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FAQs

ANNOUNCEMENT

From June 19 - July 10, no shipping on Mondays. Payments made on Saturday and Sunday will be shipped on Tuesday.

Payment Methods (accepts Online/Mobile Fund Transfer)

BDO Bank Deposit/Online Fund Transfer/Mobile Fund Transfer

BPI Bank Deposit/Online Fund Transfer/Mobile Fund Transfer

Security Bank Bank Deposit/Online Fund Transfer/Mobile Fund Transfer

Paypal - if you have paypal account, choose bank payment upon checkout and send your payment to pensgaloreph@gmail.com (choose SEND TO FAMILY & FRIENDS so there's no fee)

When will my order be shipped?

Pay today, ship the next day. As long as you send the deposit slip/screenshot right away, orders MIGHT be shipped the same day also. 

Reminder: if you need your order on a certain date, please order 3 days (Metro Manila) and 7 days (provincial) in advance or use GrabExpress (for same day delivery) because we cannot guarantee next day delivery all the time especially the courier sometimes don't pick up or don't deliver on time because of rain, traffic, and volume of deliveries.

Order Status

Awaiting Pick Up - after confirming payment for your order, the status will be changed to Awaiting Pickup (no email will be sent)

Shipped - your order was already picked up by the courier (this does not mean your order was delivered already) and you will receive an email

How will I know my order has been shipped?

You will receive an email that your order has been shipped with the tracking number. Email updates are sent between 5:30 - 11:00 pm. Check your spam also. If you didn't receive an email, you can ask via email for the tracking number.

When I input the tracking number in Fastrack's or LBC's website, there is no result.

If you checked the status within the day you received the tracking number, kindly check again the next day as the courier don't update the status right away.

Shipment Days/Delivery Days (by courier)
Monday - Friday
Saturday (depends on the number of shipments)

Shipping

We can ship to any address nationwide (Philippines).

Shipping Fees

METRO MANILA (via Fastrack) – P50
PROVINCIAL (via Fastrack) - P90 (Rizal, Cavite, Laguna)
PROVINCIAL (via LBC DIRECT) - P180
METRO MANILA LBC BRANCH PICK UP (via LBC Direct) - P150

A system-generated email confirmation will be sent WITHIN THE DAY with the Tracking number when your order is Shipped.

If you want to use a different courier or use same day delivery service (GrabExpress, GoMoto, etc.), email pensgaloreph@gmail.com so we can inform you know the corresponding shipping fee

Returned Packages (from courier)

If you indicated a wrong address in your order (typo errors, incomplete address), and the package was returned to Pensgalore, we will not shoulder the shipping fee again to send back to your current or new address.

I already emailed my payment/deposit slip/payment screenshot. Why is the Order Status still Awaiting Payment?

Bank deposits are manually checked (via internet banking). BDO is not real-time. BPI and Security Bank is updated real-time. Please allow us 24 hours to confirm your payments. If no confirmation has been made within 24 hours, then you can follow up via email.

When will I receive my order?

Metro Manila – 1-2 business days (including Saturdays for residential addresses)
Fastrack Provincial - 1-3 business days (Rizal, Cavite, Laguna)
LBC Direct - 2-4 business days (usually 1 day)

NOTE: Fastrack and LBC picks up at our Warehouse around 11 am - 3 pm. Just make sure to send your deposit slip/payment confirmation as soon as possible so that we may include it in the current day's shipment.

I want to use a different courier/Pick up at LBC branch

If you prefer to pick up at an LBC branch, indicate LBC Branch + Branch Address as the shipping address in your order. Valid I.D's name and Shipping Name should be the same or else they won't release your package. LBC Pick up (Metro Manila) is P150. We will edit the shipping fee manually in your order.

Can I cancel my order?

Yes, please send an email to pensgaloreph@gmail.com

Can I add/remove items in my order?

Yes, please send an email to pensgaloreph@gmail.com. We will send an updated invoice afterwards.

Return Policy

We do not accept returns of products.

My order is incomplete/product defective/product or order concerns

Send an email to pensgaloreph@gmail.com indicating the problem and photos within 5 days upon shipping out your order. If the concern is sent on the 6th day, we cannot address your concern anymore.

I want an item but it’s out of stock.

You can email pensgaloreph@gmail.com for reservations and we will inform you if it’s back on stock!

Gift Certificates

Gift Certificates purchased will be sent a coupon code via email.

I have points. How do I redeem?

1) In the Checkout Page, click the "Rewards Program" tab in the bottom middle. 

2) Choose the reward you want to redeem

Do you have a physical store?

We are only available online.

Do you accept product requests/pre-orders?
Yes, we do. Most pre-order items will need a 50% downpayment. Kindly email the product name, brand, item code (if any), and photo to pensgaloreph@gmail.com and we will send you a quotation.

Wholesale/Bulk Orders

We accept wholesale orders depending on the quantity. Email us at pensgaloreph@gmail.com to inquire.

Workshop/Event Partners

We are open to partnering with workshops. Kindly email us your proposal, bulk orders, requests. We will give discount to bulk orders.

How do I use a coupon code?

Input the code in the Coupon Code field upon checkout. The expiry date of each coupon code differs for every promotion or offer and is usually indicated in the Terms & Conditions. Note: coupon code is not a required field.

International Shipping

Yes, we can. The shipping fee will be based on the actual weight or volumetric weight. Email us for a quote. Inks are not allowed to be shipped internationally.

Inquiries/Reservations

You may contact us via email pensgaloreph@gmail.com 

Reservations will be valid only for 4 days. If no payment has been made, it will automatically be cancelled. If you wish to pay at a certain date, kindly inform us via email.

Response Time

within 24 hours 

 

 


 

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