Frequently Asked Questions (FAQ)
Track My Order
Shipping status is divided into four stages:
- For Pickup
- Package picked up
- Package Depart
- Package Arrived
- Delivering
- Package Delivered
If you are logged-in as a guest, you will not be able to check out items. Once signed in and checked out, you will get a confirmation email including the tracking number once the item has been shipped. Any questions for the merchant, you may reach out to them by replying to the email. Contact us via email to request for tracking information if needed for your ordered item.
Return/Exchange Policies
Return or exchange is not mandatory for merchants unless indicated in their policies. If the request is accepted, you may input the ff. details:
- Where to send the item
- The delivery timeframe
- Who will shoulder the return shipping cost if not stated in the merchant's policy
Each merchant is responsible for their own policies. Processing refunds, exchanges and returns will be at the sole discretion of the merchants. Specific concerns about the policies are directed to the merchant. If the merchant declined the refund, exchange, or return, unless stated in their policy, you may open a case to further assist you with your order.
Refund
For cancellation of orders, automatic refund will be initiated only if the order is cancelled successfully. For returns, refund will be processed once Pilí has performed a standard evaluation of the item returned. For failed deliveries, refund will be initiated once the merchant confirmed. The delivery timeframe for items not received will vary depending on the location of the delivery address.
Cancellation
Submission of cancellation request is encouraged but not always guaranteed as policies may differ from each merchant. You can messagePililokal Corporationby simply responding to the confirmation email upon placing an order.
Shipping Timeframe
The shipping timeframe is the estimated delivery date. It is based on the combination of the fulfillment processing time (how long it takes the merchant to make and prepare the item for shipment) and the courier delivery time (how long the package is estimated in transit with the courier service).
Fulfillment processing time + courier delivery time = shipping timeframeSample Fulfillment Processing time (may vary depending on the merchant’s policies):
- 3 to 5 days - pre-made items
- 7 to 14 days - customized items (e.g., with engraving)
- 15 to 30 days - bulk orders
Shipping notes will be provided upon checkout.
Standard Shipping Fees
Shipping fees are included in the total amount of checkout. Fees may vary depending on the courier service tied-up to the merchant. Transaction fees to shipping is standard to the e-commerce business. The third-party logistics is required to set standard shipping fees to avoid the disproportionate rate as computed based on the volume weight and origin of pick-up.
All Rates are in Philippine Peso and shall be deemed to be inclusive of VAT. Rates are determined by both actual weight and volumetric weight, whichever is higher for own packaging. Shipping Fees are based on its accounted weight after final packaging. Additional charges, if any. Additional charges may apply for any packaging enhancement and other services requirement.
Final weight for Own Packaging shipments is the actual weight (weighed in a scale) vs. Volume weight (dimensions of package), whichever is higher rounded up to the next whole number. To compute for the volume weight, use the following formula: Length (cm) x Width (cm) x Height (cm)/3500.
Example:
30cm x 30cm x 30cm/3500 = 7.7 kg
Rates are valid upon acceptance and with notification to our third-party logistics.
Bookings shall be accepted once confirmation of rate acceptance is received.
Maximum of 2 delivery attempts per waybill.
Any billing concern(s) must be communicated in writing within three (3) days from the date of receipt, otherwise it shall be considered correct and payable in full.
In the event of claims, a formal written claim must be submitted to Pililokal Corporation within 15 days from the date of shipment for loss items and 3 days from the date of receipt for damaged items. Otherwise, the claim shall be deemed abandoned and waived. If you declare the value of the item/package, our maximum liability is Php 30, 000.00 per package/shipment and the maximum compensation amount for document parcel is Php 500.00. We do not provide all-risk insurance.
*We highly suggest to all customers to immediately report the loss or damage and to notifyPililokal Corporationimmediately. Failure to notify within the specific time stated shall be tantamount to waiver of customer's right to claim.
Our third-party logisticsis not be liable for any failure of or delay that is due to causes beyond its reasonable control, including but not limited to, acts of God, war, strikes or labor disputes, embargoes, government orders or any other force majeure event
Our third-party logisticswill not be liable for any legal obligation that may arise from any arrangement made by the client to any parties that was not documented, quoted, and billed or covered by our terms and conditions.
Our third-party logisticsreserves the right to refuse acceptance of goods that is, to our judgment, unfit for storage/transportation and/or anything that is restricted by FTEB & CAB.
Product Selection
Merchants must fill out the catalog form for uploading of the item details to be sold. The catalog sheet includes details, such as SKU, Product Name, Product Picture, Description, Material, Color, Product Dimensions, Packaging Dimensions, Shipping Standard, Care Instructions, and Initial Stocks. Shipping form includes information, such as shipping label (courier), location, volume, and price.
