FAQs

GENERAL QUESTIONS

  1. Where do your items come from? 
    Our items are mostly imported from UK; however, we also work with local brands and/or other importers that meet our standards.
  2. Where else can I purchase your products?
    Please refer to our stockists page to find our products. Please note that price and stock level may vary per retailer.
  3. Where did the subscription box go?
    After two (2) years of delivering healthy snack boxes to your door, we already know what products work well in the market. It’s time for us to focus our efforts with our e-commerce and growing our B2B business with our stockists. We hope you enjoyed your boxes as much as we enjoyed packing them.
  4. How do gift cards work?
    Upon purchase, gift card codes are immediately emailed to the purchaser of the gift card. To give it as a gift, kindly forward or print the code to your recipient. Please note that, for security reasons, we will not know the code for your gift card so please do not lose it.
  5. What is ORGANIC?
    Organic food is produced with natural fertilisers from plants, less energy and more respect for the animals that provide it. All organic farms and manufacturing companies are inspected at least once a year and the standards for organic food are laid down in European law (for our products). Getting organic certification isn’t easy and when you buy an organic product you know what you’re buying really is what it says on the pack.
  6. What is GLUTEN FREE?
    Gluten free means that the product is free of wheat, wheat starch, barley, rye, and any hybrids. When we claim “gluten free” on our products, we have lab tests to certify that it is really safe to eat for those with gluten allergy or intolerance.
  7. Are your products VEGAN or VEGETARIAN friendly?
    Our products will indicate (at the back) if they are vegan or vegetarian friendly. Vegan-friendly products are products that exclude meat, eggs, dairy products and other animal derived ingredients (including honey). Vegetarian-friendly products can eat animal derived ingredients (i.e. egg, milk, honey); they just do not eat animals.
  8. Are your products KETO FRIENDLY?
    We do not specialize in keto diet. Typically, consumers who have keto diet have different needs based on the stage that they are in. Best to ask your physician about this – feel free to take photo of our ingredient list. However, we’ve made suggestions on keto friendly products in our website.
  9. Are your products safe for babies?
    Our products are generally safe for babies; however, note that that there are nuts and other hard pieces that may cause babies, who don’t know how to chew yet, to choke.
  10. When is the expiry date for your products?
    All products have expiry dates on the pack. UK products follow DD-MM-YY format so 04-12-19 is December 4, 2019 and NOT April 12, 2019. Products will have expiry dates listed in the product pages.

ACCOUNTS & BILLING QUESTIONS

  1. How do I change my payment information?
    You can change your payment details every time you make a new purchase.
  2. How do I update my address?
    Login to your account dashboard and click “View addresses” next to your subscription plan then 'Edit' to change your shipping info.
  3. Am I eligible for a refund?
    Raw Bites will replace your order if you are dissatisfied (i.e. expired food). You must notify us within 7 days of receiving the box. Photographs may be requested. If we cannot replace your order, we will issue a refund to your selected mode of payment.
  4. What payment methods do you accept?
    At the moment, we are accepting bank deposit (BPO and BPI) and credit card payments (Visa, Mastercard, AMEX), and COD payments. You will see a charge from “RAW BITES LTD” under your credit card bill. Please note COD payments have an additional +₱80 on top of your order's total value.

SHIPPING QUESTIONS

  1. What courier do you use?
    For all paid orders, we use LBC or XPost to deliver your package.  Shipping time from confirmation of payment is 3-4 business days for Metro Manila, and 4-5 business days for Provincial orders.

    For COD orders, we use XPost. Lead time may take up to 4-6 business days, depending on accessibility of the customer. You should receive a notification if your package is out for delivery within the day. Please note COD payments have an additional +₱80 on top of your order's total value.
  2. Can my order arrive within the same day?
    We can arrange for that; however, this service is only available for MM orders. We will be using Lalamove and you will have to pay the rider the full shipping fee (we will provide you with estimate), regardless of cart value, upon delivery of goods. 
  3. How do I track my order?
    You should receive a fulfilment notification with your tracking number via email or SMS when your package has been picked-up. If you can't find it, feel free to reach out to us hello@rawbites.com.ph with your order number and we'll give you the tracking info.
  4. What's your delivery window?
    Our couriers do not commit any specific time for deliveries. Deliveries start as early as 8am and end until 7pm, Monday to Saturday. No deliveries on Sunday.
  5. Do you ship anywhere in the Philippines?
    Yes we do, nationwide!

    BUSINESS INQUIRIES

    1. We are a health food business. How can we partner with Raw Bites?
      We’re always on the lookout for new partners. If you want to supply us with your products, please send us your catalogue and price list at hello@rawbites.com.ph. If you want to sell our products, please provide a background on your company and where you’d like to sell our products.
    2. Do you accept consignment purchases?
      We no longer accept consignment purchases for new partners. We will offer 100% return policy for any unsold inventory for the 1st 2 orders.
    3. Do you offer payment terms?
      1st 2 purchase orders should be prepaid prior to delivery. After which, we can agree on payment terms (min. 15 days).
    4. Do you have an MOQ?
      Our MOQ to get our wholesale rate is an invoice value of P10,000 but we're open for negotiations. Orders should be done in cases to avoid damage while goods are in transit; however, we allow for mixed cases (i.e. Rebel Kitchen has a case size of 12 units, you can mix flavours in the case).
    5. Do you charge for shipping?
      For orders that reach the MOQ, we will ship for FREE to anywhere in MM. However, for provincial orders, you will need to arrange your own logistics from MM to the final destination.