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        Frequently Asked Questions

        Heineken Draught:

        What is Blade Machine?

        Blade is an 8-liter countertop draught dispenser that provides a freshly tapped beer.

        Where can I buy Blade Machine?

        You can buy Blade on www.www.panx5.com

        What are the dimensions of Blade?

        Dimensions including drip tray are the following: 590 x 290 x 471 mm (h x w x d)

        How much does the appliance weigh?

        17.6 kg (26kg including a keg)

        Is Blade battery powered or do you plug it in?

        Blade is not battery powered. Blade must be plugged into the wall mains with a 2 meter power cable.

        Should I leave the appliance plugged in?

        When a beer keg is loaded in Blade, it should stay plugged in. We recommend unplugging the appliance when it does not have a keg installed.

        How energy efficient is Blade?

        The energy consumption will be approximate 0.8 kWh per day. This is comparable to a 35 Watt lamp in your outlet.

        How do I load a beer keg into Blade?

        Check out our How It Works here.

        How do I know when my beer is cold enough?

        The temperature gauge uses a sensor to indicate the ----

        Is it possible to regulate the temperature of Blade?

        The Blade appliance chills to 2C and cannot be set to any other temperature.

        My Blade appliance makes a noise while cooling the beer keg – is this a problem?

        No. You will hear the fan at the back of the cooling system when the appliance is cooling the keg.

        My appliance makes noise when I pour beer. Is this a problem?

        No. You will hear the air pump inside the appliance during pouring. After closing the tap, the pump will be in operation till the controlled pressure is reached. This can take a few seconds.

        How do I clean my Blade appliance?

        Unplug Blade before cleaning the inside and outside with a soft cloth. Use a damp cloth to clean the cover and a dry cloth to clean the cooling chamber. Blade should never be immersed in water. Harsh cleaning agents may damage the appliance. Clean the drip tray with warm, soapy water after every use. We recommend cleaning the tap every time you load a new beer keg to avoid contamination.

        I lost my Blade user manual. Where can I find it?

        The Blade user manual is delivered with the appliance. You can also download it here

        Beer Kegs:

        How much beer is in Blade beer keg?

        A keg holds eight liters of Heineken beer

        Where can I buy kegs?

        You can order from www.panx5.com

        What brands of beer are available?

        We only offer Heineken beer at the moment.

        What are the dimensions of a keg?

        Each keg is delivered in a box. The box dimensions are: 209 x 215 x 381.5 mm

        How much does a keg weight?

        8.3 kg

        How should I store kegs?

        Store the keg on a cool place and pre-cool the kegs at least 16-20 hr prior to use. The beer should be pre-chilled down to 4C.

        Can I put kegs in my freezer?

        No. The keg shouldn’t go below zero degrees as this may damage the packaging and cause beer leakage. You will no longer be able to use the keg once frozen.

        What is the shelf life of a keg?

        Six (6) months

        How long does it take to chill a keg?

        Cooling down a beer keg directly in the blade appliance will take more than 24 hours. If you do not pre-cool your keg, you will be able to pour your first chilled beers after 3 or 4 hours. After that, you can pour every hour around 1 liter of beer.

        Can I take out a keg before it is empty?

        Once a keg is open, you have to keep it in your Blade appliance. You can store the open keg for up to 30 days. This will keep the beer at the right pressure and freshness. You can take the keg out before it is empty, but once removed it should not be consumed.

        Can I open a keg and serve the beer like a can or glass bottle?

        No, the keg is specifically designed to be used with Blade. The beer inside the keg needs to be kept under controlled pressure, otherwise the beer will not be the quality you would expect. Piercing a keg is only allowed when the keg is fully empty and disconnected from the appliance.

        Can I use the kegs with other home draught appliances?

        No, the 8 liter beer keg is designed specifically for the Blade appliance

        What should I do if my keg leaks?

        The kegs are sturdy, but they could leak if they freeze or they are punctured. If you have a keg that was leaking when you received it, please email drinkiesph@heineken.com

        Orders and Delivery:

        Our delivery hours are from 11am to 11pm, Monday to Sunday, excluding Public Holidays. It’ll take us an hour to get to your place, so place your orders for same-day delivery before 10pm.
        You can also schedule deliveries a day or more in advance, since we take orders 24/7.

        Need Help ?

        Email: www.panx5.com@heineken.com

        Company address:

        AB Heineken Philippines
        10th floor, PNB Building, Ayala Avenue,
        Makati City, Philippines 1630

        About Us

        Who are you?

        Drinkies strives to be a hassle-free, timely and reliable channel for consumers to get their favorite drinks. We understand the need for fresh, cold beer on demand, and that’s why we commit to delivering your order within the hour*!
        As a Drinkies shopper, you’ll enjoy an express cold delivery* of your favorite drinks within 60-90 minutes
        Getting started is simple! You may simply register an account to save your details or check-out as a guest. Browse and add your favorite items into your cart.
        * to select areas in Makati, Taguig, San Juan, Pasig, Mandaluyong, Muntinlupa, Las Piñas, Parañaque and Quezon City areas only.
        * Dependent on weather conditions.

        Why should we trust your service?

        We are powered by AB Heineken Philippines. All products are genuine, legally obtained and duties fully paid.

        DELIVERY

        What are the delivery options available?

        Type 60-90 minutes and sameday Cold Delivery*
        Delivery Fee Free
        Maximum Order 4 x 24s Carton
        Coverage Makati, Taguig, San Juan, Pasig, Mandaluyong, Muntinlupa, Parañaque, Las Piñas and Quezon City
        Conditions Our delivery hours are 11am to 11pm , Monday to Sunday, excluding Public Holidays.

        NOTE: Muntinlupa will be sameday delivery, cut-off time is 7:00 PM 

        Can I pre-arrange or schedule in advance for ‘Express 60-90 minute Cold Delivery’ option?

        Yes. You can schedule deliveries a day or more in advance, since we take orders 24/7.

        I need my order now, can Drinkies speed up my delivery?

        As of now, only express delivery option is available. As your order requires time to be processed, prepared and dispatched, we will always try our best to deliver your product as soon as we can, within the committed delivery window.

        Why can’t I find my address on Drinkies?

        Our delivery area coverage varies by the delivery option chosen. Please refer to our delivery area coverage breakdown for more information. We are actively looking to increase our coverage for your added convenience.

        What happens in the event of Bad Weather or Delay of Delivery?

        Bad Weather

        For the safety of our delivery team, Drinkies may not be able to deliver your order in the event of bad weather conditions. Your order will be fulfilled as soon as it's safe for our delivery team to do so. We strive to send out timely updates to communicate any expected delays.

        Delay NOT due to bad weather circumstances

        Should your order not reach you within the terms of our delivery guarantee, please contact our customer support and we will review your case. When your case has been verified by our team, your delivery fee will be waived and credited back to your account. To get in touch with our team, please contact us at www.panx5.com@heineken.com. Please have your order confirmation number on hand (sent to your registered email).

        How do track my order and/or delivery status?

        Order Status

        You can get information about an order you placed on the Drinkies through the order status page.

        Delivery Status

        You may monitor delivery status via the tracker link sent to your email with order confirmation. We work with various logistic partners to deliver your product timely and reliably. If you are encountering any issues with tracking your order or delivery, you can also get order status or make changes by sending an email to www.panx5.com@heineken.com.Please have your order confirmation number on hand (sent to your registered email).

        Do you deliver to other cities in Metro Manila?

        We only cover Makati, Taguig, San Juan, Pasig, Mandaluyong, Muntinlupa, Las Piñas, Parañaque and Quezon City areas at the moment, but our team is working hard to extend our coverage as soon as we can.

        Are there restricted areas you do not deliver to?

        We will deliver to you as long as you provide a valid residential, corporate or home address, as verified by our systems and logistics teams. However, deliveries to any of the following areas will turned down by us or our logistic partners: To, or within the immediate vicinity of:

        •     Government buildings
        •     Hospitals
        •     Military bases or buildings
        •     School buildings
        •     Airport

        Drinkies and our logistics partners reserve the right of refusal to any addresses which may be restricted by state regulations. We do not condone drinking in public areas within Philippines.

        What happens if I am not at home during delivery?

        Our logistic partners require having someone sign and receive the parcel upon delivery to your home or office. Recipient policy applies regardless of authorization of recipient on your behalf.

        Should no one be available to receive your parcel, the delivery company will be in touch to organize a second delivery.

        Your product will be kept in an air-conditioned room for a maximum of two days before it’s returned to our office. Should this happen, we will personally schedule for another delivery which will incur additional charge for delivery fees.

        Why do I need to present identification when receiving my order?

        For security purposes, we will require the recipient to present the following at point of delivery:

        • An official identification (Passport, Driver’s License, etc.)
          Recipient to be of eighteen (18 ) years old and above,
        • Verification of order number / last name registered with Drinkies account
          This is to verify that all recipients are 18 years old and above, and to ensure your order lands up with the intended recipient.

        Can I have my order delivered to a different address?

        Sure, just provide the alternative address at checkout. Please note that delivery options varies by location. If you have already checked out and would like to change the delivery address, please contact our customer support as soon as possible; we will try our best to reroute the scheduled delivery. Please note that, dependent on the time of request, we may not able to guarantee successful rerouting. Our cancellation policy applies for re-delivery.

        In the event where rerouting is unsuccessful, it will be considered as a new delivery. Any additional delivery cost which may be incurred will be communicated to you, and your order will be re-delivered only with your approval.

        Please refer to our cancellation policy for more information.

        Courier service reserves the right to reject any delivery if conditions or requests are deemed unsafe.

        Our engaged logistic services reserve the right to refuse dangerous requests at any location where they cannot be accepted in accordance with applicable law. We are unable to deliver products to recipients who are unable to provide official identification, not of legal alcohol drinking and buying age of eighteen (18) years old.

        ORDERS / RETURNS

        Is there a minimum order requirement?

        The minimum order requirement is (2) x 4 330ml bottle pack.

        Is there a maximum order limit?

        The maximum order limit is for Express Cold Delivery is currently two (4) x 24-can. For corporate or bulk orders, please get in touch with our customer support.

        Is VAT and Delivery Charges included in the product listed price?

        All prices are inclusive of VAT and delivery charges.

        Can I place a corporate or bulk order?

        For corporate or bulk orders, please get in touch with our customer support.

        Can I change/cancel an order after payment has been placed?

        For any changes or cancellations out of the cancellation window, the full delivery charges will be incurred as each order is processed immediately and our riders may already be dispatched. Please contact our customer support at www.panx5.com@heineken.com to change / cancel your order.

        Type

        Cancellation Window

        Order Reimbursement

        60-90 minutes and sameday Cold Delivery

        10 minutes

        100% inclusive of SST & delivery charges

        How do track my order and/or Delivery status?

        You may monitor delivery status via the tracker link sent to your email with order confirmation. We work with various logistic partners to deliver your product timely and reliably.

        What if my orders are incomplete, damaged or lost in delivery?

        We advise you to check your order thoroughly before acknowledging the courier's receipt of delivery. Should you find product that are broken or missing, do not accept the delivery. Detail the damage or loss on the courier's delivery receipt, and send them back. Please get in touch with our customer support at www.panx5.com@heineken.com and we will arrange for a replacement upon verifying your claims with the delivery company.

        Can I return/exchange my products to Drinkies?

        If you are not 100% satisfied with the product(s), get in touch with our customer support within 24 hours of receipt, and we’ll try our best to assist you in resolving the matter. Please note that as our products are perishable and sensitive to storage conditions, requests will be reviewed on a case-by-case basis for health and safety reasons.

        If the product is unopened (shrink wrap intact):

        1)       Contact our Drinkies customer center Fulfilment Centre to request for a ‘Return Product’ pick-up.

        2)       We will arrange for a pick-up time, and send our riders down to collect your return products in exchange for a new product.

        3)       Upon receipt of returned product at our fulfilment center, we will conduct the necessary inspection of the product.

        If the product has been opened and/or consumed:

        1)       No more than two (2) cans should be consumed, with at least half (50%) of each can’s beer intact. We will retrieve these samples for safety and quality inspection purposes.

        2)       Contact our Drinkies Fulfilment Centre to request for a ‘Return Product’ pick-up

        3)       We will arrange for a pick-up time and send our riders down to collect your collect your return products in exchange for a new product.

        4)       Upon receipt of returned product at our fulfilment center, we will conduct the necessary inspection of the product.

        If you would like to request for a refund on your order, please refer to our refund policy for more details.

        How do track my return status?

        Our customer support will get in touch with updates, but feel free to contact our customer support for more information.

        How long is the quality inspection process?

        The quality of our products and safety of our consumers are very important to us. As every case is different, our Customer Support will get in touch with updates, but feel free to contact our customer support for more information.

        PAYMENTS / REFUNDS

        How does payment work?

        We accept the following payment methods:

        •     Online Payment
        •     Cash on Delivery (COD)
        •     GCash
        •     POS at home

        Our team is working hard to enable more payment options for your convenience soon.

        Are payments made on your site secured?

        If you opt for online banking, the transaction goes through your chosen banking service. We advise to ensure that this is a trusted source, and that we will not be responsible for any transaction related cases, unless the error is on our end, with your chosen service.

        Can I change/cancel an order after payment has been placed?

        For any changes or cancellations out of the cancellation window, the full delivery charges will be incurred as each order is processed immediately and our riders may already be dispatched.
        Please email our customer support at www.panx5.com@heineken.comto change / cancel your order.

        Type

        Cancellation Window

        Order Reimbursement

        60-90 minutes and sameday Cold Delivery

        10 minutes

        100% inclusive of SST & delivery charges

        When will my order be charged?

        Your card will only be charged upon successful receipt of your order. You will receive an email update when your payment is successful. Occasionally, emails may end up in your Junk or Spam mail folder. You may also refer to your bank statement for transaction details. Please note that the transaction might take up to 3 business days to show on your bank statement, dependent on your chosen bank’s practices.

        How do I request for an official receipt or a Sales Tax Invoice?

        Upon delivery, you will receive an official sales tax invoice and delivery receipt.

        Can I request for a refund on my order to Drinkies?

        If you are not 100% satisfied with the product(s), get in touch with our customer support within 24 hours of receipt, and we’ll try our best to assist you in resolving the matter. Please note that as our products are perishable and sensitive to storage conditions, requests will be reviewed on a case-by-case basis for health and safety reasons.

        If the product is unopen (shrink wrap intact)

        1)       Contact our Drinkies customer support to request for a ‘Return Product’ pick-up

        2)       We will arrange for a pick-up time and send our riders down to collect your order.

        3)       Upon receipt of returned product at our fulfilment centre, we will conduct the necessary inspection of the product.

        4)       If it clears our review, we will refund the price of the order within 5 to 7 working days.

        If the product has been opened

        1)       No more than two (2) cans should be consumed, with at least half (50%) of each can’s beer / cider intact. We will retrieve these samples for safety and quality inspection purposes.

        2)       Contact our Drinkies customer support to request for a ‘Return Product’ pick-up

        3)       We will arrange for a pick-up time and send our riders down to collect your order.

        4)       Upon receipt of returned product at our fulfilment centre, we will conduct the necessary inspection of the product.

        5)       If it clears our review, we will refund the price of the order within 5 to 7 working days.

        If you would like to request for a return or exchange on your order, please refer to our return policy for more detail.

        WEBSITE / MOBILE APP

        I can’t view your website?

        The Drinkies is optimized for the following Operating Systems:

        • Windows 8 & above
        • Mac OSX 10.4 & above

         And the following browsers:

        • Internet Explorer 8.0
        • Google Chrome
        • Firefox
        • Safari (OSX)

         Clear your cookies and browsing cache in Internet Settings, restart your browser and try accessing the Drinkies Shop again. Try adding Drinkies shop to your browser whitelist, disable any ad-blockers.

        Still having issues? Contact our customer service hotline and we are happy to help!

        Where can I find your mobile app?

        We do not currently have a mobile app, but the Drinkies Shop is optimized for browsing on most smartphones!

         Just access www.www.panx5.com as you would on any browser and start shopping!

        The website crashed while I was checking out. Help, I am not sure if I have been charged!

        Please check your email for any order confirmation, along with your credit/debit statement for any transaction. Contact our customer support if you would like further confirmation – we will be happy to help!

        What is your stance on Use of Cookies (website)?

        Drinkies' websites and online services may use “cookies.” Cookies enable you to use shopping carts and to personalize your experience on our sites, tell us which parts of our websites people have visited, help us measure the effectiveness of ads and web searches, and give us insights into user behavior so we can improve our communications and products.

        If you want to disable cookies in the Safari web browser, go to Preferences and then to the Privacy pane and choose to block cookies. On your iPad, iPhone, or iPod touch, go to settings, then Safari, and then to the cookies section. For other browsers, check with your provider to find out how to disable cookies.

        Because cookies are used throughout our websites, disabling them may prevent you from using certain parts of the sites.

        Do you store my Personal Information?

        Drinkies' websites and online services may use “cookies and personal information such as name, contact number or email address.” Cookies and personal information will enable you to use shopping carts and to personalize your experience on our sites, tell us which parts of our websites people have visited, help us measure the effectiveness of ads and web searches, and give us insights into user behavior so we can improve our communications and products.

        We do not store your payment information. Please contact our customer service if you have any specific concerns and we will do our best to address it.

        LEGAL COMPLIANCE

        Unlicensed Reselling

        Permit & License required. We do not encourage or condone the reselling of our products.

        Courier service reserves the right to reject any delivery if conditions or requests are deemed unsafe.

        Our engaged logistic services reserve the right to refuse dangerous requests at any location where they cannot be accepted in accordance with applicable law. We are unable to deliver products to recipients who are unable to provide official identification, not of legal alcohol drinking and buying age of eighteen (18) years old.

        Referral & Reward

        Am I eligible to refer a friend ?

        Yes! Simply register with us and send a unique referral link to your friends so they can order with Drinkies. If your friend orders from Drinkies with the link you have provided they receive 150 PHP off on their first order and you receive 150 PHP.

        How many people can I send the referral link to?

        You can refer as many people as you like. The more people you send it to, the greater chance you have of people joining.

        What happens if my friend cancels their order?

        If your friend cancels the order neither you nor your friend will receive the reward. However, if your friend makes a new order with your link, you will both still be eligible for the reward. Referral & Reward

        How long is the link valid for?

        The link does not expire and it can be used within 90 days. However, www.panx5.com has the right to cancel the scheme at any time.

        Where can I check my rewards?

        Go to my account, select the rewards & referral program and then click on either referral or reward page to view your points

        How to use my rewards ?

        In the checkout page click on redeem points to use your rewards, the maximum points allowed per day is 300 PHP cannot be combined with other promotions & offers

        Is there any expiry date for my rewards?

        Yes, you have 60 days to use your rewards you have received from each order

        How much do I get as rewards on every purchase?

        You receive 2% rebate of your total order.

        When can I use my rewards?

        You can use your rewards the next day of the previous order . Rewards cannot be combined with other promotions & offers.

        Is there a minimum or maximum rewards that can used?

        At any given day can use up to 300 PHP as rewards

        Can I use more than 300 PHP/day as rewards?

        No

        Can I transfer my rewards?

        No

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