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#Frequently asked questions

How long does it take to deliver my order?
We guarantee processing your orders within 24 hours. Below are the timelines for each category we offer:
  • Ready to Cook - delivery of RTC items within 7-10 business days upon order processing
  • Food Delivery - two-day latency provided (time difference included). When you order today, the earliest your CareRecipient receives the food delivery is next business day at the time period selected (11a-1pm, 1-3, 3-5,5,7,7-9)
  • Protection-to-Wellness - delivery of PTW items within 7-10 business days upon order processing
  • Load / Top-Up - recipient will receive the mobile prepaid load within 36 hours of ordering.
  • GCash Money Sending - recipient will receive the cash deposit on their GCash accounts within 2-24 hours upon order processing.
What courier do you use for deliveries?

SamotSari is a service provider that connects you (outside of the Philippines) with various vendors within the Philippines. They can use Grab, Uber, Lalamove, even their own delivery service (IE, Jollibee) etc.

For the prepaid load and GCash transfers, SamotSari has in-house, Philippine-based order fulfillment managers covering your orders.

Why am I being charged for delivery on my order when it states standard delivery is free?
All delivery charges are inclusive of item price. The shipping method is required by the web platform and our developers are updating it constantly. Take note that shipping is always tagged FREE.
I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your SPAM folders as it will come from a no-reply email address. To ensure emails reach you, add the domain to your safe senders list.

There may also be cases of typographical errors on email registration (IE abc@gmail.con). When this happens, we will verify your account through the mobile provided at checkout to securely update your email information under SamotSari. After which, we will re-send your order confirmation to the correct e-mail address.

Can I collect from a local store?
We do not have a physical, local store in the Philippines. All orders are drop shipped from the associated vendor.
Do you deliver on Weekend?
Food Delivery, Mobile/ Load Top-Up and GCash sending may be processed and delivered during the weekends. However, Ready-To-Cook and Protection-to-Wellness item delivery would depend on location, dispatched driver delivery availability.
Why can’t I select next day delivery?
Due to time differences and order volume anticipation, we cannot guarantee next-day deliveries.
Can I track my item?
Once an RTC order has been confirmed, we will provide you with the vendor Order Confirmation information. Order tracking would depend on vendor availability.
Can you confirm if you have received my cancellation request?

We aim to process cancellations within 24 hours of order receipt. You will be notified by email once the cancellation is completely processed and the refund under way.

Unfortunately, if your order has already been processed, we can no longer process the cancellation requested. Should you have any queries about your return, please feel free to contact our Customer Service team via

How long will it be before I get a refund?
Once a cancellation request has been processed, an automated refund is generated on our system. This process typically takes 7-10 working days depending on your financial institution.
When will my card be charged for my order?
Our payment gateway would automatically verify your payment information and store it for order processing and fulfillment. You might have the amount held from your account but it would be fully charged only after your order is processed.
Can I have these shipped where I am located?
SamotSari is an online store catering to overseas Filipinos (or Filipinos by heart) who want or need to assist their loved ones back home. Thus, products are designed to be consumed only within the Philippines.
Why do I need to include their phone numbers?
Your contact email as well as their phone number would allow us to confirm address information where necessary. Most delivery drivers here in the Philippines require a contact number before heading to the delivery area. To ensure a successful order drop off.