If you forgot your password, follow the steps as below-1. Click "Forgot password" on the Login page2. Enter your email and we’ll send you a link to reset your password.3. Click on the "Reset Password" option in the email and you will be directed to andSons wesbsite to reset your password4. Once done, click the "Submit" button and you will be redirected to the main page once your password has been successfully reset.

How do I reset my password?

If you would like to delay your next renewal date due to excess stocks or other reasons, you can delay your next shipment date under your dashboard.1. Go to your Dashboard &gt; Subscription &gt; Active Subscriptions2. Click on the "Change Next Shipment Date" and select your preferred date

How can I put on hold my treatment?

We deliver within and outside of Metro Manila and Luzon.&nbsp;Please reach out to us at&nbsp;<a href="mailto:hello@andsons.com" rel="noopener noreferrer">hello@andsons.com</a>.ph&nbsp;or you may send us a message on Viber at&nbsp;+639171424682&nbsp;should you have any questions on the delivery.

Where do you ship to?

Here are our delivery charges. Delivery within Metro Manila (Sundays are not included)Same day delivery for orders approved before 2pm:&nbsp;₱491 - 3 days delivery for orders approved after 2pm:&nbsp;₱39Delivery outside of Metro Manila (Sundays are not included)3 - 5 days:&nbsp;₱199Delivery outside of Luzon (Sundays are not included)7 - 10 days:&nbsp;₱199

How much is the delivery fee?

Delivery within Metro Manila (Sundays are not included)Same day delivery for orders approved before 2pm1 - 3 days delivery for orders approved after 2pm3 - 5 days for delivery outside of Metro Manila (Sundays are not included)7 - 10 days delivery outside of Luzon (Sundays are not included)

What is the delivery timeline?

Kindly contact our customer care team at&nbsp;hello@andsons.com.ph&nbsp;or you may send us a message on Viber at&nbsp;<a href="https://getova.com.ph/faqs/+639171424682" rel="noopener noreferrer" target="_blank" style="font-size: 12px;">+639171424682</a>&nbsp;should you require any assistance with the delivery and our care team will be more than glad to assist you with the update of delivery address. Please note that we will not be able to change the delivery address once the order is approved.

How do I change my delivery address?

Kindly contact our customer care team at&nbsp;<a href="mailto:hello@andsons.com.ph" rel="noopener noreferrer" style="font-size: 12px;">hello@andsons.com.p</a><a href="mailto:hello@getova.com.ph" rel="noopener noreferrer" style="font-size: 12px;">h</a>&nbsp;or you may send us a message on Viber at&nbsp;<a href="https://getova.com.ph/faqs/+639171424682" rel="noopener noreferrer" target="_blank" style="font-size: 12px;">+639171424682</a>&nbsp;should you require any assistance with the delivery.

What should I do if there is a delay in my delivery?

We accept Amex, Visa and Mastercard as a payment method.

What payment methods do you accept?

You may update your payment details here&nbsp;<a href="https://andsons.com.ph/account/profile" rel="noopener noreferrer" target="_blank" style="font-size: 12px;">https://andsons.com.ph/account/profil</a><a href="https://getova.com.ph/account/profile" rel="noopener noreferrer" target="_blank" style="font-size: 12px;">e</a>&nbsp;Kindly log in to your account, click on 'My Profile' and enter your new/updated debit or credit card number under 'Payment Details'. Click on 'Save New Card'.

How do I edit my payment details?

You may update your payment details here&nbsp;<a href="https://getova.com.ph/account/profile" rel="noopener noreferrer" target="_blank" style="font-size: 12px;">https://andsons.com.ph/account/profile</a>&nbsp;Kindly log in to your account, click on 'My Profile' and enter your new/updated debit or credit card number under 'Card Details'. Click on 'Save New Card'.We appreciate if you can let us know once the payment has been updated and we will assist to trigger the charge again to the new card.

What should I do if my payment has failed?

This fee covers the time spent for our doctor to review your information, assess your suitability for treatment and to go over your personalised treatment plans with you.Our doctors are reimbursed by the number of patients they help and 100% of the consultation fees go to our medical team for their expertise and time.﻿Because all our prescription treatments are tailored for you, a teleconsultation by our doctor is required before the treatment plan can be prescribed to ensure it is suitable for your needs.

Why is there a ₱500 consultation fee? Can I remove it from the cart?

Yes, you will be refunded the cost of the products if the prescription is not approved by the doctor. The&nbsp;₱500&nbsp;teleconsult fee will still be charged for your time spent with the doctor.

Will I be refunded if the consultation finds I am unsuitable for treatment?

If the doctor approves your prescription you will be charged immediately after the consultation. If a prescription is not approved, you will not be charged for the medication.

Will I be charged automatically for my treatment after the consultation?

Your data security and confidentiality is something we take very seriously and we have taken significant steps to keep your data secure. All data is secured with TLS/SSL encryption.Your clinical data and questionnaire responses are stored in our secure EMR (Electronic Medical Records) and can only be accessed by our medical team as part of your evaluation.Video consultations are carried out on HIPAA compliant software, all consultations are taken in complete confidentiality between our medical team and you.Your name and address will only be used for delivery purposes only and your treatment will be delivered discreetly direct to you.

How will my data be used and how will it be secured stored?

Dispensed medication are non-returnable and non-refundable. We are not able to accept returns of prescription products for reuse or resale, and all sales are final.

What is your return policy?

We are not able to accept returns of prescription products for reuse or resale, and all sales are final. For non-prescription products, you may refer to our refund policy here&nbsp;<a href="https://getova.com.ph/legals/refund-policy" rel="noopener noreferrer" target="_blank" style="font-size: 12px;">https://andsons.com.ph/legals/refund-policy</a>

Can I ask for a refund on my order?

Kindly contact our customer care team at&nbsp;<a href="mailto:hello@andsons.com.ph" rel="noopener noreferrer" style="font-size: 12px;">hello@andsons.com.ph</a>&nbsp;or you may send us a message on Viber at&nbsp;<a href="https://getova.com.ph/faqs/+639171424682" rel="noopener noreferrer" target="_blank" style="font-size: 12px;">+639171424682</a>Our team may ask you for a photo of the damaged/faulty item for us to investigate further and we appreciate your kind cooperation.

What should I do if I receive a faulty or damaged item?

By DOH regulations, you are required to do video consultations with our doctors for verification purposes and to ensure we are prescribing medication to the right person of legal age.

Why is video consultation required?

A copy of your ID is required when purchasing any prescription medicine. This is to ensure that the treatment is prescribed in the correct &amp; legal name and are sold to customers of the appropriate age. Your personal data, medical history or ID will not be shared outside our secured system.ID is not required when buying non-prescription items.

Frequently Asked Questions