FAQs on Rustans.com

Read about the Frequently Asked Questions on Rustans.com operations during the Enhanced Community Quarantine Period. LAST UPDATE ON MAY 28, 2020.

Important information about deliveries during Covid-19

Due to ECQ/MECQ/GCQ conditions across the Philippines, we must take extra care with your order and it will take longer.

Limitations on manpower and transport for safety reasons, means our normal processing times are delayed. These conditions affect the time needed to pack your order, to transport your order, or to pass check points.

Processing, packing and dispatch of orders takes place Monday to Friday, and may take more than 1+ week, followed by delivery time to your location.

You will receive tracking information once your package is on its way. If your order is delayed for more than 10 days, you may contact us and await a detailed reply. 

Thank you for your patience and understanding during this challenging time.

1. Can I still order from rustans.com while Luzon is under Enhanced Community Quarantine?

Yes. Rustans.com remains open to take orders at this time. We can now deliver essential items, clothing, accessories, cosmetics, kids’ items, and homewares.

Disclaimer: Some products are subject to delivery from our brand partners and may be delayed by limited transport and manpower during both ECQ and GCQ. Our partners and our team are working hard to serve your needs as best we can in these circumstances.

Cosmetics or heat-sensitive products must travel via sea to some provincial areas due to restricted ECQ air services. Should you wish to include cosmetics and heat-sensitive items in provincial orders, this will be at the customers' own risk. We will do all that we can to carefully pack the items but cannot guarantee climate conditions in transit.

2. I contacted Customer Service yesterday but did not receive a reply

We are experiencing a high volume of messages. Please allow 24-72 hours for a detailed reply on your order.

3. Which areas can you deliver to during ECQ?

We can deliver to the following areas:

IMPORTANT: Delivery times stated below do not include processing and packing of your order. These times are approximate only.

LUZON

Serviceable Areas Delivery Time not including processing time

NCR

All cities

Approx 3 Days

CAR

Baguio

Approx 5 Days

Region II

Isabela
Nueva Vizcaya
Tuguegarao

Approx 5 Days

Region III

Nueva Ecija
Pampanga
Subic
Tarlac

Approx 5 Days

Region IV-A

Cavite
Laguna
Quezon

Approx 5 Days

Region IV-B

Mindoro
Romblon

Approx 7 Days

VISAYAS (via sea freight transfer)

Serviceable Areas Delivery Time not including processing time

Region VI

Iloilo
Bacolod

Approx 10 Days

Region VII

Cebu
Dumaguete

Approx 10 Days

MINDANAO (via sea freight transfer)

Serviceable Areas Delivery Time not including processing time

Region XI

Cagayan De Oro

Approx 15 Days

Region XI

Davao

Approx 15 Days

Delivery to Collection Hubs

In some areas we cannot reach residents’ home directly, we can deliver to the following Air 21 Hubs for customer collection:

Collection Hub Delivery Time not including processing time

Region I

La Union
Laoag
Pangasinan
Vigan

Approx 5 Days

Region IV-A

Batangas

Approx 7 Days

Region IV-B

Marinduque
Palawan

Approx 7 Days

Region V

Daet
Sorsogon

Approx 7 Days

You will need to present ID and your order number or email receipt for collecting packages.

Call-in cut-off time is 12NN and pick-up closing cut-off time is 3PM.

4. My delivery address is outside the areas specified in Question 1. When can you deliver my order?

Delivery for orders outside the areas specified in Question 1, whether essential or non-essential goods, is currently on hold until the quarantine has been lifted. We continuously monitor the situation and will resume delivery as soon as the situation permits.

5. What items are available for shipping now?

Essential items, clothing, accessories, cosmetics, kids’ items, and homewares now follow the standard delivery schedule. These products have either “Essentials” or “Now Shipping” labels. However, please be mindful of delays expected and limitations on some products in point 1.

6. I ordered items that do not fall under the categories specified above. When will it be delivered?

Fulfillment and delivery of orders that do not fall under those categories is on hold until after the quarantine period, or when the government allows transportation of those products.

7. Is it safe to shop and order online at rustans.com?

Yes, we have undertaken stringent measures to ensure that our usual hygiene standards are now even more comprehensive.

Our transport partner, Air21, has also implemented extra safety measures. This includes, but not limited to:
Advisories and education and awareness campaigns to all Air21 employees on workplace safety vs. infectious diseases;

  • Deployment of safety gear, such as face masks, gloves, and personal hygiene kits to couriers, drivers, and warehouse personnel;
  • Body temperature scanners issued and given to our warehouse security teams;
  • Minimal contact is made with packages in sanitized storage facilities;
  • All international items are subject to quarantine as mandated by the Bureau of Customs;
  • Additional precautions when necessary.

We are confident that we will continue to provide a safe, secure, and pleasant shopping experience all the way to your home.  

8. I am concerned about touching money and social distancing, how will you address this with payments and deliveries?

In addition to careful handling of packages as stated above, we offer contactless payment so that you do not have to handle or exchange cash or coins with drivers.

Our contactless options online include PayMaya, PayPal, Visa, and MasterCard, and HSBC instalments. We will announce additional option in coming weeks and months.

We do not accept cash at this time.

9. I need to exchange/return my rustans.com order. How do I do it?

Our usual Returns & Exchanges information can be found here. However, we understand this may not be easy to return or exchange during Community Quarantine.

Our Customer Service Team is available to assist you via our live chat at rustans.com, email (hello@rustans.com), and through our social media channels on Facebook and Instagram from 9AM to 7PM on weekdays. Please include your order number, date of order, and full name so we can assist you better. You will be contacted within 24-72 hours as a general guide.

10. Can I return/exchange at Business Hubs or stores?

During ECQ, our stores are closed and unable to process the exchange or return requests as normal. If you have a special request or problem with items received earlier in March, please contact us via email: hello@rustans.com for assistance.
Regarding our partner service provided by Air21, all Business Hubs nationwide are closed due to ECQ and resources are focused on assisting Local Government Units (LGU) deliver essential items, such as medical supplies, Personal Protective Equipment (PPE), and food items around their respective areas and to hospitals, pharmacies, and clinics.

11. Are Rustan's staff still reporting for work?

Rustan's Department Store has prioritized the welfare and safety of its staff, including the rustans.com team, who are operating safely from home to continue serving and supporting our customers.

12. Is the Rustan's Cebu branch still open?

In compliance with Cebu City's Executive Order No. 056-A Series of 2020, we are closing our Rustan's branch inside Ayala Center Cebu effective March 20, 2020, until further notice.

13. Do you have more products or brands coming?

Our rustans.com team will continue to work on curating products and brands for all customers. Unless they are essentials, orders for these products will be delivered after ECQ is lifted or transport conditions change in compliance with government requirements.

14. I have other inquiries. How can I reach your Customer Service Team?

Our Customer Service Team is available via our live chat at rustans.com, email (hello@rustans.com), and through our social media channels on Facebook and Instagram from 9AM to 7PM on weekdays.

Please note, we are prioritizing order processing and important enquiries. We may not be able to respond to general questions on store opening times, brand or products not found online, price or stock enquiries.

For store opening times, please keep an eye on announcements on our @rustansph social channels during June.

Thank you!