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Shipping, Delivery & Fulfillment Policy
Last updated: August 18, 2026. This Shipping, Delivery & Fulfillment Policy explains how Polybrand Online Shop processes paid orders, prepares parcels, arranges delivery, provides shipment tracking, and handles post-delivery concerns for orders placed through The Polybrand.
This Policy applies to direct The Polybrand website orders. The Polybrand independently uses third-party courier services, including SPX Express (Shopee Express) and J&T Express, for logistics and delivery. Using a courier does not mean that a direct The Polybrand website order is a Shopee marketplace order or that The Polybrand is operated by or affiliated with Shopee.
This Policy should be read together with The Polybrand Terms & Conditions, Returns, Refunds & Cancellation Policy, Privacy Policy, and Internal Redress Mechanism. Where applicable Philippine law provides a mandatory consumer right or remedy, that requirement prevails.
Once an order has been successfully placed and payment has been confirmed, The Polybrand will prepare the order for shipment.
The Polybrand's standard fulfillment commitment is to ship paid and successfully verified orders within forty-eight (48) business hours, Monday through Friday.
The fulfillment period is calculated only on The Polybrand's Monday-to-Friday business days. Saturdays and Sundays are not counted toward the fulfillment period. Where a Philippine public holiday affects The Polybrand's operating days, the applicable non-operating day will likewise not be counted.
For purposes of this Policy, "Shipped" means that The Polybrand has completed the applicable fulfillment process and has handed the parcel to, or made the parcel available for pickup by, the assigned courier.
The 48-business-hour fulfillment commitment may be affected by circumstances such as payment verification, product availability, incomplete order information, courier pickup availability, or events outside The Polybrand's reasonable control.
The Polybrand records photo proof of the order during fulfillment. The photo may show the products, packed order, parcel, packaging, or other fulfillment details relevant to documenting the condition and preparation of the shipment.
This photo proof is maintained as an operational record and may be used for order verification, customer support, return/refund assessment, delivery disputes, fraud prevention, and other legitimate business or legal purposes.
Fulfillment photo proof does not by itself remove or limit a customer's right to request an applicable return, refund, replacement, repair, warranty remedy, or other remedy under The Polybrand policy or Philippine law.
The Polybrand independently uses the following third-party courier services for direct website orders:
Customers select their preferred courier from the available shipping options presented during checkout. The Polybrand currently offers SPX Express (Shopee Express) and J&T Express as courier options for eligible orders. Availability may vary depending on the delivery destination, parcel characteristics, and other applicable shipping conditions.
Both SPX Express and J&T Express provide online tracking services for shipments. SPX Express describes its service as offering real-time parcel tracking, while J&T Express provides a Track & Trace facility.
Shipping fees are automatically calculated during checkout based on the applicable shipping configuration and the shipment's weight. The applicable shipping charge is presented to the customer before the order is completed.
Courier billing may also take into account applicable courier measurement or dimensional-weight rules. The shipping amount displayed at checkout is the amount applicable to the customer's order under The Polybrand's shipping configuration.
After the parcel has been prepared and shipment has been arranged, The Polybrand will upload the applicable tracking number to the customer's order record.
Customers may use the tracking number to monitor the shipment directly through the applicable courier.
J&T Express Track & Trace: jtexpress.ph/track-and-trace
SPX Express Tracking: spx.ph/en
The Polybrand will maintain photo proof associated with the shipment where supported by its fulfillment system. Shipment proof may show the parcel, shipping label, tracking information, or other relevant shipping details.
Shipment photo proof supports traceability and may be used when investigating delivery disputes, damaged parcels, missing items, incorrect items, or other fulfillment concerns.
All shipments made through The Polybrand are insured through the selected courier.
Shipments are covered by the applicable insurance, protection, liability, compensation, and claims provisions of the courier selected by the customer.
The applicable insurance coverage, claim process, documentation requirements, coverage limits, exclusions, valuation rules, and processing procedures are governed by the terms and conditions of the selected courier.
In the event of loss, damage, or another covered shipment incident, The Polybrand will cooperate with the selected courier in processing the applicable insurance or shipment claim.
Courier insurance and claims procedures do not remove or limit any consumer right or remedy that The Polybrand is required to provide under applicable Philippine law.
After shipment, delivery time depends on the courier selected by the customer, origin, destination, service availability, parcel characteristics, weather, holidays, courier operations, parcel volume, remote-area conditions, and other factors.
The Polybrand therefore provides delivery estimates rather than guaranteed delivery dates. Customers should use the tracking number provided with the order for the most current shipment status.
SPX Express states that it provides nationwide coverage and real-time parcel tracking. J&T Express provides Track & Trace and a Shipping Days facility for shipment information. Current delivery timing may vary by route and operational conditions.
Customers should provide complete and accurate recipient and delivery information and ensure that the recipient or an authorized person is reasonably available to receive the parcel.
The number of delivery attempts, redelivery arrangements, return-to-sender procedures, and related handling may depend on the applicable courier's current operating procedures and the specific shipment.
A tracking number may be available before the courier's first physical scan. Tracking information may therefore take time to appear or update after the parcel has been handed to the courier.
If tracking does not update within a reasonable period or the shipment appears to be delayed beyond the available delivery estimate, customers may contact The Polybrand Customer Care with the order and tracking information.
After the courier records the parcel as delivered, the customer should confirm receipt by clicking Order Received in The Polybrand order interface.
Customers are encouraged to inspect the parcel and its contents promptly after delivery.
Clicking Order Received does not waive or eliminate an applicable right to request a Return/Refund, replacement, repair, warranty remedy, or other consumer remedy where the circumstances qualify under applicable law or The Polybrand policy.
Customers may file a Return/Refund request directly through The Polybrand after receiving an order, using the Return/Refund function available in the customer's order interface.
The Polybrand return/refund flow allows customers to identify the nature of the issue, describe what happened, provide required evidence photographs, and submit the request for review.
The available issue categories may include:
The Polybrand may request additional information or evidence where reasonably necessary to evaluate a request.
Return/refund eligibility, remedies, evidence requirements, and processing are governed by The Polybrand Returns, Refunds & Cancellation Policy, applicable warranties, marketplace rules where relevant, and Philippine law.
Customers submitting a Return/Refund request should provide a clear description of the issue and the requested supporting evidence. Evidence photographs may be required to show the problem.
Where appropriate, customers should photograph the parcel, shipping label, packaging, product, and affected area before disposing of, altering, or returning the item.
Customers should keep the product and packaging available until The Polybrand completes its assessment or provides return instructions.
If a parcel arrives visibly damaged, customers should take clear photographs of the parcel, shipping label, packaging, and product and submit the concern through the Return/Refund process or Customer Care.
The Polybrand may coordinate with the courier when a shipment claim is appropriate while separately assessing any return, refund, replacement, warranty, or other remedy available to the customer.
If some or all ordered items are not included in the delivered parcel, the customer may file a Return/Refund request through The Polybrand. The Polybrand may review the order, fulfillment records, packing information, and available fulfillment photo proof when assessing the request.
If a customer receives an item different from the item ordered, the customer may file a Return/Refund request through The Polybrand. The customer should provide the order reference and clear photographs of the received product and shipping label when requested.
After receiving an order, customers may review and rate their purchased product and may also rate their overall shopping experience with The Polybrand.
Reviews and ratings should reflect the customer's genuine experience and should be relevant to the product or shopping experience being reviewed.
Customers should not include passwords, OTPs, PINs, payment credentials, authentication information, or private information belonging to another person in a public review.
The Polybrand may moderate content that violates applicable law or reasonable review rules. Legitimate negative feedback is not prohibited merely because it is unfavorable.
A customer is not required to provide a positive review or rating, or to change or remove an honest review, as a condition for receiving a legitimate return, refund, replacement, warranty remedy, or other applicable consumer remedy.
Delivery may be delayed by circumstances outside The Polybrand's reasonable control, including severe weather, natural disasters, public emergencies, transportation disruption, courier operational issues, unusually high parcel volumes, holidays, remote-area constraints, or other unforeseen events.
Where a material delay occurs, The Polybrand will provide reasonable assistance and available information through Customer Care.
Email: help@thepolybrand.com
Phone: 0945 996 2515
Address: B15 L11 Jade Rd. Monte Claro Homes, Sabang, 4217 Lipa City, Batangas, Philippines
When contacting Customer Care about a delivery concern, include your order number, tracking number, product, description of the issue, and relevant photographs or video where appropriate.
Contact UsThis Policy is governed by applicable Philippine law. Nothing in this Policy is intended to waive, restrict, exclude, or diminish a consumer right or remedy that cannot lawfully be waived or restricted.
Document: The Polybrand Shipping, Delivery & Fulfillment Policy
Business: Polybrand Online Shop
Brand: The Polybrand
Version: 1.1
Last Updated: August 18, 2026
Effective Date: August 18, 2026
Review Frequency: At least annually and whenever material courier, fulfillment, operational, or legal changes occur
The Polybrand is committed to reliable fulfillment, transparent delivery information, and fair post-delivery support.