I just purchased from the Smart Online Store. And I need help.

Let’s begin with what you bought or applied for:

When will I receive my order?

For prepaid orders, it takes 3 to 7 working days for Metro Manila and Greater Luzon area, while it may reach up to 15 working days for farther places or out of service areas.

We are committed to our delivery timelines but the following factors may affect the delivery dates:

  • Incomplete or out of service area delivery address
  • Inaccurate contact information or non-contactable recipient
  • Credit card entered is rejected or questioned by the payment gateway/card-issuing bank
  • Customer or authorized representatives are not present to receive & sign for the package delivered
  • Failure to show authorization letter and customer’s/authorized person’s valid ID
  • Scheduled warehouse inventory checking

How do I check the status of my order?

Go to www.smart.com.ph, click on the 'Store' tab then click the 'Order Status' icon. Log in using your My Smart account.

How long does it take for my SIM to get activated?

Your newly-purchased handset or device will be ready for use within 24 hours from date of delivery.

How can I ensure that my prepaid purchase is processed immediately?

There are two ways to help us process your purchase the soonest possible time. One, provide clear personal and delivery details. Two, use a credit card which will pose no issues with your card-issuing bank or use ATM Bancnet for straight payments.

I purchased using a credit card and it was rejected. What happens to my money?

Some credit card companies send an SMS informing their cardholders immediately that they have been charged by SMART. This amount is simply a “reserved or authorized amount.” This will not reflect to your credit card bill unless it is “approved and captured” by the merchant/SMART. We will send you an official notification email and SMS regarding the completed transaction. 

If, for any reason, your purchase has been disapproved, SMART will automatically release this reserved/authorized amount. Please contact your card-issuing bank to check and clear the amount.

I received a defective unit. How can I have this replaced?

To request replacement for defective products, please visit a SMART Store within 7 days from date of delivery. Please note that the product must be in its original delivery condition and packaging, including the print out of the transaction record. Use our store locator to help you find the store nearest you: http://apps.smart.com.ph/pages/SmartStores.aspx

Can I cancel my order?

It is not possible to cancel an order once the payment has been confirmed by our payment gateway.

How do I contact you?

You may contact us through here: http://www1.smart.com.ph/help/contact/

Or file an inquiry here: http://store.smart.com.ph/contact/


What details about my purchase should I provide to your customer service representatives should I have inquiries or concerns?

Please make sure that you have the following ready:

  • order reference number/transaction number
  • service request number, if applicable
  • personal details
  • complete order details


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