PLUS X FREQUENTLY ASKED QUESTIONS:

How long does it take to receive my order?

For on-hand items, your orders will be packed and booked for delivery within 1-2 working days after your successful purchase.

Please note that courier pick-up is scheduled from Monday to Friday only. There is no pick-up on Saturdays and Sundays.

Once picked up by the courier, the standard delivery time varies per destination:

Metro Manila: 1-3 days

Luzon: 2-4 days

Visayas: 3-5 days

Mindanao: 3-7 days

International deliveries: 7-14 days (We will accept International Orders soon!)

For pre-ordered items, kindly check the product images, descriptions and/or announcements and look for the start of shipping date.

Please understand that holidays and natural circumstances that’s beyond our control may affect the delivery time.

How can I track my order?

Within 1-2 working days after successful check-out, you will receive an email OR text notification of the delivery booking with its tracking number. Once you have the tracking number, you may track your parcel on the courier’s website.

Can I use delivery applications to pick-up my order such as Lalamove, Grab, etc. ?

No. We have partner couriers to deliver your orders.

Why the shipping fee is higher than regular courier fees?

Please be informed that we collect shipping fee based on what the couriers are charging us plus the added shipping tax, warehousing fee, and valuation fee--which means all of your orders in PLUS X are subject for claims in case the parcel has been damaged or lost.

What if I didn’t receive the package?

We will investigate with our partner couriers and we will contact you to discuss resolution.

What will happen if I missed the courier’s delivery?

The courier will attempt to deliver your order to your address 2 times. If the delivery failed after 2 attempts, your order will be returned to our warehouse. We ask for your cooperation on this, to be responsible and track your parcel and make sure that someone from your address is available to receive it.

 If my parcel is returned to your warehouse, can I reship my order?

Yes. First, we will investigate for returned parcels. If it is a valid return to warehouse (affected by natural phenomenon and courier mistakes), we will not charge you for the return fee and new shipping fee. If the return is due to failed delivery after 2 attempts, we can only reship your order after you have paid for the return fee and new shipping fee. We will send you an invoice via email for this collection. Please note that we will not refund the order. We highly advise you to keep your lines open to avoid this unpleasant situation.

What am I going to do if I receive a damaged item?

Kindly email us at merchandise@suezph.com within 3 days hours after the package is delivered. Make sure to attach the VALID PROOF unboxing video. The damaged item is non-refundable but can be replaced following our Return and Exchange Policy.

What is the VALID PROOF?

VALID PROOF: Film an unboxing video with enough light and clear camera setting. Start recording from the attached waybill on the courier pouch, open each packaging carefully until all items are shown clearly.

What is the Return & Exchange Policy?

1. Take a VALID PROOF video (as stated above) as soon as your order is delivered.
2. Submit your VALID PROOF to MERCHANDISE@SUEZPH.COM within 3 days upon receiving your order WITH EMAIL SUBJECT: (Full Product Name)

--Check the description on the product page to know the Email Subject when you need to submit your concerns to us.

3. Our Customer Support will review and process the exchange once approved. Kindly wait for the e-mail confirmation.

Exchange policy is voided if :

1. The warranty period has elapsed.
2. Malfunction or damage due to negligence during use.
3. A malfunction or damage occurs due to natural disasters.
4. Damage occurs after a non-authorized A/S center is used to repair the product.

What can I do if I do not have Apartment,suite, etc. on my address?

Put N/A if not applicable. If you do not have a house number, kindly add landmarks or directions in this field.

Where is my order confirmation email?

If you cannot find your confirmation email in your Inbox, check other folders such as Social, Promotion, Spam, etc.

How long is the given time to complete the payment?

Once you reached the payment’s page, you need to fulfill your transaction within 10 minutes. For your account’s security, there is a set limit to enter your e-wallet account or online banking account and the required verification/ authentication process.

Why is my order canceled?

If you did not fulfill the payment for a reason such as change of payment method, not enough balance on your account, transaction timeout or authorization took too long to complete, the system may automatically cancel that order.

Where is my refund for the canceled order? 

In this case, please understand that we do not charge for any system-generated canceled order. In case the amount has been taken from your account, it means that it was put on hold by your bank or e-wallet you used. You may contact them for further assistance regarding this matter.

What are the payment options?

We currently have 2 payment methods available, via e-wallet and Online banking. Please see the available options below:

E-wallet: GCash, Maya, GrabPay

Online Banking: BDO, BPI, Unionbank, Bancnet, PNB, RCBC

Credit and Debit Card will be available soon! Please stay tuned for the announcements.

Do you accept COD orders?

Sorry, we do not have Cash on delivery payment as of the moment. Couriers charge additional fee for this service and we do not want you to charge you even more.

What is the online payment provider used by PLUS X? Is it safe?

 PLUS X payments is powered by a third-party, ‘Paynamics’. Please be informed that all data entered is secured and encrypted.

Can I cancel my order and get a refund?

No. All purchases are final and we do not cancel nor refund.