FAQ

GENERAL

Are Bili prices higher than in-store?

Bili is an independent warehouse based- online grocery business. We get our supply of groceries from different suppliers. Our prices are almost same as what is in-store. 


Why can’t I find my address on Bili?

Bili currently serves most parts of Makati, BGC, San Juan and Mandaluyong. As a growing business, we aim to cover as many locations as we can. Rest assured you’ll be notified as soon as we add locations up to our current list.


Why haven’t I received order confirmation/final receipt?

We send you the order confirmation immediately after you have placed an order. Our customer service can assist you in situations like this.

We are reachable through mobile application feedback, email, and text message.


Why are items missing from my order?

If there is/are missing item/s from your purchase, our rider will call us to report the situation. We will then call you to confirm the work around for the issue. Our rider will come back and deliver that missing item with a cashback for free delivery for that instance.


What happens if an item is out of stock?

As a warehouse based online grocery business, we eliminate this problem by posting items that are present on our warehouse. We will not post what we don’t have for convenience to our customers and faster delivery service.


What other payment facility do you have?

Right now, we only have COD or Cash on Delivery option. We will notify you through all available means once we have Mastercard, Visa, Paypal and debit card payment options. 



How do I leave instructions for the delivery man/ rider?

Our trained riders will contact you through text message before arriving to your location, and once he arrived in your location. He also has 15 minutes waiting period per delivery location giving our customers ample time to get their groceries from our riders.


ABOUT US

What is Bili?

Bili is a mobile application downloadable through GooglePlay and AppStore. We are warehouse based grocery who gets our supplies from the finest brands in the country. Our delivery rider will make sure you get your shopping on your selected delivery schedule. 


How is Bili different from other online grocery stores?

Other online stores available in Philippines are basically personal shoppers who will still go through long lines in the grocery before getting the items to your doorsteps. Meanwhile, Bili has its own warehouse and inventory of items. We only put in the application what is surely in our stock, paving way for fast and worry- free grocery shopping.


GETTING STARTED

How do I start shopping?

You can window shop all you want! But to add items to your cart / favorites, you have to sign in via Facebook login and put in the your mobile number and address. 


How do I place an order?

Search for products and press the add button to put the product into your cart. If you have decided to you have shopped enough, go to your “My Cart” page and review your items and total cost. If you are good to go, you can now proceed with checkout.


ORDERS

Where does my grocery order come from?

Products will come from Bili’s warehouse located near from our serviced locations.


Is there a minimum order?

No. However, if you would like to get free delivery, a minimum spend of ₱2,000 is required. Otherwise, a delivery fee of ₱50 applies.


How is my order confirmed?

Bili will send a text message confirming the receipt of your order.


How do I order in bulk (20 or more pieces of the same item)?

If you would like to order in bulk, please place your order 5 days in advance. This will help us to ensure the items are readily available.


DELIVERY

What are Bili’s delivery hours?

We deliver from 7am - 11pm daily. However, we do not deliver on All Soul’s Day, Christmas Day, and New Year. You may still place orders during holidays, but our riders will resume regular delivery on the next working day.


How soon can I receive my order?

The soonest will be 90 minutes after your order has been confirmed. Deliveries are subject to available slots.


How far in advance can my order be?

You can place your order up to 14 days in advance.


What can I do if my Bili delivery is late?

At times, severe weather conditions, like heavy rain or typhoon, can cause delays due to traffic or concern for the safety of our riders. If this happens, we promise to keep you informed and deliver your order as soon as we can.

In regular cases, we track down our riders' time per delivery. We will make sure you are informed on the status of your purchase delivery. 


Who delivers my groceries?

We have riders who wears our Bili uniform as identifier.


Can I change my 1-hour delivery time slot?

You can reschedule orders if your delivery is more than 1 hour away.

An order can be rescheduled only 1 time. If you have already rescheduled your order once and realize that you can’t be at home to receive it, with your consent, we can leave your order at the doorstep or with your next door neighbors upon your consent.


What if I’m not at home to receive my order?

If you miss your delivery, we will contact you through call. We only allow 15 minutes waiting period for our riders per delivery. You may also inform us if you authorized another person to receive the item. We will charge the same delivery fee of ₱50 for redelivery situations.


What is Bili’s cancellation policy?

You can cancel orders from us if your delivery is more than 1 hour away. We can't cancel if rider is already on its way for delivery. Any changes must be made after you receive order confirmation.

To cancel, please contact us via text or our message box in the app. 


Does Bili check ID for alcohol purchases?

Yes, only customers who are older than 18 years of age can order alcoholic beverages.


PAYMENT & FEES

What payment methods does Bili accept?

Only Cash on Delivery as of the moment. We will notify you as soon as we accept payment via Mastercard and Visa.


How does Bili process payments?

For now, we only do Cash on Delivery. Upon checking out, you can specify how much you will pay so that we can readily prepare your change. 

Stay tuned, as we will soon be having additional payment options to serve you better!


How much does delivery cost?

Delivery is free with a minimum order of ₱2,000. 

Otherwise a delivery fee of ₱50 applies.


CUSTOMER CARE

What should I do if I am unsatisfied with the items delivered to me?

Riders by practice should offer the initiative of checking all items are of good quality before leaving the address. Customers will have to sign an after sales bond that all has been checked thus, thus preventing dissatisfaction on our products and services.

But, should there be special cases, we will do our best to make things right for you. You may contact us through email or call our mobile number provided.


TECHNICAL

Help! I’ve forgotten my password.

Bili only uses your Facebook login as your Bili account. If you have authentication problems, this means that you might have some problems with your Facebook account. Kindly contact Facebook for more information. 


How do I change my delivery address?

In your Account page, you can add and/or delete addresses which you can select during checkout. Upon checkout, you can simply choose one of these addresses or easily add a new one!


How do I change my personal information?

You can update your personal information in your Account page.


Why do you need my contact information?

We need your contact information so we can keep in touch with you in case there are any issues with your order. For more details, please check our Privacy Policy.


Is my information secure with Bili?

Bili is committed in keeping your information safe! Bili collects very minimal information and then securely stores that information on one of the world's largest cloud provider. 


My application is crashing. What do I do?

We apologize for that unfortunate event! If that happens, try restarting your mobile phone and updating the app before running again. It might be a one time thing! If the crash is recurring,  kindly report the crash through our contact details so that we can immediately address it and prevent it from happening again.


I could not proceed to checkout, what do I do?

Make sure to correctly fill all required fields in the checkout page. If this is not the problem, kindly send us a feedback and report a bug.


FEEDBACK

How do I contact Bili to give feedback?

We have feedback box on our mobile application. But if you have thorough issues to discuss, you may contact us through our email at admin@bili.com.ph