FREQUENTLY ASKED QUESTIONS

APPLICATION REQUIREMENTS FOR POSTPAID

Proof of Identification (Any of the following may be submitted)

- Company ID
- Driver's License
- Passport (bearing holder’s signature)
- SSS/TIN/GSIS ID
- PRC/IBP ID

Proof of Billing Address (Any of the following may be submitted and it should be under the applicant’s name)

- Any Acceptable ID with Address
- Public Utility Bills (electric, water, cable TV)
- Notarized Contract of Lease
​- Air Waybill

Proof of Income (Any of the following may be submitted and it should be the latest copy)

- Computerized 1-month Payslip
- Certificate of Employment and Compensation
- ITR with BIR or Bank-received Stamp (Form 1700)
- W-2 (Form 2316)
- Credit Card (swipe to charge advance monthly service fee)
- 3-month Certificate of Allotment plus Employment Contract (for overseas workers)
- Business Permit if Self-Employed

Additional Requirements for Foreigners (Any of the following may be submitted. It should be the latest copy and must not be expired)

- I-Card
- DOLE Employment Permit
- Immigration Certificate of Registration
- Special Retiree's Residence VISA (SRRV)
- Company Guarantee (if staying for less than the contract period)
​- Employment Contract or Certificate of Employment

Please note that other requirements may be requested when needed.

PAYMENT

1. How do I pay for my purchases from the Globe online shop?

We accept payments through cash on delivery, GCash, or straight payment on all major credit cards (Master Card, Visa, and American Express).

 

2. How secure is the online shop? Is my personal data protected?

Online credit card payments are secured by our partner iPay88 and is Payment Card Industry Data Security Standard (PCIDSS) compliant. This means that our partners have undergone and passed assessment for data security. Credit card information will NOT be stored or kept by Globe.

 

3. How will I know if my payment went through?

·  For credit card payment, an email confirmation will be sent to your registered email address

·  For payment using GCash, a confirmation will be sent via text

 

DELIVERY

4. How much is the delivery charge for online shop orders?

For postpaid applications

Globe offers free shipping nationwide for postpaid applications.

For accessories and apparel purchases

Globe offers free shipping nationwide for orders/deliveries amounting to Php900 and above.

A Php70 shipping fee will be applied for orders below Php900.

 

5. Can I cancel my order?

Yes, cancellations can be accommodated as long as orders have not been shipped out.

 

6. How do I track of my order?

You may call (02) 730 1000. Just provide your name, the mobile number indicated on the application form and the online reference number provided to you via email.

 

7. How many days will it take for my purchases to be delivered?

If you applied for a postpaid line, we shall arrange for delivery as soon as your application is approved. If you ordered for accessories or apparel, we shall arrange for delivery as soon as your online purchase is confirmed. The delivery time will depend on your location:

GMA – One (1) to three (3) days

LUZON – Three (3) to five (5) days

VISMIN – Five (5) to seven (7) days

ODA (Out of Delivery Area) – Up to 10 days

 

8. Can I request for a specific date and time of delivery?

Our courier service providers are unable to provide scheduling of deliveries at the moment. Therefore, we cannot guarantee delivery of your order for a specific time or date. Rest assured that we are working closely with our service partners to accommodate delivery requests.

 

9. Do you deliver overseas?

Currently, we are only able to deliver within the Philippines.

 

10. Can Globe deliver the package to my office?

Yes. We will deliver your order at the address you provided during checkout, whether it is to your home or to your office. In case you want to change your delivery address after checkout, you may call (02) 730 1000. We shall send you an email confirmation once the change is done.

Delivery addresses can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our couriers.

 

11. Do you deliver during weekends and holidays?

Yes, but deliveries on holidays are done only for addresses within NCR. There are no holiday deliveries for orders outside NCR. We shall notify you if your order will be delivered outside of business days.

 

12. I need my order now. Can Globe speed up delivery?

We currently do not have an express delivery option, but we always ensure that your orders are delivered on or before the promised delivery timeframe.

 

13. How do I know when my orders will arrive?

We shall send an SMS notification once your order is shipped out. Our courier will communicate with you through call or SMS upon arrival at your address.

 

14. What do I need to present to the courier?

For postpaid applications

· Photocopy of your Valid ID (front and back)

· Advance payment amounting to the first Monthly Service Fee (MSF) of the plan

For accessories and apparel purchases

· For Cash on Delivery – payment for purchase

· For Credit Card or GCash payment – present a Valid ID

 

15. Can I get someone else to receive my purchases?

For postpaid applications

The account holder must be present to receive the delivery himself/herself.

For accessories and apparel purchases

Yes. For cash on delivery, the authorized person must present the payment for the purchase. For credit card or GCash payment, the authorized person must present an authorization letter, your valid ID and his/her valid ID.

 

16. Do I receive an acknowledgement receipt for my order?

Yes, our courier will provide an acknowledgement receipt upon delivery. The official receipt will be emailed to you after seven (7) working days.

 

17. Why do I receive my orders in separate deliveries?

We work with a variety of trusted merchants to ensure the quality of our products. Therefore, your ordered products may come from different places, resulting in separate deliveries.

 

18. I still do not have my order despite the stated delivery time. What should I do?

You may check the delivery status by calling (02) 730 1000. Just provide your name, the mobile number indicated on the application form and the online reference number provided to you via email.

 

IN-STORE PICK-UP

19. How will I know if my order is ready for pick-up?

A store representative will contact you. This will include an SMS notification with a reference code that you can present during your store visit.

 

20. What else do I need to bring to the store?

Please bring at least one (1) of the following proof of identification:

· Company ID
· Driver's License
· Passport (bearing signature)
· SSS/TIN/GSIS ID
· PRC/IBP ID

 

21. What if I was not able to go to my selected Globe store on the scheduled pick-up date?

We can reserve your order for three (3) days. After which, the item/s may be given to walk in customers.

 

RETURNS AND EXCHANGE

22. What’s your return, refund, and replacement policy?

- Only defective products returned within seven (7) calendar days after delivery are eligible for replacement

- You must present a copy of the product’s sales invoice or official receipt at the Globe store

- Items that are returned for refund must be in the same condition as they were upon purchase. The original packaging materials, tags, labels, manuals, and accessories should be intact

- Replacement will depend on stock availability

- Outright replacement of apparel can only be accommodated in the following Globe Stores depending on stock availability: SM North Edsa, SM MOA, Greenbelt Makati and SM Iloilo

Return and replacement can also be accommodated to all Globe Stores except that the Store needs to order the replacement and customer will be informed on the availability of the replaced item.

You can return your item due to any of the following reasons:

Reasons for return Your return must be :
New condition Sealed condition Complete accessories, original packaging Tags & labels attached
Damaged    
Defective    
Missing parts / items    
Apparel (not fit)
 

Items must be in their original condition when purchased.

- Once all requirements are fulfilled, you may exchange the product with the same item. You may also exchange it with a different item if the value of the defective product is lower than the new item. If the value is higher, you may settle the additional amount directly with the store

 

23. What if my preferred item is not available at the Globe Store?

- If the item you prefer is not available in the store, we can offer you an alternative item of the same or higher value. It can be different in style, design, or product. We can also order your preferred product and request for you to come back to our store once it is available

- You may choose to have a full refund or credit card reversal

We order some of our items from our trusted vendors. Their return, refund, and replacement policy may be different from ours. We will advise you if this will be the case for your order.

 

24. Can I try the product before I buy it?

No, we do not currently have a try and buy program. But, we have a seven (7)-day replacement policy for any factory defect.

 

GIFT WRAPPING SERVICES

Globe now offers gift wrapping services for accessories and apparel bought from our online shop for a minimum fee of Php50.

Gift wrapping services will not be available for Store pick up options.

 


 

Thank you!