Shipping policy
Shipping Policy
Effective: 29 May 2026
Last updated: 29 May 2026
At Lumitalk, your health and safety are our priority. This Shipping Policy explains how we deliver orders to patients in the Philippines, and operates alongside our Terms and Conditions and Privacy Policy.
1. Shipping Coverage
1.1. We offer nationwide delivery across the Philippines through licensed Philippine courier service providers.
1.2. Deliveries are strictly limited to addresses within the Philippines. We do not currently ship internationally.
2. Order and Delivery Process
2.1. Order confirmation. Once your order is placed, you will receive a confirmation email from our platform.
2.2. Physician consultation. Before your order is processed, you must complete an online health assessment reviewed by a licensed Filipino physician, who will determine whether the requested treatment is clinically appropriate for you.
2.3. Prescription processing. If approved, your order is forwarded to our dispensing partner (a licensed compounding pharmacy or licensed retailer) for verification, processing, and preparation.
2.4. Dispatch to courier. After processing, your package is released to a licensed courier service provider for delivery. You will be notified through the channels you set up with us when the package is on the way.
3. Shipping for Prescription Medication
3.1. Prescription medications are shipped only after the required prescription has been issued and verified by a licensed physician.
3.2. Delivery of prescription items adheres to applicable Philippine FDA regulations and other applicable laws.
3.3. Some prescription medications may require the recipient to present a valid government-issued ID at the time of delivery, or to sign a delivery receipt.
3.4. Certain medications require cold-chain storage. These products are packaged with temperature-controlled materials to maintain product integrity from dispensing partner to patient. Please refrigerate the package as soon as you receive it (do not freeze, unless specifically instructed by your physician).
4. Delivery Timelines
4.1. Delivery timelines are good-faith estimates and may vary based on:
- Location (Metro Manila vs provincial vs remote areas)
- Courier capacity and routing
- Weather events and natural disasters
- Peak season volume
- Other circumstances beyond our control
4.2. For Cash on Delivery orders, delivery dispatch begins after we confirm receipt of the required advance payment.
4.3. Delivery times are estimates only. We cannot guarantee a specific delivery date.
5. Shipping Delays
5.1. While we work to meet our estimated delivery times, delays may occur due to courier service disruptions, remote or hard-to-reach delivery locations, weather events, or other circumstances beyond our control.
5.2. If your order is delayed, contact our care team at support@lumitalk.ph or via the messaging channels we have set up with you. We will work with the courier and the dispensing partner to resolve the issue.
6. Order Tracking
6.1. Once your order has been dispatched, we share tracking information with you via the contact channel you set up at order placement (Viber, Messenger, or email).
6.2. This allows you to monitor your delivery's progress.
7. Accepting Your Delivery
7.1. Inspection. Please inspect your package immediately on receipt. If you observe damage, tampering, or discrepancies, refuse the delivery if possible and contact our care team as soon as you can.
7.2. Address accuracy. You are responsible for providing a complete and accurate delivery address. We are not liable for failed or delayed deliveries caused by incomplete or incorrect address information. If a package is returned to us, you may be responsible for re-delivery costs.
7.3. Risk of loss. Risk of loss transfers to you upon delivery to the address you provided. Once the courier confirms delivery, the risk of loss, damage, or theft passes to you.
7.4. Proof of identity. For compliance and security reasons, the courier may require the recipient to present a valid government-issued ID at delivery.
8. Cash on Delivery
8.1. Where a payment method requires a partial advance payment with the balance collected on delivery (such as Cash on Delivery), the specific terms apply as disclosed at checkout.
8.2. On delivery, the courier collects the remaining balance in cash. Please prepare the exact amount.
8.3. The advance payment may be non-refundable if you refuse delivery. See our Terms and Conditions for details.
9. Cancellations and Refunds
For information on cancellations, returns, or refunds, please refer to Section 7 of our Terms and Conditions.
10. Customer Support
For shipping questions or to report an issue with your delivery:
- General support: support@lumitalk.ph
- Care team: via Viber, Messenger, or email (channels are shared after order placement)
Last updated: May 29, 2026