.ph offers a variety of ways to pay for your order. You can select any of the following:

• Credit Card (Visa/MasterCard/JBC/American Express)
• BPI Online
• Over the Counter
  • GCash
  • SM Bills Pay
  • 7-Eleven
  • M Lhuillier
  • TrueMoney
  • ExpressPay
  • Philippine National Bank
  • Cebuana Lhuillier
  • ECPay
  • Direct Agent 5
  • Posible
  • BDO
• Online Bills Payment
  • BDO
  • Security Bank
  • Philippine National Bank Online Bills Payment
• Bancnet

Most major credit and debit cards such as Visa, Mastercard, JCB and American Express are accepted through our payment gateway partner, Paynamics. Some cards may not be accepted due to limitations from your card issuing bank. Rest assured your credit and debit card details are stored safely by our payment gateway partner.

Installment payment plans are being worked on and will be available in the future. For now, we offer credit card and debit card – straight purchase, apart from cash on delivery.

Items for delivery may incur shipping fee, which is reflected on your summary of charges prior to completing the order. Please check if your order was charged this fee, as this might be causing the discrepancy. We highly recommend reviewing the order summary before completing the checkout process.

If you have indeed been charged incorrectly, please contact Customer Care here, so we can assist you immediately. We would appreciate it if you can prepare the following information prior to contacting us:

• Customer Name
• Order Number
• Amount that should be charged
• Amount that was charged
• Bank Information

We do not collect credit card details directly. All credit and debit card information is handled by our payment gateway partner, Paynamics. Rest assured that your card details is kept safe and private. Paynamics is PCI DSS compliant, and a trusted partner of smstationery.com.ph and many other online sites.

For security purposes, smstationery.com.ph only allows orders to be placed by the card holder. Please make sure you own a credit or debit card before proceeding with a card transaction with us.

For card transactions, you will receive three email notifications after successfully placing your order – an order confirmation notification, a message from Paynamics confirming the amount debited from your card, and a sales invoice.

Please check your spam/junk folder for any emails from us. Otherwise, if you do not receive these emails, please reach out to Customer Care here, so we can address this concern for you.

Valid reasons for return and exchange 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; or 
• Wrong item is delivered.

Be sure that all items to be returned/exchanged are still in their original packaging, with complete accessories and attached price tag.

Please note that for consumable items, only sealed or unused can be requested for return/exchange

PROCESS

Step 1: Log in to www.smstationery.com.ph  and navigate to My Profile or under the footer section > "Returns Management". Identify the order number where item/s for return/exchange is associated. Click Return Item for eligible orders to proceed.

Step 2: Select item/s to be returned and click the Confirm Return button. Specify the reason for return by selecting one of the options from the drop down menu, then click Yes, Proceed.

Step 3: A Return Authorization document and number shall be sent to the account’s registered email address. Please print out a copy of the document and affix your signature.

Step 4: Bring the signed document together with the item/s included in the Return Authorization document to any LBC Branch near you. Please make sure all accessories and components are returned to us as well or LBC will not honor the return/exchange.

Step 5: Wait for an email from our Customer Service Department confirming receipt of the returned items. For valid returns, the Customer Service Associate shall process the return/exchange and notify you of the shipping details of the replacement item.

Customers who bought items from SM Stationery regular price can apply for return/exchange up to thirty (30) days from the date when the order is received, where day one is the receiving/collection date. Meanwhile, items bought during sale events, at markdown price, or using Vouchers can apply for return/exchange up to seven (7) days from the date when the order is received/collected.

It may take at least 15 days or more after item is returned by customer to the designated courier depending on location where replacement item will be sent.