Shopee Guarantee is a service we provide to protect both Buyers and Sellers against fraudulent transactions, keeping mobile shopping and selling safe and easy.
Shopee Guarantee period consists of Days to Ship, which starts from your order confirmation date, and Courier Delivery Time.
Here are few things to check about Shopee Guarantee:
Estimated Delivery Time
You can have your order based on average delivery time. If our couriers have received your order from the seller, wait within Estimated Delivery Time. Your order is on its way.
Days to Ship
Days to Ship is the number of days it takes for the seller to prepare the item for delivery.
Courier Delivery Time
Your order may take a while to be delivered. Courier Delivery Time may also change during holidays and severe weather condition. Please use the chart below to estimate Courier Delivery Time.
|Metro Manila||North Luzon||South Luzon||Visayas||Mindanao|
|Metro Manila||1-5 Days||2-7 Days||2-7 Days||3-8 Days||3-8 Days|
|North Luzon||3-7 Days||3-7 Days||3-8 Days||3-8 Days||3-8 Days|
|South Luzon||3-7 Days||3-7 Days||3-8 Days||3-8 Days||3-8 Days|
|Visayas||3-8 Days||3-8 Days||3-8 Days||3-8 Days||3-8 Days|
|Mindanao||3-8 Days||3-8 Days||3-8 Days||3-8 Days||3-8 Days|
How does Shopee Guarantee works for Buyer?
Shopee Guarantee protects buyers by withholding the payment from the Seller until the Buyer confirms receipt of the order. Once the Buyer accepts the order, the payment will be released to the seller.
Tap on “Order Received” once you have your order.
If you have not received your order yet or you’d like to return your item, you may Request for Return/Refund within Shopee Guarantee period, otherwise the payment will be automatically released to the Seller at the end of the period.
Tap on “Request for Return/Refund” in Order Details page to file your request.
Buyers are allowed to have a one-time 3 day extension of the Shopee Guarantee period if they have yet to receive their products.
Tap on “Extend Shopee Guarantee” in the Order Details page to do so.
Please note, if you have not received your order/s yet, or you’d like to check the status of your order, you can contact the Seller through our in-app chat feature.
If the concern remains unresolved after reaching the seller, the Buyer can submit a refund request by clicking on “Request for Return/Refund”.
If the Seller chose to “Submit Dispute to Shopee”. Shopee shall mediate between you and the Seller to resolve the problem.
How does Shopee Guarantee works for Seller?
Shopee Guarantee protects sellers by verifying buyers’ payment before allowing the seller to ship out the order.
If the buyer have received the order but haven’t tap the “Order Received” button, the payment will still be released automatically to the seller once the Shopee Guarantee period ends.
Sellers are advised to ship out the order within Estimated Delivery Time; otherwise, the payment will be automatically refunded to the Buyer at the end of the Shopee Guarantee period.
Please note, you can provide order updates to the buyer by using our in-app chat feature.
If a buyer raised a Return/Refund request, you may “Submit Dispute to Shopee”. Shopee shall mediate between you and the buyer to resolve the problem.
For more details on the dispute process, click here.
Shopee Guarantee applies to Shopee supported payment methods only.