F.A.Q

ORDERS AND PAYMENTS

How do I register and create an account for PureGo?

Registration is easy! Just visit purego.ph and sign up using your email address. Once you’re done, you’re all set for your first order.

In order to make a purchase from PureGo, there’s a minimum order value of ₱1000.

There is no limit when you place an order at PureGo.

You can email or chat with us at our website us for the added instructions at support@purego.ph with the order # and our Customer Support Team will be more than happy to forward it to our pickers.

We’ll email you a confirmation email for your order. All successful orders will be verified by PureGo within 24 hours.

Once an order has been placed, it is considered final. You will receive a confirmation email.

We have several payment methods that you can use:
• Credit Card (MasterCard/ Visa)
• ATM/Debit Cards (Bancnet ATM Cards)
• Mobile Wallet (GCash)
• COD (Cash on Delivery)

Unfortunately, we don't accept TNAP and PERKS cards yet, but feel free to sign-up with PureGo and start earning points! Click here: https://purego.ph/account/login

Sorry, that’s still something we’re working on! We’ll keep you posted.

We carry different grocery items from canned food, snacks, condiments, kitchen essentials, bath items, prepacked frozen and chilled items, alcohol and tobacco, cleaning products, and pet supplies. We are currently working on adding premium products, and we will keep you posted soon!

SHIPPING & TRACKING

What are your operating hours?

You can place an order 24hrs a day, 7 days a week. Please note that our cut-off time is 3pm for same-day delivery. Orders that are placed after 3pm will be delivered the following day.

We're currently servicing the whole of Metro Manila (City of Manila, Quezon City, Caloocan, Las Piñas, Makati, Malabon, Mandaluyong, Marikina, Muntinlupa, Navotas, Parañaque, Pasay, Pasig, San Juan, Taguig, and Valenzuela, as well as the municipality of Pateros). You can also message us on Facebook, Instagram, Chat support at our website or email us at support@purego.ph.


Facebook:
facebook.com/PureGOPH
Instagram:
instagram.com/purego.ph/
Email: support@purego.ph

Although our inventory is synced with our partner store's inventory, some items can be low in stocks and out of stock after you have placed the order.

We deliver the next day with a 3pm cut-off time. Orders received after 3pm will be delivered the day after.

Once your order has been confirmed and is ready for shipping, you will be sent a notification with the tracking number and link.

Unfortunately, you can no longer change the delivery address once your order has been confirmed.

Yes! There’s a delivery fee of ₱150 for orders that are less than 20kg and ₱300 maximum delivery fee for orders that are more than 20kg.

ISSUES, REPLACEMENTS AND REFUNDS

How do I report a problem in my order?

You can reach the PureGo Customer Support Team by sending an email to support@purego.ph

Unfortunately, once the order has been processed you can no longer cancel it.

Although our inventory is synced with our partner store's inventory, some items can be low in stocks and out of stock after you have placed the order.

Our PureGo Support Team will send an email and text notification with the proposed replacements if an item is out of stock. You will also have the option of choosing what we will do if a product is out of stock upon checkout. In the event that we don't receive a reply within 30 minutes of sending the notification, we will process the orders without the out-of-stock items and process a refund for the difference instead.

Yes! You may replace and edit your carts as many times as needed before checkout. Unfortunately, after checkout and once the order is confirmed it is final.

Yes, but we do have a couple of rules for item replacement. It can only be replaced if:

• The product delivered is damaged or is already expired
• The product delivered is incorrect or different from the item published on the PureGo website

If your reason doesn’t fall under these rules, we won’t be able to replace your item.

In order to process the replacement, we will need the original copy of your receipt.

However, customer should strictly comply with the following conditions: The purchased item to be replaced is supported by the original copy of the receipt. We also expect you to send back the replacements within seven (7) days from receipt of product, and must include the complete tags, labels, with no defect or damage, in its original box, unopened and untampered except for goods with visible factory defect or were clearly expired. Refund of order is subject to approval of management.  For the complete return and refund policy, you may refer to this link:

https://purego.ph/pages/replacement-and-refund-policy

For GCash transactions, you will receive the refund by the end of the day. For Credit Cards/Debit Cards, the refund may take up to 10 - 14 banking days. For PureGo on GLife transaction refunds may take up to 3 to 5 working days. Please note that refund can only be processed on weekdays. Please contact our PureGo Support Team by sending an email to support@purego.ph for further assistance on weekends.

We will do our best in picking the closest weight to your initial order, and we will update the Order after picking. You will also be notified if additional payments are needed due to the weighted items.

Our PureGo Support Team will send an email with the link to help you process the additional payment. It will be the same as how you did the checkout process.

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