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Frequently Asked Questions


ACCOUNT

How do I create an account?

To register for an account, you should go to https://goodwill.market/register. You will be asked to input your name, email address, mobile number, and birthday. You also have to supply a password which you will be using every time you log into your account.

Upon registration, you will receive an email to verify your account. Be sure to check your email right away because this is valid for only 1 day.

Can I purchase a product even if I don’t have an account?

The Goodwill Market allows you to checkout as guest, but you still have to provide us with information to fulfill your order. You will be asked to input delivery address and payment details, depending on your chosen payment method.

How do I change / update the information in my account?

To edit the information in your account, you may update it through your account’s page.

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

Just click “Forgot Password” when you’re trying to log in to your account. We will send you an email, so you could change your password.

I think my account has been hacked. What should I do?

Send us an email at [email protected] We’ll be happy to assist you!

ORDER

How do I place an order?

If you’re ready to order, click on the “Add to Cart” button. The item will be automatically added to your cart and you will be redirected to https://goodwill.market/shop/cart. You could continue shopping to add more products to your cart. If you’re done, just click on the “Checkout” button.

Upon checkout, you will be asked to supply your shipping address. Afterwards, you will be asked to choose a shipping method and payment method. All information you will provide will be used to fulfill your order, so you have to provide complete and accurate information.

Can I edit the items in my cart?

Yes, you could. If you changed your mind or you placed the wrong item, you could remove the product from your cart. You could also change the quantity of an item. Lastly, you could add more products by clicking “Continue Shopping.”

But clicking checkout means that your order is final and could no longer be edited.

How do I know if my order has been officially placed?

Once you placed an order, we will send a confirmation of order to your registered email address.

I haven’t received an Order Confirmation email. What should I do?

Reach us through [email protected] We’ll be happy to assist you!

Is there a minimum amount of purchase?

None. However, you shall be charged with delivery fee of Php 98.00 per transaction.

Is there a purchase limit?

We don’t have a purchase limit. You could order as much as you want.

DELIVERY

When can I expect my order?

Your orders will arrive depending on your shipping address. Please see delivery lead time below:

Delivery Address

Lead time

Metro Manila

4-5 days

Luzon

6-8 days

Visayas

8-10 days

Mindanao

8-10 days

Can I have my order delivered to an office address?

Yes, you could. You could have your orders delivered to any address, most convenient to you.

Do you deliver to my area, how much will it cost me?

We strive to expand our reach to most of the areas in the Philippines. Unfortunately, there are some areas that we could not reach. Delivery will not push through if we do not deliver to your prescribed delivery address.

Delivery fee shall have a flat rate of Php 98.00 to any serviceable delivery area.

I placed the wrong delivery address. Can I edit it?

Yes, you could edit this as long as you have not yet clicked the “Checkout” button. Otherwise, you have to send a message to 09209559940 or [email protected] within the day to edit your delivery address.

How do I get a free delivery?

For a minimum purchase of P 1000 per transaction, you could enjoy a free delivery.

I can’t wait for my order to arrive. How do I follow up my order?

You could follow up your order by reaching us through [email protected] or 09209559940.

Can I authorize a person to receive my delivery?

If you are not available to receive the delivery, you could authorize a person to receive it. Send the name of the authorized person to [email protected]or 09209559940.

I can’t receive the delivery, neither the person I authorized. What should I do?

The deliveryman will send you a text message before delivery. Just let them know that you will not be available on that day and we will reschedule. However, please take note that we will only attempt to deliver the item two times. If you exceed this, we will have to cancel your order or reschedule, but with additional delivery charge.

PAYMENT

What payment methods are available on the site?

You could choose between Cash on Delivery and Paypal as of this moment, but we will surely expand the available payment methods in the future.

How does Cash-on-Delivery work?

Your items will be delivered to you and you have to pay the deliveryman in full cash to receive the package.

Why can’t I choose Cash-on-Delivery as payment option?

Cash on Delivery is only activated on the following delivery address: Bataan, Bulacan, Cavite, Ilocos Norte, Tarlac, Laguna, and Pampanga.

Why can’t I choose Paypal as payment option?

Paypal will unlock if your purchase amount is P 1500.

Can I pay in partial?
We do not accept partial payment; payments should be done in full.

How do I know if my payment has been successful?

We will send you a confirmation of payment through your registered email address.

What other fees will be charged to me?

You will only be charged of a flat rate delivery fee of P 98. The prices are VAT-inclusive. Therefore, no other charges will be added.

Do you release Official Receipt?

Yes, the official receipt is attached to your delivery.

Do you release Official Receipt addressed to a specific company?

Please let us know the Company Name, Address, and TIN Number upon order placement for us to release an OR named under the company you indicated.

PRODUCT REVIEWS

How do I post a review for a product I just bought?

Click the “leave a review” on the product page that you want to leave a review. Choose your rating one star being the lowest and five stars being the highest. You may also add your thoughts on the text box below to place your comments about the product.

Can I place a review on items I have used before, but have not bought on the site?

We appreciate your interest to review a product, but we will only accept reviews of customers who are verified buyer of the product within the site.

Why is my review not posted?

A TGM representative is reviewing your submissions before posting it publicly. If your review has not been published, this means that it did not pass our community standards, stated in our Terms and Conditions and Terms of Sale.

PROMOTIONS

Do you offer special promos?

We offer special promos within the site. Be sure to check the banner photos in the home page to avail our promos. Check also the dates in the promotions and the guidelines.

How do I use a coupon code?

You could place the coupon code upon your checkout on the review shopping cart step. There’s a field below the list of the items you ordered. Once you clicked “updated” the discount or promo shall be in effect.

CANCELLATION

Can I cancel my order?

You could cancel your order even if you already clicked the “Checkout” button. Be sure to send a cancellation request 24 hours after your order placement.

How do I cancel my order?

You could cancel your order by sending us an email at [email protected].

What is the time frame for the payment chargeback?

We do not guarantee a specific time frame when the chargeback will appear in your account, but we will contact you if the chargeback is already in process.

RETURNS

What scenarios are subject for return?

You could request a return of product if the product you received qualifies on the following:

  1. You received a faulty product with easily visible damage.
  2. You received the wrong items from the items you actually ordered.
  3. You received a near expiry product, which would expire within three months. Unless, the product is bought on promo.
  4. You received a delivery with missing items.

The request for a return should be made at least two days upon delivery.

How do I file for a formal request for a return?

If you believe that you are qualified for a return, you should send an email to [email protected] For easier transaction, attach the following documents: photo of product, proof of purchase, delivery details, and other proofs. A friendly TGM representative will validate your request and will get in touch with you.

What are my options for returns?

If you qualify for return, you have the option for refund and replacement. You may express your choice on the email of request for return.

What is the time frame to get my refund?

We do not guarantee a specific time frame when the chargeback will appear in your account, but we will contact you right away if the chargeback is already in process.

Should I send the faulty item back?

You should coordinate with us in retrieving the faulty item. A friendly TGM representative will get in touch with you.

PRIVACY

Is my personal information safe?

We understand the importance of your personal information. That’s why we strive to protect your information at all times.

How do I deactivate my account?

Go to your account’s page and click “delete account.” This will delete your account and all the collected information linked to your account.

How can I access my personal information collected within the site?

Go to your account’s page and all information you provided will be displayed here. You could view your personal information and your purchase history.

What other information should I know about your Privacy Policy?

To learn more about our Privacy Policy please visit the Privacy Page.

I have a question or concern about your Privacy Policy. How do I contact the Data Protection Officer?

Contact our Data Protection Officer at [email protected]

BUSINESS

I’m interested in doing business with The Goodwill Market. How can I reach you?

Thank you for your interest in doing business with us. Please send your business proposal to [email protected]

REGULATORY

Are the products available in the site FDA-registered?

We strive to provide you with healthy and safe choices. All products within The Goodwill Market are registered in FDA.