Cancellation Policy

Plans changed? Nag-second-thoughts ka? No problem — we can help, but timing matters. This policy explains how to cancel or modify your order before it ships.

Last Updated: April 19, 2026

The 12-Hour Cancellation Window

⏰ Key Rule: Act Within 12 Hours

You can cancel or modify your order within 12 hours of placement — as long as it has not been fulfilled or shipped from our New York facility.

After 12 hours, orders typically enter our pick-and-pack process. Once shipped, cancellation is no longer possible — only returns or refunds per our 90-Day Money-Back Guarantee.

Why Only 12 Hours?

We ship fast — pride namin ang mabilis na processing. Orders typically move from placed to packed within 1 business day. Here's the internal timeline:

  1. Hour 0-12: Order received, payment verified, inventory reserved — cancellation possible
  2. Hour 12-24: Pick-and-pack team assembles order, applies Warranty Card + seals — cancellation difficult
  3. Hour 24-48: Carrier pickup, tracking number generated, package in transit — cancellation no longer possible

Weekend at US holiday orders: the timeline starts when our facility reopens on the next business day.

What You Can Modify (Within the 12-Hour Window)

  • Cancel entire order and receive a full refund to your original payment method
  • Change shipping address (within the US)
  • Change bundle selection (upgrade to Combo 2 or 3, or downgrade to single bottle)
  • Update contact information (email, phone)
  • Apply a promo code you forgot to use (we'll refund the difference)

What You CANNOT Change (Even Within 12 Hours)

  • Shipping from US to Philippines or other unsupported countries
  • Payment method after charge has been authorized (refund + reorder required)
  • Subscription plans — those follow separate Subscription Terms

How to Cancel or Modify

💬 Fastest Method: Messenger

Our team monitors Messenger closely during business hours (8:30 AM - 8:00 PM PST, Mon-Fri). Typical response: under 1 hour.

→ Message Us Now

What to Include in Your Message

  1. Order Number (from your order confirmation email, starts with #DTG)
  2. Email address used at checkout
  3. What you want to change: cancel, update address, swap bundle, etc.
  4. New details if modifying (new address, new bundle choice)

Email Alternative

You can also email support@dtgnutra.com with subject line: "CANCEL Order #DTG_____" or "MODIFY Order #DTG_____"

Note: Email response is slower than Messenger — typically 6-12 hours on business days. For time-sensitive cancellations within the 12-hour window, Messenger is strongly recommended.

Refund Timeline After Cancellation

Once your cancellation is confirmed:

  • Shopify Payments / Credit Card: Refund appears in 3-5 business days
  • PayPal: Refund appears in 1-3 business days
  • Shop Pay Installments: Cancellation notice sent to Affirm; installment plan voided
  • Apple Pay / Google Pay: 3-5 business days (via the underlying card)

You will receive an email confirmation once the refund is processed. If it's been more than 7 business days and you don't see the refund, contact your bank first, then message us with a screenshot.

What If I Missed the 12-Hour Window?

📦 Order Already Shipped? Don't Panic.

Once shipped, you have these options:

  • Refuse delivery at your door — package returns to us automatically. Contact us immediately so we can process a refund once the return arrives (minus original shipping cost).
  • Accept and return — email us within 7 days. Note: joint supplements have a strict no-physical-return policy for hygiene reasons.
  • Use our 90-Day Money-Back Guarantee — if you're a first-time customer, you can claim a full product refund within 90 days without shipping bottles back. See Refund & Return Policy.
  • Redirect the package — some carriers allow address changes in-transit for a small fee (USPS Package Intercept, FedEx Delivery Manager, UPS My Choice). We can help guide you.

Repeat Cancellations / Abuse Policy

This cancellation policy is designed for genuine changes of mind or accidental orders. We reserve the right to decline future orders from customers who repeatedly:

  • Place at cancel orders to abuse flash sale or promotional pricing
  • Cancel after 12 hours and demand free reshipment
  • File chargebacks instead of contacting us for cancellation
  • Provide false information to bypass order verification

Ang policy na ito ay para protect sa genuine Filipino family customers — hindi para abuso.

Subscription Orders (Auto-Refill)

If you're enrolled in our subscription program (auto-refill every 60 or 90 days), different cancellation rules apply:

  • Pause or skip: Available anytime via your account dashboard or by messaging us
  • Cancel subscription: Free to cancel anytime — no contracts, no fees
  • Cancel next auto-refill: Must cancel at least 48 hours before your next billing date to avoid charge

Upcoming subscription orders are visible in your account at least 3 days before billing. We'll email you a reminder.

💬 Questions? Tanong ka lang po.

→ Message Us Now