General questions

What time does SM Store open and close daily?

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. 

After the date of purchase, up to how many days do I have to return the item?

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.

What services do you offer in-store?

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.

Do you accept cash and cheques for bills payment?

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

What remittance services do you offer?

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

I availed of your same-day delivery service. What time can I expect my item at home?

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.

I have a concern regarding an item I ordered from the SM Store Flagship store on Shopee! How can I get in touch with customer service?

You may call Shopee’s hotline at 8880-5200 from Monday-Friday, from 9:00 am-6:00 pm except on holidays, or send them email via support@shopee.ph. You can also chat with a customer care representative daily within their operating hours on their website or mobile app.

I have a concern regarding an item I ordered from the SM Store Flagship store on Lazada! How can I get in touch with customer service?

You may call Lazada’s hotline at 8795-8900 from Monday-Saturday, from 9:00 am-6:00 pm except on holidays, or chat with a customer care representative within operating hours on their website or mobile app.

Is the processing time for government documents like Cenomar and Birth Certificates the same as in actual government agencies?

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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