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Shipping & Returns

PAYMENTS & SHIPPING

PAYMENTS

As of now, we accept payments through offline bank deposits or Gcash. Personal and bank cheques and money order payments require a period of waiting before your payment will arrive and can be processed before your order can be shipped.

For payments via bank deposits, use your order number as a reference when processing your payment. Please notify us via email at sales@mackenzie.com.ph when you have made your deposit so we can start processing your order

 

ORDERS

After you've placed your order and checked out, we will automatically send you an email confirming your purchase. We will send you another email informing you that your order has already been shipped.

What are the shipping companies you use to ship out orders?

In-house delivery team, Grab, and Lalamove

 

When will my order be shipped?

Through third-party logistics, we are able to ship nationwide. It would typically take seven (7) to fifteen (15) business days for us to ship your order if you are outside Metro Manila. Otherwise, we usually send your order within three (3) to five (5) business days if you are in Metro Manila. The faster you make your transaction, the faster you receive your order.

You will be able to track your order through our platforms and receive relevant updates on its status via email. When your order has already been packed and shipped, it will be marked as "Shipped".

Rockford is not liable to any late delivery and that delivery times indicated are only based on guidelines. Uncontrollable events, such as natural disasters can greatly affect the expected delivery time. We ask for patience in times like this as we will do our best to deliver and update you.

The stated delivery times are only guidelines and Mackenzie is not liable for any failed deliveries per the said times. Aside from that, uncontrollable events, such as natural disasters, can affect your order's delivery time. During these times, please be patient, and we will do our best to update you on your purchase.

Order Cancellation

You can cancel your order if the item has not been dispatched from our office. Just have to contact us via email, sales@mackenzie.com.ph or call us at (632) 5310-11-11.

Warranties and Returns

All of our products cover a one-year warranty. If you receive a damaged or defective product, or it was damaged within a year of your purchase, you can bring it to our office at 1728 San Marcelino Street Barangay 695, Malate Manila(Between Malvar street and Nakpil Street), Manila, 1003 Metro Manila In order to return your product, you must provide the following: 

  • Actual product with packaging still intact 

  • Sales invoice of the said product

Lastly, if you received the wrong product/s, we encourage you to contact us immediately so we can handle the problem right away. Shipping costs are on us!

Return & Exchange Policy

RETURNS

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error - 100% of final paid price will be charged.

  • Any item that is returned more than 30 days after delivery - 50% of final paid price will be charged.

  • If the item has been opened, tampered, or installed already - 50% of final paid price will be charged.


 

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@mackenzie.com.ph

SALE ITEMS (IF APPLICABLE)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@mackenzie.com.ph and send your item to: 662-668 Teodora Alonzo St. Santa Cruz, Manila, 1003 Metro Manila

SHIPPING

To return your product, you should mail your product to: 1728 San Marcelino Street Barangay 695, Malate Manila(Between Malvar street and Nakpil Street),

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over Php 4000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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