Shipping and Delivery Policy

Effective Date: 08 September 2026
Last Updated: 08 September 2026
Version: 1.0

This policy explains where NowExpress delivers, when an order is processed, what delivery estimates mean, how privacy is protected, and what to do if a parcel is late, lost, damaged, incorrect, or temperature-sensitive.

1. Delivery Summary

Stage or area Current general target
Order placed before 10:00 AM PHT Eligible orders are targeted for same-day processing. Prescription orders still require clinical and pharmacy approval before dispatch.
Order placed at or after 10:00 AM PHT Targeted for processing on the next business day.
Metro Manila Eligible orders may be delivered the same day after required approvals and dispatch, subject to coverage and courier capacity.
Outside Metro Manila Eligible orders are generally dispatched on the next business day and currently estimated to arrive within two to three days after dispatch.

The method, fee, service area, and estimate displayed at checkout or confirmed for your order are the most specific information for that transaction. These are targets, not guarantees. Clinical review, prescription validation, stock, payment checks, holidays, weather, traffic, courier capacity, remote locations, and safety requirements can change timing.

2. What This Policy Covers

This policy applies to medicines, medical devices, wellness products, test kits, cold-chain products, and other physical items delivered through a NowExpress order. A home diagnostic appointment is not a parcel delivery, but the scheduling and arrival rules in Section 14 apply to the home-service team.

A product page, checkout notice, or service-specific confirmation may state a different cutoff, route, or estimate. A specific term shown before payment controls for that item. The Cold-Chain Product Terms add special rules for temperature-sensitive items.

3. Service Areas, Methods, and Fees

Available delivery areas and methods depend on the product, required storage, prescribing and pharmacy coverage, courier route, and destination. Enter the complete address at checkout to see currently available options. We may contact you if an address is outside the approved area or cannot safely receive the selected product.

The delivery or home-service fee, if any, is shown before payment. Additional fees are not added after acceptance unless you request a change or a new attempt is needed for a reason attributable to the recipient and the charge is disclosed and lawful. Statutory discounts apply only to qualifying components; ordinary delivery or convenience fees are not discounted unless law requires it.

4. Processing Before Dispatch

NowExpress performs pharmacy, storage, packing, distribution, and dispatch activities only within the scope of its current FDA licences. For work performed by NowExpress, its licensed pharmacy and distribution operation is responsible for product identity, approved sourcing, storage conditions, stock and batch traceability, applicable patient labeling, quality checks, and recall controls before handoff. A courier remains responsible for the delivery work it performs, but using a courier does not remove NowExpress's regulated duties.

Payment confirmation does not always mean a parcel is ready to ship. Depending on the order, processing may include identity and fraud checks, doctor review, prescription issuance, pharmacist validation, stock allocation, benefit verification, product inspection, labeling, cold-chain preparation, and courier booking.

If information is missing, a doctor changes or declines treatment, a pharmacist cannot dispense, a product is unavailable, or delivery cannot be arranged safely, we will contact you. We will not dispatch a prescription medicine before the required clinical and pharmacy checks are complete.

Orders placed on weekends or public holidays, or approved after the applicable cutoff, may move to the next operating or business day. An urgent medical need should not wait for parcel delivery; seek appropriate in-person or emergency care.

5. Address and Contact Details

Provide the correct recipient name, unit or house number, street, barangay, city, postal code, landmarks where needed, building and access instructions, and a mobile number that will be reachable during delivery. Review the details before payment and contact us immediately if a correction is needed.

An address change after packing or courier handoff may be unavailable, may change the fee or timing, and may require a new order for a prescription or cold-chain item. We will explain the available option before proceeding.

6. Recipient, Identity, and Proof of Delivery

The customer or an authorized adult recipient should be available during the expected window. The courier may request the recipient's name, delivery code, signature, photograph of the parcel at handoff, or another proportionate proof of delivery. An ID may be required for a prescription, restricted item, statutory benefit, or other service where identity verification is necessary.

Tell an authorized recipient when a parcel contains medicine that needs prompt attention, especially a cold-chain item. The recipient must not be asked to disclose a diagnosis to the courier. Do not share a one-time payment password, verification code, card PIN, or e-wallet PIN with a courier.

7. Discreet Packaging

Orders are placed in plain external packaging that does not prominently display the medicine name, diagnosis, or sensitive product category. Required recipient, address, courier, pharmacy, safety, and handling information may appear on a shipping or handling label.

Internal product labels, prescriptions, receipts, patient information, and legally required pharmacy details remain included or available as required. Discreet packaging does not mean removing a label needed for safe use, lawful dispensing, or correct delivery.

8. Tracking and Delivery Updates

When tracking is available, a link or status update is sent to the email address or mobile number on the order. Courier scans can be delayed or incomplete, and a tracking estimate may change. Contact us if a status appears incorrect, shows delivery you did not receive, or does not update after the expected period.

We may send service messages about approval, dispatch, delay, delivery, failed attempts, recalls, or safety. These are necessary order messages and are sent even if you opted out of marketing.

9. Delivery Estimates and Delays

Traffic, weather, flooding, accidents, road closures, disasters, government restrictions, building access, courier shortages, recipient contact, remote destinations, and other events can delay delivery. We will use reasonable efforts to monitor material delays and provide an updated estimate or available option.

A delay does not automatically mean a cold-chain product is compromised or that every product must be refunded. It also does not remove a remedy when the delay causes non-delivery, damage, loss, a confirmed temperature failure, or another breach. Contact support rather than guessing whether a temperature-sensitive medicine remains safe.

10. Failed or Missed Delivery

If the courier cannot complete delivery because the recipient is unavailable or unreachable, access is refused, details are incorrect, the parcel is refused without a covered reason, or the recipient asks for unsafe unattended delivery, the courier may return the parcel or request instructions.

A reasonable redelivery, return, retrieval, or replacement charge may apply when the failure is attributable to the customer or recipient. For prescription and cold-chain products, the pharmacist or quality team must first decide whether the item remains suitable for redelivery. If its quality can no longer be assured, a new product and charge may be required.

No added charge applies when the failed attempt resulted from our error, the courier's error, an undisclosed access restriction, or another reason not attributable to you. A customer-caused failed attempt does not remove a remedy for a separate defect, wrong item, recall, or unsafe product.

11. Lost, Incorrect, Damaged, or Missing Orders

Inspect the parcel, outer packaging, seal, product carton, patient label, quantity, and expiry promptly. Do not use a medicine if the item, patient, strength, seal, or condition appears wrong.

Email returns@nowexpress.ph with the order number and available photographs if an order is missing, marked delivered but not received, incomplete, wrong, damaged, leaking, expired, opened, tampered, or materially delayed. We will investigate with the pharmacy, courier, supplier, or provider and arrange the appropriate retrieval, replacement, or refund.

Contact us within 48 hours where reasonably possible. This reporting request does not automatically extinguish a right for a latent defect or an issue that could not reasonably be found sooner.

12. Prescription Medicines and Medical Devices

Prescription medicines are delivered only for the named patient and should be received by the patient or an authorized adult. Check the patient label and medicine before use. Store the medicine immediately as stated on its label and follow pharmacist or prescriber instructions.

A prescription medicine normally cannot be placed back into saleable stock after it leaves controlled custody. A change-of-mind return is therefore restricted after dispensing or dispatch, but remedies remain available for a wrong, defective, expired, recalled, damaged, tampered, or improperly handled medicine.

Inspect a medical device before use and follow its label and manufacturer instructions. Do not use it if a sterile barrier, seal, expiry, calibration, packaging, or physical condition appears compromised. Contact us promptly about a wrong device, missing component or instructions, malfunction, inaccurate or unexpected reading, injury, contamination concern, falsification concern, or recall. Keep the device and identifying packaging unless doing so would be unsafe or we instruct otherwise.

13. Cold-Chain Delivery

Cold-chain products are packed using insulated materials and temperature-control materials selected for the product, planned duration, expected conditions, approved labeling, and available manufacturer guidance. Packaging and cooling materials may differ by product and route.

  • Keep the mobile number provided for delivery reachable and arrange an authorized adult recipient.
  • Receive and inspect the parcel promptly. Do not leave it outdoors, in a vehicle, under direct sunlight, or in another unsuitable place.
  • Transfer the medicine immediately to the storage condition on its label or in the instructions. Do not freeze it unless the label specifically requires frozen storage.
  • Report significant delay, tampering, damage, leakage, unexpected freezing, or another handling concern as soon as possible, preferably within two hours.
  • While waiting for assessment, keep the medicine under its recommended storage condition, do not use it if integrity is uncertain, and retain the product and all packaging.

Melted cooling material or a parcel that does not feel cold does not by itself prove that the medicine is unsafe. A pharmacist or authorized quality reviewer may consider the product label, manufacturer stability information, pack-out record, dispatch and delivery times, total delay, packaging, available temperature data, and photographs before advising continued use, quarantine, retrieval, replacement, or refund.

Read the Cold-Chain Product Terms for the full active handling, cancellation, failed-delivery, assessment, and recall rules.

14. Diagnostic Home Service

A home-service appointment is confirmed only after NowExpress or the selected laboratory confirms the date, time or arrival window, address, service availability, preparation, patient details, and any required request or prescription. Arrival windows are estimates because travel and prior patient appointments can affect timing.

Provide safe and reasonable access, a clean collection area where needed, and an authorized representative for a minor or represented patient. The collector identifies the service provider and follows the laboratory's patient-identification and specimen-labeling process before collection.

If the home-service team cannot attend or perform the paid service for a reason not attributable to you, the Diagnostics Terms govern rebooking, replacement, recollection, or refund. A home-service fee may be treated separately from the diagnostic fee and is not part of a statutory discount unless law requires it.

15. Ownership, Custody, and Your Remedies

Commercial ownership and risk are determined by the transaction and applicable law. Nothing in a courier handoff, tracking status, unattended-delivery request, or proof-of-delivery record automatically removes NowExpress's or a provider's responsibility for a loss, defect, safety issue, privacy failure, or nonconformity under its control.

NowExpress remains the first support contact for a NowExpress order. We may coordinate with a pharmacy, supplier, laboratory, or courier, but we will not require you to resolve a covered NowExpress transaction alone with a third party.

16. Contact

Include your order number, delivery postcode or city, current tracking status, and a short description. Do not email unnecessary medical records or full payment credentials.

17. Your Rights Under Philippine Law

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

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.