FAQs

Frequently Asked Questions

ATTENTION: Due to COVID-19 we will not condone hoarding in any shape or form. This is to give every customer a fair chance to make a living during these hard times. Selected products may have purchase limits.

ORDER

How do I order?
To order from our website: (1) add items to cart, (2) proceed to checkout, (3) process payment with your Mode of Payment (MoP) of choice, (4) claim at store upon receipt of "Ready to Claim" email/ status update. We do not accept orders sent through any of our official social media channels. 
Do I need to login?

You may browse our products without logging in, however, should you wish to proceed with the checkout we will need you to log in or create a Dan & Liz account.

Do I need an email?

You may browse our products without an email, however, should you wish to proceed with the checkout we will need a verified email address to log in or create a Dan & Liz account.

Where can I find my Sales Order Number (SO#)?

You can find your Sales Order Number (SO#) by checking your Dan & Liz account or via email. Should you need technical assistance, please reach out to [email protected] and we’ll be happy to assist you.

How long does it take to process my order?

Our average is 1 to 3 days to process (excluding weekends and holidays) upon confirmation of payment.

How do I know if my order is ready?

You will be notified that your order is ready through an account update and a system generated message that will be sent via email within 1 to 3 business days. Click here to learn how to check your order's status.

Can I add items to an existing order?

Once you have checked out your order, we are unable to add additional items. We recommend placing a new order.

Can I cancel my order?

No, if payment has been confirmed by our payment partners. Should you wish to cancel an order that has not been paid, please reach out to [email protected] and we'll be happy to assist you.

Why are Walk-in Orders unavailable? 

We cannot in good conscience open the store for walk-ins/cash payments until we're 100% sure it is safe for you and our high risk staff. Thank you for understanding.


PAYMENTS

How do I pay?

You may choose any Mode of Payment (MoP) available upon checkout. Cash payments and direct bank transfers are currently unavailable. 

What are my payment options?

You can choose from Credit Card, Online Banking, or Over-the-Counter (OTC) Bank and Non-Bank. Select your preferred payment method upon checkout:

Credit Card payments are processed by Paypal.

Online banking payments are processed by Dragonpay.


GCash payments are processed by Dragonpay.


Over-the-counter (OTC) cash payments are processed by Dragonpay through our partner payment channels. You may choose between OTC Bank Deposit or OTC Non-bank.



Follow the process and take note of instructions provided by our payment partner. For concerns, clarifications, and assistance please contact [email protected] for help.

Do I need to send my proof of payment?

There's no need to send your proof of payment. All Paypal and Dragonpay transactions are automatically validated by our payment partners.

Why is Cash-on-Delivery (COD) option unavailable?

COD is unavailable — email [email protected] for your recommendations for third party logistics services with COD.

Why is Cash Payments upon pick up unavailable?

We cannot in good conscience open the store for walk-ins/cash payments until we're 100% sure it is safe for you and our high risk staff. Thank you for understanding.

How long does it take to confirm my payment?

100% of the cost quotation and applicable transaction fees must be paid to confirm the order. Upon receipt of payment, our payment partner, depending on your chosen method of payment, will validate your payment within 24 hours. After which, you will receive an invoice via email. 

 


CLAIM / PICK UP / DELIVERY

When can I claim my order?

You may claim your order when its status is "Ready to Claim". Click here to learn how to check your order's status.

Claiming Schedule

- 8:00 AM to 5:00 PM, Mondays to Saturdays (excluding declared holidays)
- Except from 12:00 PM to 1:00 PM (Lunch Break)

Can I claim my order once payment has been made?

Before claiming, payment must be confirmed by our payment partners. Kindly give us ample time to assemble your orders. Claim only upon receipt of "Ready to Claim" email/status update. 

Can I book a Courier to pick-up my order?

Yes you can! Don’t forget to share your Sales Order No. (SO#) and Account Name with your courier of choice.

Where can I pick-up my order?

You can find our shop via Waze or Google Maps as Dan & Liz General Merchandise. 

#14 Susano Road, Novaliches Proper, Quezon City.
Waze/Google Maps: Dan & Liz General Merchandise

Search for Dan & Liz General Merchandise on Waze or Google Maps


What time can I pick-up my order? 

You may pick up your order during store hours. We prioritize orders with validated proof of purchase.

Store Hours 8am to 5pm, Mondays to Saturdays
Except 12pm to 1pm, Lunch Break
What do I need to show or present to claim my order?

Simply endorse your Sales Order Number (SO#) and name to any releasing staff.

Can a representative (family member, friend, household help, etc.) claim my order?

Yes, just endorse your Sales Order Number (SO#) and name to your representative.

Do you have delivery?

In-house delivery is temporarily unavailable. You may opt to: (1) book your preferred courier or (2) join Dan & Liz Riders to find an available rider. Don't forget to endorse your Sales Order Number (SO#) and name to the rider. 



RETURN

What is your return policy?

Returns, refunds, and exchanges are subject to the following conditions:

  1. Products valid for returns, refunds, or exchanges are only those received with defect or damage. While we understand that you might have changed your mind, we would not be able to take back these items due to strict hygiene standards and merchant limitations.

  2. Sale items are also non-refundable and non-returnable unless defective or damaged.

  3. Products that are defective, damaged, or expired can be refunded, returned, or exchanged within 7 days for non-perishable items, 24 hours to 3 days for perishable items upon receipt of the order. Outside this timeline, the product could have already been exposed to factors beyond our control which could have contributed to the damage/defect. This does not apply to sale items. See the list of perishable items that fall under the 24 hour timeline here.

  4. Products should be in their original purchase condition, must be unused, and still in its original packaging. Perishable items to be returned should at least be 75% intact.

  5. Defective items that are part of a set must be returned as a complete set.

  6. Non-perishable merchandise must be returned complete with original packaging, manual, and factory sales intact.

If you received a damaged, expired, or defective item, please email us at [email protected] with a photo of the item and your invoice so our team can help you out.

Can I have my purchased item exchanged?

Products valid for returns, refunds, or exchanges are only those received with defect or damage. Items that are not defective or damaged will not be taken back due to strict hygiene standards and merchant limitations.

Can I change an order that has been paid?

No, an order cannot be modified upon checkout and cannot be cancelled once payment is confirmed.

I received a damaged or defective item. What should I do?

If you received a damaged item, please send an email to [email protected] within 7 days for non-perishable items and 24 hours to 3 days for perishable items upon receipt of the order. Please attach pictures of the item and a description of the trouble you are experiencing with it. We'll be happy to assist you.

I received the wrong item or package. What should I do?

This rarely happens, but in the unlikely event that you have received the wrong item or package, do send an email to [email protected] — we will correct this as soon as possible.

My item is expired/near expiry, what do I do? 

It is our strict policy to accept only products that have a long shelf life ahead—but sometimes, these things slip through the cracks. Shoot us an email at [email protected] and we’ll sort this out for you.

When will I get my refund?

We will be processing your refund in 24-48 hours. The refund should reflect in your account within 5-15 banking days and may take up to 45 days for international credit cards—this depends on your issuing bank. We will update you via email once refund is processed.

You may contact [email protected] for concerns or assistance.


Store and Customer Service Hours

We're open 8am to 5pm, Mondays to Saturdays (excluding declared holidays). Please be advised that our operations team is on lunch break is between 12pm and 1pm.

You may contact our customer service team at [email protected] We currently do not have a landline, but promise to assist you via email as best we can.






Terms and conditions

Go here to view our Terms and Conditions also known as Terms of Service.