General questions

Store hours vary per branch. To see all store schedules, go to our Store Locator page and search for your preferred branch to see daily schedule. 

An item may be returned/exchanged up to 30 days from the time of purchase. If an item is purchased at a discounted price, it has to be returned/exchanged within 7 days after the last day of the promo period to avail of the discounted price for same item replacement. Please ensure that the item is in good condition when you return it. Bring your tape receipt. The item(s) will also be subject to review and approval of the accepting branch. You may proceed to the Customer Service counter for help and assistance. All returns are subject to our Returns & Exchange Policy.

We have several services offered in our Customer Service counters to help you get several errands done while you shop! To name a few:

  • Foreign exchange 
  • Bills payment 
  • Money Remittance 
  • Prepaid Cards & Mobile Reloading 
  • Click & Collect 
  • SM Advantage Card Transactions 
  • Ticketing 
  • Gift Registry 
  • Gift Wrapping

We also have the following facilities to help make your shopping experience easier:

  • Package Counter
  • SMAC Prestige Lounge

To learn more about these services, click here.

Cash is accepted for payments of utilities and credit cards. Unfortunately, most billers do not accept cheque payments. 

We provide different services. To name a few, we have:

  • BDO Remit International payout in either Peso or Dollar
  • MoneyGram International payout in either Peso or Dollar
  • Palawan Express Pera Padala - Domestic
  • Payout and sending to BDO Major tie-up partners like MoneyGram, Transfast, Xpress Money, Xoom, Wells Fargo Express Send, Ria Pera Padala, and Palawan Express Pera Padala

Delivery schedules will depend on the queue of items for delivery as well as the driver’s route. Our delivery personnel will contact you once they are on their way to your location. It is best to advise the sales personnel ahead of any concerns you have regarding delivery time.

Processing time for government services varies. Cenomar takes 15-20 working days. Death, Marriage, and Birth Certificates takes 5-7 working days for Metro Manila, and may take up to 2 weeks for provincial areas. For requested documents that has been filed less than a year at a government agency, processing of the document may take more than a month. Do note that all lead times exclude Weekends, Holidays and are estimates only. For other government services available, contact us online or visit The SM Store to speak to a customer care representative.

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