October 12, 2016

Store FAQ

CATALOGUE

1.) Do you have other items to sell aside from your KULAY PAMANA coloring book?

Yes! That’s our plan! Grupo Kalinangan Store will feature more stuff in our catalogue such as bags, apparel and other merchandise in the coming days and weeks. We’ve just launched our website and online store very recently, so stay tuned for updates and announcements!


ORDERS

1.) Can I cancel my order?

Once an order is purchased, it is automatically sent to our processing center for dispatch. Please select carefully before placing an order.

2.) Can I change items from the order I placed?

You must contact us within 1 hour of placing the order to arrange an item change. You can do this by e-mailing store@grupokalinangan.org with your Order Number as the subject.

3.) My order arrived, but the items were wrong.

Please e-mail us at store@grupokalinangan.org with a photo of your items and order number. If we’re at fault, we’ll send you out the correct items at our cost.

4.) My order arrived, and I need to change the size.

Please contact us at store@grupokalinangan.org and provide us with your order number. You can send us your item back and we will send you a new item with the updated size. However, postage costs for both return and shipping of new size will be at your expense.

5.) How does the Satisfaction Guarantee work?

If you’re not happy for any reason, send us an email at store@grupokalinangan.org and provide your order number. If you post us back your items, we’ll send you a replacement free of charge. However, postage costs for both return and shipping replacement item will be at your expense.


PAYMENT DETAILS

1.) What types of payment do you accept?

We accept the following:

  • Credit and debit cards (VISA, MASTERCARD, AMERICAN EXPRESS, DISCOVER), via PayPal. You don’t need to create a PayPal account to pay thru your card.
  • PayPal (for customers with their own PayPal accounts)
  • DragonPay, a convenient way to make online banking, ATM and over-the-counter payments for Filipino customers. Payments via DragonPay can be made through the following:
    • Online Banking
      • BDO Internet Banking
      • BPI ExpressOnline/Mobile (Fund Transfer)
      • BPI ExpressOnline (Bills Payment)
      • Metrobankdirect
      • Chinabank Online
      • Landbank ATM Online
      • RCBC AccessOne
      • Unionbank Internet Banking
      • UCPB Connect
    • Over-The-Counter/ATM Banking
      • Banco de Oro (BDO) ATM
      • BDO Cash Deposit w/ Ref
      • BPI Bills Payment
      • Metrobank Cash/Check Payment
      • Chinabank ATM/Cash Payment
      • EastWest Online/Cash/Check Payment
      • Landbank Cash Payment
      • PNB e-Banking Bills Payment
      • PNB ATM
      • PNB Cash Payment
      • RCBC ATM/Cash/Check Payment
      • RCBC Savings Cash Payment
      • Security Bank ATM Bills Payment
      • Security Bank Cash Payment
      • Unionbank Cash Payment
      • UCPB ATM/Cash Payment
    • Over-The-Counter Others
      • Bayad Center
      • LBC
      • SM Department Store/Supermarket/Savemore Counter
      • Cebuana Lhuillier Bills Payment
      • M. Lhuillier
      • Robinsons Department Store
      • ECPay (Pawnshops, Payment Centers)
      • RuralNet Banks and Coops
    • Prepaid Services
      • Globe GCash
      • BPI BanKO
      • DragonPay Prepaid Credits

All payments made through our online store are guaranteed secure. We do not store card information on our databases.

2.) Why are your prices in Philippine peso only?

Our base currency in our online store is in Philippine peso. Do not worry at all; if you’re using a credit card or debit card issued from another country (outside the Philippines), Paypal will charge the equivalent amount on your card’s base currency.


SHIPPING

1.) Do you deliver to my country?

We deliver to (almost) every country on Earth, where our courier can ship. You will be able to check on the Checkout page if there’s an available shipping method for your country. However we have customs and shipping problems when sending to FPO or APO addresses.

2.) How long will it take to get my order?

For orders within Metro Manila, expect your order to be delivered within the next business day. For domestic orders outside Metro Manila, please expect your order to be delivered within 1-2 business days.

For international orders, we ship using the following methods:

  • International Express Mail (either thru UPS or DHL), which takes 1-3 business days,
  • Express Mail Service (coursed through Singapore Post), which can take 3-7 business days,
  • Premium Registered Mail (an accelerated airmail coursed thru Singapore Post or Philpost), which can take 7-15 business days

In rare cases it can take up to 45 business days depending on where you are in the world, your local postal service & customs policy and other circumstances. We recommend that you keep an eye on your tracking.

3.) Do you have a cut-off time for orders?

Cut-off time for orders is at 4:00 pm Manila Time, and we should be able to dispatch your order within 24 hours. Orders made after 4:00 pm Manila time will be considered order transactions for next business day.

4.) What about sales taxes and duties?

When you purchase an item from us for delivery, your order may be subject to local import duties and taxes which are levied once the package reaches your delivery country. Unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office. You will be liable for all import duties, customs and taxes levied by your country your order is being shipped to. These will be due at the point of, or after delivery. We are not liable for these charges, and they unfortunately can not be reimbursed or refunded by Grupo Kalinangan Store.

If you abandon your order, we will not re-ship it for free.

Additionally, please note that when ordering from Grupo Kalinangan Store, you are considered to be the ‘Importer of Record’ and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.

5.) What about failed deliveries?

Failed deliveries will stay at your local post office for a period of time before being returned to us.  Please contact your local post office if your tracking shows a failed delivery.

6.) What if my order was held thru Customs?

Our packages are nearly always beneath local taxation thresholds, but on very rare occasions deliveries are held by customs for various reasons. This is out of our control and there is nothing that we can do to help you.

If it takes too long for customs to release your delivery, and if they haven’t contacted you, please give them a call.


IMPORTANT TRACKING INFORMATION

1.) Who is the shipping company?

We use Xend Express for shipping within Metro Manila and Rizal, and LBC or 2Go for provincial shipments.

2.) How do I get my tracking number?

For international orders, you will receive notification of your tracking number within a week of your order being fulfilled (shipped). If you do not receive your tracking number within 10 days, please contact store@grupokalinangan.org

3.) My tracking says “no information available at the moment”.

All orders are dispatched within 24 hours. However for some shipping companies, it takes 3-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please email store@grupokalinangan.org and we’ll respond within the day.

3.) My tracking information has stalled in one location for a long period.

Unfortunately the complexities of international shipping sometimes means that packages can either be stuck in one place for a long time or the tracking information cannot be updated electronically for a long time.

This means that we cannot always get an accurate picture of where the package is, or how much longer it will take to get to its destination.  Tracking will sometimes show an item sitting in one place half a world away for two weeks and the next day it will mysteriously arrive.

If your delivery remains stalled in one location for 14 days or more, please contact us at store@grupokalinangan.org