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SB19 OFFICIAL GENERAL MERCHANDISE FREQUENTLY ASKED QUESTIONS:
When will I receive my SB19 Our Zone Merch?
Your orders will be shipped out within 2-4 weeks from the day of your purchase. Once shipped out, the standard delivery time varies per destination:
Metro Manila: 3 days
Provincial: 5-7 days
International deliveries: 7-14 days
For COD orders, you will receive a notification via text or call on the day of delivery.
Please understand that holidays and natural circumstances that’s beyond our control may affect the delivery time.
What is SB19 Our Zone Gift Card?
The SB19 Our Zone Gift Card is a complimentary item purchased together with the SB19 Our Zone Concert tickets.
The SB19 Our Zone Gift Card is worth P1000.00 and is applicable to all SB19music.com merchandise. It can also cover the shipping fee.
The SB19 Our Zone Gift Card is non-refundable, non-exchangeable for cash, and no expiry.
The SB19 Our Zone Gift Card is transferrable.
Partial redemption is not allowed.
How can I get my SB19 Our Zone Gift Card?
A customer support will send you an email with your Gift Card unique code. You may also email sb19ozone@gmail.com.
How to use the SB19 Our Zone Gift Card?
Your SB19 Our Zone Gift Card code must be entered at the check-out page prior to payment and it will be automatically deducted from the total amount of your order.
What is COD?
COD means Cash on Delivery which enables you to pay the total amount of your purchased item/s and the shipping fee upon receiving the package.
Our rider will contact you via call or text on the day of delivery.
Why there is no shipping fee for my International Address?
For International orders, your shipping fee will be calculated separately. Choose Pick-up option to check-out. A customer support will send your shipping fee invoice via email.
I already purchased LSv3 before and I would like to order LSv2+, can you ship them together to avoid another shipping fee?
Yes. If you’re a LOCAL customer and already purchased a Light Stick Version 3, we can waive the shipping fee for your LSv2+ order by choosing PICK-UP on check-out.
Please note that you can ride only 1 LSv2+ for every (1) LSv3 purchase as these can fit in 1 courier pouch. The maximum quantity of LSv2+ that you can order without additional shipping fee depends on your paid LSv3 order quantity.
Can I cancel my LSv3 order and purchase it again with the new pick-up option?
No. While we try to better our system, we are sorry to inform you that the orders created before this NEW pick-up option CANNOT be canceled. However, you can utilize it if you're going to buy LSv2+ and for future purchases.
Where and when can I pick-up my order?
The pick-up address is in Quezon City, Metro Manila, Philippines starting January 8, 2022. Previous pick up orders will be catered in San Juan City. Please wait for our email notification.
Pre-order items may take 6-8 weeks processing from the day of your purchase. A Customer Support Representative will contact you via email once your order is ready for pick-up and to give you further details on pick-up address, schedule, and point of contact. Once the schedule is confirmed, you will receive a Pick-up Order Confirmation email.
How can I pick-up my order?
You need to present the Pick-up Order Confirmation that we will send you via email in order to claim your order.
Can I use delivery applications to pick-up my order such as Lalamove, Grab, etc. ?
No. We have partner couriers to deliver your orders. Please DO NOT choose PICK-UP option if you will use third-party delivery.
When can I expect the delivery?
For pre-order items, please expect 6-8 weeks delivery time from the day of your purchase.
What if I didn’t receive the package?
We will investigate with our partner couriers and we will contact you to discuss resolution. Please note that if the package has been returned to us due to 2 failed delivery attempts, you will be charged for the return fee (charged by the courier) plus another shipping fee to reship the package.
We highly suggest keeping your lines open to avoid this unpleasant situation.
What am I going to do if I receive a damaged item?
Kindly email us at merchandise@suezph.com within 48 hours after unboxing. Make sure to attach photos or a short video of the damaged item. The damaged item is non-refundable but can be replaced following our Exchange Policy.
Exchange policy
For products normally used within the warranty period (I month)
Exchange policy is voided if:
The warranty period has elapsed
Malfunction or damage due to negligence during use
A malfunction or damage occurs due to natural disasters
I cannot submit my details because of the required field Apartment, suite, etc. What can I do if I do not have Apartment,suite, etc. on my address?
Put N/A if not applicable.
Where is my order confirmation email?
If you cannot find your confirmation email in your Inbox, check other folders such as Social, Promotion, Spam, etc.
Why did I receive 2 or more order confirmation emails with different order numbers?
When ordering on our website, once you reach the payment method page, the system will automatically generate an order for you. If you received 2 or more order confirmation emails, it means that you went back to the order page and created a new order. Please be informed that you will receive a Cancel order email for other orders you created which were not paid. Always check the order numbers on the emails to avoid confusion.
How long is the given time to complete the payment?
Make sure to fulfill the payment within 15 minutes. Otherwise, your order will be canceled by the system and you will receive a cancel order email. This limit is provided by the payment gateway for your bank account or e-wallet account's security.
Why is my order canceled?
If you did not fulfill the payment for a reason such as change of payment method, not enough balance on your account, transaction timeout or authorization took too long to complete, the system will automatically cancel that order.
Where is my refund for the canceled order?
In this case, please understand that we do not charge for any system-generated canceled order. In case the amount has been taken from your account, it means that it was put on hold by your bank or e-wallet you used. You may contact them for further assistance regarding this matter.
What are the payment options?
E-wallets: GCash, GrabPay via Paynamics
Bank Transfer: BPI, BDO, UnionBank
Payment using credit card is not YET available
Are there any other distributors of the SB19 Official Merchandise?
None. SB19 Official Merchandise is only available here at SB19 Official Website. In case you have seen or purchased from an unauthorized seller, please report at merchandise@suezph.com.
Can I cancel my order and get a refund?
No. Your order cannot be canceled and the item is non-refundable.
When will the LSv3 introductory price of P1,499 end?
This offer is only available until supplies last.
Merch Packaging Materials:
Light Stick Version 2+
-has a protective sheet on each side of the acrylic material to protect it from scratches. (peel it off before using)
-is covered with bubble wrap and packed in a corrugated box to avoid damages during shipping.
We also add layers of bubble wrap outside the corrugated box to add more protection.
Light Stick Version 3
-is packed in a clear plastic to protect it from scratches.
-is secured in a hard box with SB19 Logo.
-is also protected with a corrugated box and bubble wrap to ensure you'll receive your order in good condition.
