1. Order Processing
Once your order is placed, we will review and process the order based on product availability, payment confirmation, and delivery information provided by the customer.
Orders are usually processed after the customer provides complete and accurate information, including:
Full name.
Contact number.
Complete shipping address.
Order details.
Payment method.
Any additional delivery instructions, if applicable.
We may contact you to confirm your order before shipping, especially for Cash on Delivery orders.
2. Order Confirmation
After placing an order, you may receive an order confirmation through email, SMS, phone call, message, or another available communication channel.
Please make sure your contact details are correct and reachable.
If we are unable to verify your order or contact you, we reserve the right to delay, cancel, or hold the order until confirmation is completed.
3. Shipping Locations
We currently ship orders within available delivery areas in the Philippines.
Delivery availability may depend on the courier, location, address accessibility, service coverage, and other operational factors.
We reserve the right to refuse or cancel orders for locations that are not serviceable by our logistics partners.
4. Delivery Timeframe
Estimated delivery time may vary depending on your location, courier availability, order volume, holidays, weather conditions, and other factors beyond our control.
Estimated delivery timeframes may include:
Metro Manila: approximately 1–5 business days.
Provincial areas: approximately 3–10 business days.
Remote or hard-to-reach areas: delivery may take longer.
These timeframes are estimates only and are not guaranteed.
5. Shipping Fees
Shipping fees may vary depending on location, order value, courier, promotion, or delivery method.
Shipping fees, if applicable, will be shown during checkout or communicated before order confirmation.
From time to time, we may offer free shipping promotions. Free shipping offers may be subject to specific conditions, such as minimum order value, selected locations, promotional period, or selected products.
6. Cash on Delivery Orders
Cash on Delivery may be available for selected locations and orders.
For Cash on Delivery orders, the customer must prepare the full payment amount and pay the courier upon delivery.
Customers are responsible for receiving and paying for confirmed COD orders.
Repeated refusal of COD orders without valid reason may result in order cancellation, restriction of COD payment option, or refusal of future orders.
7. Customer Responsibility
Customers are responsible for providing accurate, complete, and reachable delivery information.
Please make sure the following details are correct before placing an order:
Full name.
Complete address, including house number, street, barangay, city, province, and postal code.
Active phone number.
Backup contact details, if available.
Delivery instructions, if needed.
We are not responsible for failed, delayed, or lost deliveries caused by incorrect, incomplete, or unreachable customer information.
8. Failed Delivery
A delivery may fail due to reasons including but not limited to:
Incorrect or incomplete address.
Customer not available to receive the order.
Customer cannot be contacted by the courier.
Customer refuses to receive the order.
Payment not prepared for Cash on Delivery.
Delivery location is restricted, unsafe, or inaccessible.
Courier-related issue or failed delivery attempt.
If delivery fails due to customer-related reasons, additional shipping fees may apply for reshipment.
We reserve the right to cancel the order if delivery cannot be completed after reasonable delivery attempts.
9. Delivery Delays
While we aim to deliver orders within the estimated timeframe, delays may occur due to:
High order volume.
Courier delays.
Weather conditions.
Holidays or peak seasons.
Natural disasters.
Government restrictions.
Technical or operational issues.
Incorrect customer information.
Events beyond our reasonable control.
We are not liable for delays caused by third-party couriers or circumstances outside our control, but we will make reasonable efforts to assist customers with delivery concerns.
10. Order Tracking
If tracking information is available, we may provide it through email, SMS, message, or another communication channel.
Tracking updates may depend on the courier’s system and may not always be updated in real time.
If you have concerns about your delivery status, you may contact us at:
Iqgold@philippines.com
Please provide your order number, full name, and contact number so we can assist you properly.
11. Damaged Package Upon Delivery
Customers are advised to check the package upon delivery.
If the package appears severely damaged, opened, tampered with, or incomplete, please take clear photos or videos immediately before opening or accepting the package, if possible.
If you receive a damaged, wrong, expired, incomplete, or defective product, please contact us within the period stated in our Return and Refund Policy.
Please include:
Order number.
Full name.
Contact number.
Clear photos or videos of the package.
Clear photos or videos of the product.
Description of the issue.
12. Lost or Missing Orders
If your order is marked as delivered but you did not receive it, please contact us as soon as possible at:
Iqgold@philippines.com
We will review the case with the courier and may request supporting information from you.
We are not responsible for lost orders caused by incorrect delivery information, unauthorized receiver, unattended delivery location, or customer negligence.
13. Incorrect Shipping Address
If you entered an incorrect shipping address, please contact us immediately.
We may update the address only if the order has not yet been shipped.
Once the order has been shipped, we cannot guarantee that the address can be changed.
If the order is returned due to incorrect address or unreachable customer information, the customer may be responsible for additional shipping fees for reshipment.
14. Refused Orders
If a customer refuses to receive a confirmed order without a valid reason, the order may not be eligible for refund.
For Cash on Delivery orders, refusal to receive the package after confirmation may result in restriction from future COD orders.
15. Split Shipments
In some cases, items in the same order may be shipped separately due to product availability, warehouse arrangement, courier limitations, or operational reasons.
If your order is split into multiple shipments, we may provide separate delivery updates where available.
16. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes in our shipping process, courier partners, delivery coverage, fees, or business operations.
Any changes will be posted on this page with an updated “Last updated” date.
17. Contact Us
If you have any questions about shipping, delivery, or order tracking, please contact us at:
IQ GOLD Philippines
Brand: IQ GOLD PHILIPPINES
Email: Iqgold@philippines.com
