FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

What are your delivery options for NCR?


(1) Prepaid delivery via Lalamove or Grab. (2) Customer will pay for Lalamove/Grab delivery charge BUT we will do the booking. (3) Pick-up in our office in Kapitolyo, Pasig. FREE DELIVERY for minimum orders of P2,500.00!




What are the payment options?


You can pay via Paypal, PayMaya, Credit/Debit Cards or Offline Payment (money remittance or bank deposit/transfer to BDO, BPI & UCPB). We will only start processing an order after it has been paid for. Those who prefer COD option, place your order in our Shopee-hosted store by clicking this link: https://shopee.ph/atsiiscd




What is your refund/returns policy?


We will only refund orders that we failed to serve or ordered items that are out of stock. Absolutely no refunds for served or returned orders.




What is your order cancellation policy?


Orders can only be cancelled (and refunded) if we have NOT yet purchased the items you ordered. We dont have a physical store so we won't be able to sell the items in a cancelled order anymore.




How soon will I get my order?


First, we will only start processing an order AFTER it has been paid. So if you place your order on a Saturday but you paid for it only on Wednesday, we can only start processing your order on Wednesday. If your order includes UBE JAM, we do at least two weekly shipping (usually on Tuesday and Friday nights) from Baguio City to our office in Pasig to ensure that you get the freshest ube jam available. So you will get your order ---at the earliest, depending on your location--- a day after it arrives in our office. If your order does NOT include ube jam, you will get your order within 2-4 days after paying for it; depending on your location.




I have placed my order, now what?


We will always send an order confirmation email to all orders we get. If you don't see this confirmation email, please check your spam/bulk folder.




Can I order a product not listed in your webstore?


If the item you want is not listed, please let us know what it is and we will do our best to find it for you.




Can I have my own products listed in your webstore?


If you are DTI-registered and have a valid Mayor's Permit, we would be happy to have your pasalubong products listed in our webstore. Please don't hesitate to email us.




How is the domestic shipping charge computed?


For NCR deliveries, shipping charge is P150 for the first 5-kg; for all other areas it is P299.00 for the first 1.5kg. For example, if you are in NCR and you order 1 small jar of ube jam, the shipping charge will be the same even if you order 4 jars. The online shopping cart will display the shipping charge so you can modify your order quantity to see if the shipping charge will still be the same. If you see the SHIPPING CHARGE amount is P999,999.00, it means your order is over the weight limit. You will have to break your order into multiple orders. For NCR: FREE DELIVERY for orders above P2,500.00 For LUZON (outside NCR): FREE DELIVERY for orders above P3,000.00 For VISAYAS: FREE DELIVERY for orders above P4,000.00 For MINDANAO: FREE DELIVERY for orders above P5,000.00




But I need to buy the ube jam today, what options do I have?


Give us a call and we'll see what we can do. Our numbers are: 542-1827 / 0918-908-1671 (Smart) / 0966-770-0045 (Globe) If you are in NCR, we also supply Good Shepherd's ube jam to Merkado (UP Town Center & Vertis North) Supermarkets and selected Puregold Supermarkets. We suggest you message us thru our Facebook page so we can tell you which supermarket to go to for these items. Here is our FB link: https://business.facebook.com/BaguioUbeJam/?business_id=605493486248287




Is there a minimum order quantity?


None. You can order one item and we will send it to you.




I am abroad but I want to order for my family and friends in the Philippines. Can I do this?


Yes, you can! Just enter the local delivery address in the online shopping cart.




What are your delivery options for areas outside NCR?


For Luzon (other than NCR), Visayas and Mindanao orders, we usually use LBC. But there are locations that are outside the delivery areas of LBC so please check with them first. If you are outside LBC's delivery area, another option is you can do a pick-up at the nearest LBC office to you. This means, you will have to go to their office and get your parcel. To avoid delays, please choose the correct SHIPPING METHOD. That is, if you are in Luzon (outside NCR) choose the LUZON delivery method, if you are in the Visayas, choose VISAYAS delivery method and if you are in Mindanao choose MINDANAO delivery method. Free LUZON Delivery for minimum order of P3,000.00 Free VISAYAS Delivery for minimum order of P4,000.00 Free MINDANAO Deliveryfor minimum order of P5,000.00




What is your privacy policy?


We use the any and all information you provide about yourself when placing an order only to complete that order. We do not share any of your information with outside parties except to the extent necessary to complete that order.




IMPORTANT: UBE JAM disclaimer for delivery outside NCR or overseas.


Ube jam requires refrigeration. If your order it for delivery outside NCR or overseas where delivery time may take more than one day, we cant guarantee the quality of the ube jam. This is specially true during summer because the delivery vans are not airconditoned. If you still went ahead with your ube jam order, this means you are willing to take the risk of getting a spoilt product and not entitled to a refund if this happens. Having said that, we have customers from Davao City, CDO and Metro Cebu who ordered ube jam and the jams were ok because delivery time doesn't take more than 24 hours. Please check with LBC if they are able to do 'NEXT DAY' delivery to your area from Manila.




What is your shipping & refund policy for INTERNATIONAL ORDERS?


These are the limitations and terms for international orders:

  1. We send orders via Registered Air Mail (delivery time is around 2 weeks).
  2. We will provide you with a postal registry number for tracking your parcel.
  3. Limited to selected countries: USA, Canada, UK, France, Italy, Greece, Australia, New Zealand, KSA, UAE, Qatar, Bahrain, Israel, and almost all of Asia. If the country you are in is not listed in our webstore, email us and we will see what we can do.
  4. Weight of registered mail parcels is limited to 1.7kg. If your order is heavier than 1.7kg, you will have to make mulitple orders. You will know if your order is over the weight limit if you see your SHIPPING CHARGE amount is P999,999.00
  5. We CAN'T guarantee the condition of the products we send overseas because this is the postal service we are dealing with. They are not exactly known for their outstanding service and handling. Unfortunately, the postal service is the only choice we have.
  6. Please check with your host country if they have restrictions on food items. Confiscated and returned parcels will NOT be refunded.
  7. If your parcel gets lost in the mail, we will send you a replacement at no extra charge BUT this is limited only to destination countries with postal websites that has online tracking of registered mails.
  8. There are countries that do NOT have online tracking for registered mails (like CANADA and AUSTRALIA) so there is no way to determine what happened to your parcel from our end. The only delivery updates we can show you is only until the time that your parcel leaves the Philippines. After this point, no more data is available. We will still provide you with your parcel's postal registry number and maybe the internal system of your country's postal service can track it.
  9. There are products that CAN'T be sent ( such as the ube jam, alfajor, et al) to international destinations because these will be spoiled by the time you get it.
  10. We will handle all Philippine-side taxes, duties and licenses. If any tax/duty is applied by you country, this will be your responsibility. Also no refunds for returned parcels due to unpaid tax/duty.
PLACING AN ORDER FOR OUTSIDE THE PHILIPPINES MEANS YOU ARE AGREEING TO ALL THE TERMS AND CONDITION ABOVE.




What are the products that can be sent outside the Philippines?


You can view the product list for delivery outside the Philippines by clicking the 'SHOP' option on the top menu. Then on the left side of the SHOP page, under the COLLECTION header, click the OVERSEAS option.




I am having problems paying with my credit card, what should I do?


Try browsing incognito. If the problem persist, you will have to pay via Paypal or thru bank deposit.





CONTACT INFO

PHONES

* 0908-818-5474 (Smart) *

* 0966-770-0045 (Globe) *

SweetsCentral@gmail.com

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