EONS HEALTH SHIPPING AND DELIVERY POLICY

Last Updated: April 7, 2026

Introduction and Scope of Policy

This Shipping and Delivery Policy (“Shipping Policy”) governs the logistical fulfillment, dispatch, and delivery protocols for all physical products—including, but not limited to, prescription medications, over-the-counter (OTC) treatments, temperature-sensitive (cold-chain) pharmaceuticals, and wellness merchandise—ordered or prescribed through the EONS HEALTH platform (www.eonshealth.ph).

This Shipping Policy constitutes an integral, legally binding component of our Terms of Service. By placing an order, remitting payment, or authorizing a prescription fulfillment through the Services, you expressly acknowledge and agree to be bound by the terms set forth herein.

Important Legal Disclaimer: EONS HEALTH operates strictly as a digital health facilitator and technology platform. EONS HEALTH does not independently manufacture, store, dispense, or directly ship pharmaceutical products. All pharmaceutical compounding, dispensing, and fulfillment are executed exclusively by our network of independent, FDA-licensed partner pharmacies. Physical deliveries are executed by accredited third-party logistics (3PL) and courier providers.

1. Shipping Destinations and Geographical Limitations

1.1. Domestic Philippine Territory Only: EONS HEALTH currently restricts all shipping and fulfillment operations exclusively to addresses within the recognized territorial jurisdiction of the Republic of the Philippines.

1.2. Strict Prohibition on International Shipping: Due to stringent domestic export controls, complex foreign pharmaceutical import regulations, customs licensing requirements, and critical temperature-control parameters, EONS HEALTH absolutely does not offer or facilitate international shipping. Any order placed utilizing an international shipping address, or attempting to utilize an international freight-forwarding service, will be automatically flagged, cancelled, and fully refunded.

1.3. Out-of-Delivery Zones (ODZ): While our Third-Party Logistics (3PL) partners endeavor to maintain nationwide coverage, certain remote, highly restricted, or hazardous geographical areas may be classified as Out-of-Delivery Zones (ODZ). Should your registered address fall within an ODZ, EONS HEALTH reserves the right to suspend the shipment. Our support team will contact you to arrange an alternative delivery protocol, such as mandated pickup from the nearest participating courier branch or logistics hub.

2. Order Processing and Pharmacy Fulfillment Protocols

The "Processing Time" refers to the operational period required for the licensed dispensing pharmacy to clinically review, prepare, custom-compound (if applicable), securely package, and physically hand over your order to the designated courier. Processing time is mutually exclusive from, and in addition to, the actual shipping time.

2.1. Provider Approval Condition Precedent: For all prescription-only items, the processing timeline does not commence until a licensed Provider has comprehensively evaluated your medical intake, formally approved your treatment plan, and electronically transmitted the valid prescription to the fulfilling partner pharmacy.

2.2. Standard Operational Processing: Upon Provider approval and payment verification, partner pharmacies typically require twenty-four (24) to forty-eight (48) hours (excluding Sundays and regular Philippine non-working holidays) to process, label, and package the order in compliance with the Philippine Pharmacy Law.

2.3. Specialized and Compounded Formulations: Orders containing custom-compounded medications, specialized dermatological preparations, or highly sensitive biological products may require an extended processing and stability-testing period of up to seventy-two (72) hours prior to dispatch.

3. Estimated Delivery Timelines and Force Majeure

Upon the physical dispatch of your order from the partner pharmacy, you will receive a formal shipping confirmation email containing a digital tracking identifier. Delivery timelines are estimates measured strictly from the date of dispatch:

• Metro Manila: 1 to 3 business days.

• Greater Manila Area (Bulacan, Rizal, Laguna, Cavite): 2 to 4 business days.

• Provincial Areas (Luzon, Visayas, Mindanao): 4 to 6 business days.

• Same-Day / Expedited On-Demand: Available exclusively in select highly-urbanized zones at an additional premium cost (if dynamically offered at checkout).

3.1. Force Majeure and Disclaimer of Liability: You expressly acknowledge that the delivery timelines provided are estimates, not guarantees. EONS HEALTH and its partner pharmacies shall bear no liability for any delays, losses, or damages arising out of circumstances beyond our reasonable control (Force Majeure). Such circumstances include, but are not limited to, severe weather events (e.g., typhoons), natural disasters, government lockdowns, infrastructure failures, telecommunications outages, logistics/labor strikes, or peak holiday-season volume constraints.

4. Specialized Handling: Cold-Chain and Temperature-Sensitive Products

Certain pharmaceutical products, including specific injectables, biologics, and premium compounds, mandate uninterrupted, strict temperature control (the "Cold-Chain") to maintain therapeutic efficacy and safety.

4.1. Packaging Protocol: Cold-chain items are meticulously packaged utilizing medical-grade thermal insulators, specialized cooling gels, or ice packs designed to sustain the required temperature parameters strictly for the duration of the estimated transit window.

4.2. Expedited Dispatch: All cold-chain products are forcefully defaulted to expedited or same-day shipping modalities to mitigate the risk of thermal degradation.

4.3. Assumption of Thermal Responsibility Upon Delivery: Upon the successful handover of a cold-chain product by the courier, the absolute responsibility for maintaining the required temperature transfers immediately to you. Cold-chain items must be immediately refrigerated as per the manufacturer’s instructions. EONS HEALTH assumes no liability for product degradation resulting from your failure to properly store the item post-delivery.

 

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5. Delivery Receipt and Strict Identity Verification (KYP)

To ensure strict adherence to Philippine Food and Drug Administration (FDA) and Philippine Drug Enforcement Agency (PDEA) regulations governing the secure dispensation of prescription and controlled substances, our couriers enforce stringent "Know Your Patient" (KYP) delivery protocols.

5.1. Primary Recipient Verification: The courier may require the presentation of a valid, unexpired, government-issued photographic ID. The name on the presented ID must perfectly correspond with the patient name designated on the prescription label.

5.2. Authorized Proxy/Representative Authorization: If you are unable to personally receive the package, you may authorize a representative. The authorized proxy MUST be of legal age (18 years or older) and MUST physically present the following triad of documents to the courier:

1. A wet-ink signed Letter of Authorization (LOA) explicitly naming the proxy.

2. A clear photocopy or physical presentation of your (the patient's) valid government-issued ID.

3. The proxy’s own original, valid government-issued ID.

5.3. Right of Refusal: The courier retains the absolute, discretionary right to refuse the handover of the package and return it to the pharmacy if proper identification cannot be established, if the documentation appears fraudulent, or if the receiving party is suspected to be a minor.

 

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6. Mandatory Presence, Failed Deliveries, and Return to Sender (RTS)

Because EONS HEALTH facilitates the delivery of highly regulated, consumable, and temperature-sensitive medical products, you or an authorized, of-age representative must be physically present at the designated delivery address at the time of delivery. A delivery is officially deemed a "Failed Delivery" if the address is incorrect/unlocatable, the receiver is unreachable, the proxy lacks proper documentation, or the courier is denied physical access to the premises.

The legal and financial consequences of a Failed Delivery depend strictly on the category of the product ordered:

A. Temperature-Sensitive (Cold-Chain) and Perishable Products

• Strict Single-Attempt Rule: Due to the finite lifespan of the cooling mechanisms utilized in transit, couriers will make only one (1) delivery attempt for cold-chain products.

• Irrevocable Forfeiture: If the delivery fails due to your unavailability, an address error on your part, or restricted access to your location, the temperature-sensitive products cannot be safely returned to the pharmacy inventory. The items will be legally deemed irrevocably compromised and marked for biological destruction.

• Absolute Liability: In the event of a failed cold-chain delivery, you forfeit the entire cost of the compromised product. Absolutely no refunds, store credits, or complimentary reshipments will be issued. You will bear the full financial burden of placing a new order for a replacement.

B. Standard, Ambient-Temperature Products

• Two-Attempt Limit: For non-perishable, ambient-temperature products (e.g., standard encapsulated supplements, OTC merchandise), couriers will typically execute a maximum of two (2) delivery attempts.

• Return to Sender (RTS): Following consecutive failed attempts, the parcel will be marked "Return to Sender" and routed back to the dispensing pharmacy.

• Redelivery Penalties: If you request the redelivery of an RTS package, you shall be solely liable for the payment of a new shipping tariff, in addition to any administrative RTS penalty fees levied by the third-party courier, prior to the re-dispatch of the item.

7. Damaged, Defective, or Incorrect Items (Statutory Remedies)

While EONS HEALTH and its partner pharmacies enforce rigorous quality assurance protocols, items may occasionally suffer damage in transit. We strictly comply with the Consumer Act of the Philippines (Republic Act No. 7394) regarding defective merchandise.

7.1. The 24-Hour Condition Precedent: You are contractually obligated to inspect your parcel immediately upon receipt. If a product arrives materially damaged, objectively defective, expired, or constitutes an incorrect fulfillment, you must submit a formal claim to legal@eonshealth.ph within twenty-four (24) hours of the courier’s official recorded delivery timestamp.

7.2. Evidentiary Requirements: Your claim must be accompanied by unedited photographic or video evidence clearly depicting the damaged item, the internal protective packaging, and the external shipping waybill.

7.3. Resolution: Upon successful verification of the claim at the sole discretion of EONS HEALTH, we will coordinate with the pharmacy to execute a direct replacement or issue a full refund. Failure to report a defect within the prescribed 24-hour window shall constitute an absolute and irrevocable waiver of your right to claim a refund or replacement.

8. Transfer of Title and Risk of Loss

The legal title to the physical products, and the risk of loss, theft, or damage, transfers from the dispensing partner pharmacy directly to you upon the successful delivery of the package to the address specified in your order, as recorded by the courier’s tracking system.

If a package is officially confirmed as "Lost in Transit" by the 3PL provider's internal investigation prior to being marked as delivered, EONS HEALTH will coordinate with the pharmacy to dispatch a replacement order at no additional cost to you, while we resolve the financial liability directly with the logistics provider.

9. Contacting Shipping and Logistics Support

For all inquiries related to delivery statuses, tracking anomalies, or to report a compromised package, please contact our dedicated support division:

EONS HEALTH Support 

Email: support@eonshealth.ph 

Operating Hours: Monday to Friday, 9:00 AM – 6:00 PM (PHT)

(To ensure rapid processing, you must include your Full Name, Order Number, and Tracking Number in the subject line of all correspondence).