Frequently Asked Questions (FAQ) -

For Shoppers

What is Palenque?

Palenque is your online palengke — a marketplace where you can buy fresh vegetables, fruits, meat, seafood, groceries, and household items from trusted local vendors, all in one app or website.

How does Palenque work?

Simply browse products, add items to your cart, choose your preferred payment method, and confirm your order.
Your order is automatically sent to the nearest vendor, who prepares and packs your items for delivery.

Where does Palenque deliver?

We currently serve Meycauayan City and nearby areas in Bulacan, with plans to expand across Metro Manila and nationwide soon.
Delivery zones are automatically assigned based on your address.

How do I pay for my order?

You can pay through GCash, Cash on Delivery (COD), or bank transfer.
Other payment gateways such as Card payment or PayPal will be available soon.

How much is the delivery fee?

Delivery fees vary depending on your distance from the vendor.
The total delivery cost is shown before checkout, so you’ll know the exact amount before paying.

Are the products fresh?

Yes! All items — especially meat, seafood, and vegetables — are sourced fresh daily from partner vendors and market stalls.
Vendors are required to meet quality and packaging standards to ensure freshness upon delivery.

Can I order from multiple vendors in one checkout?

Yes, your orders will be consolidated by our delivery partners.

How long does delivery take?

Most deliveries are completed within 2–4 hours from the time of order confirmation or next day delivery when you order at night.
For bulk or large orders, delivery may take longer, but you’ll be notified right away.

Can I return or refund items?

If you receive damaged, spoiled, or incorrect items, you may request a refund or replacement within 24 hours of delivery.
Please provide clear photos of the issue via our Returns & Refunds page or email support@palenqueph.com.

Can I schedule my delivery?

Yes! You can select a preferred delivery time during checkout, depending on vendor availability.
Morning and afternoon slots are available for most areas.

For Vendors

How can I sell on Palenque?

Register through our Vendor Signup Page.
After approval, you can set up your store, upload your products, and start selling.
We’ll guide you through the setup with a Vendor Setup Wizard and provide training materials.

Is there a fee to join as a vendor?

Signing up is free
We earn through small commissions (around 10–15% per sale)

How do vendors receive payments?

All vendor payments are sent through GCash or bank transfer every week.
You’ll receive a detailed statement showing total orders, commissions, and delivery adjustments.

How do I know when I have a new order?

You’ll receive notifications in your vendor dashboard and by email when a customer places an order.
The system shows order details, customer info, and delivery status in real time.

Are vendors required to follow specific packaging standards?

Yes. Palenque provides clear packaging and freshness guidelines.
Vendors must use clean, food-grade materials and include order slips for accuracy.

What if my item goes out of stock?

You can mark products as “Out of Stock” in your vendor dashboard anytime.
Customers won’t be able to add unavailable items to their cart.

Can vendors offer promotions or discounts?

Yes! You can create storewide discounts, flash sales, and coupon codes right from your vendor dashboard.
We also run special promotions for verified vendors.

General

Do I need an account to order?

You can browse freely, but you’ll need to create an account to check out.
This allows us to track your orders, send updates, and save your favorite vendors.

Can I edit or cancel my order?

You can cancel or change your order within 10 minutes of checkout, as long as it has not yet been prepared
Contact customer support immediately for urgent requests.

How do I contact customer support?

You can reach us through:
Email: support@palenqueph.com
Our support team is available daily from 8:00 AM – 8:00 PM.

Can I suggest a new product or vendor?

Absolutely! We love community input.
You can send your suggestions via support@palenqueph.com or through our Facebook page.
We also offer referral promotions for referring vendors, riders and customers.

Is Palenque available as a mobile app?

Yes. The Palenque mobile app (coming soon) will be available on Google Play and App Store, so you can shop anytime, anywhere.

How can I partner or invest in Palenque?

We welcome partnerships with local producers, logistics providers, and angel investors.
Email admin@palenqueph.com to discuss collaboration or investment opportunities.