Question 1

What is Delivered Duty Unpaid and Delivered Duty Paid?

Accepted Answer

Think of these as two payment options for your international shipping:
Option 1 - Pay Later (Delivered Duty Unpaid):

You pay the shipping fee first, then pay customs charges separately when your package arrives
Costs PHP 620 for the first pound + PHP 380 per additional pound
Best for experienced shippers who prefer to handle customs payments themselves

Option 2 - All-In-One Payment (Delivered Duty Paid):

Note: The All-In-One option is available for packages valued up to PHP 95,000.

Question 2

What happens if my package is lost or damaged?

Accepted Answer

Every package comes with free basic protection:

For Lost Packages:

For Damaged Packages:

Free Protection: We refund 30% of your shipping fee as store credits
With Buy&Ship Plus: We cover up to US$100 for item value plus 30% of shipping fee

Note: Some items like fragile goods and liquids have limited protection. Feel free to contact our Customer Service for more guidance.

Question 3

What are the size limitations for parcels?

Accepted Answer

Either side cannot exceed 100CM and the sum of all 3 sides cannot exceed 150CM.
Volumetric Weight can not exceed 5 times of the actual weight.
Volumetric Weight = [Length (CM) x Width (CM) x Height (CM)] ÷ 6,000 x 2.2046
If deemed necessary, our warehouse will repack and replace packaging without prior notice.
If the parcel exceeds any of the above limitations, additional charges may be required. The parcel may also be rejected by the overseas warehouse or the delivery fee may be calculated by Volumetric Weight.

Question 4

What are the weight limitation for parcels?

Accepted Answer

For Metro Manila: Every single shipment (Per Tracking number) must not exceed 55 pounds.
For Non Metro Manila: Every single shipment (Per Tracking number) must not exceed 20 pounds.
The weight of every consolidated shipment must not exceed 20 pounds.
If the single parcel exceeds 20 pounds, please do not consolidate it with other parcels.
When merging packages, please pay attention to the following considerations:
- The chargeable weight less than 1 lb will be rounded to the next whole pound for each order.
- The minimum weight of a shipment is 0.2 lb, afterwards the unit of actual weight is 0.1 lb.
- When the actual weight is less than 0.1 pound, it will be rounded to the next 0.1 pound.

Question 5

What if there are prohibited items/ problematic issues in my shipment?

Accepted Answer

In case of prohibited items, we have the right to terminate the shipping process of the shipment, consider discarding or taking any other actions on the items.
Returning parcel (Only for prohibited articles that cannot be delivered to Hong Kong): PHP380 will be charged for every Tracking Number. Additional charges may apply for local delivery.

Question 6

How long can you hold my packages?

Accepted Answer

We provide free storage services:

Sorting Centre: 30 days free storage.
Overseas Warehouse: Storage not provided. Declaration must be made within 30 days; otherwise, the package will be treated as abandoned without further notice.

Extended storage service:

PHP 70 per day, up to a maximum of 15 days.
Beyond 46 days: The package will be treated as abandoned without further notice.

Note: Actual arrangements are subject to the website announcements and the latest terms.

Weight-based shipping,
Make your money go further

Frequently asked questions