GCQ ORDER GUIDELINES
[Updated March 1, 2020]
As we progress to the General Community Quarantine (GCQ), all online orders may now be received either via Delivery Services or Pick Up from our Warehouse. Note that processing of orders will be between 2 to 5 working days.
ORDERS FOR DELIVERY
Our delivery service is with XDE and PAYO! You may expect delivery within *3-5 days within Metro Manila, and 5-10 days for provincial.
*Upon pick up from our warehouse
ORDERS FOR PICK UP
- *All orders for PICK-UP will be prepared at our main fulfilment hub located at Quorum Group Centre, #73 C. Raymundo Ave, Brgy. Caniogan, Pasig City.
- *Before proceeding to the fulfillment hub, please wait for 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
- *Upon arrival at the pick-up area, the person picking up must complete the visitor’s log sheet and inform the releasing team of the ORDER NUMBER AND NAME OF CUSTOMER. Toby’s Sports will not release the order if the information is incomplete.
- *Social distancing must be followed at all times.
- *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.
- *In the event that an item is defective upon receipt, send us a photo of the item for inspection. 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 feedback@urbanathletics.com.ph 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 FOR PRODUCT RETURNS AND REFUNDS
CANCELLED ORDERS
*All orders are deemed valid and final. In the event that the customer changes his mind and wishes to replace the item prior to delivery, his order will be cancelled instead and a new order will be made. Please note that an additional one (1) business day will be added to the processing period.
- *For cancelled orders, a refund via ONLINE VOUCHER will be given within 2-3 days.
RETURNS POLICY
Toby’s Sports reserves the right to refuse return requests if it does not meet the Returns policy.
- *All items go through a thorough inspection process before leaving the warehouse.
- *We observe a one-time replacement policy.
- *In the event that a customer wants to return a damaged item, he must send a request via email at feedback@urbanathletics.com.ph with Subject line following this format:
(RETURN REQUEST: ORDER NUMBER);
Ex.RETURN REQUEST: #XXXXXX
- *In the case that the customer wants to return the damaged item, he must ship it directly to our warehouse:
Quorum Group Centre, #73 C. Raymundo Ave, Brgy. Caniogan, Pasig City
Attention: Darby Gonzales/ July Claudio
*Returns to and replacements in our physical store WILL NOT be entertained or accepted.
- *All return requests are for approval. In the event that the product claim is approved, a
product replacement (same or comparable after discussion with the customer) will be sent. If no replacement fits the order due to stock issues, an ONLINE VOUCHER will be given.
- *Return requests due to change of mind will not be accepted.
- *Return requests due to change of size will be allowed, however, the shipping fee to return the item and delivery fee of replacement item will be shouldered by the customer.
The following conditions will not be accepted as a RETURN:
- *Products evidencing excessive wear and tear.
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*Products that do not have accompanying Sales Invoice and Return Slip.
- *Return due to damaged box (damaged boxes are not allowed for return, as all our products have proper packaging, unless stated. Damage on the box may happen during transit which is no longer controlled by Toby’s Sports)
For samples, promotional products, garage sale items, discounted/ flush-out items (Items 40% off and above) that were returned will be refunded via Online Voucher.
Customer will shoulder the shipping cost unless the reason of the return falls under the following:
Defective or damaged Item (Note: Damaged boxes are not allowed for return, as all of our products have proper packaging, unless stated. Damage on the box may happen during transit which is no longer controlled by Toby’s Sports
- *Wrong item delivered
- *Some parts are missing from the product
- *Missing promotional items such as freebies
GUIDELINES ON ONLINE VOUCHERS
- *All online vouchers issued per identifying store can only be redeemed in that store.
- *All online vouchers are non-transferable and not convertible to cash.
- *All online vouchers can only be redeemed in the online store.
- *Toby’s Sports reserves the right to suspend or cancel any issued Online voucher that are associated with a violation of its policies. All online vouchers may be cancelled or put on hold should there be a need to review the whole transaction for suspected fraud, or for vouchers mistakenly issued in an incorrect denomination. Toby’s Sports reserves the right to void any Online Vouchers should there be an abuse on the claim process.
REFUNDS POLICY
Transactions valid for a refund:
- *Orders cancelled by customer prior to shipment
- *Damaged items with no applicable replacement
- *Out of stock items
- *For orders cancelled by customer prior to shipment, customer will be issued an Online Voucher
- *For damaged and out-of-stock items with no applicable replacement, a refund will be given via the same mode of payment made during the order transaction.
Example, if the payment was made using Paypal, reversal will be made via Paypal.
- *To request for a refund, please send us an email at feedback@urbanatletics.com.ph with subject line: REQUEST FOR REFUND for Order No.
- *Shipping fee of the original order will not be included in the refund unless it was deemed as a mistake due to wrong or damaged item shipped. Shipping fees for the new item and the item to be exchanged will be shouldered by the customer.
LEAD TIME ON REFUND PROCESSING:
Paypal: 3-7 working days
Paynamics: 7-14 working days
Paymaya: 7-21 working days
Credit Card Payment - 7-14 working days
Gcash - 3-7 working days
Online Bank Transfer: 7-14 working days
*Please note that processing of all credit card payments will depend on your acquiring bank. Reflection of the reversal will depend on the bank as well.
GUIDELINES ON ORDER FOLLOW-UPS
To follow up on your order, you may visit (insert link). Type in your order number for the status. Please note that there may be some delays on the updating since our couriers are the ones who update the status.
You may also send us an email at feedback@urbanathletics.com.ph with subject line: FOLLOW UP for Order No.
For other inquiries and concerns, you may send us an email at feedback@urbanathletics.com.ph. You may also reach us through FB Messenger at the Toby’s Sports Facebook page, but we prefer if you contact us via email for easier tracking. Kindly note that we receive a large volume of emails a day, hence, there may be some delays in reply. But rest assured, we will find a way to reply within two working days.
You may also send us a TEXT MESSAGE with your ORDER NUMBER and concern at
(0919) 5106677
(0939) 5139897
We will not be entertaining calls for now due to lack of manpower and to avoid telephone line congestion. But rest assured, we will call you as soon as we can.
SCHEDULE OF OPERATIONS: MONDAY TO FRIDAY: 8 AM to 5 PM, excluding holidays.