Frequently Asked Questions

Helping you is our top priority.

Account Safety and Others

How do I change my account information?

Log-in to your account. Click on Account Details.  Update your information. Click on “Save Changes”.

What to do when I forget my password?

Go to “My Account” then click on “Lost Your Password?” then Enter your user name or email address. Click on “Resend Password Button”. An email will be sent for the password reset link.

How can I contact the customer service for shop.scanasia.ph?

Contact us thru email at shop@scanasia.ph (expect reply within 24 hours) or click/tap our messenger badge that can be found at the bottom right portion of this page. You may call us at  our hotline:  0917.806.2209 (Monday-Friday, 8am to 5pm)

How does shop.scanasia use and protect your data?

Visit this link to know more of our Data Privacy.

How do I register to shop.scanasia.ph?

You have two ways to register. 1. Go to “My Account”. Complete personal information data then click Register. 2. You may register prior to check-out during initial order placement.

Do you keep my credit card details?

Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks. 

If you are using a credit card which is not under your name, please ensure that you get the consent of the Credit Card holder as Shop.Scanasia validates these type of transactions by calling the primary Account Holder.

I found a transaction which I didn’t make. What should I do next?

If you were notified of an unauthorized purchase using your credit or debit card, please contact your bank immediately to report and check if payment can still be stopped. Then, contact our Customer care so we can coordinate and assist you with your concern.

Do not share your Shop.scanasia details and password to anyone. After purchase, always log out of the website, especially if you are using a public computer.

Why can't I checkout?

Customers are required to register before order check-out. Make sure all required information are complete.

Can I buy an item in Shop.Scanasia using the Gcash App?

Yes.

Option 1: You can select “Bank Deposit/Online Transfer” and transfer payment from your Gcash account to our BDO account.

Option 2: You can select “Gcash Payment” thru our payment gateway. Corresponding fee shall apply.

How do I know if my payment was successful?

You will receive an email from our Online Store Admin to notify you that your order is being processed.

Which credit/debit cards are accepted for payment?

Mastercard, Visa, JCB (Coming Soon!)

Why was I charged the wrong amount for my order?

If your order was indeed charged with the wrong amount, please contact our hotline number so that we can assist you.

Orders and Payments

How do I order?

It is easy to order! Click on Shop then select the product image you want to buy.  Then click “Add to Cart” and choose your preferred courier. For orders Php6,000 and above, shipping fee is FREE! Then, proceed to “Check-out” and choose your preferred payment method then click on “Place Order”. You will receive an email notification containing your “Order Summary”.

What are the payment methods?

You can pay thru:

  1. Bank deposit and online transfer to our BDO account.
  2. Debit or credit card thru our selected Payment Gateway via Paynamics. (Coming Soon!)
  3. Gcash and Grabpay thru our selected Payment Gateway via Paynamics. (Coming Soon!)
How do I track my order status?

Log-in to your account then go to “Orders” and click “View” to check status. An email notification will also be sent to you for every status update.

How do I track the delivery status of my orders?

For 2GO Express, contact our hotline number to track the delivery status of your order.

For Mober, an SMS will be sent to you to track the real-time delivery status.

For Customer-selected courier, you may check status via the courier’s App.

For orders qualified under free delivery, contact our hotline number to track the delivery status of your order.

Cancellation Policy

Cancellation Policy

A. For payments made through SOI’s payment gateway partner:

  1. Upon confirmation of order, SOI will no longer accept cancellation since payment has already been processed and confirmed by our payment partners.
  2. Upon receipt of payment confirmation from the payment partners, the ‘status’ of the order in the system at this point is ‘In Process’.
  3. Customer shall automatically receive an order confirmation via email

 

B. For payments made via OTC and online bank transfer:

  1. Upon confirmation of order, payment should be made on or before 1pm of the next banking day. SOI will no longer accept cancellation once payment has been deposited to SOI’s account.
  2. Customer should send the proof of payment to SOI’s online store admin, for verification of Treasury.
  3. SOI has the right to cancel orders that have not been paid on the defined cut-off schedule.

Shipping and Delivery

Can Shop.Scanasia deliver anywhere in the Philippines?

Yes, provided that the booking/freight charges/delivery fee will be c/o by the customer. However, there are still some geographical restrictions based on ECQ guidelines. If our couriers are not able to deliver to your area, we will inform you through our Online Store Admin.

When can I have my orders picked-up by my selected courier?

Our Store Admin will send an email once your orders are ready for pick-up.

How do I change my billing and shipping address?

 Log-in to your account. Click on “Addresses”.  Update your information. Click on “Save Changes”.

Can I pick up my order at Scanasia warehouse?

Yes. Our Store Admin will send an email once your orders are ready for pick-up.

Do you deliver during weekends and holidays?

Our delivery is open from Monday-Saturdays, 9AM – 4PM. Delivery during holidays is subject to Operations’ schedule. Please contact our hotline number for related inquiries.

How do I check the proof of delivery for my order?

A Sales Invoice is provided together with the items delivered.

When will I receive my item?

Delivery of items shall be within 48 hours upon receipt of the payment (in observance with the 2pm cut-off). Our delivery is open from Monday-Saturdays, 9AM – 4PM. Delivery during holidays is subject to Operations’ schedule. Please contact our hotline number for related inquiries.

What shipping options does Shop.Scanasia offer?

2GO Express, Mober, other couriers selected by customer and warehouse pick-up.

Do you offer same day delivery?

No. Delivery of items shall be within 48 hours upon receipt of the payment (in observance with the 2pm cut-off). Our delivery is open from Monday-Saturdays, 9AM – 4PM. Delivery during holidays is subject to Operations’ schedule. Please contact our hotline number for related inquiries.

What are the shipping fee and rates?

For orders below Php6,000, a shipping fee will be applied. This will depend on the existing rate to be provided by your preferred courier. If delivery is via Mober and 2GO Express, an email will be sent by our Online Store Admin for the applicable shipping rates. Customer to pay directly to the rider. If delivery is via other couriers, booking and payment will be c/o the customer.