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FREQUENTLY ASKED QUESTIONS:

 

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?

It takes 24-72 hours* for orders to be processed and delivered within Davao City. Orders are processed from 8:00 AM – 6:00 PM, Monday to Saturday. Orders on Sunday and holidays will be processed on the following working day.

Any update on the status of your order will reflect every 24-48 hours in the Shopgaisano website.

Shop Gaisano Order Status

Status meaning

Unfulfilled

For processing

Ready to Deliver

Processed order and awaiting courier pick-up

Delivered or Fulfilled

Order has been received by the buyer

 

HOW MUCH IS THE DELIVERY FEE?

The lowest rate is P99 within Davao City only. Rates vary depending on the distance.

 

WHERE CAN I CHECK ON THE STATUS OF MY ORDERS?

You may check your order status by sending a message to the Shop Gaisano email customercare@gaisanogroup.com

 

HOW DO I KNOW MY ORDER IS ARRIVING?

The courier service will contact you through your registered number in Shopgaisano on the time you can expect your order to arrive. If the courier fails to deliver on the scheduled date/ time, they will attempt to contact you again for a redelivery date.

Delivery Attempts

Next Steps

1st delivery attempt fails

Courier to contact the buyer and schedule a new delivery date

2nd delivery attempt fails

COD orders will be canceled

Paid orders will be processed for refund

 

HOW CAN I REQUEST A REFUND/ RETURN?

You will only be able to request for return/refund if the conditions indicated are met. If eligible, you may contact us at customercare@gaisanogroup.com email for the next steps.

Conditions for Refund/ Returns:

Reasons

Refund

Return

Requirements

Time Period

1.     Did not receive the order

Yes

 

System check

 

2.     Received incomplete product/ parts

Yes

Yes

Unused and undamaged Product and packaging

Within 7 days of receiving the order

3.     Received the wrong product (wrong color, wrong size, different variant)

Yes

Yes

Unused and undamaged Product and packaging

Within 7 days of receiving the order

4.     Received a product with physical damage (e.g. dented, scratched, shattered, tampered)

Yes

Yes

Damaged Product

Within 7 days of receiving the order

5.     Received a faulty product (e.g. malfunction, does not work as intended)

Yes

Yes

Defective Product

Within 7 days of receiving the order
  

Returns/Refunds due to a change of mind will not be accepted. Please also note that the return of personal items such as undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, jewelry (earrings), and adult products is prohibited.

For items bought via Bundle Deals, return/refund will only be applicable to the entire bundle. Partial requests are prohibited. Should the bundle contain any items ineligible for returns, you will not be able to return the entire bundle.

 

WHEN WILL I RECEIVE MY REFUND?

Refunds processing schedule is as follows:

Payment Used

Processing Time

Where to claim

COD

4 – 5 working days

2nd floor Customer Service, Gaisano Store, GMall of Davao

Credit Card

10 – 12 working days

Credit refund

GCash and other online payment

10 – 12 working days

Credit refund

Home Credit

Please check with your Home Credit representative

 

CAN I AVAIL OF SENIOR CITIZEN DISCOUNT?

Senior Citizen discount (5%) and Persons with Disabilities discount (5%) are not available on purchases made through this website. Kindly visit the Gaisano Mall (GMall) branch near you, and present your valid IDs to avail of such discounts.