Shipping & Returns Policy

At The KEVLO Shop, it is our goal to provide you with exemplary service. We are committed to ensuring that our Customers get their KEVLO orders correctly at the soonest possible time. We use the best carriers in the business to make sure your order gets to you on time.

Please select your location

Philippines

Our Policy for Orders within the Philippines

We keep you informed.

All orders will only ship once your payment has been cleared. Once you have placed and paid your order, you will receive an Order Acknowledgement email/SMS to confirm your order details. Once your payment has been verified and your item ships, you will receive an SMS with carrier and tracking information. Please note that tracking information will only be available online once your chosen carrier updates its database to reflect this transaction. This will take anywhere between 1-2 working days.

You can also visit online to view the most up-to-date status of your order. Visit the My Account link in the menu and you will see your order number, the date and time the order was placed, the status of the order, estimated shipping and delivery dates, the shipping method, and package tracking information for items that have shipped.

Shipping and delivery estimates

The KEVLO Shop delivers nationwide within the Philippines in partnership with LBC, JRS, and AP Cargo. We also use other local carriers if preferred by the customer, subject to availability. For orders within Metro Manila and Cebu, delivery time is within 1-2 business days upon shipment. For orders outside Metro Manila and Cebu, we deliver within 2-5 business days with the exception of some remote areas.

 

Shipping and Delivery Timeframe

 

Full and complete payment for products must be received before products are shipped.

Our Business Days are Monday to Friday, excluding national holidays within the Philippines, as well as local holidays. Orders received on Saturday and Sunday are usually processed on Monday.

Time-Sensitive Orders

Arrival time with the free shipping is not guaranteed. If your package is time-sensitive, please select an upgraded shipping option (LBC Express) for an additional charge. For more information, contact us.

How can I track my order?

As soon as your item(s) have shipped, we’ll send you a Shipment Notification SMS that includes the estimated delivery date and tracking number. You can use this information to Trace Your Package and get the latest status of your shipment. Notifications are sent any time within 6-48 hours after shipment, when our database updates to reflect the transaction.

What time will my order be delivered?

Deliveries are made between 9 am and 5 pm.

You can check the estimated delivery date by contacting your local carrier’s branch. The KEVLO Shop and its third-party carriers cannot determine exact delivery time. These carriers cannot make a call prior to delivery, except on instances where they cannot locate your address.

Can I have my order delivered to an address other than my home?

For your convenience, you may prefer to have your order delivered to an alternative address such as your office address. If you choose to deliver to your office, please include the business name in the shipping address. Please note, if you choose this option, goods may be left with reception desk.

Delivery to a PO Box is not permitted for security reasons.

I need to change my shipping address

If you have not yet received your shipment notification you can amend your details online by logging into your account. If you are unable to modify your shipping details here, please contact The KEVLO Shop Customer Service.

If your order is already in transit, please contact The KEVLO Shop Customer Service. Note that some shipping carriers such as LBC Express might charge an additional fee to reroute your package; this extra fee will be shouldered by the customer.

I will not be home on the scheduled delivery date

Your package can be received to a representative at your shipping address if you are not personally available to receive your package. If your tracking information indicates that your order was delivered, please check with your neighbors or building management to see if either party received the package on your behalf. We are not responsible for stolen or lost items once they are delivered by the carrier.

What happens if my delivery goes missing or damaged?

Missing Deliveries

If your package has not yet arrived after six (6) business days from shipping, The KEVLO Shop will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement.

Damaged Items

When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping package to show some wear, and in very rare cases, minor dents, which will not affect the efficacy of the product inside. Likewise there may be instances where the beauty soaps will show dents or deformities in the packaging from handling during shipment which will not affect the efficacy of the product as well. However, if damage occurred to the item(s) in your shipment, such as significant leaks and breakages in the product containers, please contact The KEVLO Shop Customer Service. Please provide the invoice number in your order slip for fastest service. To ensure prompt resolution, please retain the shipping package, packing materials and the damaged items for inspection.

We only accept returns if an error or gross misrepresentation is made on our part (e.g. wrong goods are delivered). If there is an error in your order, please contact The KEVLO Shop Customer Service. Our dispatch agent will get in touch with you to rectify the error. Any merchandise that is wrongly sent to our customers will be immediately replaced, and no additional shipping charges will be incurred by the customer if it is shipped within the Philippines.

Product Returns

Please contact us to receive a return authorization prior to sending back any merchandise. Failure to do so may result in the refusal of your package upon its delivery to us. Only products purchased directly from The KEVLO Shop, whether by website or telephone order, may be returned to us. If you have purchased KEVLO products through one of our independent distributors and/or resellers, please contact them for information regarding their return policy.

To protect you from package loss and to ensure prompt delivery, we recommend shipping your return package via LBC Express or JRS Express. Please retain receipts and tracking information for your records.

Regrettably, return shipping and handling charges for damaged goods caused by the carrier are not refundable.

Your return will be processed promptly upon its arrival.

I want to cancel my order

If your package still in transit, please contact The KEVLO Shop Customer Service so we can prepare your Refund Claim (RC) Form. Once your chosen carrier attempts delivery, please refuse the package. Your reimbursement will be processed once your package has returned to our dispatch office, and usually completes within 3-5 business days. Please note that shipping fees cannot be refunded. Additionally, a 20% restocking charge, and any corresponding service fee charged by respective banks or money transfer services during the reimbursement transaction will also be deducted from your refundable amount.

Other Countries

Our Policy for International Orders

We keep you informed.

Orders can only be shipped once payment has been cleared. Once you have paid for your order, you will receive an Order Acknowledgement email to confirm your order details.

Once your payment has been verified and your item ships, you will receive a Shipment Notification email with carrier and tracking information. Please note that tracking information will only be available online once your chosen carrier updates its database to reflect this transaction. This will take anywhere between 12-48 hours.

You can also visit online to view the most up-to-date status of your order. Visit the My Account link in the menu and you will see your order number, the date and time the order was placed, the status of the order, estimated shipping and delivery dates, the shipping method, and package tracking information for items that have shipped.

How can I track my order?

As soon as your item(s) have shipped, we’ll send you a shipment notification email that includes the shipping carrier and tracking number. You can use this information to Trace Your Package and get the latest status of your shipment.

International Shipping

The KEVLO Shop delivers to anywhere in the world through DHL Express and EMS Worldwide. Full and complete payment for products must be received before products are processed and shipped.

Our Business Days are Monday to Friday, excluding national holidays within the Philippines, as well as local holidays. Orders received on Saturday and Sunday are usually processed on Monday.

Airline Restrictions

Beauty products such as toners, lotions, creams, and peeling oils are considered by international regulations as Hazardous Materials (“HazMat”) or Dangerous Goods when in transit, and can only be shipped by ground only, except through DHL. Additionally, food supplement capsules are restricted commodities and can only be shipped by EMS/Postal Office.

Shipping Fees

Your shipping price will vary depending on the weight of the package as well as your country’s zone. HazMat shipments are always subject to additional charges. If applicable, you will shoulder the payment of all duties, tariffs, and customs taxes in your country.

 

Shipping and Delivery Timeframe

Processing and Transit Time

International orders require around 2-3 business days to be processed since they require additional documentation needed for customs clearance.

We process International express shipments every Wednesday and Saturday and will take around 2-4 weeks (Express/Standard Mail). The time in transit for International Orders will vary significantly from country to country.

Additionally, your country’s Customs Authority has the right to hold your package for any reason or no reason at all, for anywhere from 1 to 30 days of receipt. The KEVLO Shop unfortunately does not have the authority or ability to make any changes to or expedite your order. Please contact your local post office for more information should this delay occur.

What time will my order be delivered?

Deliveries are made between 9 am and 5 pm.

You can check the estimated delivery date by contacting your local carrier’s branch. The KEVLO Shop and its third-party carriers cannot determine exact delivery time. These carriers cannot make a call prior to delivery, except on instances where they cannot locate your address.

I need to change my shipping address

If you have not yet received your shipment notification you can amend your details online by logging into your account. If you are unable to modify your shipping details here, please contact The KEVLO Shop Customer Service.

If your order is already in transit, please contact The KEVLO Shop Customer Service. Note that some shipping carriers might charge an additional fee to reroute your package; this extra fee will be shouldered by the customer.

I will not be home on the scheduled delivery date

Your package can be received to a representative at your shipping address if you are not personally available to receive your package. If your tracking information indicates that your order was delivered, please check with your neighbors or building management to see if either party received the package on your behalf. We are not responsible for stolen or lost items once they are delivered by the carrier.

My shipment was put on hold or was seized by customs

Please contact your customs authority as soon as possible for more information or negotiate the release of your package. We will also help the best we can, by providing paperwork, but we cannot guarantee that we can provide all documents that your local customs office may need (e.g., a doctor’s prescription from your country).

When buying products from our website, the buyer understands that it is his/her responsibility to make sure that the items comply with both state and federal importation rules and regulations. Shipping of glutathione supplements to certain countries is often a hit/miss experience, and it is important that you get in touch with us first so we can inform you of our experiences in shipping to your country.

Regrettably, if a package is seized by the buyer’s country’s customs office (meaning, it will not be returned to the sender), we cannot issue a refund.

What happens if my delivery goes missing or damaged?

Missing Deliveries

If your package has not yet arrived after six (6) weeks from shipping, The KEVLO Shop will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement.

Damaged Items

When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping package to show some wear, and in very rare cases, minor dents, which will not affect the efficacy of the product inside. Likewise there may be instances where the beauty soaps will show dents or deformities in the packaging from handling during shipment which will not affect the efficacy of the product as well. However, if damage occurred to the item(s) in your shipment, such as significant leaks and breakages in the product containers, please contact The KEVLO Shop Customer Service. Please provide your Order # for fastest service. To ensure prompt resolution, please retain the shipping package, packing materials and the damaged items for inspection.

We only accept returns if an error or gross misrepresentation is made on our part (e.g. wrong goods are delivered). If there is an error in your order, please contact The KEVLO Shop Customer Service. Our dispatch agent will get in touch with you to rectify the error. Any merchandise that is wrongly sent to our customers will be immediately refunded without the need of returning the merchandise back to us.

Product Returns

The customer shall shoulder the cost of shipping the items back to us. The client is likewise responsible for all duties, taxes or brokerage fees. Please note that all international shipping charges are non-refundable. As an alternative, the customer can opt for store credits at our discretion and the customer’s approval.

Please contact us to receive a return authorization prior to sending back any merchandise. Failure to do so may result in the refusal of your package upon its delivery to us. Only products purchased directly from The KEVLO Shop, whether by website or telephone order, may be returned to us. If you have purchased KEVLO products through one of our independent distributors and/or resellers, please contact them for information regarding their return policy.

To protect you from package loss and to ensure prompt delivery, please retain receipts and tracking information for your records.

Regrettably, return shipping and handling charges for damaged goods caused by the carrier are not refundable.

Your return will be processed promptly upon its arrival.

Refunds

When your order arrives, you have seven (7) days to make a return/refund.

KEVLO Merchandise may be returned for refund by following these steps:

  1. Contact KEVLO Customer Care to obtain a Refund Authorization Number.
  2. Fill out the Refund Claim Form below in its entirety and submit it.
  3. Return the authorized item(s) per shipping instructions provided by our agent.
  4. Your request will be processed within 3 business after return shipment is received.

For cancellation of orders, a 20% restocking charge will be deducted from your refundable amount. However, this does not apply if your package has been refused entry by customs .

If your package was refused by customs and it was sent back to us, you are eligible for a refund. We cannot issue refunds if your package has been confiscated/thrown away.

Please note that shipping fees as well as other charges incurred during initial shipment cannot be refunded.

Any corresponding service fees charged by banks or money remittance centers during the refund transaction shall likewise be deducted from your refundable amount.

Any merchandise returns not approved by us will be refused. You will be responsible for any shipping fees when returning merchandise, so be sure to contact us prior to taking any action.

When shipping returned items, you are responsible for packing and shipping the items properly so they do not get damaged or lost in transit.

I want to cancel my order

If your package still in transit, please contact The KEVLO Shop Customer Service so we can prepare your Refund Claim (RC) Form. Once your chosen carrier attempts delivery, please refuse the package. Your reimbursement will be processed once your package has returned to our dispatch office, and usually completes within 3-5 business days. Please note that shipping fees cannot be refunded. Additionally, a 20% restocking charge, and any corresponding service fee charged by respective banks or money transfer services during the reimbursement transaction will also be deducted from your refundable amount.