How can we help?

Orders

Do I need an account to order?

No. Just add products to your cart and check out with your name, email, phone number and address.

How do I check my order?

Go to Track Order and enter your order number to see its status and J&T Express tracking number. The link in your confirmation email opens your full order page.

Can I change or cancel my order?

Orders that haven’t been paid can be cancelled from your order page. For paid orders, message us as soon as possible with your order number — we can change or cancel anything that hasn’t been packed yet.

What comes with each vial?

Every vial includes: 5 insulin syringes (1 mL, U-100), Bacteriostatic water, Alcohol pads, 1 reconstitution syringe. Products marked “10 mL bacteriostatic water” come with a full 10 mL vial.

Payment

How do I pay?

After you place your order, your order page shows our GoTyme details. Send the exact total, then upload a screenshot of your payment on the same page.

What should my screenshot show?

The amount, the date and time, and the reference number of the transfer. Blurry or cropped screenshots may delay your order.

How long does it take to confirm my payment?

We check every screenshot against our GoTyme accounts, usually within a few hours during business hours (Mon–Fri, 9:00 AM – 6:00 PM). You’ll get an email as soon as it’s confirmed.

I sent the wrong screenshot.

Open your order page and upload a new one — it replaces the old screenshot.

Shipping

Which courier do you use?

All orders are shipped by J&T Express to Luzon, Visayas and Mindanao.

How much is shipping?

Tirzepatide and Retatrutide ship free. Everything else ships for a flat ₱100 per order via J&T Express.

How do I track my parcel?

Once your order ships we email you the J&T Express tracking number. You can also see it on the Track Order page. Paste it into the J&T Express Track & Trace page to see where your parcel is.

How long does delivery take?

Paid orders are handed to J&T Express within one business day. Metro Manila usually takes 1–3 days; provincial addresses 3–7 days.

Refunds & issues

How do I request a refund?

Open your order page (from your email or Track Order) and choose “Request a refund”. Tell us what happened and attach a photo if something is damaged. We reply by email within 1–2 business days.

My parcel was lost or never arrived.

Request a refund from your order page. We’ll check with J&T Express and either resend your order or refund you in full once the parcel is confirmed lost.

What if my order arrives damaged or wrong?

Request a refund within 48 hours of delivery and attach a photo of the parcel and item. We’ll replace it or refund you.

Can I return a product I changed my mind about?

For safety reasons we can’t accept returns of opened vials. Unopened, sealed items can be refunded within 7 days of delivery once returned to us; return shipping is paid by the customer.

How will I get my refund?

When you request a refund you tell us where to send it — GCash, Maya, GoTyme or a bank account. Your order page shows every update, and you’ll get an email with the refund amount and reference number.

Where is the full policy?

Read our Return & refund policy page (link at the bottom of every page).