Shipping policy
Last Updated: May 2026
Shipping & Delivery Scope
Leones Napoleones provides Standard Local Delivery fresh daily within the following core areas:
- Bacolod City
- Talisay City
- Silay City
Orders Outside Standard Local Areas:
While our checkout interface supports nationwide address entries across the Philippines to accommodate corporate gifting, regional travelers, and event organizers, delivery fulfillment outside our standard local footprint is strictly conditional. For orders outside Bacolod, Silay, and Talisay, customers must coordinate directly with our support team via Messenger or Viber prior to completing checkout to verify logistics, freshness windows, and custom delivery availability for your specific date.
Standard delivery hours are between 8:00 AM to 6:00 PM, unless otherwise communicated or arranged.
Deliveries operate through shared rider and logistics networks. Routes are optimized based on traffic, delivery clustering, operational volume, rider availability, and efficiency requirements. Because of this, exact arrival times cannot be guaranteed.
During holidays, severe weather, public events, and MassKara Festival periods, delivery coordination may experience delays due to heavy traffic, operational congestion, rider demand, or telecommunications and mobile signal interruptions.
In situations where mobile signal interruptions prevent real-time coordination, deliveries may proceed based on the delivery details, recipient instructions, and arrangements indicated in the confirmed order.
Food Handling and Storage
All food items must be refrigerated or properly chilled immediately upon receipt.
Leones Napoleones will not be responsible for spoilage, deterioration, or damage caused by delayed refrigeration, improper handling, recipient absence, or improper storage after delivery.
Recipient Availability
The customer is responsible for ensuring that the recipient or an authorized receiving party is available during the delivery window.
Authorized receiving parties may include the named recipient, a customer-designated representative, receptionist, concierge, front desk personnel, village security guard, building staff, or other receiving point reasonably indicated by the customer, building practice, or delivery instructions.
Proof of Delivery
Photo documentation taken by the rider or delivery partner, delivery confirmation from a third-party logistics application, signed acknowledgment, message confirmation, or successful turnover to an authorized receiving party may serve as proof of delivery.
Orders turned over to authorized receiving parties, including hotel front desks, reception areas, village security personnel, concierges, or designated receiving points based on the customer’s instructions or reasonable delivery context, shall generally be considered successfully delivered.
Failed Delivery Attempts
If no recipient or authorized receiving party is available, the rider or delivery team may attempt reasonable contact through available communication channels.
A waiting period of up to fifteen (15) minutes may be provided depending on rider conditions, route schedules, and delivery volume.
If delivery cannot be completed after reasonable coordination attempts, the order may be returned to Leones Napoleones headquarters or holding location.
Returned orders may be redelivered subject to product condition, delivery availability, and additional delivery charges.
Leones Napoleones will attempt reasonable notification before discarding unclaimed returned orders.
Orders not claimed within twenty-four (24) hours may be discarded due to food safety and quality standards.
If a delivery fails because of incorrect details, unavailable recipients, inaccessible locations, refusal to receive, or unattended customer-authorized drop-off instructions, the order will not be eligible for refund or free replacement.
If a paid order is not delivered due to a confirmed error by Leones Napoleones or its assigned delivery coordination, the concern will be reviewed for appropriate remedy, which may include redelivery, replacement, or refund, depending on the situation and applicable consumer laws.
Change of Delivery Address
Requests to change delivery addresses should be communicated at least twenty-four (24) hours before the scheduled delivery date.
Last-minute or same-day address changes may not be accommodated due to routing and delivery scheduling constraints.
Operational Delays and Force Majeure
Leones Napoleones will make reasonable efforts to fulfill deliveries safely and smoothly. However, exact delivery timing cannot always be guaranteed during traffic congestion, flooding, severe weather, accidents, road closures, public events, telecommunications interruptions, extraordinary demand affecting rider availability, or disruptions affecting third-party logistics providers.