Frequently Asked Questions | Silicon Valley Online Store

STORES

Where are your stores located?
Our physical stores can be found nationwide and you can surely find one near you. You can click on this link to see the full list of stores, opening hours, and contact details. https://www.siliconvalley.com.ph/home/our-stores/
Is there a sales personnel I can talk to online?
Aside from www.siliconvalley.com.ph, we also have our virtual store in viber through this link:
SILICON VALLEY VIBER SHOP MAIN https://invite.viber.com/?g2=AQAsmmc2aucHdktaZ7t0S0cBPiY1CYb2KXSvtEGuraqQW3sJ61BSUz6LoXU0nQCW

ORDER PROCEDURES

1. 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

2. 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.

3. 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.

4. 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.

5. 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.

6. 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

7. 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

1. What are the delivery options?
Deliveries will be made by Silicon Valley or by its affiliate partners.

2. 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

3. 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.

4. 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

5. 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.

6. 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

7. 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

1. The product I want is not available in the website. How can I order?
Our customer service is readily available to serve your inquiry. You may chat us with our chat support here, or send a message in our Viber group for a sales personnel to assist you.

2. My unit is defective. What can I do?
Please send an email to compuserve@siliconvalley.com.ph with the following details:
a. Description of your current problem
b. Where and when the item was purchased
c. Picture of the invoice

4. Do you provide repair services?
Yes, we are an authorized service center for most brands. You may bring your unit to any of the service centers listed here and a technician will be there to assist you.

3. 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

1. 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.

2. Can I purchase via Home Credit?
Home Credit is available through in-store purchases.

3. What mode of payment do you accept?
We accept bank transfers, online credit card payment, GCash, Debit Card, Alipay, 7/11, Cebuana Lhuillier, Mlhuillier, and OTC bank Payment. *OTC banks are BDO, BPI and Metrobank.

4. Do you accept Cash on Delivery?
Cash on Delivery is available for inquiry through our Viber Community at https://bit.ly/2XDVV8u

5. What credit cards do you accept in the website?
We accept locally-issued major credit cards.