Cold-Chain Product Terms

These Cold-Chain Product Terms apply to medicines and other healthcare products identified by NowExpress as requiring controlled-temperature storage or special temperature-sensitive handling.

1. Cold-chain preparation and packaging

NowExpress stores, prepares, and packs cold-chain products according to their approved labeling, applicable manufacturer instructions, expected delivery duration, anticipated transport conditions, and applicable Philippine cold-chain requirements.

Orders are packed using appropriate insulated packaging and temperature-control materials intended to protect the product during the planned delivery period. Packaging methods and cooling materials may vary depending on the product and delivery conditions.

The presence of melted cooling materials or a package that does not feel cold upon arrival does not, by itself, establish that the medicine is unsuitable for use. Product suitability depends on the medicine’s approved storage requirements, actual handling history, elapsed time, and available manufacturer stability information.

2. Delivery through third-party providers

NowExpress may use third-party delivery providers to transport cold-chain orders.

The delivery date and arrival time shown or communicated to the customer are estimates. Traffic, weather, accidents, road closures, courier availability, failed contact attempts, and other circumstances outside the reasonable control of NowExpress may affect the actual delivery time.

A delay does not automatically mean that the product has been compromised. If a significant delay or suspected temperature deviation occurs, NowExpress will assess the available delivery information and applicable manufacturer guidance before advising whether the product may still be used.

Nothing in these terms removes NowExpress’s responsibility to appropriately prepare the shipment, manage its delivery partners, investigate reported handling concerns, and provide applicable remedies when warranted.

3. Customer responsibilities

The customer must provide a complete and accurate delivery address, contact number, recipient name, and any necessary building or access instructions.

The customer or an authorized adult recipient must:

  • Be available during the expected delivery period;
  • Keep the registered contact number reachable;
  • Receive and inspect the package promptly;
  • Avoid leaving the package outdoors, in a vehicle, under direct sunlight, or in another unsuitable location;
  • Transfer the medicine immediately to the storage condition stated on its label or in the instructions provided by NowExpress; and
  • Not freeze the medicine unless the product labeling specifically requires frozen storage.

The customer must inform any authorized recipient that the package contains a temperature-sensitive medicine requiring immediate attention.

4. Delayed, missed, or unsuccessful delivery

If the courier cannot complete the delivery because the recipient is unavailable, unreachable, refuses the order, provides incorrect information, or requests that the package be left unattended, the product may require pharmacist assessment before another delivery attempt can be made.

Additional delivery charges may apply when another attempt is required for reasons attributable to the customer or recipient.

If the product’s quality can no longer be reasonably assured because of an unsuccessful delivery, extended unattended storage, or handling contrary to the instructions provided, it may no longer be suitable for use or resale. Eligibility for replacement or refund will be assessed based on the cause of the unsuccessful delivery and applicable consumer law.

5. Inspection and reporting upon receipt

Upon receiving the order, inspect the outer package, insulated packaging, product carton, seals, and medicine.

Contact NowExpress as soon as possible if:

  • The product is incorrect, expired, damaged, leaking, broken, or has a compromised seal;
  • The package shows signs of tampering;
  • The product appears to have been frozen when it should not be frozen;
  • The delivery was significantly delayed;
  • The insulated packaging was damaged or left exposed to unsuitable conditions; or
  • You otherwise suspect that the required handling conditions were not maintained.

Do not use the product until a NowExpress pharmacist has assessed the concern and provided instructions.

Keep the medicine in its recommended storage condition while waiting for assessment. Retain the medicine, product carton, insulated packaging, cooling materials, receipt, and delivery label. NowExpress may request photographs, delivery details, batch information, and other reasonably necessary evidence.

A report should preferably be made within two hours of receipt so that delivery information can be reviewed promptly. This requested reporting period does not remove any rights or remedies provided by applicable law.

6. Returns and exchanges

Because cold-chain products require controlled storage and handling, they cannot be returned or exchanged solely because of a change of mind once they have been dispatched or handed over.

After a cold-chain product leaves controlled custody, its complete temperature and handling history may no longer be independently verified. Returned cold-chain products will therefore not automatically be placed back into saleable inventory or re-dispensed.

This restriction does not apply when the product:

  • Was incorrectly dispensed or delivered;
  • Is defective, expired, adulterated, damaged, or has compromised packaging;
  • Is subject to an official product recall;
  • Was materially different from the product ordered or represented;
  • Was improperly packed or handled before or during delivery; or
  • Is otherwise covered by a repair, replacement, refund, or other remedy under applicable Philippine law.

Do not send a cold-chain product back without first contacting NowExpress. Return or retrieval instructions will be provided after the concern has been assessed.

7. Cancellations

A cold-chain order may be cancelled before packing or dispatch, subject to the status of the prescription, payment, and order preparation.

Once the product has been packed and dispatched, cancellation, refund, or exchange due solely to a change of mind may no longer be available. This does not affect remedies for an incorrect, defective, damaged, recalled, or improperly handled product.

8. Product assessment and resolution

Reports involving possible temperature deviation, courier delay, damaged packaging, or product quality will be reviewed by the NowExpress pharmacist or authorized quality personnel.

The assessment may consider:

  • Product labeling and approved storage requirements;
  • Manufacturer stability and temperature-excursion information;
  • Dispatch and delivery records;
  • Total transport and delay duration;
  • Packaging condition;
  • Available temperature-monitoring information, if used; and
  • Photographs and other information supplied by the customer or courier.

Depending on the assessment, NowExpress may advise continued use, quarantine the product pending further information, arrange retrieval, replace the product, issue an applicable refund, or provide another remedy required by law.

9. Product recalls

If a product is subject to an official recall, customers must stop using it and follow the instructions provided by NowExpress, the manufacturer, marketing authorization holder, or Philippine FDA.

Recall-related returns, replacements, and refunds will be handled separately from change-of-mind return restrictions.

10. Consumer rights

Nothing in these terms excludes, restricts, or waives rights or remedies that cannot lawfully be excluded under the Consumer Act of the Philippines and other applicable laws.

11. Contact information

For cold-chain delivery or product concerns, contact:

NowExpress Pharmacist Support
Email: orders@nowexpress.ph
CC: returns@nowexpress.ph

Please include your order number when contacting us.

Regulatory basis

This policy is guided by Philippine FDA cold-chain requirements, the Philippines’ adoption of current WHO Good Storage and Distribution Practices, the Philippine Pharmacy Act, and the Consumer Act of the Philippines.