Contact Us/Q&A

Office Address: 99 Ramon Magsaysay Avenue, Guadalupe, Makati
Telephone: 8845-2391 loc 1 / 7956-7720

Email: info@cnaphils.com.ph

FAQ


Click the below link!

CNA Stores

  1. You can select the purchase by registering an account or by logging-in.
  2. Browse our products, and if you see something you like click “Add to cart” to surf more or “Buy Now” to order immediately.
  3. After you finish selecting the items you would like to purchase, proceed to “Cart” and click “Checkout”.
  4. At the Checkout page, you may review your order summary.
  5. Choose your shipping method.
  6. Input or confirm your Delivery details if you selected Door-to-Door delivery. Kindly make sure that all shipping details (Name, Address, Post Code, Contact Number, etc.)are correct to avoid problems with the delivery.
  7. Review the items for your purchase.
  8. Input your coupon if you have or if you want to use your C-Cash (Reward points), input the amount you want.
  9. Select your Payment Method.
  10. Read the Terms & Conditions.
  11. Proceed to “Confirm order” once you finish all requirements.
  12. You will be redirected to the Dragonpay page for payment if you chose Dragonpay Payment Option.
  13. You will receive an email for order confirmation once we receive your order.

You may pay for your orders by Credit Card, Online Banking, Bank deposit, ATM, Non-banks deposit, or Cash on Delivery.

  1. Cash on Delivery: Please prepare the exact amount of your order. Pay the COD amount to our delivery partner before opening your parcel. (UNAVAILABLE UNTIL FURTHER NOTICE)
  2. BDO Bank Deposit : For direct Bank Deposit to CNA's BDO account, all details will be sent through your email. Please follow the directions and kindly send your payment information through the Payment Confirmation page.
  3. Credit Card (CURRENTLY UNAVAILABLE) : Visa, Mastercard
  4. Dragonpay:
  1. Online Banking: BDO, BPI, Metrobank, Chinabank, Unionbank, RCBC, UCPB, Eastwest, PNB, Maybank, Sterling Bank
  2. Over the counter banks (Bank deposit): BDO, BPI, Metrobank, Chinabank, Unionbank, RCBC, UCPB, Eastwest, Landbank, PNB, Maybank, Sterling Bank
  3. ATM: BDO, Chinabank, Unionbank, RCBC, UCPB, PNB, Maybank
  4. Over the counter Non-banks: LBC, SM Payment Counters, M. Lhuillier, Robinsons Dep’t Store, Bayad Center, ECPay

Regular Orders, will be processed once your payment has been received and your order status is changed to “Payment Completed”. Processing will take 1-2 working days.
Cash on Delivery Orders, will be processed within 1-2 working days after we receive your order.(UNAVAILABLE UNTIL FURTHER NOTICE)
Pre-Order Album/Merchandise, will be processed once the items have arrived at our office. Estimated time of arrival (ETA) of the ablum/merchandise is 3-4 Weeks after its Release Date in South Korea.

Please contact us if the status of your order does not change within the said days.

  1. Pending - CNA has received your order but you have not paid or verified your payment. CNA will not process pending orders.
  2. Payment Completed – your order and payment has been received and CNA will process your order soonest possible.
  3. Pending-COD – CNA has received your order through COD payment. Your order will be processed within 1-2 working days. (UNAVAILABLE UNTIL FURTHER NOTICE)
  4. Processed – your order has been packed and is ready to ship or is ready to be delivered at the designated CNA store or to our shipping provider.
  5. Shipped – your order is already with our shipping provider. CNA will be providing you with your tracking number.
  6. Ready for pick-up – your order is already available to be picked-up at your chosen CNA store.
  7. Cancelled – Your order may be cancelled by CNA due to: Product is unavailable for any reason, Customer failed to pay for the order within 2 days (Dragonpay payment), and 3 days (BDO Bank Deposit).
  8. Failed – you may have encountered a problem in the payment process.

Do contact CNA (email us at info@cnaphils.com.ph, call (02)-7956-7720,) immediately and we will accommodate your concern.

CNA Online team is available on the following hours: Monday -Friday (9AM-1PM and 2PM-6PM) and Saturday (9AM-1PM)

  1. Door-to-door delivery - We use XEND and NinjaVan as our shipping provider. Shipping charges apply depending on your location.
  2. CNA Store pick-up - You may have your orders picked-up at one of our CNA stores.

Yes, you may choose a store (CNA Stores) of your choice in the Shipping Method during Checkout. Orders for pick-up can be claimed within 1 month. Orders not claimed within 1 month will be sent back to our warehouse. You will receive an e-mail from us and you may choose to personally claim it at our warehouse or have your order re-delivered to the store. You will be given a maximum of 2 weeks once your order has been returned to us. If you still do not claim your order or have been unresponsive through email, you will not be able to get your order anymore. You may still choose to have your payment refunded.

  1. For shipping option, delivery times vary depending on your location. The days are counted once the merchandise is with the courier. Occasionally deliveries may be affected by events outside of our control. CNA may still ask for updates and follow ups from the courier regarding the delivery of your order.
    1. Metro Manila – 1-3 working days (within city limits)
    2. Outside Metro Manila – 3-5 working days (within city limits)
    3. Other delivery zones – 5-7 working days
  2. For pick-up option, it will take a maximum of one (1) week when the merchandise is ready to deliver and arrive at the store. An e-mail will be sent once the order is ready for pick up.

For Regular orders:

Yes, you can cancel your order before it is in the Processed status. Once your order is Processed you cannot cancel it anymore. You can cancel your order in the website or email us at info@cnaphils.com.ph

For Pre-order/ Batch 2:

Please send us an e-mail at info@cnaphils.com.ph , of your request for us to address your request properly. 

You can return the item to CNA, and after passing quality check you may choose to refund the payment or have it exchanged. There will be no charges for items with damage/defect, all delivery fees and the payment handling charge will be shouldered by CNA. You may choose to be refunded through C-Cash(Reward Points) or be refunded to your bank account.


EXCHANGE POLICY


I.                   For Official K-POP Items such as K-POP CD/DVD,Photo books, Seasons’ Greetings and other official K-POP merchandises.

II.                 Official K-POP items that are indicated as damaged in shops are automatically on sale or in lesser price and not subject for return or exchange.

III.               Official K-POP items for exchange due to Customers’misuse or mishandling will not be entertained.

IV.              The conditions of official K-POP items upon opening,

a.      Damaged –Torn pages, visible cracks, dents on items only (box is excluded except for the albums); We understand and know that all ordered items are precious for all of our customers that is why we make sure that all products are shipped in its good condition.

     

     CNA Philippines Inc. is not liable with the damages upon arrival. All items are prepared with at least 2 (two) wraps of bubble wrap / box for proper packaging, to make sure that the products/goods are safe and secured for shipping. Shipping process is entrusted to the courier's services;


b.      Incomplete Inclusions – No photo card/s, missing CD and other inclusions indicated in website and postings that are not available inside;

c.       Failure of CD/DVD to play in all media players (such as Windows Media, VLC Player, GOMMedia with the capacity to play all kind of video format) and CD players.

V.                Other conditions not indicated above are subject for inspection.

VI.              Requirements for exchange:

a.      Official Receipt/Sales Invoice indicating proof of purchase

b.      Item/s for exchange should be returned complete with packaging to the shop where the item was retrieved within 3-4 days upon purchase or upon claiming of the item from courier.

VII.            Customer should fill up the ‘Return Form’ in order to endorse the returned item.

VIII.          Exchange Process:

a.      Albums will be inspected within 1-2 days by the Head Office.

b.      If the official K-POP item is subjected for exchange, CNA Philippines will contact the customer to confirm the claiming of new item within 1-2 weeks depending on the severity of the returned item.

c.       Customer must present the return form with valid I.D. 

  1. If your order is not yet Processed you can ‘cancel’ your order by emailing us at info@cnaphils.com.ph so CNA will cancel your order. Orders will also be automatically cancelled after the deadline of payment has passed.
  2. If the merchandise is already shipped or you have received your order, you may no longer have it returned to us or have your order refunded.

Returning time limit is 2 weeks after receiving the merchandise. Returning may only be done if the item is sealed, not used, or damaged.

Earrings, Piercing, Necklace, Cosmetics, and Beauty Essentials cannot be returned unless damaged or have defects.

No, we only open pre-orders for upcoming albums. These albums are based on the albums that our supplier offers, there will be instances where the album you are looking for won't have a pre-order. Kindly follow our Facebook page to stay updated with new on-hand items and restocks of albums.

No. We only ship within the Philippines.

Yes, you may but under certain acceptable case scenario. Please refer to the following guidelines

  1. You may request for combined shipping in a parcel as long as all items can fit in one parcel and will not exceed to its weight limit. Once the items did not fit, we will proceed on requiring the customer to pay an additional balance for the shipping.
  2. Box- We don't allow combined shipping if the order is packed inside a box. We are conscious with the weight limit that our courier is asking. Any package/ box that exceeds the weight limit will be charged that's why we discourage our customers to do a combined shipping for this kind of packaging.
  3. Pre - order and Regeular order - Yes, we may allow a combined shipping as long as it adheres to the policy above. Also, please send us an e-mail if you wish to request for a combined shipping.
  4. Poster Tube - We allow 2 or more posters to be included in one poster tube as long as it can carry the posters inside without getting any damage.

Our shop will keep your order for the period of 2 months (60 days) from the last day of pickup period sent to the buyer. Beyond the given date, we have the right to sell your items to other buyers. We will be giving you 2 weeks after we inform you about your unclaimed order. You may choose either you will claim your order or we will grant you 50% refund through C-Cash. However, if you have not claimed your item for more than 14 days from the day that your order had returned in our main office, we may forfeit your refund/claim and give the opportunity to other buyers to buy the item.

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