Frequently Asked Questions

1. General

What is Landmark.PH?

Landmark.ph is the official e-commerce site of Landmark Supermarket. It carries over 15,000 products that include fresh meats, poultry, seafood, fruits & vegetables, frozen items including ice cream, pantry products, international products, home care essentials, personal care items, rare finds, and exclusive merchandise – delivered to you on-demand, anywhere in Metro Manila, and parts of Rizal, Cavite, and Laguna.

Do I need to create an account to order?

On the home page, click on the “Account” button on the header and choose “Register”. You will be directed to the registration page wherein you will enter your Name, Email, Phone Number and Password.

Where can I see my past orders?

To check your order history, log in using your account on our website, click “Account” on the header and then choose “Orders”.

Where can I change my address?

To add or edit your shipping addresses, log in using your account on our website, click “Account” on the header and then choose “Address Book”. Next to the Address you want to edit, click on the edit button (pencil icon). Edit the detail and click “Update Address” to save the data.

Where can I change my password?

To change your password, log in using your account on our website, click “Account” on the header then choose “Profile” and click the “Change Password” button.

I am not in the delivery area, can I still register?

Definitely! We are constantly expanding our delivery area. Register so we can inform you as soon as we start providing services to your address.

How can I contact customer service?

Our customer service team is available daily, Monday-Sunday, from 8am to 6pm.
Via mobile: 0956 697 0969
Via email: Please send us a message at customerservice@landmark.ph with complete information about your query.
Via Facebook messenger: Message us at @supermarket.landmark.ph
Via Instagram direct message: Message us at @supermarket.landmark.ph

Is my private data safe with this website?

Landmark.ph respects and values every customer's personal data privacy. We commit to safeguard the integrity, security and confidentiality of personal data that it collects, processes, uses and stores in accordance with the Data Privacy Act of 2012 (DPA) and its Implementing Rules and Regulations (IRR). For this purpose, we will only keep your information for as long as we are either required to by law or as is relevant for the purposes for which it was collected.

I have a general concern / complaint / feedback

Our customer service team is available daily, Monday-Sunday, from 8am to 6pm.
Via mobile: 0956 697 0969
Via email: Please send us a message at customerservice@landmark.ph with complete information about your query.
Via Facebook messenger: Message us at @supermarket.landmark.ph
Via Instagram direct message: Message us at @supermarket.landmark.ph

2. Ordering

How to order?

You will be asked to enter your location first to check whether you are under our serviceable area. Then you may proceed with browsing our categories & adding items to the cart. Make sure you complete the booking process all the way to payment. Once done, you will receive a confirmation email that your order has been received.

How will I know that all the items I added to cart are available?

After picking your items at the supermarket floor, your assigned in-store coordinator shall call/text you for confirmation of out of stock items and possible substitutes Once order is finalized, items will be checked out and dispatched. An SMS will be sent to you by your assigned in-store coordinator prior to delivery.

Can someone outside of the Philippines order for someone in the Philippines?

Yes! A person outside of the Philippines can order for someone within the serviceable areas of Landmark.ph.
Upon check out, there's a section where you can opt to Ship to a Different Address. Make sure you provide name, complete address & contact details of recipient in your order. Our Customer Service Representative will reach out to you to confirm the order.

Is there a minimum order?

Yes, there is a minimum order value of P500.00 to purchase online.

Is there a delivery fee?

Yes, our delivery fee is currently fixed at P115.

What is a Shopper fee and how much is it?

A Shopper Fee is a charge for the convenience of a personal shopper who does the grocery shopping inside the supermarket on your behalf. It is currently fixed at P85 only.

Why is it some products are not available online?

Not all products on the supermarket floor are offered online. We have already curated the most popular & the best products for your selection in our online store. Despite this, we have the widest assortment of over 12,000 products in our online platform. Should you wish to purchase an unlisted product, you may advise our customer service team and we may consider listing them, subject to approval by management.

Are the product prices in this website the same as supermarket floor prices?

There are products that are the same as the supermarket floor prices while others are slightly higher. This is affected by changes in item prices and/or supply availability. Some products, esp. fresh items have volatile prices and may change at the time of picking. When this happens, you will be informed by our operations team regarding the changes.

Do you have delivery period options?

Landmark.PH provides flexible delivery options, including same-day, next-day, and in 2 day. Customers can choose hourly delivery slots between 9:00 AM and 6:00 PM.

What if there are out-of-stock items?

We try our best to update our inventory of products online, however, we cannot avoid that some items may be unavailable at the time of picking. We have implemented a pre-determined substitute product online for fast moving items. When you choose such product, you will see a drop-down menu indicating available substitutes. If you do not wish for a substitute, just choose “Remove from my order” and we will not replace item when it is out-of-stock.

What items are sold by weight?

Fresh items are sold by weight — vegetables, fruits, fish & seafood, meat & poultry. Unless items are pre-packed, final weight of fresh items may vary. Please expect an adjustment of a few grams on your goods and corresponding item prices. You will receive an advise of the change prior to check-out.

How will I know my order was successfully placed?

You will receive an order confirmation email from us if your order is placed successfully. Check your spam folder just in case the email from us gets directed there. If you do not receive a notification email, please log in using your account on our website, click My Account > Orders, you can check whether you have a pending order or none.

Am I going to be charged for out-of-stock items?

You will not be charged for an out-of-stock item unless it was replaced. The price of the replacement item or substitute will be reflected on your final bill.

Can I add items to my order at a later date?

Once an order has been placed, we can no longer add any items. Should you need more items, you may place another order online.

Why is my credit card not accepted?

Below are the possible reasons:
1. Your credit card maybe expired
2. You might have exceed the credit limit, hence, is not allowed to make any purchase
3. You might have failed to verify the OTP code sent to you
4. The credit card number, expiry date, CVV were entered incorrectly

Contact our customer service if you need assistance.

3. Delivery

Where can I track my orders?

We're working on adding real-time tracking soon! In the meantime, you can view your order status through your Account > Order History, or feel free to contact our friendly support team via email, text message, or our social media channels.

Who will deliver my order?

Your order will be delivered by our trusted delivery service provider. They ensure timely and safe delivery.

What are the serviceable or delivery areas?

We deliver in Metro Manila and some parts of Rizal, Cavite and Laguna.

I did not receive an order confirmation email, what should I do?

You may contact our customer service hotline directly (+63) 956 697 0969 or send us an email to customerservice@landmark.ph in case you encounter the following:
1. If you have not received an order confirmation via email at all.
2. If you have received an order confirmation email but the order was not processed.

What happens if the receiver is neither not around nor available at the delivery address at the time of delivery?

We will deliver your order in the agreed period. Prior to the delivery, we will send you a notification via SMS that your order is on its way. It is best to communicate to us if the recipient of the order is not available and kindly indicate the name and contact details of the new representative.
If the delivery service has not received any information from you and does not meet you at the delivery address:
1. Your assigned rider will contact you by phone again.
2. If we do not reach you via phone call/SMS, we will send you a personal email with a request to contact you.
3. If neither of the options worked, we will park your order within the day and wait for your confirmation. An additional shipping fee will be charged for rescheduled deliveries to cover both the return of your original order and its redelivery.

What to do if I receive a wrong item or a damaged item?

If you have any concerns about your order or the item you received, please contact our customer service hotline immediately at (+63) 956 697 0969, send us an email to customerservice@landmark.ph

Is delivery outside the delivery area possible?

We are constantly expanding our coverage and are looking for ways to be able to provide services beyond our existing delivery areas.

There are missing items in my delivery?

We recommend thoroughly checking your delivered items upon receipt. If any items are missing and are included on the receipt, please reach out to our customer service for investigation and resolution.
Customer service hotline (+63) 956 697 0969, send us an email to customerservice@landmark.ph
Please be aware that we are unable to issue refunds once you have accepted the items, as we cannot conduct a proper investigation once the items have already been accepted within your household. By accepting the delivery, you confirm that all items are complete and in good condition.

4. Payments

Which payment methods are offered?

Currently, the following payment methods are accepted:
Cash on Delivery (COD)
Debit/Credit card (Mastercard & Visa)
GCash
GrabPay

Can I change my payment method after placing an order?

Currently, the following payment methods are accepted:
Once your order has been successfully placed, the selected payment method cannot be changed.
However, if you initially chose Cash on Delivery (COD) and wish to switch to an online payment method — such as Credit/Debit Card or E-wallet — please reach out to our customer service team. They can assist by generating a secure payment link for your order.
You may contact customer service hotline (+63) 956 697 0969, or send us an email to customerservice@landmark.ph

Why do my order amount and my receipt amount differ?

There are three possibilities for a discrepancy between the order amount and the invoice amount:
1. Weighted goods: Weighted goods are products such as fruit, vegetables, seafoods, and meat, which can be of different weights or have to be weighed. In the case of these products, the delivery quantity can vary by +/- 15% from the order quantity or the invoice price can deviate to the same extent from the order price.
2. Out of stock: Completeness of order is part of our priorities. Unfortunately, there are fast-moving products or frequently ordered that is/are no longer available when we facilitate your order.
3. Substitutes: As much as possible, we try to offer substitutes for out of stock items. There are instances that price can vary +/- 15 % from the original item ordered vs. the item substituted.

Payment Pre-Authentication

Landmark uses payment pre-authentication (pre-auth) for credit card only. It is a temporary hold placed on your selected payment method when an order is submitted. This process verifies the availability of funds and ensures your payment method is valid — but no actual charge is made at this stage.
Once your order is fulfilled, you will only be charged the final amount based on the actual items delivered. There's no need for a refund since the amount charged reflects what was received.
In cases where substitutions, missing items, or price changes occur during fulfillment, your final total may differ from the original receipt. If the final amount is higher than the order total, you will still only be charged the exact amount delivered — up to a limit of 100% of the pre-authenticated amount.
If your order is canceled or not processed successfully, the temporary hold is typically released automatically by your bank or payment provider within a few business days.

5. Refund

There are items that were confirmed but were not delivered, how do I get a refund?

Refund request specifically for undelivered items should be for verified within 24 hours upon receipt of customer's advise. Once the Refund is valid, we process the amount four to seven (4-7) days through the same payment method you have used. In the case of Cash on Delivery, we use Gcash for refund.

I paid via Credit Card, will I get a refund if my order is higher than the receipt amount?

Landmark uses payment pre-authentication (pre-auth) is a temporary hold placed on your selected payment method when an order is submitted. This process verifies the availability of funds and ensures your payment method is valid — but no actual charge is made at this stage.
Once your order is fulfilled, you will only be charged the final amount based on the actual items delivered. There's no need for a refund since the amount charged reflects what was received.
In cases where substitutions, missing items, or price changes occur during fulfillment, your final total may differ from the original receipt. If the final amount is higher than the order total, you will still only be charged the exact amount delivered — up to a limit of 100% of the pre-authenticated amount.
If your order is canceled or not processed successfully, the temporary hold is typically released automatically by your bank or payment provider within a few business days.

I paid via Debit Card / E-wallet, will I get a refund if my order is higher than the receipt amount?

Currently, debit card and e-wallet transactions are not covered by our payment pre-authentication feature. This means your selected payment method is charged immediately based on your order total at checkout.
If your final order amount is lower than the original total — due to item replacements or adjustments — the excess will be refunded to your account within 1–7 business days, depending on your bank or e-wallet provider.
If your final order amount is higher than the receipt total, our customer service team may reach out to collect the shortfall. You'll be given the option to pay the balance via:

6. Refund Policy

Can I return items that are damaged or incorrect?

If the items delivered to you are damaged or incorrect, please contact our customer service hotline immediately and provide your order details and will be subject to verification and qualification. Please note that Landmark.ph only accepts returns within 24 hours upon dispatch for Dry-Food and Non-Food and only 2 hours upon dispatch for Fresh and Frozen items.

7. Offers & Promotions / Coupon Codes / Vouchers

How can I enter coupon codes?

On the shopping cart page, there is a text field on the lower right of the page. Enter the voucher code and click Apply.

My coupon/voucher code did not work?

Here are some possible reasons:
1. You did not click “Apply” after entering the code.
2. Your coupon code may have mechanics wherein it can only be redeemed with a minimum order value that you have not yet reached.
3. You may have mistakenly made a typo (coupon codes do not contain spaces or umlauts).
4. You may have tried to redeem two or more codes simultaneously.

Can I have a coupon/voucher code deducted from the invoice at a later date?

Unfortunately, we cannot withdraw your coupon/voucher code after submitting your order. You may try to redeem your voucher on your next order.

Can I redeem multiple coupon/voucher codes in one order?

Only one coupon/voucher code can be applied per order.

Do you accept Senior Citizen/PWD discount?

Not yet — but we're actively working on it! This feature is currently in development and will be up and running soon.
We appreciate your p`atience and are excited to share updates as soon as it's ready.