Skip to content
Dendrotonics Store
Back to the store

Customer Care & Complaints

Last updated: September 15, 2026

If something has gone wrong with an order — a download link that never arrived, a seedling that arrived damaged, a refund that has not come through, or anything else — tell us. This page explains how to reach us, what we need from you, how quickly we respond, and what you can do if we do not resolve it.

1. How to Reach Us

  • Email: [email protected] (recommended, so there is a written record)
  • Phone or SMS: +63 927 854-4477
  • In person: Altaraza Spine Road corner Bocaue Road, Brgy. Tungkong Mangga, San Jose Del Monte, Bulacan, Philippines

2. What to Include

  • your order number (from your order confirmation or invoice email);
  • the email address used for the order;
  • what went wrong, and what you would like us to do (for example, a replacement or a refund).

Photos can help us resolve a problem faster, but we will never refuse to handle a complaint because you do not have photos or an unboxing video.

3. Our Response Times

  • We acknowledge every complaint within one (1) business day, and give you a reference for it.
  • We aim to resolve every complaint within seven (7) calendar days of receiving it, and will keep you updated in writing until it is closed.
  • Where a refund is due, it is paid as set out in our Refund Policy.

4. If Your Complaint Is Not Resolved

If your complaint remains unresolved after seven (7) calendar days, you may bring it to the Department of Trade and Industry (DTI), which handles complaints about online transactions under the Internet Transactions Act of 2023 (Republic Act No. 11967), through its Consumer Care portal at consumercare.dti.gov.ph or the nearest DTI provincial office.

Complaints about how we handle your personal data may also be brought to the National Privacy Commission (NPC) at privacy.gov.ph. See our Privacy Policy.

Using this process does not affect any other right or remedy you have under Philippine law.

5. Who You Are Dealing With

Dendrotonics Store is operated by Dendrotonics Corp., Inc., a Philippine corporation registered with the Securities and Exchange Commission under SEC Registration No. CS202003635. Full details are in our company profile and Legal Notice.