FAQs

Registration/Sign-in

How to register in Stork.ph?

• Go to 'Stork.ph’.
• Click Accounts
• Select Sign UpFill out the required details.
• Accept Stork’s User Agreement.
• Click ‘Register’.
• You will receive a four-digit one-time PIN (OTP) on your registered mobile number. Input the OTP and then click 'Confirm'.

How to update my Personal Details?

• Go to your account.
• Click 'Customer Info'.
• Update your personal details and click 'Save'.

How do I edit my Addresses?

• Go to your account.
• Click 'Addresses'.
• Update your addresses:
• Click 'Add New' to register a new address.
• Click 'Edit' to change an address.
• Click 'Delete' to remove an address.

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

Validate the correct email or password was entered. Check that the ‘caps lock’ isn’t pressed as passwords are case-sensitive.

What if I can’t remember the email address I used to create my account?

Reach out to us through the orange Chatbot found at the lower-left corner of the screen.

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.

How do I change my password?

• Go to your account.
• Click 'Change Password'.
• Enter your old and new passwords.
• Click the 'Change Password' button.

How can I contact Stork Customer Service?

You can reach our customer support via:

• Stork Live Chat
• Email - customersupport@stork.ph
• Facebook Messenger - https://www.facebook.com/Storkph-107511397622162
• https://www.instagram.com/stork.ph/

Order Placement/Delivery

How to place an order?

Step-by-step process:

• Login to your Stork.ph account.
• Browse and choose the item you want to purchase from Stork.ph.
• Click on the product, review the product specifications and warranty.
• Edit quantity and click ‘Add to Cart’.
• Review Shopping Cart.
• Click ‘Agree’ for Stork’s Terms & Conditions of Sale.
• Proceed to Checkout.
• Select Shipping address.
• Click ‘Bill to the same address’ if it is the same as your shipping address.
• Review Order Details and click ‘Confirm’.
• Select Payment Method and click ‘Confirm’.

Can I order without an account on Stork.ph?

Unfortunately, you need to create an account with Stork to purchase any product.

Will I receive an order confirmation after placing an order?

Yes, you will receive the order confirmation via SMS from Stork.ph.

How can I remove items from my cart?

Click the 'Cart' icon, click the box beside the product image under the heading “Remove”, 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 submitted and paid. However, you can place another order for the items that you want to add. This will be considered as a new transaction and applicable shipping fee applies.

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’

How do I receive my purchased vouchers?

You will be receiving a coupon code via Email/SMS upon purchase.

Can I change my payment method?

Once you have successfully placed an order, you can no longer change the payment method. Instead, you can cancel your previous order and place a new order with the correct payment method.

Do you deliver during weekends and holidays?

Orders are shipped out from Monday to Saturday and you will be notified when the item is already dispatched 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

Due to some areas are still under ECQ/MECQ/GCQ/MGCQ - delivery lead time can be extended to:

Standard:

• Metro Manila - 5 to 10 days
• Luzon & Visayas - 7 to 15 days
• Mindanao - 8 to 17 days

What if I am not at home to accept my delivery?

In case the cardholder is not at home, you can authorize someone to receive the package on your behalf by providing an authorization letter to your representative and presenting his/her valid ID.

How do I track my orders?

• You will receive notification by either email or SMS whenever there is an update on your order status.
• You may 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.

Who are the delivery partners of Stork.ph?

Delivery Partners for Non-Grocery items:

• Airspeed
• LBCExpress
• Ninjavan
• XDE

Delivery Partners for Grocery items:

• GrabExpress
• Lalamove
• Mr. Speedy
• Transportify

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

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

How to receive email notifications on my Hotmail account?

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

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

Payment Method

What currency can be used to pay on Stork.ph?

Philippine Peso

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, JCB & AMEX.

Can I use someone else’s credit or debit card to pay for my purchases?

For security reasons, the system only accepts purchases using one’s own credit or debit card.

Can I pay via Cash-on-delivery?

Not at the moment. If you don't have a Credit Card we encourage you to use E-Wallet Payment options.

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

Immediately notify your bank if you received a notification of an unauthorized purchase using your debit or credit card to stop the payment processing. Also, contact our customer support to stop the order processing and block the user.

How do I know if my payment is successful?

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

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

Do you have Installment Payment Plans?

Yes, we have Installment Payment Plans for BDO and Metrobank Credit Cards.

BDO Credit Cardholders: We offer Regular Installment and 0% interest for 3 & 12 months.

Metrobank Credit Cardholders: Offer Regular Installment and 0% interest for 3 & 12 months.

How do I avail of the 0% interest installment?

There are 2 requirements that must be satisfied to be able to avail of the 0% installment plan:

• You must have either a BDO or Metrobank credit card; and
• Have at least P3,000 total purchase to qualify for the 0% installment for 3 months, or at least P5,000 purchase for either 3 months or 12 months’ term.

Can I opt for 0% interest for 12 months if my purchase is below P5,000?

The 0% interest for 12 months is available only for the purchase of at least P5,000. Purchases below this amount may still be charged under the regular installment plan with corresponding interest depending on the tenure selected.

Are all products available for the 0% 12 months installment payment?

Products available for the 0% 12 months installment vary from time to time and depends on the brands that opt to participate in the program.

How do I know if the product or brand I selected offers 0% 12 months installment?

Brands and products that offer 0% installment for 12 months are marked by a “0% Interest” badge or icon. Note that products offered on installment vary from time to time and depends on the brands that opt to participate in the deferred payment plan.

What are the payment methods available?

• E-Wallet
• Grabpay
• Gcash
• Paymaya
• Coins.ph
• Buy Now Pay Later (BNPL)
• Home Credit
• Billease
• Installment (0% Installment)
• BDO Installment
• HSBC Installment
• Citibank Installment
• BPI Installment
• Bank Transfer
• BDO Online Bank Transfer
• Unionbank Online Bank Transfer
• BPI Online Bank Transfer
• On The Counter
• 7/11
• Cliqq
• SM Pay
• Mlhuilier Pawnshop
• Cebuana Pawnshop
• Other Payment
• Credit/ Debit (Straight Payment)
• Dragon Pay

Return/Refund

How can I return an item?

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

What are the Non-Returnable Items?

Items marked as “non-returnable” on the product page cannot be returned.

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 complete delivery of the order(s) to return the item(s). To initiate a return request, 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?

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

What are the valid return reasons?

Return reasons:

• 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.
• Incorrect item Received
  - The product/item received is not the same as the item ordered.
• Expired item - Product/item delivered is Expired (Health & Beauty and, Consumer Goods)
• Missing / Incomplete Parts
  - The product/item has missing accessories, parts, or assembly tools.
• 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

• Credit card reversal - 7 to 15 Banking days
• Debit card reversal - 5 to 45 Banking days
• E-Wallet Refund (G-Cash & Paymaya Wallet) - within 24 hours (Banking Days)
• E-Wallet Refund (Grabpay) - 7 to 15 Banking days
• Online Bank Transfer and Over-The-Counter - 7 to 15 Banking days
• 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?

• Refund from cancelled order initiated by the Customer.
  - A refund will be processed after the successful cancellation of your order.
• 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.
• 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.
• Refund from Failed deliverie s
  - 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, the cost of repairs and the corresponding delivery fees, if any, are shouldered by the customer. 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 and in the accompanying warranty literature included with the product.

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 earn from the purchase of products or referrals that you can use to buy items on Stork.ph.

• 1 Storkbuck = 1 Philippine Peso

Can I use Storkbucks for purchase?

Yes, available Storkbucks can be used for purchase of products.

Can I load my Storkbucks wallet?

This feature will be available in the future. Meanwhile, you may continue to accumulate Storkbucks credits on every purchase or referral.

Can I withdraw my Storkbucks?

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

Can I use Storkbucks to pay for shipping?

No, available Storkbucks can only be used for purchase of products.