Frequently Asked Questions
Why do I need to register?
Do I need to register when I want to order an item online?
Is registration free?
What do I get when I register?
Why won’t the website let me use my preferred username?
I forgot my password! What do I do?
Why can’t I log in?
Somebody hacked my Toby’s Member account. What do I do?
I can’t post a review, what should I do?
I can’t reply to a comment/review, what should I do?
Can I delete a comment?
Do I need to be a member to be able to rate a product?
Can I post a comment more than twice?
What is Ask-the-Guru?
What kind of questions can I ask?
How do I place an order?
How do I place an order for more than one item?
How do I place an order for more than one unit of a certain item?
What is WEEPAY?
How do I pay using WEEPAY?
How do I follow up/check on the status of my transaction?
The item delivered has a defect. How do I settle this?
What if the item that I returned is no longer in stock?
Can I order online even if I am situated out of the country?
I was contacted by a person (thru email/phone/in person) claiming that he/she is going to collect my payment for my online purchase.
Registering allows you to enjoy privileges such as getting e-newsletters, discounts and freebies. It also enables you to access features such as creating comments and reviews. However, you can still rate products and send questions to Ask-the-Guru even when you are not registered.
Do I need to register when I want to purchase an item?
Yes, because we need pertinent information such as your complete name, mailing/billing address, and so forth, to process your transaction. Also, registering enables you to track your shopping cart and your activities in the website and entitles you to exclusive freebies and discounts.
Yes. Creating an account with the new Toby’s website is free.
What do I get when I register?
As a registered member of Toby’s website, you can:
• Get a chance to get discounts and freebies exclusive to registered users
• Post article comments
• Ask the Guru
• Order a product online via your personal Shopping Bag
• Know about the latest bargains and discounts, as well the latest tips and articles on the sports
lifestyle through the monthly Newsletter.
Why won’t the website let me use my preferred username?
Usually, the system rejects usernames that were used already. Enter a stronger and unique username.
I forgot my password! What do I do?
Relax. Go to log in page, and look for the phrase “Forgot your password?” and click. Follow the instructions and you’ll access your account in no time.
Check if you are registered already. Make sure that you typed the correct username and password. If the abovementioned tips still won’t work, contact the administrator by filling up the form.
Somebody hacked my Toby’s Member account. What do I do?
It's highly unlikely that this would happen, but if you feel that someone else other than you could be using your account and that it could have been hacked, please contact our customer service right away.
I can’t post a review, what should I do?
Only registered members can post a review or comment to avoid spam and other bogus content. Registering enables you to post a comment or review. To register, click here. If the same problem persists even if you have already logged in, refresh the page and try creating a review again. If nothing happens, contact the administrator by filling up the form in the Customer Service page.
I can’t reply to a comment/review, what should I do?
Like posting a comment or review (see above), only registered members can post replies. To register, click here. If the same problem persists even if you have already logged in, try refreshing the page and try creating a review again. If nothing happens, contact the administrator by filling up the form in the Customer Service page.
Yes, you can, provided it is you who made that comment. Deleting other user’s comments is not allowed, so as reviews. Also, you must be logged in to do this.
Do I need to be a member to be able to rate a product?
Not really, rating products in the website is a feature that anyone can use, however, you need to be registered in case you want to submit a comment or review.
Can I post a comment more than twice?
Posting the same comment more than once will be tagged by the system as spam. You can post multiple comments on the given product, given that each comment is unique and is not a repetition of a previously posted comment.
Ask-the-Guru is a service that we offer for free on the Toby’s website. It allows you to send any medical or sports-related question to our dedicated and trusted guru focused on Sports Medicine. If your question is picked, your question will be featured and answered by our guru in the Toby’s website.
What kind of questions can I ask?
Ask about sprained ankles, myths, diseases or any Sports or medical related questions that you can think of. Our guru will try his very best to answer all your questions.
After you’ve chosen the product that you want to order, click on ‘add to bag’. All items you have added on your bag will be shown on your order online page. Check the details of your order. When you are ready to complete your transaction, click on the ‘place order’ tab to send.
How do I place an order for more than one item?
Items added to bag are automatically listed on your account. If you want to purchase another item, just simply click on the category and click on the item. You can also type in the name of the product on the search bar.
How do I place an order for more than one unit of a certain item?
On your Order online page, simply enter the number of items you would like to purchase on the space beside ‘Quantity’ or ‘Qty’.
You can settle your payment thru bank deposits and secure online payment thru WEEPAY. We will be contacting you with the details of your payment once you confirm your order.
Weepay is an accredited partner of Bancnet and Megalink that allows you to use your ATM to safely pay your order online.
It's simple. Once we have confirmed your order, we shall send you an electronic billing to your registered email address. The email shall include summary of order and instructions on how to fulfill your payment.
How do I follow up/check on the status of my purchased item?
Once you have confirmed your order, we shall notify you of the arrival of your package via email. You can also follow up on your item by sending us an email through buyonline@tobys.com or sending us a text message at mobile number 09275533177. Please tell us your tracking number so we can track the status of your order.
The item delivered has a defect. How do I settle this?
Items with defect should be returned to any nearest Toby’s Store or *shipped back to main office within seven (7) days upon purchase. It should be in good condition and should be presented with the original receipt.
*Shipping fee is shouldered by the customer.
What if the item that I returned is no longer in stock?
In case the item to be replaced is out of stock, please fill out the Reservation Form and you will be notified once the item is available.
You can also purchase a similar or related item as long as the amount is the same or higher than the price of your last purchase.
*The Reservation form will be sent to your email once we have received your complaint.
Can I order online even if I am situated out of the country?
Since payments can be done thru bank deposits, you can. But please be reminded that we only ship within the country. If the recipient is based in the Philippines, just change the shipping address to a local address and we will ship your item.
We only settle payments of online orders thru Bank deposits. Our customer representative will get in touch with you via email. To check, request for your tracking number. Only Toby’s customer representative has the access to your tracking number.
