Frequently Asked Questions:
1. How to order?
Please order through our website- www.mothermaterial.ph
If not, please send us the following information via text/FB message/IG message
Email Address: ( so we can create your user log-in to get updated with exclusive offers and for you to access your order history and future orders)
Complete Address ( include the pin in lalamove or waze)
Orders: in this format ( Item/Design or Size/Qty)
2. What are the modes of payment? Do you have Cash on Delivery (COD)? Do you have credit card payment?
We do not have COD and credit card payment. Here are the (3) payment options available:
- Bank Transfer (BPI, BDO, Metrobank, and Security Bank)
- Payment at Mother Material PH Store
3. Where do I send proof of payment?
Please send deposit slip/proof of payment to email@example.com with your order number in the subject line. We will not accept proof of payment sent to any of our social media accounts. Once email is sent to us, we will get back to you within 24-48 hours for the delivery update/ status of your order. Thank you.
4. Do you do meet-ups? Do you have a physical store?
Sorry but we do not do meet-ups. Yes, we have physical stores and we deliver nationwide. We have 2 store branches: Quezon City and Antipolo City. Our operational branch during Community Quarantine is our showroom and warehouse located at Antipolo. We will advise when our Quezon City branch will open for pick-up/deliveries again. Please order online and send us a message for coordination or special instructions.
5. When will you receive the items?
We have stocks on hand for all items posted on our website so we ship out orders every day. Our order cut-off is 10:00am. If you ordered before our cut-off, items will be delivered to you same day. If you ordered after our cut-off, items will be delivered to you in 1-2 working days if within Metro Manila (MM). If you are located outside MM, delivery will depend on LBC’s speed which is our official 3rd party courier.
6.How much is the shipping fee?
We need to know your order and location. Shipping fee varies on the weight/dimension of your total order and delivery location
When you check out on our website (after you choose the items you need), there is a detailed breakdown of the shipping fee depending on the items you ordered. Please choose from there.
Here is the detailed step by step guide to choose the correct shipping fee:
Step 1: When you click BUY IT NOW button, you will be redirected to a new window.
Step 2: You will be asked to fill in your personal information which we need to successfully deliver the items to your doorstep. Please do not forget to give your contact details and email address so we can get in touch with you for order/ delivery updates.
A. There are 2 delivery options: Ship and Pick Up
B. For Shipping, there are various options for Metro Manila and Provincial. Please see below shipping rates from Lalamove / LBC assessment.
C. For store pick-up, you can choose which store you want to pick up from- Quezon City or Antipolo City branch. We will give you pick up schedule (date and time) on what is allocated for you. You/Your representative can drive by and pick it up. You can also book lalamove to pick up your items. Do not book lalamove until we confirm your payment and schedule.
7. How come some items are out of stock? Can I pre-order?
Answer: We do weekly inventory on our items both at the showroom and warehouse. If the stock is low, we schedule a pick-up to our brand partners to get the stocks immediately. As much as possible, we do not want to go out of stock because we understand that you need the items for your baby. On average, we restock in 3-5 working days so no need to worry.
(If items will be coming abroad like UV Sterilizers/Bath Tub/Cribs ) If we enabled pre-order for a specific item, it means items are expected to arrive at our store in 2-4 weeks if there will be no delay in customs. We will notify you via email.
You can also pre-order the items you like. We will reserve the products for you and notify you once it is available for pick-up/delivery. Please take note: we do not reserve items that are not paid.
8. What is your store hours?
Answer: On Monday to Saturday, our store hours are 11:00am to 5:00pm and on Sunday, we are closed. Please expect response from your messages during store hours. We will not entertain messages, calls, or emails beyond store hours.
9. How do I contact your store?
A. You can send us an email at firstname.lastname@example.org. Response time is 24 to 48 hours.
B. You can message us on Facebook: Mother Material PH.
C. You can message us on Instagram: @mothermaterialph
D. You can text us at 0917-164-4995
10. What is the process for refund and replacement?
A. NO CANCELLATION OF PAID ORDERS. We will not process any refunds. Please make sure you agree to the guidelines above before ordering.
B. INCOMPLETE/ OUT OF STOCK ITEMS. If the item on our website is sold out, it means the item is sold out. If we open the item for pre-order, time frame for items to arrive at our store is 1-4 weeks depending on customs clearing and delivery of the items at our store. If the items you ordered are incomplete, you will be given 2 options. First option, you can replace the items. Second option, wait until stocks arrive. But definitely, no cash refund and we will only provide store credits.
C. IF THE ITEMS DELIVERED ARE INCOMPLETE. Upon receiving the items, please check the items immediately. If it is incomplete, please send us a video of the items you received. We will review our CCTV while packing your orders if indeed we were not able to include the item during dispatch. After 6 hours and we receive no complaint or feedback from you, it is considered that everything is complete and correct. If you notified us that the item is incomplete, there are 2 options. First, we will either send the additional items if you are within Metro Manila. Second, we will give store credits for the equivalent value of the missing item.
D. IF THE ITEMS DELIVERED ARE WRONG (SIZE/DESIGN). If it is a wrong item, please send us a video of the items you received. We will review our CCTV while packing your orders if indeed we included a different item during dispatch. After 6 hours and we receive no complaint or feedback from you, it is considered that everything is complete and correct. If you notified us that the item is wrong, we will either send the replacement item/s if you are within Metro Manila or we can agree on a compromise.
E. DEFECTIVE ITEMS. Replacement of items will only be allowed if the item delivered is defective.Just to be transparent with our process, before we ship out the gadgets to you, we record a video. We show the serial number and the item while being tested that it was working prior shipping it out. Before we ship out items, we take a photo that item is in good condition prior shipment.
Once the item leaves our store promises/gets dispatched, Mother Material PH and its team are no longer liable for the loss or damage caused by the third party courier like Lalamove/LBC/etc.
For Metro Manila, Quezon City, Cavite, Laguna, Marikina and Rizal, we highly encourage to avail of our in house delivery services since our riders are trustworthy. We will also be accountable for the items during shipment.
11. What is the warranty of the UV Sterilizers?
Warranty Claim Policy
For Babybee UV sterilizer
- Should be within one year from the date of purchase
- With proof of purchase and Babybee Warranty Card
For Other UV sterilizer
- Should be within 7 days from the date of purchase
For All UV Sterilizers
- Service warranty, will be done after inspection and confirmation of complaint
- Service warranty will not be applicable due to misused of item
- Not applicable if there’s a neglect in proper usage and maintenance of the equipment
- Not applicable if failure and damage due to user’s personal reasons or unauthorized disassembling
- Not applicable just by buyer’s change of mind
- Replacement can be claimed if the same problem persists
- Please bring the equipment to our office/showroom for inspection
- If client’s place is too far from our office/showroom; item can be sent thru shipment, freight shouldered by the client
Returns and Exchange
- To be eligible for a return and exchange, your item must be unused and in the same condition that you received it.
- Your item must be in the original packaging and accessories, including blank warranty card.
- Your item must be shipped back to us fully insured using a trackable shipping method to your expense
- Your item needs to have the receipt or proof of purchase.
- The price for the item to be exchange must be equal to the item returned