Frequently Asked Questions

Frequently asked questions

GENERAL INFORMATION

What is fishersupermarket.shop?


Fishersupermarket.shop is Fisher Supermarket’s official online shopping store which aims to bring you the freshest and most affordable choices conveniently delivered to your home! Just visit www.fishersupermarket.shop and start adding to cart!




How do I create an account?


Step 1: Go to “Login” and click on the “Sign Up” button.

Step 2: Tap on Facebook, Google or email account.

Step 3: Complete the registration by indicating email and password.

Step 4: Check your email for account verification instructions. Follow the email instructions to complete the verifications.




What are your online shop schedules?


You may place your orders on the website 24/7. Daily cut-off of orders is at 5pm for pick-up and delivery. For delivery, orders received until 5pm will be delivered the next day or scheduled. For pick-up, orders received until 5pm, can be picked up until store closing time or scheduled.




How to order?


Make sure you have a registered account before you start your online grocery shopping.

  1. On the product details page, search for the items you want to buy.
  2. Tap “Add to Cart” to place the selected item to your shopping cart.
  3. Once you are done, tap “Check Out”
  4. Compete all details in the Buyer’s Info and Shipping Address




Are the prices the same on the website and the physical store?


Yes. Prices are the same on the website and the physical store.




Where do you deliver?


We deliver anywhere within Metro Manila. This is still being improved, and shall be rolled out to other areas as well. Sign up on our website in order to receive updates from us.




My area is not included in your current service area. Can you still cater to my order?


Kindly contact our Customer Service by sending a message to fishersupermarket.shop@fishermall.com.ph. Our customer service representative shall get in touch with you and discuss the possible steps you can take.




Can I use my Fisher Elite Card upon check-out?


Currently, we are in the process of updating the system for us to earn points in the future.




Can I use my PWD/Senior Citizen ID for discount upon check-out?


Currently, we are in the process of updating the system.





ORDERING

What is your policy for cancellations?


Fisher Supermarket reserves the right to cancel an order should it be suspected of fraud, or when delivery is not feasible due to it not being encompassed by our service area due to a fortuitous event or during emergency cases.




How do I cancel my order?


For cancellation of orders, please inform us in advance before the day of delivery. You may reach us at:

fishersupermarket.shop@fishermall.com.ph

8294-1566 loc. 145




How to check the status of my order?


Our staff will immediately inform you on the status of your order and once ready for pick-up/delivery. You may also inquire by sending a message through fishersupermarket.shop@fishermall.com.ph or call us at 8294-1566 loc. 145.




How will I know if the items I ordered are out of stock?


Our staff will immediately contact you to discuss possible options and arrangements of ordered items.




What are the return policies on items?


Return Policy:

1. Application for the Return of an Item/s

Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, customer may apply for return of the purchased item/s and/or refund. To be eligible for a return, your item/s must be unused, in original packaging, and in the same condition as you received it.

Customer may apply for the refund and/or return of items 7 days after the receipt of order in the following instances:

  • The item has not been received by customer
  • The item is defective and/or damaged upon delivery
  • Store has delivered an Item that does not match the agreed specification (i.e. size, variant, brand etc.) to customer

2. No Change of Mind

Customer has all the rights to choose from available selections offered on this site, with this, customer may not apply for return and/or refund on item/s due to change of mind.

3. Customer‘s return/refund application may be submitted through our email address: fishersupermarket.shop@fishermall.com.ph

Once your application is received and inspected, we will send you an email to notify you that we have received your request. We will also notify the customer of the approval or rejection of his/her application. If approved, then your refund will be processed, and a credit will automatically be applied to your credit/bank account or original method of payment, within a certain amount of days. Original Tape Receipt as proof of purchase shall be essential on processing and approval of the request.





PAYMENT

What type of payment do you accept?


We accept credit/debit cards and online payments such as PayMaya.




Will I receive my receipt?


Upon delivery or pick-up of your order, our staff will hand over your Tape Receipt / Sales Invoice together with the items.





PICK-UP

Where should I pick-up my order?


You may pick-up your orders at the Customer Service of Fisher Supermarket.




Who should I look for when I pick-up my order?


Look for the Customer Service Supervisor on duty.




Can I order now and pick-up on the same day?


Yes, you may send your orders now until 5pm only and pick-up until store closing.




What should I present upon pick-up?


You must present your Order # and a Valid ID.




What if I sent a representative on my behalf?


You may authorize someone to receive your orders on your behalf. Your representative must present an Authorization Letter, Order #, a copy of the customer’s Valid ID and a copy of the receiver’s Valid ID.





DELIVERY

How much is the delivery fee?


The amount will depend on the distance from Fisher Supermarket branch of your choice. You will be able to see the delivery fee during checkout.




Is there a minimum purchase requirement?


There is no minimum purchase requirement.




There are missing items in my delivery. What should I do?


For concerns on delivery of items, kindly contact us at:

fishersupermarket.shop@fishermall.com.ph

8294-1566 loc. 145




My order has not been delivered yet.


Our staff will send you an update on the status of your order. Kindly keep your lines open.




How do I reschedule my order?


For rescheduling of orders or delivery, kindly contact us at:

fishersupermarket.shop@fishermall.com.ph

8294-1566 loc. 145




When can I receive my order?


For delivery orders who reached the cut-off until 5pm, will receive their orders the next day or scheduled.

For delivery orders received beyond the 5pm cut-off will be scheduled on the next two (2) days or scheduled.

Should there be issues on the delivery schedule, we will inform you ahead of time.




If I am not home, can I ask someone else to receive my order on my behalf?


You may authorize someone to receive your orders on your behalf. Your representative must present an Authorization Letter, Order #, a copy of the customer’s Valid ID and a copy of the receiver’s Valid ID.




Where can I send my feedback, concern or complaints?


We are open for improvements, suggestions and /or feedbacks! Send us a message at: fishersupermarket.shop@fishermall.com.ph or contact us at: 8294-1566 loc. 145.





CONVENIENCE FEE

What is “Convenience Fee”?


Convenience fee is an amount to be charged to a customer on top of the order subtotal and delivery fees for processing online order transaction.





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