METRO MANILA: FREE SHIPPING (Min P3,000 purchase) | OUTSIDE METRO MANILA: FREE SHIPPING up to P300 (Min P3,000 purchase)

FAQs

Registration/Sign-in

How to register in Stork.ph?

  1. Click ‘SIGN UP’.
  2. Fill out the required details.
  3. Accept Stork’s User Agreement.
  4. Click ‘Register’.
  5. Stork will send email verification to your account – Click 'Verify Email' for successful verification.

How do I change or update my personal details?

Go to your account:
> Customer Info – If you want to update your email address, mobile number, or change your password.
> Addresses – If you want to update your address or add a new one.

What should I do if I cannot log in to my account?

Validate if the correct email or password was entered correctly and that ‘caps lock’ isn’t on as passwords are case-sensitive.

What should I do if I forgot my password?

Click “Forgot password” and enter your email address. You will receive a link to reset your password.

Order Placement/Delivery

How to place an order?

Step-by-step process

  1. Click on the product, review the product specifications and warranty.
  2. Edit quantity and click ‘Add to Cart’.
  3. Review Shopping Cart.
  4. Click ‘Agree’ for Stork’s Terms & Conditions of Sale.
  5. Proceed to Checkout.
  6. Select Shipping address.
     > Click ‘Bill to the same address’ if it is the same as your shipping address.
  7. Shipping method ‘Standard'.
  8. Review Order Details.
  9. Select Payment Method.
  10. Click 'Confirm' and enter your ‘Card Details’.

How can I remove items from my cart?

Click the 'Cart' icon, click the box beside the product image, and click 'Update shopping cart'.

Can I add items to my existing order?

Unfortunately, you can no longer add items after the order has been placed. However, you can place another order for the items that you want to add.

Why was my order cancelled?

Your order can be cancelled, with immediate effect via notification to the customer at any time after the occurrence of any of the following events:

• the products become unavailable for any reason;

• the customer-client being in breach of an obligation under these terms and conditions;

• the customer-client becomes insolvent;

• cancellation is ordered by a regulator or any competent court.

When can I cancel my order?

You may cancel the order before the Platform dispatches the products by sending an email to our customer support at customersupport@stork.ph

Email subject format – ‘Request for cancellation of Order#02072020’

Do you deliver during weekends and holidays?

We deliver from Monday to Saturday and you will be notified when the item is already out for delivery.

Why did I receive my order in separate deliveries?

When you purchased items of different brands, items will be shipped separately because these items are processed in different warehouses and we ship them out as soon as they are ready for delivery, so you can get them as soon as possible.

You may also receive multiple shipping email notifications with different tracking information.

How will I know if my items are now ready for delivery?

You will receive an email notification once your order is on its way.

How long will it take for my order to arrive?

Delivery lead time depends on the delivery location:

Standard:
Metro Manila – 3 to 6 days
Luzon & Visayas – 5 to 9 days
Mindanao – 7 to 11 days

Because some areas are still under ECQ/GCQ - delivery lead time can be stretched to:

Standard:
Metro Manila – 5 to 10 days
Luzon & Visayas – 7 to 15 days
Mindanao – 8 to 17 days

How do I track my orders?

1. We will send you email notifications or SMS whenever there is an update on your order status.
2. You can also track your order online by going to ‘Orders’ under ‘My Account’.

Can I change the delivery address after purchase?

Unfortunately, change/update of delivery address after purchase is no longer possible.

What are your available Shipping Methods?

We only offer standard delivery.

Where can I see my shipping fee when placing an order?

Shipping methods and the corresponding fee will be available during check-out.

How to receive email notifications on my Hotmail account?

Follow the steps below to receive email notifications on your Hotmail account:

  1. Login to "OUTLOOK.LIVE.COM"
  2. Go to "Settings" and search "Safe Mailing List" > "Junk Email"
  3. Scroll down and click "Add" under "Safe Senders And Domains" then add "admin@stork.ph"
  4. Scroll down and click "Add" under "Safe Mailing Lists" then add "admin@stork.ph"

Payment Method

Can I use a credit or debit card to pay for my order?

Yes, you can choose to pay with any of the following: Mastercard, Visa & Bancnet.

Can I pay via Cash-on-delivery?

Not at the moment. If you don't have a Credit Card we encourage you to use the many Cash-in options of Paymaya

What should I do if I noticed unauthorized or suspicious transactions?

You need to contact and report to your bank immediately if you received a notification of an unauthorized purchase using your debit or credit card in able to stop the payment processing and contact our customer support instantly, we will stop the order processing and block the user.

How do I know if my payment is successful?

You will receive an email notification from Stork that we have successfully received your order or you can check by:

  1. Go to ‘My Account’ > ‘Orders’
  2. Click the ‘Details’ of the Order number
  3. Check the ‘Payment Status’ under the Billing Address.

What are the payment methods available?

We have 6 available payment methods:
1. Visa/Mastercard

2. Paymaya Wallet

3. Paypal

4. Bank Transfer

5. Gcash Scan to Pay

6. Billease Installment

Do you offer installment payment plans? 

Yes, we’ve partnered with BillEase ⁠— Buy Now, Pay Later to provide you with a cardless credit at the checkout. With BillEase, you can split your payments into 3 equal installments at only 3

3.49% monthly or choose to Pay in 30 days with no interest and service charges - ever.

Return/Refund

How can I return an item?

A Return request must be submitted from My Account > Orders > Return Items.

Where can I return my order?

If the return request was submitted within the return period. We will schedule a pick-up service for the items subject for a return.

What is the timeframe to get my refund?

For Prepaid orders wherein the refund request was approved, the refund will be processed within 24 hours.
Crediting to the cardholder depends on the timeline of the issuing bank.

Until when can I return an order?

You have 7 days from successful delivery to return the items. Go to ‘My Account’ > ‘Orders’ > ‘Return Items’.

What are the packaging guidelines when I want to return an order?

The item should be in the original packaging and is in the same condition that you received it.

Is there a possibility that my return request will be rejected?

Yes, your request can be rejected if:

  • The item was damaged while in your possession
  • The item is not in the original packaging
  • The return request was initiated outside the return coverage
  • If the details provided were not consistent with the order details.

I’ve changed my mind and I want to return the items.

Unfortunately, change of mind is not allowed and will not be considered as a valid return reason.

How soon can you process my return request?

We will provide feedback within 3 or 7 days from the date you submitted the return request.

Can I cancel my Return request?

Once you’ve submitted the return request, the action is irreversible.

How to check the status of my return item?

  1. Go to ‘My Account’ > Return Request
  2. You can find the return status beside the order#.

What are the valid return reasons?

Return reasons:

1. Damaged/Defective Product

- An imperfection in a product that has a manufacturing or design defect; not fit for its particular purpose or use in the manner intended.

2. Incorrect item Received

- The product/item received is not the same as the item ordered.

3. Expired item

 - Product/item delivered is Expired (Health & Beauty and, Consumer Goods)

4. Missing / Incomplete Parts

- The product/item has missing accessories, parts, or assembly tools.

5. Product is not as Advertised

- The product/item received is different in appearance, color, size, and functionality.

What should I check first before initiating a return?

Ensure that your request is within the return coverage period and the corresponding return reason is valid.

What are the types of Refunds?

  • Refunds from cancelled order initiated by the customer.
  • Refunds from cancelled item/order due to out of stock, product quality issue, or wrong pricing.
  • Refunds from returns.
  • Refunds from Failed deliveries.

Refund Lead time

  1. Credit card reversal - 5 to 15 days
  2. Debit card reversal - 5 to 45 days
  3. If you choose to have your refund in the form of Storkbucks – the lead time will only take 24 hours.

When will my refund be processed?

1. Refund from cancelled order initiated by the Customer.
        A refund will be processed after the successful cancellation of your order.

2. Refund from cancelled item/order due to out of stock, product quality issue, or wrong pricing.
        A refund will be processed after the successful delivery of the rest of your order.

3. Refund from returns
       A refund will be processed when the return request has been approved and the quality check of the returned item/items has been completed.

4. Refund from Failed deliveries
       Refund for failed deliveries will be processed only after they have reached the package source.

If my product is no longer within the warranty period, do I need to pay for repairs?

Yes, you need to pay for repairs when the warranty period has lapsed. The charge will be based on the supplier’s quotation for the repair costs.

If my product is within the warranty period, do I need to pay for the repair?

No need to pay for the repair when your product is still within the warranty period, but you need to pay for the shipping fee for the pickup of items from your place to the supplier's repair center.

How do I check my product's warranty?

You can find the product warranty under specifications on the product page.

How long does it take to repair my product?

The lead time for repair depends on each product and will be provided once your product has been checked by the supplier and damage or defect has been measured.

Storkbucks

What are Storkbucks?

Storkbucks are credits that you earned from the purchase of products or referrals that you can use to buy items on Stork.ph.

Can I use Storkbucks for purchase?

If you have available Storkbucks credit, you can use it for your purchase.

Can I load my Storkbucks wallet?

Unfortunately, you can’t. But you will earn corresponding Storkbucks from every purchase and referral.

Can I withdraw my Storkbucks?

Storkbucks cannot be withdrawn, they can only be used for your online purchase on Stork.ph.