We’re here to help.

This page does not provide a walk-in, mailing, or return address. Do not send a product, document, or legal notice to an address unless NowExpress gives you the correct recipient and written instructions for that purpose. NowExpress does not represent its Manila location as a walk-in clinic, walk-in dispensing counter, diagnostic branch, public return desk, or emergency facility.

You may email at any time. Messages are reviewed and answered during operating hours. For a written record and documents, email is usually the best channel. Telephone availability may vary.

NowExpress support is not an emergency service. Call 911 or go to the nearest emergency department for severe chest pain, difficulty breathing, signs of stroke, loss of consciousness, severe bleeding, a severe allergic reaction, thoughts of harming yourself or another person, or another urgent or rapidly worsening condition.

Do not wait for an email response, order, medicine delivery, diagnostic result, or teleconsultation when urgent in-person assessment is needed. For a non-emergency medicine side effect or clinical question, contact the prescribing professional or pharmacist using the instructions provided with your service.

To help us find and resolve your case, include:

• Your full name and the patient or recipient name, if different.
• The email address or mobile number used for the order or booking.
• The order, booking, transaction, or case reference.
• The product, service, appointment, branch, or delivery affected.
• A short timeline, what went wrong, and the outcome you are requesting.
• Only the photographs, labels, receipts, screenshots, or documents relevant to the issue.
• Any accessibility, language, safety, or contact-time need we should consider.

Do not send any password, one-time password, verification code, full card number, card security code, e-wallet PIN, or unrelated medical records. We may direct you to a more secure upload method if sensitive evidence is needed.

Tell us promptly about a suspected adverse drug reaction, medication or labeling error, defective or falsified product, medical-device malfunction or incident, unexpected device reading, injury, contamination, missing instructions, expiry, tampering, recall, cold-chain failure, laboratory quality issue, incorrect patient result, privacy breach, or unlicensed-provider concern. As the pharmacy, seller, and licensed distributor or wholesaler for activities it performs, NowExpress may need to quarantine or retrieve a product, preserve batch and supply-chain records, notify a manufacturer or authorization holder, communicate a recall, and report to an authority.

A commercial replacement or refund does not close a patient-safety, professional, privacy, or regulatory investigation. You may make a report directly to the appropriate authority at any time.

This policy is intended to work with the following Philippine laws, rules, and official guidance, as amended or replaced from time to time:

• Internet Transactions Act of 2023 (Republic Act No. 11967) - requires online merchants and e-retailers to provide identity, contact, transaction, and redress information
• Implementing Rules and Regulations of the Internet Transactions Act (Joint Administrative Order No. 24-03) - implements online complaint handling, merchant disclosures, invoices, and redress
• Consumer Act of the Philippines (Republic Act No. 7394) - protects consumer rights and remedies for goods and services
• Data Privacy Act of 2012 (Republic Act No. 10173), its Implementing Rules and Regulations, and applicable National Privacy Commission issuances - protects information submitted through support and complaint channels
• Food and Drug Administration Act of 2009 (Republic Act No. 9711) and its Implementing Rules and Regulations - provides health-product safety, quality, complaint, recall, and enforcement mechanisms
• FDA Administrative Order No. 2024-0015 on licensing covered health-product establishments - governs licensed drug and medical-device establishments, outlets, and activities
• Philippine FDA guidelines on licensing and consumer complaints for e-pharmacies - requires an e-pharmacy consumer complaint route and identifies the FDA address that may be copied on complaints and reports
• Philippine Pharmacy Act (Republic Act No. 10918), including Section 37 on prescription records and patient medication profiles - sets pharmacist and pharmacy responsibilities
• Clinical Laboratory Act of 1966 (Republic Act No. 4688) - governs licensed clinical laboratories

Nothing in this policy takes away a right or remedy that Philippine law gives you. If any part conflicts with a mandatory legal requirement, the legal requirement controls.

1. We log the complaint and send an acknowledgment or case reference, targeted within two business days.
2. We check the transaction, identify the responsible NowExpress team and any provider that must investigate, and ask only for information reasonably needed.
3. We aim to provide an outcome or meaningful status update within seven calendar days after filing.
4. If a clinical, pharmacy, laboratory, courier, manufacturer, payment, or safety investigation needs longer, we explain the reason, owner, and next expected update.
5. We communicate the decision, reason, remedy, amount or calculation where relevant, and how to ask for supervisory review.

You may ask for accessibility support or authorize another person to communicate for you. We may verify identity and authority before discussing health, payment, order, booking, or other personal information.

• Diagnostic refund and complaint requests are acknowledged within two business days under the active Diagnostics Terms. Approved diagnostic refunds are targeted for NowExpress processing within seven business days.
• General approved product and order refunds are targeted for processing within seven to fourteen business days after approval, plus any payment provider's posting time.
• Cold-chain concerns should be reported as soon as possible, preferably within two hours after receipt, while the product is kept under its labelled storage condition.
• Delivered product concerns should be reported within 48 hours where reasonably possible. A requested reporting target does not automatically remove a right that remains available under law.
• Privacy requests are handled within the period required by the Data Privacy Act and applicable National Privacy Commission rules after appropriate identity verification.

Contacting NowExpress may help resolve a matter quickly, but it does not take away your right to contact an authority. Depending on the concern, official channels include:

• Department of Trade and Industry consumer complaints for online transaction, product, service, refund, and unfair-practice concerns.
• National Privacy Commission complaint process for personal-data and privacy concerns.
• Philippine FDA eReporting or other FDA channels for health-product quality, safety, authorization, adverse-event, or recall concerns.
• Department of Health Health Facilities and Services Regulatory Bureau or the relevant DOH regional office for regulated health-facility concerns.
• Professional Regulation Commission for concerns involving a regulated professional's licence or professional conduct.
• A court, law-enforcement body, local health authority, or another agency with jurisdiction over the issue.

Under the Internet Transactions Act framework, the internal redress process for an online consumer complaint is deemed exhausted if the complaint remains unresolved seven calendar days after filing.

Support messages may contain personal and health information. We restrict access according to the case and share only what is needed with the doctor, pharmacy, laboratory, courier, payment provider, or other party involved in resolving it. The Privacy Policy explains your rights and our retention and security practices.

We may move a conversation from social media or ordinary email to a verified or more secure channel. We will not discuss a patient's health information with a relative, employer, or other person unless the patient authorized it or law permits the disclosure.

Unless a contract or law requires another method, written notices to NowExpress may be sent by email to admin@nowexpress.ph. Our business location shown in this policy is Manila, Philippines. Include a clear subject and contact details. A return, legal process, or regulated notice may require a complete address, specific recipient, or different method, so ask support to confirm before sending it.