Shipping & Delivery

Orders are processed after successful order confirmation and, where applicable, payment verification.

Order processing may include:

• Order verification
• Payment verification
• Stock confirmation
• Picking and packing
• Preparation of shipping documents
• Handover to the assigned courier

Order processing time is separate from courier delivery time.

During major sales, holidays, product launches, high-volume periods, or exceptional circumstances, processing may take longer than usual.

Healthmate delivers to serviceable locations throughout the Philippines, subject to courier coverage.

Certain remote areas, islands, and difficult-to-service locations may:

• Require additional delivery time
• Have limited courier availability
• Be subject to additional shipping restrictions

If an address is not serviceable by the available courier, Healthmate may contact the customer regarding available options.

Delivery periods are estimates only and are not guaranteed arrival dates.

Actual delivery time may be affected by:

• Courier operations
• Weather
• Holidays
• High-volume sales
• Transportation disruptions
• Remote delivery locations
• Incorrect delivery information
• Customer unavailability
• Failed delivery attempts
• Other circumstances outside Healthmate's reasonable control

Applicable shipping fees will be displayed during checkout before the order is completed.

Shipping charges may vary depending on:

• Delivery location
• Order value
• Current promotions
• Courier availability
• Free-shipping eligibility

The shipping amount confirmed during checkout will generally apply to the transaction.

For qualifying orders placed through the official Healthmate website:

Metro Manila

Free delivery may be available with no minimum purchase under the current Healthmate free-delivery offer.

Outside Metro Manila

Free delivery may be available once the applicable minimum purchase requirement has been reached.

The current minimum order requirement, if applicable, will be displayed on the website or during checkout.

Free-shipping eligibility, thresholds, and promotional conditions may change from time to time.

Marketplace free-shipping vouchers or subsidies are governed by the applicable marketplace.

Cash on Delivery may be available for eligible locations and orders.

Customers using COD should:

• Provide a valid and reachable mobile number.
• Ensure someone is available to receive the parcel.
• Prepare the appropriate payment amount.
• Inform an authorized receiver if someone else will accept the parcel.

COD availability may depend on:

• Customer location
• Courier availability
• Order history
• Order value
• Fraud or security review

Healthmate may restrict COD availability in appropriate cases, including repeated refused parcels, failed deliveries, suspected fraudulent transactions, or misuse, subject to applicable laws and marketplace policies.

Tracking information normally becomes available after the parcel has been handed over to the courier and received its initial scan.

1. Order received
2. Order confirmed
3. Order processed
4. Products packed
5. Parcel handed to courier
6. Courier scans the parcel
7. Tracking information becomes available
8. Parcel moves through the courier network
9. Delivery attempt is made

Courier tracking systems may not update in real time.

A parcel may continue moving between courier facilities even when no new tracking event is displayed.

If tracking has not updated for an unusually long period, customers may contact Healthmate Customer Support.

Healthmate may coordinate with the courier or request an investigation where appropriate.

Customers are responsible for providing accurate and complete delivery information, including:

• Recipient name
• Complete delivery address
• Barangay
• City/Municipality
• Province
• Postal code, where applicable
• Active mobile number
• Necessary delivery instructions

Customers who need to change delivery details should contact Healthmate as soon as possible.

Address changes can only be accommodated while an order remains eligible for modification.

Once an order has:

• Been packed for dispatch
• Been handed over to the courier
• Entered courier transit

Healthmate cannot guarantee that the delivery address can still be changed.

Marketplace orders are subject to the applicable marketplace's address-change rules.

Orders may only be cancelled while they remain eligible for cancellation and before shipment.

Once a parcel has been handed over to the courier, cancellation may no longer be available.

Marketplace orders must follow the applicable platform's cancellation process.

Customers are responsible for ensuring that someone is available to receive the parcel at the delivery address.

Delivery may fail because of:

• Recipient unavailable
• Recipient unreachable
• Incorrect address
• Incomplete address
• Incorrect mobile number
• Access restrictions
• Refusal to accept the parcel
• Failure to prepare COD payment
• Other circumstances preventing successful delivery

The number of delivery attempts is determined by the courier.

If delivery cannot be completed, the courier may attempt redelivery or return the parcel to Healthmate depending on its procedures.

Healthmate cannot guarantee that a failed delivery will automatically be attempted again.

Customers should respond promptly to courier notifications.

A parcel may be returned to Healthmate because of:

• Customer unavailable
• Incorrect or incomplete address
• Invalid or unreachable contact number
• Refused COD parcel
• Repeated unsuccessful delivery attempts
• Courier serviceability limitations

Returned parcels are reviewed after they physically return to Healthmate.

Reshipment is not automatic.

If the customer still wishes to receive the products, Healthmate may require a new order.

Additional shipping costs or COD restrictions may apply where appropriate.

Healthmate will provide reasonable assistance with delivery concerns and may coordinate with courier partners.

However, transportation and final-mile delivery are performed by independent courier providers.

Delivery may be affected by:

• Severe weather
• Flooding
• Transportation disruptions
• Courier backlogs
• Peak-season volume
• Road closures
• Natural disasters
• Local service interruptions
• Government restrictions
• Other force majeure events

Healthmate will make reasonable efforts to assist customers when courier-related issues occur.

If tracking shows that your parcel has been delivered but you have not received it:

1. Check whether another household member, employee, guard, receptionist, neighbor, or authorized person accepted it.
2. Review any courier proof of delivery.
3. Contact Healthmate Customer Support promptly.

Healthmate may request supporting information and coordinate an investigation with the courier.

Resolution will depend on the investigation and applicable courier or marketplace procedures.

If a parcel arrives with significant visible damage, customers should document its condition before and while opening it.

Retain:

• Outer packaging
• Shipping label
• Product packaging
• Bottle/container
• Damaged items
• Photographs
• Video, if available

If a product is damaged, missing, incorrect, or has a compromised safety seal, contact Healthmate promptly.

Replacement and refund concerns are governed by the Returns, Refunds & Replacements Policy.

Customers should inspect orders after delivery.

If an item is:

• Missing
• Incorrect
• Incomplete
• Significantly damaged

Contact Healthmate promptly and provide the order information and relevant supporting evidence.

Verified fulfillment concerns will be handled under the Returns, Refunds & Replacements Policy.

Orders placed through Shopee, TikTok Shop, Lazada, or other third-party marketplaces are additionally governed by the applicable platform's:

• Shipping rules
• Courier arrangements
• Cancellation procedures
• Return/refund procedures
• Buyer-protection policies
• Voucher conditions
• Free-shipping programs

Where a marketplace procedure applies to a marketplace transaction, customers should use the official platform process.

Healthmate currently does not offer regular international shipping outside the Philippines unless otherwise officially announced.