Free local shipping on orders worth 2,990 Php and above Worldwide shipping now available
Free local shipping on orders worth 2,990 Php and above Worldwide shipping now available
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Shipping Policy

Do you ship internationally?

Yes, CRUZ ships internationally via DHL Express. Our shipping rate depend on the area, and some remote locations will require additional fees due to the distance. Our shipping fees are provided by our international courier

Do you offer free shipping?

We currently offer FREE local (Philippines only) shipping if your order reaches 2,990 Php (after discounts). 

Why is international shipping so expensive?

CRUZ is manufactured and based in the Philippines. We ship directly from our warehouse. Because of the given distance, we offer shipping at the listed rates by our courier. The rates also depend on the weight of the whole packageWe are continuously finding ways to reduce the costs you have to pay. 

Who pays for customs duties and taxes?

The customer is responsible for paying customs duties and taxes levied by the respective country involved in your shipment. CRUZ will not reimburse payments made for such. Customs policies vary from country to country.

 

 

How do I know if my package has been shipped?

Once you place an order, you will automatically receive an order confirmation e-mail. Once your order has been processed and is ready to be shipped out from our warehouse, you will receive another e-mail with shipping information. 

How do I track my order?

Once you have received your shipping confirmation e-mail containing the details of your package, as well as its waybill tracking number, it will contain a link where your package can be tracked. 

How long does international shipping usually take?

Our express international shipping via DHL usually takes 5-7 business days (Not including weekends and holidays) after processing. Please allow 2-3 days for us to process your order before we're able to ship it out. Due to the pandemic, orders may be affected and some may experience delays

 

I placed an order but did not receive a confirmation e-mail.

You should have received a confirmation e-mail instantly after placing an order.  If you did not receive an email at all within a few hours of placing your order, please check your Spam folder.

Can I still change my shipping address?

Kindly e-mail cruz.mnl.ph@gmail.com as soon as possible. Let us know your complete address and we will gladly change your shipping information as long as your item has not yet been shipped.

Is my signature needed when received?

All international shipments require a signature for delivery unless waived by the customer. If you wish to request delivery without signature, kindly contact DHL directly.

I never received my package but I was notified it was delivered.

CRUZ provides complete tracking information. If the tracking information states that your items have been delivered, but you have not received them, kindly check around your neighborhood in case another home has received it. If not found, you may try to contact us and be glad to give you a 30% discount for the same pieces that have been ordered.

 

My package was held or rerouted/returned

Cases like these usually happen in the event when additional fees must be paid or an invalid/incorrect address is given. DHL will notify you enough times and will  give you enough time to respond to their messages. However, once they have declared that the package was rerouted, we can no longer extend out help.

 

Do you refund shipping fees?

Shipping and handling costs are non-refundable. This applies to undeliverable or refused shipments, missing, and stolen shipments. Should you return an item purchased from us for store credit, you will only be credited for the price of the products.