For Families

I. General Questions

  A. What is the Status of My Order?

1. Upon placing your order together with your payment, you will receive a confirmation email to track the status of your order.
2. After your order is shipped, we will send you another email to permit you to track your order and know expected delivery date.
3. In addition, you can track the status of your order through this link: tesoros.ph/trackyourorder

  B. Can I change my order?

      Regretfully, if your order has been posted “Out for Shipment” and we have notified you of this, your order can no longer be revised.

      However, orders may be revised only under the following condition/s:

      1. Order is marked as:
                a. Placed Order
                b. For Payment
                c. For Processing
      2. If your order/s status fall under the above conditions for order change:             
               Please e-mail hello@tesoros.ph your concerns with your
               “Order Number - Order Change” as e-mail subject.
                          Ex. ORDER #1001 - ORDER CHANGE

 

  C. Where do you ship?

1. We ship nationwide, throughout the Philippines.
2. For shipping outside of the Philippines, please reach out to our support through our helpdesk: hello@tesoros.ph

 

II. Payment

  A. What payment methods does TESOROS accept?

     1. Our website offers online payments via:
                    a) Paypal
                    b) BDO
                    c) BPI
                    d) AUB

      2. We also accept over-the-counter during business days
           (Monday-Friday, 9:00AM to 4:00PM)
                    a) BDO
                    b) BPI
                    c) AUB

   B. What currency will I be charged in?

      1. Usually in Philippine Peso (PHP).
      2. We also accept payment in other major currencies,
          such as: USD, CAD and EUR.
      3. If your credit/debit card operates in a currency other than Philippine Peso, it will typically bill you using the prevailing exchange rate, converting our peso prices to the currency it uses. But we will be paid in Philippine Peso.

III. Shipping 

 

   A. Where do you ship?

      1. TESOROS ONLINE STORE ships nationwide throughout the Philippines, as long as the courier company reaches it.

A. Metro Manila
B. Provincial

      2. For INTERNATIONAL SHIPMENTS, please reach out to our support through our helpdesk: info@tesoros.ph.

   B. How long does it take for TESOROS to ship my order?

      1. Normal order processing time is 24 to 48 hours, from the time your order is confirmed and payment is made.
      2. For duration of delivery:

                   

                    a) Local Orders
                              1) Standard delivery via LBC, JRS, A-Best, etc.                               

                                      7-14 days for Metro Manila

                                      14-21 days for Provincial ( 20 – 30 days for Palawan and Batanes)

Note: Due to COVID-19,turn around time of shipments may be affected and delayed.

                              2) Express delivery via Lalamove, Grab Express, Angkas, etc.
                                  Rush delivery from 9am to 3pm (Weekdays only) 

                    b) International Orders

                              1) Standard delivery via Federal Express

                                      14 - 21 days worldwide

 

   C. Can you ship via Lalamove, Grab Express, and other courier app?

      1. We work with Lalamove, Grab Express, and other logistics company you may wish to nominate. In such case, the customer books the rider and pays for the delivery fee upon receipt.

   D. How can I track my package?

      1. You will be provided with a confirmation email or SMS to enable you to track the status of your order upon confirmation and payment.
      2. Upon shipment, you will receive a second email or SMS confirming the estimated delivery date. And a link to enable you to track your order.
      3. As an added service, go to: tesoros.ph/track to track your order. All you need to do is to input your tracking number and the invoice we will provide.

 

IV. Exchange Policies

   A. Can I exchange an item?

     1. We accept exchanges under certain conditions:

                    a) Item must have been purchased at TESOROS online store
                    b) The Item must be unused.
                    c) The Return or exchange request is made within 7 days of receipt of the package.

     2. To request for an exchange please contact us at hello@tesoros.ph with your request and e-mail subject as:
         Exchange - (Customer Name)-Order No.
                     Ex. Returns - Juan Dela Cruz - Order No. 001
 
         Our Customer Service Team will revert to you within 48 hrs. After your request has been processed and permitted, you must return the package within 3 days and provide proof of shipment.
         (e.g. Courier Waybill/Tracking Number)

   B. If I return an item who will pay for the freight charges? 

     1. Returns/Exchanges within the Philippines are free.
     

     2. Returns/Exchanges freight charges outside the Philippines are for the account of the customer/buyer.

     3. Feel free to contact our support agents through our helpdesk for more details.

   C. How long does it take to process a return?

      Once received at our Main Office allowable period is:

                    1) Local Returns - 14 days upon approval of request       

                    2) International Returns – 21 days upon approval request

      Note: Customers are advised to ship items back to the following address

      3rd Floor Tesoros Building
      1016 Arnaiz Avenue, San Lorenzo Village
      Makati, Philippines, 1223.
      within 3-days of advice from our helpdesk.

V. Other Questions?

   A. Does TESOROS ONLINE STORE have physical stores?

        Yes, TESOROS has branches in the following locations:

                    1) Ground Floor, TESOROS Building, 1016 Arnaiz Avenue
                        (formerly Pasay Road), San Lorenzo Village, Makati, 1223
                                  Operating hours:
                                                 Mondays to Sundays: 10AM to 7PM
                                  Contact Number:
                                                 +632-8-887-6287, +632-8-887-6997

      

 

 

 

 

 

 

 

 

 

 

TESOROS Flagship Store 1016 A. Arnaiz Avenue
Contact: +632-887-6285,+632- 887-6997
Email: info@tesoros.ph