Orders:
1. How do I place an order on Sana-Mall?
Placing an order is simple! Browse our collection, add your desired items to the cart, and proceed to checkout. You’ll receive a confirmation email once your order is placed successfully.
2. Can I edit or cancel my order after placing it?
Orders can only be edited or canceled within [24 hours] of placing the order. Please contact our customer service team immediately for assistance.
3. How do I track my order?
Once your order is shipped, you’ll receive a tracking number via email. Use this tracking number on the courier’s website to check your order status.
4. Can I preorder or request restocks for sold-out items?
Yes, preorders and restock requests are available for select products. Please contact us for more information about specific items.
5. What should I do if I received the wrong item or my order is incomplete?
If you encounter any issues with your order, such as missing or incorrect items, please contact us within 7 days of delivery. Provide your order number and photos for a quick resolution.
Shipping & Returns:
1. Where do you ship from, and do you ship internationally?
We ship from [Pasig City,Metro Manila, Philippines], and international shipping is not Available. Shipping fees and delivery times may vary by destination.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and the weight of your order. Free shipping is available for orders over PHP 5000
3. How long does shipping take?
Delivery typically takes 5–7 business days within the Philippines. Processing times are 1–3 business days.
4. Can I return or exchange an item?
Yes, we accept returns and exchanges under the following conditions:
- The item must be unused and in its original packaging.
- Requests must be made within 7 days of receiving the order.
- Personalized items and final sale items cannot be returned.
5. Who pays for return shipping?
The buyer is responsible for return shipping costs unless the item is defective or the wrong product was sent.
6. What happens if my package is lost or damaged during shipping?
In case of lost or damaged packages, please contact us immediately. We will work with the courier to resolve the issue.
Payment:
1. What payment methods do you accept?
We accept the following payment methods:
- Credit and Debit Cards (Visa, MasterCard, etc.)
- E-wallets (e.g., GCash, PayMaya)
- Bank Transfers
2. Is my payment information secure?
Yes, we prioritize your security. All transactions are encrypted, and we do not store your payment details.
3. What should I do if my payment fails?
If your payment fails, double-check your card details or e-wallet balance. If the issue persists, contact your payment provider or reach out to us for assistance.
4. Will I receive an invoice for my order?
Yes, a digital invoice will be emailed to you upon successful payment. If you require a printed invoice, please let us know.