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FAQ

What are your charges?

We charge a Personal Shopper Fee which is 10% of your total order plus the shipping fee to Manila. The shipping fee depends on the size or volume of your order. Also, a 5% service fee is added to your invoice if you let us purchase your items using our company card.

What is a Credit Card Service Fee?

If you let us purchase your orders using our company credit card, we charge an additional 5% fee to cover fees on credit card payments and PayPal purchases. The fee covers the cost of receiving the banking charges.

What is a Personal Shopper Fee?

For you to have a smooth transaction in buying the products you love, Californila is here as your personal shopper. The personal shopper fee is required for purchasing items from any U.S. online retail store. Not all companies ship to an international address. Californila will accommodate your orders by providing you our U.S. address. Our personal shopper fee is the handling fee to cover our labor, gas and shipping / packing supplies.

How much do you charge for shipping?

Shipping is calculated based on the size or volume of items you are purchasing and your chosen mode of shipment. – either by sea or air.

For air cargo, the rate is calculated per item weight or dimensional weight, whichever is greater. For sea cargo, shipping fee is calculated per order volume as well as your desired delivery method when your order arrives in Manila.

Are there any additional costs that will be due upon receipt of my order?

No, what you see in the invoice is the exact amount you will be billed. There will never be any additional surprise costs billed upon receipt of item.

Why am I being charged for shipping even if I choose to pick up my item?

The shipping fee we charge is the shipping of your order from the US to Manila and the shipping from our Manila warehouse to your home. If you choose to pick up your order in our warehouse, you will only be charged for the shipping of the item from the US to Manila.

Why do final shipping rates differ from the shipping estimates?

Please note that we do not know the actual weight and dimension of your item until it has actually been delivered to our warehouse. We cannot provide a final shipping cost until we have received your package and forwarded it to the courier. Also, additional rates may apply if your item is taxable or you’d like to purchase additional insurance.

What currency do you use in the estimate?

All the costs are converted to PHP using the conversion rate of the day. You will see the duty, tax, and shipping / handling charges shown in Philippine currency.

Please bear in mind that your bank or credit card company may use a different exchange rate and that exchange rates can and do vary from day to day.

How do you invoice multiple orders?

If you intend to purchase multiple items from multiple stores, the estimate you will receive will reflect the detail of each product, the unit price as well as the total price, which includes the corresponding taxes and shipping charges from the US online store.

What payment methods do you accept?

We accept deposit payments via BDO. Upon confirmation of your order, we will indicate the details of your deposit in the order confirmation email.  A copy of the deposit slip  is required to validate the report of payment.

Credit Cards are only accepted for the purchase of your order from the US online retailers. If customers choose to purchase their orders using their own card, our US address will be provided for shipping. However, payment for our services should still be made through bank deposit.

Cash on delivery is only applicable for orders picked up in our warehouse.  Customers can settle their balance upon receipt of order.

Why do you require a 50% deposit before my order is processed?

We require customers to deposit 50% of their total invoice to avoid cancellation of orders from bogus buyers. This is an assurance that you will pay for the item once we have placed your order online.  When the shipment arrives in Manila, the balance will be paid upon pick up of item or before we ship it to you.

How do I pay for my online purchases using my own credit card?

You can shop in any US online store and have your packages shipped to our US address. The address will only be provided to confirmed orders. For the billing details, enter the required information as it appears in your card and billing statement.

What if I don't have a credit card to pay for my online purchases?

You need not worry about it! We can place the order on your behalf by using our company card. You will be charged an additional 5% fee for this service to cover the cost of receiving the banking charges.

An online store won't accept my credit card, how do I continue with the purchase?

Californila will pay for the items on your behalf when the seller can’t or won’t accept credit or debit cards issued by banks outside their country. You will be charged an additional 5% fee for this service to cover the cost of receiving the banking charges.

What is a Credit Card Service Fee?

If you let us purchase your orders using our company credit card, we charge an additional 5% fee to cover fees on credit card payments and PayPal purchases. The fee covers the cost of receiving the banking charges.

Can I place an order then pay for it upon pick up of item?

No. We require customers to deposit 50% of their total invoice to avoid cancellation of orders from bogus buyers.

What are your bank account details to send my payment?

Upon confirmation of your order, we will indicate the bank details in the order confirmation email.

Can I still order if an item is not on Californila's Website?

Absolutely! You can purchase from any online US retailer and we’ll purchase the items for you. Provide us the link of the item you intend to purchase by filling out our order form. We will email you a quotation which will include the item purchase total, Californila service charges, customs fees and delivery cost.

How do I pay for my online purchases using my own credit card?

You can shop in any US online store and have your packages shipped to our US address. The address will only be provided to customers with confirmed orders. For the billing details, enter the required information as it appears in your card and billing statement.

Where will I have my packages shipped if I purchase using my own card?

You can shop in any US online store and have your packages shipped to our US address. The address will only be provided to customers with confirmed orders.

What if I don't have a credit card to pay for my online purchases?

You need not worry about it! We can place the order on your behalf by using our company card. You will be charged an additional 5% fee for this service to cover the cost of receiving the banking charges.

Is your address a PO Box address?

No. The address we will provide you is an actual address.Please note that some online stores do not ship to P.O. boxes.

Why do online stores have expensive shipping fee?

For most online stores, the shipping fee is based on either the total weight or the total price of the order at checkout. For instance, you will be charged a base shipping fee for the first item, and an incremental fee for each additional item. There are also online stores that offer free shipping when your order reaches a certain amount.

What if I have shipped my package to a wrong address?

It is the customer’s responsibility to make sure that the correct Californila address is entered during checkout. Failure to indicate the correct address could lead to misrouted delivery.

Can I order personalized or customized orders?

Yes, we are happy to process your personalized or customized orders. However, because these types of orders do require additional time and attention in both the ordering and the receiving process, it might cause a delay in receiving your order.

Can you purchase an item I won in an auction on eBay?

We can purchase the items you have won or chosen to buy it now on but not items that are still in auction. It is your responsibility to stay in contact with the seller to ensure the merchandise arrives promptly and safely to our warehouse.

What happens if an item I ordered is not in stock when you place the order?

It is your responsibility to ensure all items are in stock before requesting an estimate. However, we will notify you if an item is no longer available upon making your quotation. If an item is already out of stock by the time we place the order, we will cancel the item that is not available and will process the rest of the order, unless you have provided other specific instructions.

Will you still place my order if there is a price variance?

We will notify you if the price has changed since you submitted your estimate. If you’re willing to proceed with the purchase, we will place an order for the item.

Can I still cancel my order once it has been placed?

Sorry, we cannot accept cancellations or amendments to your order once you have submitted it. You should be certain you want to order the product(s) before submitting your order.

Can you claim offers / discounts for me?

We will always use discount codes supplied to us but we cannot accept responsibility for sellers declining,or failing to apply, discount codes. Any special instructions such as discount codes need to be supplied in the item description field.

Will you open my packages?

We open and inspect each order for accuracy and completeness. We also take photos of the order so that you too can verify the order prior to shipping.

How can repacking or consolidation save on shipping costs?

We repack and consolidate packages if you have multiple orders from different online stores. Consolidation is the process of combining multiple into a single box so all your packages will be delivered together. You will only be charged for the consolidated package instead of paying for the shipping of each package when shipped separately.

What is item repacking?

If the item is inadequately packed, we will repack it for added protection and security. Repacking an item into smaller packaging reduces the dimensional weight of your item helping you save on shipping costs.

Will you consolidate my items into one package?

We will always try to consolidate your items into one box, unless you specify otherwise. It is cost-efficient to have one large box sent instead of several small boxes.

Can I expedite the shipping of my packages?

If you need to get your package shipped to you immediately, you can opt for the Rush Shipping option, which is via air cargo. This is a more costly shipment but you’ll have your package in 7-10 business days. Air cargo charges shipping rate per weight or dimensional size of the item.

How long will my package reach the Philippines?

Once you have placed your order, consider the processing and delivery time of your order from the online retailer to our US address. This usually takes 5-7 business days. As soon as your package arrives, we will have it shipped according to your chosen mode of shipment. For orders that will be shipped via standard ocean freight, it will take 30-35 days from for the vessel to reach Manila whereas rush shipping or air cargo will take 7-10 business days. These are estimates, not guarantees; shipping time can vary depending on factors such as weather, possible customs delays, and whether the delivery address is in a city or a remote area.

Will I be notified when my package ships?

Yes! We will send you an e-mail as soon as your order ships. This email contains all of the information regarding your shipment,including its tracking number. If your order cannot ship for some reason, we will notify you as well.

What happens if I receive a damaged product?

We take great measures to ensure that packages arrive to you not only quickly, but in perfect condition! Unfortunately, in rare cases items may be damaged during shipment. We understand your frustration and we will do everything we can to resolve the issue as soon as possible! Please always take note that once a package is dropped off to the courier, we will not have any control over the package and cannot guarantee the condition of the shipment. In cases of errors or delays caused by the shipping courier, we will help resolve the dispute to the best of our abilities, but we will not be held liable or responsible for the courier delays or errors.

What if my package got lost?

We will notify you if we cannot locate your package in our warehouse. It sometimes happens that packages gets misdelivered by the shipping couriers especially if it was not labelled accordingly. We will help resolve the dispute to the best of our abilities, but we will not be held liable or responsible for the courier delays or errors. If we cannot find your package, you will get fully compensated.

Are there any items that cannot be shipped?

There are some items that are restricted and cannot be shipped with any courier. Please refer to our list of Prohibited items.

How are shipping costs determined?

The shipping cost for most items is based on the item’s size, weight, shipping method and delivery address.

How much do you charge for shipping?

Shipping is calculated based on the size or volume of items you are purchasing and your chosen mode of shipment. – either by sea or air. For air cargo, the rate is calculated per item weight or dimensional weight, whichever is greater. For sea cargo, shipping fee is calculated per order volume as well as your desired delivery method when your order arrives in Manila. Please note that we do not know the actual weight and dimension of your item until it has actually been delivered to our warehouse. We cannot provide a final shipping cost until we have received your package and forwarded it to the courier. Also, additional rates may apply if your item is taxable or you’d like to purchase additional insurance.

Do you have a flat rate for the shipping fee?

As long as your package falls under our Box Sizes, you will be charged a corresponding shipping fee. Please note that we do not know the actual weight and dimension of your item until it has actually been delivered to our warehouse. We cannot provide a final shipping cost until we have received your package and forwarded it to the courier. Also, additional rates may apply if your item is taxable or you’d like to purchase additional insurance.

What is dimensional weight?

All international carriers base their shipping rates on the greater of Actual Weight and Dimensional Weight. Dimensional weight works by calculating the cubic size of a package by multiplying its length, width and height. Once the dimensional weight is calculated, it is then compared to the actual weight of the package in some circumstances, and the larger of the two is used to determine the package’s actual billable weight.

What is Size D or Irregular Package?

Should your package not fall within the size or weight limitations specified in our box sizes, it would be classified under Size D or Irregular Package.

How long will my package reach the Philippines?

Once you have placed your order, consider the processing and delivery time of your order from the online retailer to our US address. This usually takes 5-7 business days. As soon as your package arrives, we will have it shipped according to your chosen mode of shipment. For orders that will be shipped via standard ocean freight, it will take 30-35 days from for the vessel to reach Manila whereas rush shipping or air cargo will take 7-10 business days. These are estimates, not guarantees; shipping time can vary depending on factors such as weather, possible customs delays, and whether the delivery address is in a city or a remote area.

Can I expedite the shipping of my packages?

If you need to get your package shipped to you immediately, you can opt for the Rush Shipping option, which is via air cargo. This is a more costly shipment but you’ll have your package in 7-10 business days. Air cargo charges shipping rate per weight or dimensional size of the item.

Why do final shipping rates differ from the shipping estimates?

Please note that we do not know the actual weight and dimension of your item until it has actually been delivered to our warehouse. We cannot provide a final shipping cost until we have received your package and forwarded it to the courier. Also, additional rates may apply if your item is taxable or you’d like to purchase additional insurance.

Can I pick up my package at your warehouse to save on shipping cost?

Customers are welcome to pick up their orders Monday through Friday, 9am to 6pm. However, you will still be charged for the shipping of your package from the US to Manila.

Why am I being charged for shipping even if I choose to pick up my item?

The shipping fee we charge is the shipping of your order from the US to Manila and the shipping from our Manila warehouse to your home. If you choose to pick up your order in our warehouse, you will only be charged for the shipping of the item from the US to Manila.

What couriers do you use to send your shipment?

For shipping from the US to the Philippines, our primary courier is LBC. We also ship via Johnny Air and XYZ Global Express depending on the product ordered. Once the shipment arrives in Manila, we use Xend, LBC or Ninja Van for local delivery.

How do I become an agent?

  • Fill out our Agent / Reseller Application Form.
  • Upload a photo of yourself and an identification card for verification.
  • Provide a personal reference, his/her phone number and your relationship with him/her.
  • In the Sales and Delivery Tab, choose from the options your estimated volume of orders per month.
  • Select a preferred pick up method for your orders.
  • Let us know how you heard about Californila by selecting from the given options.
  • If you’re ready to become an agent, check on the “Yes, I want to be an agent!” then submit your form.

How do I know if my application has been approved?

We will send you a confirmation email with your agent/reseller code upon approval.

What are the benefits of being an agent compared to being a mere customer?

You will get 10% commission on every customer or referral you make on items on our online store or on-hand and 5% commission on special orders. The more customers you have, the bigger your commission.

How will I get my commission?

Please make sure that your customers enter your agent code on the coupon section when they checkout for you to have your 10% commission. Commissions are paid every 1st of the month. You can also request a summary of your commissions at anytime.

What if my customer forgot to enter my agent code / re-sellers ID?

In case your customer forgot to include your agent/reseller code, you can report the incident using our Contact Us Form and indicate Agent Claim Form as your subject. Provide us the customer name and their order so we can immediately trace the transaction. You can also place the order for your customers to make sure they won’t forget to enter your agent code in the coupon section.

How can I make my customers enter my agent code?

This is really up to you on how you can entice your customers to enter your agent code. You can give them freebies like a pen or anything of use.

I'd like to set up my own online store but I'd like to order from you. Do you offer resellers discount?

Yes, we do offer discounts. As a registered agent, you will receive a 3% discount on the personal shopper fee. Promos / coupon codes cannot be combined with other discounts.

How can I get the orders from Californila?

You can pick up the order from our office or have the item shipped directly to your home (for an additional fee). For further details, visit the Shipping Rates page.

Are the coupon codes or promotions also applicable to Agents?

We do apologize but the answer is no. Saving 3% on the Personal Shoppers Fee is greater than the promotional codes we give out.