Frequently Asked Questions

What should I do when I lose the Cherry Roam rental device?

Please contact our customer support immediately at support@cherryroam.com.ph. Take note also that customers will be charged a specific amount depending on whether the customer availed an insurance or not. The total amount will be provided by the customer support once full details of the incident has been reported.

What happens if I don’t return the device after my trip?

Customers should return the Cherry Roam rental device two (2) days after their travel end date. If the customer fails to return the device within this period, the customer will be charged PHP 100.00 per day until the device has been returned.

What modes of payment do you accept?

We accept credit/ debit card, cash-on-delivery, bank over-the-counter, non-bank over-the-counter and WeChatPay.

Here is a list of our bank and non-bank partners:

Over-the-Counter Bank Partners Over-the-Counter Non-Bank Partners
BDO China Bank M Lhuillier Smart
BPI UCPB Tambunting Pawnshop Ever Gotesco
PNB RCBC Cebuana Lhuillier SaveMore
Eastwest Bank Maybank Bayad Center SM Business Center
Metrobank Landbank LBC PNB Global Remit
UnionBank Security Bank ecPAY ExpressPay
Western Union ViaExpress
PayRemit Gaisano
Cignal Robinsons
Can I cancel my order?

Yes, you can cancel your order as long as it has not been shipped to your provided address. For order cancellations, please contact our customer support at support@cherrryroam.com.ph

Do you deliver outside Metro Manila?

Yes, we have nationwide delivery.

Do you deliver outside the Philippines?

No, we do not have international shipping.

How soon can I get my device?

Shipping usually takes 3-5 business days after your order leaves our warehouse. You may track your order here.

How much is your shipping fee?

Shipping fee varies for retail purchases and for rental because we charge two-way for rental devices to cover for the return delivery.

Retail purchase:
For Metro Manila orders, we have a flat rate shipping fee of PHP100.00. For provincial orders, we have a flat rate delivery of PHP150.00

Rental:
For Metro Manila, we have a flat rate shipping fee of PHP150.00. For provincial orders, we have a flat rate delivery of PHP 250.00

Can I pick up my order from your office?

Yes, you may pick up your order from our head office located in 901 Apacible Street corner Leon Guinto Street, Ermita, Manila. We also have other pick-up sites.

Does Cherry Roam have a warranty?

Yes, Cherry Roam devices have a warranty of 1 year from date of purchase.

What is covered in the warranty?

Within one (1) year of purchase of a Cherry Roam travel pocket wifi, you are entitled to free repair for non-artificial damage. Customers may return their Cherry Roam device within seven (7) days from date of purchase if the device is found to be defective upon purchase. Customers are required to present their proof of purchase when availing of the warranty.

Where are your service centers?

Cherry Mobile Customer Solutions are located in key cities across the Philippines. You can find them in these locations:

Location Address
Cherry Mobile Customer Solutions - SM North EDSA 4th Floor Cyberzone, SM Annex SM North Edsa, Quezon City
Cherry Mobile Customer Solutions - Las Pinas Hernz Arcade 481 Real St. Alabang Zapote Road Almanza 1, Las Piñas City
Cherry Mobile Customer Solutions - Marikina Unit 8 Mr Complex, Gil Fernando Ave., San Roque, Marikina City (Corner Marcos Highway)
Cherry Mobile Customer Solutions - Ermita 103 Pearl Of The Orient Tower No. 1240 Roxas Blvd. Ermita, Manila City
Cherry Mobile Customer Solutions - Mandaluyong 2nd Floor Mandala Park, Shaw Blvd., Mandaluyong City
Cherry Mobile Customer Solutions - Taguig Unit 22 3rd Floor Puregold Taguig Gen. Luna St. Corner P. Cruz Brgy. Tuktukan, Taguig City
Cherry Mobile Customer Solutions - SM City Iloilo 3rd Floor Cyberzone Area, SM City Iloilo, Mandurriao, Iloilo City
Cherry Mobile Customer Solutions - Baguio 2nd Floor Baguio Center Mall Magsaysay Ave Corner Rajah Soliman St., Baguio City
Cherry Mobile Customer Solutions - Davao 3Rd Floor Gaisano Mall Of Davao, J. P. Laurel Avenue Bajada, Davao City
Cherry Mobile Customer Solutions - SM CDO Downtown Premier 3rd Floor SM CDO Downtown Premier Claro M. Recto Avenue Corner Osmeña Street Cagayan De Oro, Misamis Oriental
Cherry Mobile Customer Solutions - Robinsons Valencia Level 2 Robinsons Place Valencia, Purok 15 Bagontaas Valencia City, Bukidnon
Cherry Mobile Customer Solutions - Cebu 2nd Floor M2 Business Center Escario St. Corner Clavano St. Cebu City
Cherry Mobile Customer Solutions - Bacolod Eusebio Arcade, Corner Araneta Ave. Hernaez St , Bacolod, Negros Occidental
Cherry Mobile Customer Solutions - Calamba 2nd Floor Paseo Uno De Calamba Brgy. Paciano Rizal Calamba City Laguna
Cherry Mobile Customer Solutions - Dagupan A. B. Fernandez Avenue Eastgate Plaza, Dagupan City
Cherry Mobile Customer Solutions - Dasmarinas RVV Eighty Eight Commercial Center - 2/F, Unit 7 Jose Abad Santos Ave. Salitran 2, Dasmariñas City
Cherry Mobile Customer Solutions - Dumaguete Filoil Foodnet, Bag-Ong Taytayan, Calindagan, Dumaguete City
Cherry Mobile Customer Solutions - Gen. Santos Lourdes Llido Bldg. J. Catolico Sr. Avenue, General Santos City
Cherry Mobile Customer Solutions - Legazpi City 2nd Floor Rosauro Bldg, Landco Business Park, Brgy Capantawan, Legazpi City
Cherry Mobile Customer Solutions - Lipa 2nd Floor Big Ben J. P. Laurel Highway Lipa City, Batangas
Cherry Mobile Customer Solutions - Lucena 230 Merchan St. Lucena City, Quezon
Cherry Mobile Customer Solutions - Malolos Central Point Plaza Brgy. Dakila  Mc Arthur Highway Malolos, Bulacan
Cherry Mobile Customer Solutions - Tacloban YPL Bldg 3 Door 2 P. Burgos St., Tacloban City
Cherry Mobile Customer Solutions - Zambaonga Ground Floor Unit 7 Jasmin Tower Buenavista St. Cor. Mayor Jaladon St., Zamboanga City
What to do if my Cherry Roam travel pocket wifi cannot be turned off?

If there is no problem with the power button, please press and hold the button for more than 30 seconds without connecting any cables and then release it and plug into a charger. Kindly wait for about 2 minutes and see if the device LED lights (for T1 Style) or the device screen (for T2 Slim) shows the charging icons. If yes, you can press the button to restart it.

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