Shipping policy

(Local and International) Last Updated: February 24, 2026

Derma Roller Philippines ships orders locally and internationally. By placing an order, the customer agrees to the shipping terms below.

Returns, refunds, replacements, and warranty claims are governed by the Company’s Refund, Return, and Warranty Policy. This Shipping Policy forms part of those terms.

1. Processing Time

Orders are processed after payment confirmation. Processing time may vary during high-volume sales, holidays, and unforeseen operational delays.

1.A. Local Shipping (Philippines):

Couriers: J and T Express and LBC (depending on location and availability)

Estimated Delivery Time (ETA):

• Metro Manila: 1 to 3 business days
  
  
• Nearby Provinces: 2 to 5 business days
  
  
• Provincial Areas: 5 to 10 business days

ETAs are estimates and may change due to courier operations, weather, volume spikes, holidays, and address issues.

2. Shipping Fees

Shipping fees are shown at checkout and are based on destination, weight, and courier rates. Once an order is dispatched, shipping fees are service fees paid to the courier and are non-refundable.

3. Address Accuracy

Customers are responsible for providing a complete and accurate delivery address and contact number. Delivery issues caused by incomplete or incorrect address details may result in delays, failed delivery attempts, additional fees, or return-to-sender cases.

If a local parcel is returned to sender due to incorrect address, no receiver, repeated failed delivery attempts, or refusal to receive, outbound shipping fees remain non-refundable and reshipment fees may apply.

4. Tracking and Delivery Status

Tracking details will be provided once shipped. Courier tracking updates are the primary reference for shipment status.

Customers must coordinate with the courier first for delivery investigations when tracking shows delivery or ‘attempted delivery’ status.

5. Courier Delays and Service Interruptions

Shipping timelines are estimates and may change due to courier operations, weather, volume spikes, address issues, holidays, local regulations, or other events beyond the Company’s control. The Company is not liable for delivery delays, holds, or interruptions caused by couriers, local authorities, or circumstances outside the Company’s control.

5.A Anti-Fraud and Abuse (Shipping Claims)

To protect customers and prevent abuse, the Company may verify shipping-related claims using order records, packing logs, dispatch scans, courier tracking, delivery confirmations, and available documentation.

The Company may reject or contest claims that are incomplete, inconsistent, or appear fraudulent, including but not limited to:

• Missing or edited tracking screenshots
  
  
• Incomplete or non-continuous unboxing videos
  
  
• Claims that conflict with courier tracking, delivery proof, or address records
  
  
• Repeated “not received” or “missing item” claims without valid proof
  
  
• Refusal to cooperate with courier investigations or required verification steps

Where applicable, the Company may submit counter-evidence through courier or platform dispute systems and may restrict future service for accounts associated with repeated abuse. The Company reserves the right to pursue remedies available under applicable Philippine law in cases involving fraud or material misrepresentation.

International Shipping and Customs

6. Importer Responsibility

For international orders, the customer is responsible for confirming whether the ordered products are allowed in the destination country. The customer is considered the importer of record and is responsible for complying with local import laws, regulations, and restrictions.

7. Customs Clearance, Duties, and Taxes

International shipments may be subject to customs inspection, clearance requirements, import duties, taxes, VAT, and other fees imposed by the destination country. These charges are not included in the product price or shipping fee unless explicitly stated.

• Any duties, taxes, or customs fees are the customer’s responsibility.
  
  
• Customers must coordinate directly with their local customs office or courier to complete clearance requirements.
  
  
• Delays caused by customs processing or local authorities are outside the Company’s control.

8. Documentation Support

The Company provides standard shipment documentation that may include invoice, product description, and other reasonable documents needed for shipping. However, the Company cannot guarantee customs approval or clearance in the destination country.

9. No Liability for Customs Holds, Seizures, Refusals, or Delays

The Company is not liable for:

• Customs delays, holds, or clearance requirements
  
  
• Seizure, confiscation, or refusal by customs or local authorities
  
  
• Return-to-sender cases due to local import restrictions, incomplete customer information, or customer failure to respond to courier or customs requests
  
  
• Delivery delays caused by customs, local regulations, strikes, weather, or local courier issues

10. Failed Delivery, Return to Sender, and Abandoned Shipments

If an international shipment is returned to us or fails delivery due to customs issues, refusal, non-payment of duties and taxes, incomplete address, or lack of customer response, the customer understands that:

• Outbound shipping fees are non-refundable.
  
  
• Return shipping (if charged by the courier) is a separate cost and may be deducted from any eligible refund or reshipment value.
  
  
• If the courier or customs requires payment to release or return the parcel, the customer is responsible for those fees.
  
  
• In some cases, parcels may be destroyed or abandoned by customs or the courier. If this happens, the Company is not responsible for product loss and is not required to provide a refund.

11. Resolution Options (If Parcel is Returned to Us)

If the parcel successfully returns to us and the items are received in unused and resellable condition, the Company may offer one of the following options, subject to inspection:

Option A: Reshipment

• Customer pays the full reshipment fee.

Option B: Store Credit

• Store credit may be issued equivalent to the product value, excluding shipping and non-recoverable courier charges.

Option C: Partial Refund

• A partial refund may be issued for the product value only, excluding outbound shipping, return shipping, customs fees, and non-recoverable courier charges.

Final resolution depends on courier outcome, customs handling, and product condition upon return.

12. Shipping Methods

The Company ships international orders through carriers such as DHL, Postal Service, and EMS depending on destination and availability. Carrier selection may affect delivery timelines and customs handling.

13. Customer Acknowledgment (Local and International Orders)

By placing an order, the customer acknowledges and agrees that:

• Shipping timelines shown on the website are estimates and may change due to courier operations, weather, volume spikes, address issues, holidays, or other events beyond the Company’s control.
  
  
• Tracking updates provided by the courier are the primary reference for shipment status.
  
  
• Once an order is dispatched, shipping fees are service fees paid to the courier and are non-refundable.
  
  
• The Company is not liable for delays, holds, or delivery interruptions caused by the courier, local authorities, or circumstances outside the Company’s control.
  
  
• For international orders, the customer is responsible for confirming that the products are allowed in the destination country and for coordinating directly with local customs or the courier regarding clearance requirements, taxes, duties, and any import fees.
  
  
• If a parcel is returned to sender, refused, abandoned, or not released due to customs issues, non-payment of duties, incorrect address, or lack of customer response, the shipment may be subject to outbound and return shipping charges and may not qualify for a full refund.
  
  
• The Company will provide reasonable support by sharing tracking details, documentation when applicable, and guidance on next steps, but the final delivery outcome depends on courier and customs handling.

Shipping-related cases that affect refund eligibility, including return-to-sender, refusal, and customs holds, will be handled according to the Refund, Return, and Warranty Policy, together with this Shipping Policy.

Marketplace Shipping (Shopee, Lazada, TikTok Shop)

 

14. Marketplace Orders Shipping and Delivery

• Orders placed through Shopee, Lazada, or TikTok Shop follow the platform’s shipping flow, courier assignment, delivery timelines, and dispute process. Customers must monitor updates and file shipping-related concerns directly through the platform order center.
  
  
• The Company may provide assistance by sharing order preparation status and available documentation, but final delivery handling, routing, and delivery attempts are managed by the platform and its assigned courier.
  
  
• If a shipment is tagged by the platform as delivered, refused, returned, failed delivery, or under investigation, resolution will follow the platform’s rules and timeline. The Company reserves the right to submit counter-evidence through the platform dispute process where applicable.
  
  
• For platform orders, the platform’s tracking and dispute decision will be the primary basis for resolution, and the Company may submit evidence where applicable.
  
  

This Shipping Policy may be updated without prior notice; the version posted at time of order applies.