UPDATED ON: August 3, 2020 at 3:30 PM
In light of the implementation of the Modified Enhanced Community Quarantine (MECQ), we are temporarily suspending our delivery services. All orders made from August 3 onwards will be available for pick-up either via personal pick-up or by your chosen courier. Since we are operating on skeletal manpower, please expect possible delays in releasing your order. The processing of orders will be 7 – 10 working days.
You will be notified via email or text message once your order is ready for pick-up.
ORDERS FOR PICK UP
- All orders for PICK-UP will be prepared at our main fulfillment hub located at Quorum Group Centre, #73 C. Raymundo Ave, Brgy. Caniogan, Pasig City.
- For orders for pick-up, our Customer Service Representative to send a PICK-UP CONFIRMATION MESSAGE via email or text message when the order is ready for pick up. Present the confirmation message to our releasing team for verification. No confirmation message, no releasing of orders.
- PICK-UP schedule for orders is MONDAY - FRIDAY: 9 AM - 3 PM, excluding holidays.
CONTACTLESS ORDER PICK-UP
A. Upon arrival at the pick-up area, personnel picking up must complete the visitor’s log sheet and inform the dispatch team of the ORDER NUMBER AND NAME OF CUSTOMER. Urban Athletics will not release the order if the information is incomplete.
B. Social distancing must be followed at all times.
C. Prior to parcel release, our team will ensure that the items are securely packaged. Hence, we will not be liable for any damages incurred on the items during transit.
D. In the event that an item is defective upon receipt, send us a photo of the item for verification. If it is approved for replacement, we will do our best to process the replacement within 7-10 working days upon receipt of damaged items. Due to the community quarantine, kindly expect some delays.
- For wrong delivery, please contact us immediately at firstname.lastname@example.org for the replacement of your order. Please use the subject line: WRONG DELIVERY (ORDER No. XXXXX)
- Should the customer decide to use a third-party courier for PICK-UP and the cargo gets hampered in transit, the courier should return the items to our fulfillment hub. Return delivery fee will be shouldered by the customer. The delivery fee must be reimbursed to us via bank deposit prior to re-delivery of the item. Should the customer cancel the order, the return fee will be deducted from the refundable amount.
GUIDELINES ON REFUNDS
- To request for a refund, please send us an email at email@example.com with subject line: REQUEST FOR REFUND for Order No. XXXXX
- For approved refunds, please expect 3-7 working days of processing lead time.