Shipping Concerns (for Merchants)
What is an Overcharge Shipping Fee?
Beginning May 2, fees charged for delivered orders will be rounded up to the nearest peso. Click to learn more. An overcharged shipping fee happens when sellers are charged by Enstack's logistic partner due to inaccuracies in product dimensions. ...
What is Return-to-Sender (RTS) fee?
Effective January 15, 2026, Return-to-Seller (RTS) refers to the orders that have been successfully picked up by the courier from the seller but could not be delivered to the buyer and are subsequently returned to the seller. There are different ...
I want to cancel my pick-up request
We encourage our sellers to follow the requested pick-up schedule. You might be charged for the shipping cost for every failed pickup request. If in case you wish to cancel the scheduled pick-up, please advise us on or before 5:00 PM of the current ...
How to report a rider?
For complaints pertaining to our partner courier, please send us an email with the following: - Order ID - Rider name - Summary of incident / Reason You may send your email through our Customer Service at hi@enstack.com.
The rider did not pick-up my parcel on my requested scheduled day
Our partner couriers will pick up the parcels based on your requested scheduled date with no specific time. Take note of the following: - Parcel is properly packed with Airway bill - You are available on the scheduled pick-up date For a failed ...