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.

PAYMENTS

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.

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

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

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.

100% of the cost quotation must be paid to confirm your order. Upon receipt of payment, our payment partner will validate your order within 24 hours, upon which you will receive an invoice via email. 


ORDER

How do I order?

We only accept orders via our web site. We do not accept walk-ins or 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 Dan & Liz account.

Where can I find my Sales Order (SO)?

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

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 Dan & Liz account.

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.

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.


CLAIM / PICK UP / DELIVERY

Order processing is on a first come, first served basis. As a small business, we do not have the resources to promise same day delivery. Our current average is 3 business days to process upon validation of proof of payment.

For real time updates go here. We will send a system generated message when payment has been confirmed and if order is ready for pick-up.

Should you need further help, please reach out to [email protected]

Yes you can! Please choose pick up as your delivery option, and don’t forget to share your System 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 Fridays
Except 12pm to 1pm, Lunch Break
Do you have delivery?

In-house delivery is temporarily unavailable.



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 won't 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 (defects and damages is communicated in the description of the item).

  3. Products that are defective, damaged, or expired can be refunded, returned, or exchanged within only 7 days for non-perishable items, and within 24 hours for perishable items upon receipt of your 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.

  4. Products should be in their original purchase condition, must be unused, and still in its original packaging accompanied by original Dan & Liz sale invoice. 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.

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 within 24 hours for perishable items upon receipt of your 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 weekends and 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.