MetroMart

What is MetroMart?

MetroMart is an on-demand delivery service in the Philippines. It enables users to purchase items from their favorite local stores via their web and mobile platform and have them delivered straight to their doorstep.


MetroMart delivers from a variety of stores including groceries, bakeries, electronics, pet care and more. MetroMart is the first service to provide on-demand store deliveries in the Philippines and their vision is to connect consumers to local merchants.

What payment methods are available?

MetroMart accepts payment through most Visa and MasterCard credit and debit cards. Once an order is placed, a request for authorization is sent to your bank for the necessary funds to complete the transaction. The bank will hold the money on behalf of MetroMart to ensure that there are enough funds to be charged once the purchase and delivery is completed.


Payment authorization is an industry-accepted practice that you may have already encountered in other industries such as hotel concierge or ride services where your card is pre-authorized for your stay, locking funds for incidental charges. For their service, MetroMart only charges items that are successfully purchased and delivered to your doorstep.

Where does MetroMart ship?

MetroMart currently serves Makati, Taguig, Pasay, Batangas, Cavite, Antipolo, Binan Laguna, Cabuyao Laguna, Cainta, Caloocan, Cebu, Dasmarinas Cavite, General Trias Cavite, Lapu-Lapu, Las Pinas, Malabon, Mandaluyong, Mandaue, Manila, Marikina, Montalban, Muntinlupa, Paranaque, Pasig, Pateros, Quezon City, San Juan, San Pedro Laguna, Sta. Rosa Laguna, Talisay, and Valenzuela.

What are the operating hours?

Metromart delivers from 9:00 AM to 7:00 PM depending on the opening hours of partner stores.

How long will shipping take?

MetroMart aims to deliver the items purchased from your favorite local store within 90 minutes. In cases however that you place 2 or more orders to different merchants, the promise of 90-minute delivery may be breached especially if orders will come from different locations from each merchant. MetroMart may also have to source your order from another branch in order to serve most items in your basket.

MetroMart x Globe Partnership

What is the MetroMart promo?

From Oct 9 - Dec 31, 2020, Globe Postpaid customers can avail of a P150 discount on purchases via MetroMart, with a minimum spend requirement of P1,500. 

How do I redeem the offer?

To redeem the offer, just follow the steps below:


  1. Download and/or log-in to the Globe Rewards app at https://glbe.co/GRewardsApp.
  2. Scroll down to the Exclusives tab. Click view all. 
  3. Click on MetroMart offer and click Redeem.
  4. Confirm your order by clicking Confirm.
  5. You will receive a text from 4438 confirming your transaction. This will include the discount voucher code. 
  6. Proceed to the MetroMart app or website and place your orders
  7. In the checkout page, click on “Have a promo code?” and apply the promo code from Globe
  8. Click on “Checkout” to complete your transaction. 

Until when can I avail of the promo?

The offer can only be redeemed from Oct 9 - Dec 31, 2020. If this is not redeemed within the redemption period, it will be forfeited and will not be replaced.

I've already availed of the promo offer. Can I avail of the discount again?

No, the offer can only be redeemed once during the promo period.

I have a concern about a transaction. Who can I contact for help?

You may contact MetroMart customer support via [email protected] 

ADDITIONAL METROMART

My order has out-of-stock items. Will I be charged for that?

As mentioned, MetroMart only charges for items that are successfully purchased and delivered to your doorstep. Any excess from the pre-authorized amount will be automatically reported to your bank so this could be returned to your account. Once reported on their end, your bank will process the reversal and this can take 4-6 weeks, depending on your issuing bank’s policies. The duration may vary per bank and is beyond MetroMart’s control. 

My order was cancelled, when can you return my funds?

Any unused funds from the pre-authorized amount will be automatically reported to your bank so this could be returned to your account. Once reported on their end, your bank will process the reversal and this can take 4-6 weeks, depending on your issuing bank’s policies. The duration may vary per bank and is beyond MetroMart’s control. 

Why does it take 4-6 weeks to release my funds?

Since MetroMart accepts payment from different banks, MetroMart cannot provide a guaranteed set time frame on when the funds can be released back into your account. Their standard estimate for this is 4-6 weeks, but this will always vary on the issuing bank and the card type used for the transaction. Please note that during this period of Quarantine, banks or payment platform offices may still be working on a skeletal workforce and may take longer than usual to process the release of funds into your account. MetroMart strongly recommends that you also coordinate with your bank regarding their policies on reversals. Should they require further assistance on their end, feel free to contact us via [email protected] or through their Social Media platforms, Facebook and Instagram. 


Still in doubt? Read more about Authorization Holds at https://www.investopedia.com/terms/a/authorization-only.asp 

My order is cancelled, when will my funds be returned?

Once an order is placed, a request for authorization is sent to your bank for the necessary funds to complete the transaction. The bank will hold the money on behalf of MetroMart to ensure that there are enough funds to be charged once the purchase and delivery is completed. Payment authorization is an industry-accepted practice that you have already encountered in other industries such as hotel concierge where your card is pre-authorized the amount for your stay, locking funds for incidental charges. For their service, MetroMart only charges items that are successfully purchased and delivered to your doorstep.


In the event of a cancellation, the authorized amount has already been put on hold by your issuing bank and will be reversed back to your account within 4-6 weeks, depending on your bank’s policies. MetroMart strongly recommends that you coordinate with your bank regarding their policies so MetroMart can also assist you should they require further coordination with us. 

Will I be charged for out-of-stock items?

Out of Stock (OOS) Items are items indicated on your cart for purchase but unexpectedly unavailable on the day of purchase at your chosen merchant. Once an order is placed, a request for authorization is sent to your bank for the necessary funds to complete the transaction. The bank will hold the money on behalf of MetroMart to ensure that there are enough funds to be charged once the purchase and delivery is completed. Payment authorization is an industry-accepted practice that you have already encountered in other industries such as hotel concierge where your card is pre-authorized the amount for your stay, locking funds for incidental charges. For their service, MetroMart only charges items that are successfully purchased and delivered to your doorstep.


In the event of items being out of stock, the item is crossed out by the shopper and it will not count on your final bill. The excess from the transaction will be reported to the bank and will be reversed back to your account within 4-6 weeks, depending on your bank’s policies. Westrongly recommend that you coordinate with your bank regarding their policies so MetroMart can also assist you should they require further coordination with us.

My order never arrived. What do I do?

If your delivery doesn’t show as completed, you can check your delivery status through the Tracking page. Follow the steps below to check your delivery status: 


  1. Proceed to the Store Select page (this is the page where you select the store you want to shop from) 
  2. Tap the Bell icon located on the top right of the app 
  3. Select the Job Order Number to view the delivery status of that specific order 


If your app is showing that the order has been completed by your rider but you do not have your items, please contact the MetroMart customer support team so MetroMart can help. MetroMart can be reached via email at [email protected] or via their Social Media platforms on Facebook and Instagram. Kindly provide us with the Job Order Number and MetroMart will investigate the issue. 


Note: if the delivery rider or their Customer Support Team made a reasonable effort to contact you in the mobile number or email you provided after arriving at your delivery address, then you may not be eligible for a credit card refund.

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

If items are missing/damaged upon delivery and these items are reflected in the store receipt provided to you, please contact us immediately so that MetroMart can investigate this and make the necessary adjustments. Kindly contact the MetroMart Customer Support team within 24 hours of receipt of the order to report such concerns. The team may ask for photos and other information to conduct an investigation. MetroMart strongly advises you to properly inspect your delivered items upon delivery. 


Note: MetroMart cannot process a refund for missing/damaged items after you have accepted the items -- MetroMart cannot properly investigate the claim as you have already accepted the items within your household. When you accept your items upon delivery, you are confirming that all items are complete and in good order. MetroMart strongly advises you to properly inspect your items upon delivery before accepting them.

Where can I check the status of my delivery?

You can check the status of your delivery through the Tracking page. Follow the steps below to check your delivery status:


  1. In the MetroMart App, proceed to the Store Select page, where you select the store you want to shop from. 
  2. Tap the Bell icon located on the top right of the app 
  3. Select the Job Order Number to view the delivery status of that specific order 

Why am I getting charged a different amount than what is shown in my original cart?

You may have been charged differently from what’s shown from your original cart for the following reasons: 


Substitution items: If the item you ordered is unavailable or out of stock, MetroMart can replace it with a similar item. If you accept the replacement, you will be charged the amount of the difference in price. Should you choose that no replacements would be made, the item and its corresponding amount will be removed from your shopping list and final bill. 


Card authorization charge: MetroMart put a 10% authorization charge on your order in case your bill turns out to be higher than expected to allow for weight adjustments and item substitution. This charge is temporary and you will be billed the proper amount after the transaction is completed. 


Exceeded amount: Please note that even with the 10% authorization charge with your authorized amount, it is still possible to exceed this amount due to replacements, added items and price adjustments. MetroMart cannot override what is authorized by the bank, so in the event of the final bill exceeding this amount, the difference will be paid in cash upon delivery. This amount paid in cash is reported to us and added to your transaction. Only the authorized amount will be charged from your card. 


Weight adjustments: It is likely the weight of certain items such as fruits and vegetables will not be consistently the same weight. For example, if you ordered 2kg of bananas, but MetroMart sent you 1.9kg, you will be charged for 1.9kg worth of bananas. 


For further questions, please contact their Customer Support at [email protected] or via their Social Media Platforms, Facebook and Instagram.

What is your cancellation policy?

If 50% of your order is not available on the scheduled date of shopping, it is in their Shopper’s SOP to inform you via SMS or call to inform you of this and confirm if you would still want to continue the order or cancel entirely. Once this is confirmed, it will be relayed to their Dispatch Team for cancellation. You may also cancel your order before it is checked out on the app. You may also reject the delivery at your doorstep or ask for replacement should you not be satisfied with the quality of any of the products delivered. 

How do I reschedule my order?

You may contact us via [email protected] or through their Social Media Platforms, Facebook and Instagram so MetroMart can help in finding another suitable delivery time slot for you. Please take note that once a delivery has been deployed, additional delivery fees may apply. 

How do I get my receipt?

The tape receipt from the merchant will be given to you upon delivery. You will also receive an invoice via email from their team confirming that your order with us has been completed, and this includes a summary of your order and the final bill that you have been charged with for their services. Should you need an Official Receipt from the Merchant, you may indicate this upon placing your order and will be provided upon delivery. 

Can I track the status of my order?

You can check the status of your delivery through the Tracking page. Follow the steps below to check your delivery status: 


  1. In the MetroMart App, proceed to the Store Select page, where you select the store you want to shop from. 
  2. Tap the Bell icon located on the top right of the app 
  3. Select the Job Order Number to view the delivery status of that specific order

What if I do not receive my order in 90 minutes?

At MetroMart, they endeavour to update you with your order from shopping to delivery within 90 minutes or your chosen time slot. Should there be delays due to unforeseeable circumstances, their Customer Support Team will update you regarding your delivery to avoid further inconvenience. 

How do I return items?

Reporting of items for replacement must be within 24hrs upon completion of delivery. For fresh products, returns are allowed within 3 hours from receipt of items. Kindly note that some merchants would require their items to be returned in its original packaging.You may inform the runner and he will immediately replace the item with the correct one subject to product availability. You may also contact their Customer Service Team via [email protected] or via their Social Media Platforms, Facebook and Instagram. 

How long until I receive my order?

MetroMart aims to deliver your orders from your favorite local stores to your doorstep within 90 minutes, or within your selected schedule. In cases where orders are purchased with two different merchants, this time period may be exceeded. You may check the status of your order by following these steps: 


  1. In the MetroMart App, proceed to the Store Select page (this is the page where you select the store you want to shop from) 
  2. Tap the Bell icon located on the top right of the app 
  3. Select the Job Order Number to view the delivery status of that specific order 

Does MetroMart bring change?

With their Cash On Delivery transactions, MetroMart encourages their customers to prepare the exact amount. However, you may indicate the amount you intend to pay so their Runner can prepare the exact change upon delivery.

How will I know if any item in my order is unavailable?

It is their Shopper’s SOP to contact you should there be any unavailable items and inquire if you would opt to leave it out or to have it replaced. MetroMart has a time window of ten minutes before the shopper will proceed with the order without a replacement and remove the item from your purchase list. 

How do I change my delivery address?

If you have not yet checked out your order, you may still change your delivery address on the Store Select page and on the information page before check out. Once the order is placed, you can no longer change the address that has been indicated for the specific transaction. However, you may place an address change request via their [email protected] and their Customer Service Team will assist you in processing your request.Minor address changes can be accommodated such as Unit number, additional landmarks, etc. However if the area of the new address is not covered by the selected store, this change will not be allowed. 

The prices on the app are different from the store.

MetroMart’s partner stores regularly update their prices so the listed items in your cart may have a different value than the actual store prices.Should there be any price discrepancies in your purchases than what is listed, you will only be charged with the actual prices from the merchant. You can verify this with the tape receipt provided upon delivery. 

I received someone else’s order. What can I do?

Upon receipt of your order and confirming the mistake, kindly contact us via [email protected] or through their Social Media Platforms, Facebook and Instagram. their Customer Support Team will investigate the issue and assist in getting things sorted out. 

My order contains items I did not order.

Upon receipt of your order and confirming the mistake in items, kindly contact us via [email protected] or through their Social Media Platforms, Facebook and Instagram. their Customer Support Team will investigate the issue and assist in getting things sorted out. Pleaseprovide documentation of the wrong items and the receipt so MetroMart can also efficiently resolve the issue.

Why are there out-of-stock items in my order?

MetroMart’s partner stores regularly update their inventory so the listed items in your cart may have a different value than the actual store prices or may become out of stock within the day.


However, during your checkout on MetroMart, you can select a Replacement Option preference. Based on that selection, the Personal Shopper will do the following:


Leave Out Unavailable Items - The Personal Shopper will not call you to suggest replacements of Out Of Stock (OOS) items. 


Contact Me- The Personal Shoppers will contact you to suggest replacement options for OOS items. If the Personal Shopper is unable to reach you after 10 minutes, he/she will proceed to deliver your order without replacements in order to meet your selected delivery schedule. 


In the event of items being out of stock, the item is crossed out by the shopper and it will not count on your final bill. The excess from the transaction will be reported to the bank and will be reversed back to your account within 4-6 weeks, depending on your bank’s policies. MetroMart strongly recommend that you coordinate with your bank regarding their policies so MetroMart can also assist you should they require further action from their end.

Why was my order cancelled?

Order cancellation can happen for the following reasons: 


  1. Use of a non-3D Secure credit card and bob-compliance to credit card verification requirements upon request by the Customer Support Team.
  2. Runner arriving at the delivery address but you were not present or reachable despite reasonable efforts by the Runner or Customer Support Team to contact you through the mobile and email details provided. 
  3. Extreme weather conditions or factors that can impede transportation to complete deliveries.


For their service, MetroMart only charges items that are successfully purchased and delivered to your doorstep. In the event of a cancellation, the authorized amount has already been put on hold by your issuing bank and will be reversed back to your account within 4-6 weeks, depending on your bank’s policies. MetroMart strongly recommends that you coordinate with your bank regarding their policies so MetroMart can also assist you should they require further action from their end. 

What types of payment does MetroMart accept?

MetroMart accepts payment through most Visa, MasterCard and JCB credit and debit cards. As of the moment, MetroMart does not accept AMEX and Discover cards. 


If you are using a new card or are a first time customer, their Customer Support Team may ask for additional documents to verify the credit card or debit card transactions before proceeding with the job order.

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