FAQ
Mga common questions
Hindi makita ang answer? Email kami sa hello@starbalm.ph.
Orders & Tracking
What is the status of my order?▾
Pumunta sa /track at i-enter ang order number + email mo. Real-time status mo to. Mag-receive ka rin ng email ng confirmation, payment, at shipping updates.
Can I change my order?▾
Pwede pa kung hindi pa namin na-ship. Mag-message kaagad sa hello@starbalm.ph with your order # at desired changes. Once shipped, hindi na namin maa-edit yung tracking.
I've made a mistake in my order, can I change it?▾
Yes — mag-email or message kami within 2 hours of placing the order. After that, baka maship na before we can edit.
What if I want to cancel / change my mind?▾
Cancellation libre kung hindi pa naship. After dispatch, follow our 30-day return policy below.
Shipping
Where do you ship from?▾
Metro Manila warehouse. Lahat ng orders ay nashishipping from there.
Where do you ship to?▾
Lahat ng provinces sa Philippines — Metro Manila, Luzon, Visayas, at Mindanao. Walang international shipping for now.
How long does it take for you to ship my order?▾
Pina-process namin within 1 business day. Total delivery time depende sa zone: Metro Manila 1-3 days, Luzon 3-5 days, Visayas/Mindanao 5-7 days.
Do you offer fast / next-day shipping?▾
Same-day delivery via courier ay nag-roll out next month sa Metro Manila. Sa ngayon, standard 1-3 day shipping.
Do you offer free shipping?▾
Yes — free shipping on orders ₱1,500+ across the Philippines. Otherwise, flat ₱120 (NCR), ₱160 (Luzon), ₱220 (Visayas), ₱250 (Mindanao).
How can I track my package?▾
Mag-receive ka ng tracking email pagka-ship namin. Pwede mo rin i-track sa /track gamit ang order # + email.
What if I'm not home for delivery?▾
Aattempt ang courier nang up to 3 times. Pwede ka mag-coordinate directly sa kanila using the tracking #.
Payment
What payment methods do you accept?▾
Cards (Visa, Mastercard), GCash, Maya, GrabPay, BPI Direct Debit, at Cash on Delivery (COD). All processed securely by Xendit.
Which currency will I be charged in?▾
PHP only. Wala kaming international payments for now.
Do you offer 3 or 4 payment installments?▾
Hindi pa for v1. Pina-plano namin via Plentina or Atome — text us if interested para mahook ka sa beta.
Is checkout secure?▾
Yes. All payments go through Xendit (PCI-compliant) at hindi namin nakakaaccess ang full card numbers.
Do I have to pay customs?▾
No — domestic ang shipping namin, walang customs.
Returns & Exchanges
Do you accept returns? What's the policy?▾
30-day money-back guarantee on all unopened products. Just message us at hello@starbalm.ph with your order # within 30 days of delivery.
Are returns free?▾
Customer ang nag-shoulder ng return shipping (₱120-₱250 typical). Pero kung defective o wrong item, libre — kami magbabayad.
How long does it take to process a return?▾
5-7 business days from when we receive the returned item. Refund ang ipo-process via the same payment method.
Can I exchange an item?▾
Pwede — for products of equal or higher value. May price difference? You'll just pay the difference.
What to do if my order is damaged?▾
Take a photo, message kami within 48 hours of delivery, at libreng papalitan namin or refund. Walang return shipping fee.
Products
What's the difference between Cold and Warm?▾
Cold = post-workout cooling, injury relief, pain relief. Use after training, sa muscle pain, sprains. Warm = pre-workout activation, muscle warm-up. Use 5-10 minutes before training.
Are your products camphor-free?▾
Yes. Lahat ng Starbalm formulas ay camphor-free. Mas safe sa balat, hindi pa-overpowering.
What ingredients are in Starbalm?▾
Natural menthol, eucalyptus oil, tea tree oil, at cassia oil. Plus carriers + emulsifiers depende sa form factor (gel, spray, or roll-on).
Are they tested on athletes?▾
Yes — kami tested by basketball players, runners, MMA fighters, cyclists, at gym athletes nationwide.
What's the sizing you offer?▾
Gels: 100ml. Sprays: 150ml. Roll-ons: 50ml at 75ml. Combos available for cold + warm pairs.
Do you offer custom or personalisation?▾
For wholesale orders (50+ pcs), pwede kaming custom labeling. Mag-email sa partnerships@starbalm.ph.
Brand & Company
Do you have physical stores?▾
Hindi pa. Online lang for v1. Pina-plano kami pop-up sa Quezon City + Makati 2026 H2.
Do you propose wholesale orders?▾
Yes — gyms, sports clubs, retailers. Mag-email sa partnerships@starbalm.ph para sa wholesale pricing + minimums.
Do you offer a referral program?▾
Coming soon. Mag-signup ka sa email list, una mo malalaman.
If I want to collaborate, who do I contact?▾
Brands, content creators, athletes — mag-email sa partnerships@starbalm.ph.
Who is the founder? When did you start?▾
Founded 2024 by a team of Filipino athletes na hindi nakakahanap ng locally-made recovery brand. About page mo ang full story.
What do your customers say about you?▾
Tingnan ang reviews sa home page o each product page. Lahat ay verified buyers — hindi mga curated o manufactured.