Frequently Asked Questions
Where are your stores located?
Is there a sales personnel I can talk to online?
ORDER PROCEDURES
How can I order?
- Select the product you want to buy, add it to cart and then click check out
- Fill in the Billing Details and Shipping Details
- Select your delivery option
- Select your payment method
- For bank transfers and bank deposits
- Upload your proof of payment here: https://www.siliconvalley.com.ph/silicon-valley-bank-payment-form/
- Payment verification will be done in 1-2 working days
- Order will proceed to processing once verified
- For other payment methods
- Order will proceed automatically upon successful transaction
- For bank transfers and bank deposits
What is the status of my order?
You may view your order status through “MY ACCOUNT” -> “ ORDERS”
These are the possible statuses and what they mean:
- ON HOLD- Pending proof of payment. Please send to https://www.siliconvalley.com.ph/silicon-valley-bank-payment-form/ for verification.
- PENDING PAYMENT- No payment attempt has been registered by the system
- CANCEL REQUEST – Customer has sent a request to cancel the order
- PROCESSING – Order is being processed for delivery
- COMPLETED – Order has been delivered or picked up.
- FAILED – Payment attempt failed and was not received by the system.
Why haven’t I received an email update?
Emails are sent automatically by our website after registering your order update, please check your SPAM and PROMOTIONS folder as our email may have ended up there. If this error persists, please send us an email to svonline.team@gmail.com to address your concern and we will contact you as soon as possible.
Why did my order cancel?
Orders have a limited time duration allowable to process payment. Unfortunately, no payment was received within this period and it has automatically cancelled.
How to cancel my order?
Go to My Account and select Orders. Click on the Cancel Request for your order number, and our team will send you a message for further information.
What is the status of my order payment?
- Bank payments are for processing within 1-2 days after receiving your proof of payment.
- Other payment methods would result in an immediate update in the website.
- For other circumstances, our team will send you a message via email or text. If you wish to know more about your status update, you may send us your inquiry on our Facebook page at https://www.facebook.com/SiliconValleyPhilippines or to our email onlinestore.silicon@gmail.com
I’ve already made a payment. Why did my order fail/cancel?
Our apologies for this inconvenience.
- If your payment was made via bank transfer or bank deposit, please send in this form, https://www.siliconvalley.com.ph/silicon-valley-bank-payment-form/ for verification.
- If your payment was made via other payment methods, please fill up this form: https://www.siliconvalley.com.ph/silicon-valley-order-payment-verification/ and we will get back to you.
DELIVERY PROCEDURES
What are the delivery options?
How long will the delivery take?
Delivery estimates under normal circumstances are as follows:
- Metro Manila: 1-3 working days
- Luzon: 3-6 working days
- Visayas: 5-7 working days
- Mindanao: 5-7 working days
How can I track my parcel?
Our system will send an update to your registered email for the order with your tracking number and courier details upon pick up of your parcel by the courier.
Can someone else receive my order?
Yes, an authorized representative may receive the item on your behalf. Please prepare these documents to receive the item:
- Confirmation letter of the order
- Signed authorization letter
- Clear copy of cardholder’s ID with photo and valid signature
- Clear copy of representative’s ID with photo and valid signature
Can I pick up from your store?
Currently, only selected items are eligible for pick up. For other orders, you may join our Viber Community at https://bit.ly/2XDVV8u for more details.
What is the procedure for pick up of an eligible item?
- Select the product, add to cart and check out
- On the Checkout page, select “Pick up in branch” as your delivery method
- Enter the branch in the shipping address
- Indicate your preferred branch and date of pick up in the Order Notes
- Proceed to and complete your payment
- Once your payment is confirmed, a Silicon Valley representative will contact you within 2 working days to confirm your preferred branch and date of pick up.
- Pick up appointments may be rescheduled up to 3 times. Failure to pick up within 2 weeks from the first appointment will result to release of reservation and cancellation or refund as applicable
What are the requirements for pick up?
Please submit the following upon pick up:
- Confirmation letter of the order
- ID with photo and signature
- Clear copy of ID with photo and signature
PRODUCTS
The product I want is not available in the website. How can I order?
My unit is defective. What can I do?
with the following details:
a. Description of your current problem
b. Where and when the item was purchased
c. Picture of the invoice
Do you provide repair services?
I want to return my unit and refund my payment. What can I do?
You may send a return request email to onlinestore.silicon@gmail.com with a photo of the sealed product and invoice for verification
Please include the following details:
- Order Number
- Name
- Reason for return
- Payment method
Our team will contact you within 48 hours with the results of the verification and details for return.
**All returns are subject to the terms and conditions stated here https://www.siliconvalley.com.ph/home/terms-and-conditions/
PAYMENTS
Do you offer an Installment basis thru online purchase?
REGULAR installments are available through the website. For 0% installment promotions, you may join our Viber shop at https://bit.ly/2XDVV8u for more information.
Can I purchase via Home Credit?
What mode of payment do you accept?
Do you accept Cash on Delivery?
What credit cards do you accept in the website?
OTHER CONCERNS
For any other concerns, you may contact our team via the following:
(02) 8 376-6049
svonline.team@gmail.com
