Shopping With Us
1. What products and services are available in the site?
Most products you see at our stores are available for purchase in our website. When you order from the website, we deliver your order right to your doorstep. You also get to enjoy complimentary services such as Newsletter subscriptions, web-only promos, and invitations to exclusive events.
2. Do I have to create an account to shop with you?
No, you do not have to create an account. You can check out as a guest when you finalize your order. You will have an option to create an account after your order is complete with the information you have provided at checkout.
If you choose to create an account, it’s simple to do and it allows you to shop more easily with us in the future as you do not have to fill in your details every time you come back.You will also receive benefits such as order tracking, regular newsletters, and exclusive discount, promos, and special offers.You can join now, or you can start shopping then set up your account when you check out.
3. What do I do if I encounter problems creating or signing in to my Tobys.com account?
If you're having problems accessing our website, please make sure that you have the latest version of your operating system provider (Windows, OSX, etc).
If you’re still having problems, contact our Customer Care Team through email at email@example.com or call our hotline (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) and let us know:
- Details about the issue
- Screen shots of any error message you get
- Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
- What you have done so far to try to resolve it
4. How do I change details on my Tobys.com account?
Log in to your account and you can change your details at any time. We recommend that you check your account once in a while to make sure your details are up-to-date.
5. Can I sign up for the newsletter?
Yes you can, and it’s really easy to do! You can set up an account with us which also means you are ready to start shopping! Or you can sign up exclusively for our newsletter.
6. How do I search for an item?
If you know what you're looking for, type it into the Search box at the top of the page. To browse through what’s available, select a category from the navigation bar at the top of the page. You can then narrow your search by selecting product type, size, color, etc from the options on the product page.
7. How do I order?
On our website, go to the product page of the item you would like to purchase and click the "ADD TO CART" button. After you have added all the items you want to purchase to your shopping cart, follow the instructions on screen to complete your order.
8. Who may I speak with if I have a question about a product?
If you have any questions, please send us an email at firstname.lastname@example.org or call our Customer Service Center at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) to speak to one of our experts.
9. Is Tobys.com's pricing different from the Toby’s store prices?
Pricing in the website is the same as that of our stores. However, where applicable, we will have promos and price adjustments specifically for the website and/or our stores.
10. How do I change my order?
You may make changes to your order during the checkout process; however, once your order, has been submitted it cannot be altered.
11. How do I cancel my order?
Our goal is to provide you with exceptional service. To ensure timely delivery, we begin processing orders immediately after an order has been placed. You may make changes to your order during the checkout process; however, once your order has been submitted, it cannot be altered. We do offer a 100% satisfaction guarantee on all of our products. Therefore, if you are not completely satisfied with your order, you may return your purchase subject to our Return Policy.
12. What if I'm having trouble ordering from your site?
Customers may occasionally experience problems that are related to the security settings on their browser (Internet Explorer, Firefox, Safari, etc). If you are experiencing a problem when using our website, please send us an email at email@example.com or call (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays)
13. How can I pay?
We accept payments through Cash on Delivery (COD), debit cards, credit cards, and PayPal. You will be charged in Philippine Pesos. Your details are safe with us as we take security very seriously indeed. We also take fraud very seriously so all credit and debit card transactions are subject to validation and authorization by both the card issuer and us.
14. How do I use my discount/promo code?
Your discount/promo code has to be entered at checkout. Our discount/promo codes and their terms and conditions vary, so please make sure you check when you receive any discount/promo code. Further, discount/promo codes are not valid on gift vouchers and certain items, services, and brands.
15. Can I use more than one discount code?
This is dependent on the terms of your discount code. Some allow this while others do not. Please read the terms carefully before using your code.
16. My credit/debit card payment has been declined.
Please try the following:
- Check the card details (expiry date, billing address, etc) on your account to make sure the information is correct.
- Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
- Your card issuer may have declined your payment. Because they don’t tell us the reason for this, it’s best to contact them for details.
If there are no problems with all of the above, try paying with another card.
If you’ve tried all these and are still having problems, contact our Customer Care Team by email at firstname.lastname@example.org or phone (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) with as many details as you can about the issue including any error messages and we’ll try to resolve it as soon as we can.
1. How does your delivery service work?
We know how important it is to receive your goods when you expect them. We have a large network of couriers to deliver goods from our website to you. We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your parcel. Deliveries can be made anytime between 7am and 9pm, but we cannot guarantee an exact date or time of when the order will actually be delivered.
We will deliver your order at the address of delivery as indicated by the customer upon placing the order. Customers will be required to sign for delivery. The invoice or receipt of the delivered order will be required for any future concerns regarding the particular product in question.
To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates via SMS (Text) and/or E-mail.
Please be advised that it may not be possible to deliver to certain areas. In such cases, we will contact you to ask if you would like to proceed with the order by providing an alternative delivery address or cancel the order altogether.
All ordered products will be delivered in our own packaging. Please be careful when opening your order so as not to damage it, especially when using sharp objects. It is your responsibility to ensure that the product is not damaged during this process.
2. Can I track my order?
If your order has been sent to you using a tracking service, you can follow its journey to you. You'll receive a confirmation email from our warehouse with a tracking number if this is the case.
3. Can I change my delivery address?
We are unable to change any part of your order or change the delivery or payment method once your order is complete.
4. What happens if I'm not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as we need proof of identification for Credit Card and Paypal orders. If no one is present to receive your order, we will leave an attempted delivery card indicating time of unsuccessful attempt as well as instructions on re-delivery or how to contact customer service for further advise as to how to proceed.
If you refuse to accept delivery or are unavailable for three consecutive delivery attempts, we reserve the right to cancel the order and refund any amount paid to us to your e-wallet as store credit, credit or debit card company as applicable.
5. Can I have my package redirected to a different address?
For your security, we can't change the address your order is being sent to. If you're not in when a delivery is attempted our courier will leave a card giving instructions for re-delivery.
6. My order has not arrived yet.
If your order has not arrived by the estimated delivery date, please check the following:
- Log in to your account to check that we have the correct delivery address for your order and your contact details are up to date.
- Check if you have a text message, email or attempted delivery card from one of our couriers.
If you still can't find your package, please email us at email@example.com or phone (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) with your Order Number and any details you can provide about your order. We'll reply as soon as possible and do our best to locate your package. If it cannot be found, we will arrange a replacement or refund for you.
7. I have received a damaged item.
We want to resolve any issues with damaged items immediately. As soon as you discover a fault, please contact our Customer Care team at firstname.lastname@example.org or (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) with the order number, the faulty item's name and number, and a description of the fault. We’ll get back to you as soon as possible and send you a replacement item as quickly as we can.
8. I have received an incorrect item in my order.
We want to resolve any issues with incorrect items immediately. Please contact our Customer Care team at email@example.com or (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) with the order number and the incorrect item's name and number. We'll reply as soon as possible and try to resolve it for you as quickly as we can.
9. An item is missing from my order
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If an item is still missing and any additional packages have not arrived within the estimated delivery dates, please contact our Customer Care team firstname.lastname@example.org or (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
Returns & Refunds
1. I want to return an item.
We offer a return policy that allows ordered items to be returned 14 days after the receipt of the said items. You can ship the item back to us along with the original packaging – including all the tags that came along with it. However, all items are still subject to quality assessment. Once it passes quality control, you will be refunded in the form of store credit.
2. I want to exchange an item.
We offers store credit for returned items. You can ship your item back to us and once it passes quality check, we will send your store credit in your e-wallet, which you can then use to purchase any other item.
3. How long does it take for a returned item to be processed?
For returned items in good condition, you can expect a your store credit to reflect the return seven to ten business days after you shipped the items back to us.
4. How will I be refunded for the returned items?
After the returned item passes the quality assessment, the amount of the item will be sent to your e-wallet to be used for a later purchase.
5. I have received the wrong amount for refund.
We want to resolve any issues with incorrect refunds immediately. Please contact our Customer Care team at email@example.com or (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) with the order number and the correct refund amount. We'll reply as soon as possible and try to resolve it for you as quickly as we can.