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Frequently Asked Questions

    About Us

  • Sterling Galleon Mercado is a Hyperlocal Online Marketplace geared towards serving customers and sellers as we make way for the new normal. We are an extension of Galleon.ph, a long standing e-commerce site operating since 2012 and is part of Sterling Paper group of Companies which showcases products NOT available in the Philippines.

  • We have formed a skeletal team working from home to address your concerns and inquiries. For now, you may reach our Customer Support Team via:

    Live Chat through our FB Page: https://m.me/galleonmercado
    Email: [email protected]

  • Accounts and Registration

  • You may buy from Galleon Mercado as a Guest or you may register as a Buyer after placing an order. Please make sure that the mobile number and email address you used upon checkout is the one you will use upon registration.

  • To register an account:

    1. Go to our Galleon Mercado website at http://mercado.galleon.ph/home
    2. Click on the icon at the upper right side of the page
    3. Click "Sign Up Here"
    4. Please enter your Full Name, Mobile Number and Password
    5. Then Click on "Sign Up" (For verification purposes, we send a 4 digit code to the registered mobile number)
    6. Type in the 4 digit verification code we sent on to your registered mobile number and click on "Submit" to register
    7. You will be redirected to the Login Page
    8. Now type in your Registered Mobile Number and Password to start Shopping.

    1. Go to our Galleon Mercado website at http://mercado.galleon.ph/home
    2. Click on the icon at the upper right side of the page
    3. Click on "Forget Password"
    4. Enter your registered Mobile Number
    5. We'll send you a 4 digit verification code on to your registered mobile number and type in the code and click on "Submit"
    6. You may now type in your new password and confirm it.

    NOTE: If an error still exists, please report by contacting our Customer Service Team via FB live chat: https://m.me/galleonmercadoor you may send an email to [email protected]

  • Please report by contacting our Customer Service Team via FB live chat: https://m.me/galleonmercado or you may send an email to [email protected] if your account got deactivated.

  • Browse Products

    1. Go to Galleon Mercado page http://mercado.galleon.ph/home
    2. Click on the city you are in (with Hyperlocal Services, Galleon Mercado display stores delivering within your area)
    3. On the top left, choose which Department your product is in,
    4. Browse product categories/sub-categories or shop by Brands or,
    5. You may also sort the products by: most popular, biggest discount amount, featured products, newest, etc.

    1. Go to Galleon Mercado page http://mercado.galleon.ph/home
    2. Click on the city you are in (with Hyperlocal Services, Galleon Mercado display stores delivering within your area)
    3. Then Click the "Search Bar" and type in the item or product that you are searching for

  • Orders

    1. Go to our Galleon Mercado website at http://mercado.galleon.ph/home
    2. Browse categories/sub-categories or use product search to find product you want to buy
    3. On the product page, click on "Add to Cart" for the product you wish to buy. Please make sure to check the product detail page for variation. You may choose or indicate preferred; quantity, color, size, etc. You may also type in the promo code.
    4. Once you click on “Add to Cart”,, you will be redirected to the “Shopping Cart”.
    5. Select the products you want to buy from your Shopping Cart and click ”Proceed to “Checkout” Out
    6. On the Check Out page, type in your personal information: Full Name, Mobile Number, Email Address, Billing Address, Shipping Address
    7. Please check product summary. Note: You may click on "Change my Cart" if you want to go back to the "Shopping Cart" if there will be changes on your order.
    8. Choose your Payment with various payment service providers to process your order.
    9. Lastly, you must check the box that shows agreement and consent to the Galleon Mercado Terms and Conditions and Privacy Policy, before you click on "Submit Order

  • Yes, you may add multiple products from different Sellers in your cart at once.

    1. On the Search Bar under "My Cart" you may either type in the Store where you want to shop or type in the name of the product you want to add in your cart.
    2. Then click on the "Cart Button" to review the products you have in your cart,
    3. Click on "Proceed Checkout" once you are done shopping.

  • Payments

  • On the checkout page, you may choose from the following payment methods:

    1. Via Paypal (for credit card) and Dragonpay
    2. Via Online Banking: BPI, Chinabank, East West Bank, Metrobank, PBCom, PNB, PSBank, RCBC, Robinsons Bank, Security Bank, Sterling Bank, UCPB, Union Bank.
    3. Via Mobile App: AUB, BPI, Chinabank, Landbank, Maybank, Metrobank, PNB Savings Bank, UCPB, Unionbank, GCash, PayMaya
    4. Via Over the Counter: Bayad Center, Chinabank, East West Bank, Equicom, ECPay, Landbank, LBC, Malayan Bank, Metrobank, M. Lhuillier, PNB, RCBC, Security Bank, SM, Sterling Bank, Sun Savings Bank, UCPB, Unionbank
    5. Via GCash/PayMaya Virtual Card Pay for Credit Card/Paypal or to transfer money to our BDO Account.

    Note: Payment will be in prepaid in FULL prior to fulfillment of an order

  • Cash Upon Delivery is not available for all transactions for Buyers protection. Galleon Mercado secures Buyers by holding money until the tracking shows that your order is delivered, this way Sellers are not able to scam Buyers. Also, Sellers ship items through their preferred Delivery Partners which we do not have control in Cash Upon Delivery (COD).

    We are encouraging Buyers to make payments using these convenient and secured Payment Methods: (Click Here)

    1.  On the Checkout page, click on Choose Payment
    2.  Under "Via Over the Counter", choose the payment center that is convenient to you:

    For Bayad Center/ChinaBank/EastWest Bank/ ECpay/ LandBank/ LBC/ Metrobank/ M. Lhullier/ PNB/ RCBC/ Robinsons Bank/ Security Bank/ SM/ Sterling Bank/ UCPB/ UnionBank

    1. Redirected to dragon pay and enter your source of payment.
    2. Then enter your email/number.
    3. Then you'll receive an instruction on how to pay in your email or mobile number.

    For Equicom / Malayan Bank / Sun Savings Bank

    1. Click on "Instructions"
    2. Then follow on how to pay using the mobile app via instapay.
    3. Once done enter confirmation reference and upload a screenshot of the confirmation from the app.
    4. Then press confirm

  • You don't need to create a Paypal Account if paying with Credit Card/Debit Card. Please follow these step-by-step instructions:

    1. On the checkout page, choose "Paypal" as your payment method, then press â"Confirm Payment" You will be redirected to Paypal website.
    2. Press "Pay with a Bank Account or Credit Card" Button
    3. Type in your Card details, Billing Address, Contact Information, and make sure to agree on Paypal's Privacy Statement
    4. Press "Pay Now" button
    5. Optional: After payment Press Button "Return to Merchant"

    Note: No need to create a Paypal account if paying with credit/debit card. Subsidized Paypal Transaction Fee of 4.5% + Php 15.00 to be shouldered by the Buyer.

    1. On the Checkout page, click on Choose Payment
    2. Under "Via Online Banking", choose your preferred Bank:

     For BPI/Chinabank/Metrobank/PNB/Security Bank/Sterling Bank/UCPB/UnionBank

    1. You will be redirected to DragonPay, choose your source of payment.
    2. Then type in your email/number.
    3. Then you'll receive instructions on how to pay through your email or mobile number.

     For Eastwest bank/PBcom/PSBank/RCBC/ thought Robinsons Bank

    1. Click on "Instructions"
    2. Then follow on how to pay using the mobile app via Instapay.
    3. Once done, type in the confirmation reference and upload a screenshot of the confirmation from the app.
    4. Then press confirm.

    1. On the Checkout page, click on Choose Payment
    2. Under "Via Mobile App", choose the mobile app that is convenient to you

    For AUB/ BPI/ ChinaBank/ LandBank/ MayBank/ Metrobank/ PNB/ UCPB/ UnionBank

    1. Click on "Instructions"
    2. Then follow on how to pay using the mobile app via Instapay.
    3. Once done, type in the confirmation reference and upload a screenshot of the confirmation from the app.
    4. Then press confirm.

  • For GCash Payment:

    1. Open the GCash App
    2. Select "Show More" and then select "Pay Online"
    3. Select Pay with American Express VirtualPay"
    4. Enter your Email Address
    5. Confirm by selecting "Okay"
    6. You will receive a confirmation sent to your email, and you can now enjoy using your GCash American Express Virtual Card to pay via Paypal, Credit Card, you may also use bank transfer option to deposit to our BDO account

    For PayMaya:

    1. Once you successfully register from PayMaya
    2. Open the PayMaya App to activate your virtual card
    3. Select "Online Payment Card Number"
    4. Type in your personal information
    5. You now have your very own PayMaya virtual card to pay via Paypal, Credit Card, you may also use bank transfer option to deposit to our BDO account.
  • Buyers can only change the payment method if the payment has not been made yet. You can choose your payment methods on the checkout page.

  • Shipping and Delivery

  • Galleon Mercado has partnered with various and trusted logistics providers nationwide to get your orders delivered fast. However, it is the Seller's prerogative whom to use, they can also use their own fleet of riders if they have any, therefore Buyers should contact the Seller to discuss shipping option and fees.

    Seller's may set their logistics providers:

  • Shipping options are based on the option/s set by the Seller, thus if there's none, Buyers should contact the Seller directly to discuss it with them.

    1. Visit http://mercado.galleon.ph/home
    2. At the top-right corner, click on "Track my Order"
    3. Type in your "Order No" and the "Cellphone No." you used upon registration or checkout
    4. Click on "Submit"

  • We highly recommend that you constantly check and track the status of your orders through the Galleon Mercado Website from time to time.

    1. Buyers can also check with the Delivery Partners set by the Seller. Sellers on the other hand should provide details such as Name of delivery company, the tracking number, etc through the website.
    2. Buyers must contact the Seller to make a follow up and Sellers must respond to the Buyer soon as possible, and
    3. If there is no response from the Seller within 3 business days, Buyer(s) can request for a return/refund by contacting Galleon Mercado Customer Service Team. Galleon Mercado customer service will respond to the Buyer within 2 business days with the resolution.

  • In the event the item the Buyer purchased is damaged, lost or failed to be delivered:

    1. Buyers must contact the Seller directly to report and Seller must provide a possible resolution within 1-3 business days. Galleon Mercado on the other hand will hold the Buyer’s payment not until the Seller provides a resolution.
    2. If there is no response from the Seller after 3 business days, Buyer(s) can request for a return/refund by contacting Galleon Mercado Customer Service Team. Galleon Mercado customer service will respond to the Buyer within 2 business days with the resolution.

    Refer to this link: https://mercado.galleon.ph/document/terms-and-conditions for Galleon Mercado’s Terms and Conditions about returns/replacements/refund.

  • Buyers can contact the Seller directly if order pick up/drop off is possible.

  • Seller(s) can immediately prepare delivery on the same day/next day once a Buyer’s payment for the order has been remitted and verified, but again Buyers must contact the Seller directly to discuss their delivery options and cost if it is not set.

    1. Same day if order payment is received and verified by Galleon by 1PM
    2. Next day if order payment is received and verified by Galleon after 1PM

  • Delivery of an order varies from item to item and seller to seller. Again, Buyers must contact the Seller to discuss delivery options and cost.

  • Cancellations, Returns and Refunds

  • Orders can only be cancelled when the items are not yet handed over to the Delivery Partners set by Seller. Buyer must contact the Seller directly to request for cancellation of an order.

    Refer to this link: https://mercado.galleon.ph/document/terms-and-conditions for Galleon Mercado’s Terms and Conditions about returns/replacements/refund.

  • Orders can be returned if Seller agrees to the return of the item. Buyer may request a return or replacement by contacting the Seller directly. Shipping costs in returning the item should be agreed upon by Buyer and Seller. Shipping cost for the delivery of any replacement should be agreed upon by Buyer and Seller.

    Buyer may return an order when the following conditions are met:

    • Damaged Item
    • Defective Item
    • Wrong item delivered
    • Missing items/parts
    • Does not fit
    • Used items
    • Items not as advertised
    • Item may not be authentic
    • Expired product

    The following may not be returned or replaced depending on Seller:
    • Goods that are perishable or may otherwise deteriorate or expire rapidly, such as groceries;
    • Goods that are not suitable for return due to health protection or hygienic reasons, such as cosmetics, swimwear and underwear.

    Refer to this link: https://mercado.galleon.ph/document/terms-and-conditions for Galleon Mercado’s Terms and Conditions about return/replacement/refund.

  • In the event a problem arises in a transaction, the Buyer and Seller agree to communicate with each other first to attempt to resolve such dispute by mutual discussions. If the dispute cannot be resolved by mutual discussions after three (3) business days, Buyers may contact Galleon Mercado to arbitrate and provide a resolution within two (2) business days.

    Refer to this link: https://mercado.galleon.ph/document/terms-and-conditions for Galleon Mercado’s Terms and Conditions.

  • Galleon Mercado will provide refunds to Buyers via Bank transfer for Cancellations and Disputes. Galleon Mercado shall have no liability for refunds offered by Seller in excess of the purchase price.

     Refunds is initiated when the following conditions are met:

    1. Order is cancelled by Seller
    2. Order is cancelled by Buyer and Seller approves
    3. Products not delivered by seller
    4. Disputes in favor of Buyer

     *Important Reminders:
    1. Return/Refunds due to change of mind will not be accepted.
    2. Please note that it depends on the type of product. Return of personal items such as undergarments, innergarments, perishable goods and grocery items, and adult products is prohibited.
    3. Buyers can only request for a return/refund once the dispute has been approved by Galleon Mercado.

  • Once a return/refund is approved by Galleon Mercado, Buyers will be notified through email and SMS. Refund process usually takes 8-10 business days.  

    *Follow the instructions on how to request for return/refund:

    1. Provide us your Full Name, Phone number you used upon placing the order and the Order No.
    2. Give us a detailed reason why you request for return/refund.
    3. For now, Buyers may contact our Customer Service Team through:
      Live Chat through our FB Page: m.me/galleonmercado
      Email: [email protected]

    Refer to this link: https://mercado.galleon.ph/document/terms-and-conditions for Galleon Mercado’s Terms and Conditions.