Toby's Sports

FREQUENTLY ASKED QUESTIONS






  1. 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.

    1. Yes, 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.

    2. 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.

      1. 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 Service Representative through email at [email protected] or call our hotline (632) 651-7780 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

          1. 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.

            1. 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.

              1. 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 filters on the results page.

                1. 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.

                  1. If you have any questions, please send us an email at [email protected] or call our Customer Service Center at (632) 651-7780 to speak to one of our experts.

                    1. 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.

                      1. You may make changes to your order during the checkout process; however, once your order has been submitted, it cannot be altered.

                        1. 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.

                          1. 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 protected] or call (632) 651-7780.

                            1. We accept payments through DragonPay (over-the-counter bank deposit, ATM, online banking, payment centers) and PayPal (debit or credit cards). You will be charged in Philippine Pesos. Your details are safe with us as we take security very seriously. We also verify transactions for fraud, so all credit and debit card transactions are subject to validation and authorization by both the card issuer and us.

                              1. Your discount/promo code has to be entered at checkout. Our discount/promo codes and their terms and conditions vary, so please make sure to check the mechanics upon receipt and before use. Further, discount/promo codes are not valid on gift vouchers and certain items, services, and brands.

                                1. 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.

                                  1. 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.

                                2. If there are no problems with all of the above, try paying with another card.

                                3. If you’ve tried all these and are still having problems, contact our Customer Service Representative by email at [email protected] or phone (632) 651-7780 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. 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.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  1. 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.
  1. We are unable to change any part of your order or change the delivery or payment method once your order is complete.
  1. Tobys.com currently ships nationwide in the Philippines.
  2. However, for exercise equipment (i.e. stationary bikes and treadmills) and bikes, we can only deliver to Metro Manila addresses.
  1. 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.
  2. 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.
  1. 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.
  1. 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.

  2. If you still can't find your package, please email us at [email protected] or phone (02) 651-7780 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.
  1. We want to resolve any issues with damaged items immediately. As soon as you discover a fault, please contact our Customer Service Representative at [email protected] or (02) 651-7780 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.
  1. We want to resolve any issues with incorrect items immediately. Please contact our Customer Service Representative at [email protected] or (02) 651-7780 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.
  1. 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 Service Representative at [email protected] or (02) 651-7780 with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.


  • Toby’s Sports allows a 15-day return or exchange on products purchased from the website. However, we will be needing necessary documents and information to process your return. Scroll down below to find the steps for your return or exchange requests.

  • There are some general rules that govern all return or exchange requests. These are:

    • 1. Items not valid for a return or exchange are: underwear, consumable products (such as nutrition, supplements, energy gels, etc), swimwear, gift certificates, and store vouchers.

    • 2. The item should be returned within 15 days upon receipt of the item.

    • 3. All customers making a return or exchange request must fill out a Return Request Form (click here).

    • 4. The RETURN SLIP (printed copy included in your parcel) and the complete product packaging should be in order and must be submitted along with the receipt or proof of purchase.

    • 5. For electronic gadgets, customer must ensure that usernames and passwords are deleted.

    • 6. Return of bulky items such as treadmills and exercise bikes must be coursed through our Customer Service Representative via email: [email protected] or landline: +632-6517780



    1. 1. Return the item by sending a Return Request Form (click here).

    2. 2. In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.

    3. 3. Upon receipt of the request, Toby’s Customer Service Representative will evaluate your Return Request and will inform you if you qualify for:
      • a) a refund
      • b) an online store voucher, or
      • c) a replacement of the damaged/defective item

      • * Online store vouchers can only be used in the online store and not in the physical store.

    4. 4. To proceed with returns, our Toby’s Customer Service Representative will provide you with the following options on how to return your order:
      • a. Courier Pick-Up (which will be scheduled by our Toby’s Customer Service Representative)
      • b. In-store Return

    5. If you choose to return at the store, kindly note that your request must be coursed through our Return Request Form. Our stores will not process any return or exchange item without prior confirmation from our online Customer Service Representative.

    6. Click here to find Toby’s Sports branches accepting returns from tobys.com

    7. 5. If your product return is qualified for replacement, you may opt to replace it online or through our physical store. Kindly note that the replacement item is subject to availability. In case of unavailability, please feel free to choose another item that is of the same value or higher.

    8. 6. For replacement online, note that the 7-14 days processing time will commence upon our receipt of the returned item. In the event that the replacement item is not available, you will be issued an online store voucher.

    9. 7. Return status: For returns made via courier, a tracking number will be sent to your email. Customer may track the status of their package via the Xend website, or you may send an email thru [email protected] for updates.



    1. 1. The validity of refund requests will be at the sole discretion of Toby’s Sports.

    2. 2. If you choose to refund, the type of your refund and the lead time will depend on the payment method used for your order. See below.


    3. 3. For COD (Cash-on-Delivery) Payments, refund will be done thru online store voucher.

    4. 4. All refunds for online transactions will be processed online, and not in the physical branches. Toby’s Sports branches will not be able to give you a cash refund.

    5. 5. Online store vouchers can only be used in the online store and not in the physical store.


    1. 1. Return the item by sending a Return Request Form (click here).

    2. 2. In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.

    3. 3. Upon receipt of the request, Toby’s Customer Service Representative will evaluate your Return Request and will inform you if you qualify for:
      • a) a refund
      • b) an online store voucher, or
      • c) a replacement of the damaged/defective item

      • * Online store vouchers can only be used in the online store and not in the physical store.

    4. 4. To proceed with returns, our Toby’s Customer Service Representative will provide you with the following options on how to return your order:
      • a. Courier Pick-Up (which will be scheduled by our Toby’s Customer Service Representative)
      • b. In-store Return

    5. If you choose to return at the store, kindly note that your request must be coursed through our Return Request Form. Our stores will not process any return or exchange item without prior confirmation from our online Customer Service Representative.

    6. Click here to find Toby’s Sports branches accepting returns from tobys.com

    7. 5. If your product return is qualified for replacement, you may opt to replace it online or through our physical store. Kindly note that the replacement item is subject to availability. In case of unavailability, please feel free to choose another item that is of the same value or higher.

    8. 6. For replacement online, note that the 7-14 days processing time will commence upon our receipt of the returned item. In the event that the replacement item is not available, you will be issued an online store voucher.

    9. 7. Return status: For returns made via courier, a tracking number will be sent to your email. Customer may track the status of their package via the Xend website, or you may send an email thru [email protected] for updates.


      1. 1. The validity of refund requests will be at the sole discretion of Toby’s Sports.

      2. 2. If you choose to refund, the type of your refund and the lead time will depend on the payment method used for your order. See below.


      3. 3. For COD (Cash-on-Delivery) Payments, refund will be done thru online store voucher.

      4. 4. All refunds for online transactions will be processed online, and not in the physical branches. Toby’s Sports branches will not be able to give you a cash refund.

      5. 5. Online store vouchers can only be used in the online store and not in the physical store.


    1. 1. Return the item by sending a Return Request Form (click here).

    2. 2. In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.

    3. 3. Upon receipt of the request, Toby’s Customer Service Representative will evaluate your Return Request and will inform you if you qualify for:
      • a) a refund
      • b) an online store voucher, or
      • c) a replacement of the damaged/defective item

      • * Online store vouchers can only be used in the online store and not in the physical store.

    4. 4. To proceed with returns, our Toby’s Customer Service Representative will provide you with the following options on how to return your order:
      • a. Courier Pick-Up (which will be scheduled by our Toby’s Customer Service Representative)
      • b. In-store Return

    5. If you choose to return at the store, kindly note that your request must be coursed through our Return Request Form. Our stores will not process any return or exchange item without prior confirmation from our online Customer Service Representative.

    6. Click here to find Toby’s Sports branches accepting returns from tobys.com

    7. 5. If your product return is qualified for replacement, you may opt to replace it online or through our physical store. Kindly note that the replacement item is subject to availability. In case of unavailability, please feel free to choose another item that is of the same value or higher.

    8. 6. For replacement online, note that the 7-14 days processing time will commence upon our receipt of the returned item. In the event that the replacement item is not available, you will be issued an online store voucher.

    9. 7. Return status: For returns made via courier, a tracking number will be sent to your email. Customer may track the status of their package via the Xend website, or you may send an email thru [email protected] for updates.


      1. 1. The validity of refund requests will be at the sole discretion of Toby’s Sports.

      2. 2. If you choose to refund, the type of your refund and the lead time will depend on the payment method used for your order. See below.


      3. 3. For COD (Cash-on-Delivery) Payments, refund will be done thru online store voucher.

      4. 4. All refunds for online transactions will be processed online, and not in the physical branches. Toby’s Sports branches will not be able to give you a cash refund.

      5. 5. Online store vouchers can only be used in the online store and not in the physical store.


    1. 1. Return the item by sending a Return Request Form (click here).

    2. 2. In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.

    3. 3. Upon receipt of the request, Toby’s Customer Service Representative will evaluate your Return Request and will inform you if you qualify for:
      • a) a refund
      • b) an online store voucher, or
      • c) a replacement of the damaged/defective item

      • * Online store vouchers can only be used in the online store and not in the physical store.

    4. 4. To proceed with returns, our Toby’s Customer Service Representative will provide you with the following options on how to return your order:
      • a. Courier Pick-Up (which will be scheduled by our Toby’s Customer Service Representative)
      • b. In-store Return

    5. If you choose to return at the store, kindly note that your request must be coursed through our Return Request Form. Our stores will not process any return or exchange item without prior confirmation from our online Customer Service Representative.

    6. Click here to find Toby’s Sports branches accepting returns from tobys.com

    7. 5. If your product return is qualified for replacement, you may opt to replace it online or through our physical store. Kindly note that the replacement item is subject to availability. In case of unavailability, please feel free to choose another item that is of the same value or higher.

    8. 6. For replacement online, note that the 7-14 days processing time will commence upon our receipt of the returned item. In the event that the replacement item is not available, you will be issued an online store voucher.

    9. 7. Return status: For returns made via courier, a tracking number will be sent to your email. Customer may track the status of their package via the Xend website, or you may send an email thru [email protected] for updates.


      1. 1. The validity of refund requests will be at the sole discretion of Toby’s Sports.

      2. 2. If you choose to refund, the type of your refund and the lead time will depend on the payment method used for your order. See below.


      3. 3. For COD (Cash-on-Delivery) Payments, refund will be done thru online store voucher.

      4. 4. All refunds for online transactions will be processed online, and not in the physical branches. Toby’s Sports branches will not be able to give you a cash refund.

      5. 5. Online store vouchers can only be used in the online store and not in the physical store.





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