FAQ + support.
Everything about shipping, returns, sizing, and tracking your order. Still stuck? Message us — we reply within one business day.
📦 Shipping
Fast, tracked, nationwide. Same-day in Metro Manila when ordered before noon.
How fast is shipping in Metro Manila?
Same-day rider courier (Lalamove / Grab) if ordered before 12pm — extra rider fee applies. Standard 1–2 business days via J&T or LBC.
How fast is provincial / nationwide?
- Luzon (provincial): 2–4 business days
- Visayas: 3–5 business days
- Mindanao: 5–7 business days
All via J&T or LBC. Tracking sent on dispatch.
How much is shipping?
Calculated at checkout based on weight + destination. Typical:
- Metro Manila standard: ₱80–₱120
- Same-day rider: ₱180–₱280
- Provincial: ₱150–₱280
- Bulky / heavy: ₱320+
Free shipping on orders over ₱3,000 within Metro Manila.
Do you ship internationally?
Yes — via DHL or LBC International. Rates depend on weight + country. Message us with your destination + items and we'll send a quote within 24h.
Can I pick up at the lab?
Yes — by appointment only. Choose Pickup at checkout, we'll confirm a slot within a few hours. Lab is in Metro Manila.
What if my order is delayed?
Courier delays happen — typhoons, holidays, ECQ. If your tracking hasn't moved in 3+ business days, message us with your order number and we'll chase it.
↩ Returns & refunds
Damaged or wrong? We make it right. Reprint or refund, no hassle.
My print arrived damaged. What now?
Reprint + reship free. Just snap a photo within 48 hours of delivery and email hello@flarelab.com with your order number. No return required.
Wrong item received?
We'll reship the correct item free and arrange pickup of the wrong one. Message us within 7 days with your order number + photo of what you got.
Change of mind — can I return?
Yes, within 7 days of delivery. Item must be unused, in original packaging. Buyer covers return shipping. Refund issued within 5 business days of receipt.
Custom prints — can I return?
Custom / personalized prints are non-refundable unless damaged or wrong. We send a digital proof before printing so you can approve the design.
How are refunds issued?
Same method as payment. GCash / Maya: 1–3 business days. Card: 5–10 business days (bank dependent). COD: refund via GCash or bank transfer.
Wrong color or size?
If we shipped the wrong color / size: free reship + pickup. If you ordered the wrong one: standard return policy applies (7 days, unused, original packaging).
📏 Sizing
All sizes on product pages. General reference below.
How do I know the size?
Every product page lists dimensions in mm and cm, plus a hand / coin reference photo where available. For articulated animals, sizes are measured nose-to-tail when extended flat.
What sizes are available?
Most catalog items come in S / M / L. Some flexis also have XL or Mini. Selectable on the product page where available.
Can I order a custom size?
Yes — message us with the model + target size. Standard scaling is free up to 1.5x or down to 0.5x. Beyond that may require design adjustment.
Wiggle / articulated size guide?
Reference sizes for our most popular wiggle models:
| Size | Length (cm) | Best for | Typical price |
|---|---|---|---|
| Mini | 4–7 cm | Keychain, charm | ₱149–₱199 |
| Small | 10–15 cm | Desk, gift | ₱249–₱349 |
| Medium | 18–25 cm | Shelf decor | ₱449–₱599 |
| Large | 30–40 cm | Statement piece | ₱799–₱1,099 |
| XL | 50+ cm | Display, prop | Custom quote |
📨 Track your order
Tracking number sent via email + SMS when courier picks up.
Where is my order?
Use the tracking number from your shipment email. Same-day Lalamove orders get a live rider link via SMS.
I haven't received tracking yet
Tracking sends when courier scans the parcel — usually same day or next morning after order. Check spam folder. Still nothing after 24h? Message us with your order number.
Tracking shows "delivered" but I didn't get it
Check with neighbors / building reception first. Then message us within 48h of the delivered timestamp — we'll file a courier investigation and reship if needed.
💳 Payment
All major PH payment methods. COD nationwide.
What payment methods do you accept?
- GCash, Maya
- BPI, BDO, UnionBank online transfer
- Credit / debit card (Visa, Mastercard)
- COD (cash on delivery)
- Bank transfer (for bulk / wholesale)
Is COD available?
Yes, nationwide. Additional COD fee ₱25–₱50 depending on courier and amount. Pay the courier in cash on delivery.
Do you offer installments?
For orders over ₱5,000 via credit card, BillEase / SPayLater installments available at checkout (subject to approval).
Is payment secure?
All card payments processed via Shopify Payments — PCI-DSS Level 1 certified. We never see or store your card details.
🖨 About our prints
All made in Manila. PLA+ filament. Hand-finished.
What material do you use?
PLA+ from Polymaker and eSun for most pieces — food-safe, low-odor, durable. PETG / TPU / resin available on request for outdoor, flex, or high-detail prints.
Are prints safe for kids?
Yes — PLA+ is food-safe and non-toxic. Articulated pieces have small joints; supervise kids under 3.
Can I get a custom color?
Stock colors on most items: black, white, gray, beige, red, orange, yellow, green, blue, pink, purple. Other colors on request — we order in for orders of 5+ units.
How do I care for my print?
- Hand-wash with mild soap + water
- Don't leave in direct sun for hours (PLA softens above 50°C)
- Don't put in dishwasher or microwave
- Wipe with dry cloth between uses
Do you accept custom STL files?
Yes — STL, OBJ, 3MF, or STEP. Send to hello@flarelab.com with target size + quantity. Quote within 1 business day.
Bulk discounts?
- 10–49 units: 10% off
- 50–199 units: 20% off
- 200–499 units: 25% off
- 500+ units: custom quote
Same model only.