Toby's Sports

FREQUENTLY ASKED QUESTIONS FOR CLICK-AND-COLLECT

 

Q: What is “Click-and-Collect” and how can it benefit me?


A: It is one of our most convenient ways for customers to pick up their tobys.com orders. Simply order online, and choose the *nearest store where you want to collect your package. Refer to our Collection Time Chart and schedule your pick-up accordingly. No need to wait for delivery days!

*Note: Collection of orders is only available at Toby’s BGC for now, but will soon roll out in our other branches.

Q: I haven’t received a pick up confirmation from tobys.com, can I go to the store and collect my item without it?


A: Sorry, but no. You will need to present the pick up confirmation letter when you collect your order. Please call us at (632) 651-7777 loc 780, 781 or 782 for follow up.


Q: What do I need to bring with me when I collect my orders in your store?


A1: If you are the person who ordered, please ensure to bring the following:



A2: If you are a representative, please ensure to bring the following:





Q: Can I collect my orders anytime?


A: We have a cutoff for our click-and-collect per day. Please follow the time indicated in the email sent to you. You may also refer to the Collection Time Chart below:


Q: How do I choose the store where I’ll pick up my order?

A: As of the moment, order pick-ups are only available in our Toby’s Sports Flagship Store in BGC. Don’t worry, we are working on rolling out our Click-and-Collect feature to more Store Collection locations.


Q: Is it possible to pay for my order in cash at the store pick-up location?

A: Sorry, but no. We only offer Paypal as payment option for Click-and-Collect orders as of the moment.

Q: How will I know if my order is ready for pick-up?

A: Please refer to the confirmation email that we sent for your order pick-up schedule.

Q: If I purchase online, can I automatically go to the store anytime and get the available stocks that I see in the store?


A: Sorry, but no. Your item will be prepared from the main warehouse and delivered to your desired *Store Location. The items in the store will be available for in-store transactions only.


*Note: Collection of orders is only available at Toby’s BGC for now, but will soon roll out in our other branches.


Q: Can I combine online purchases with my purchases in-store?


A: All orders made online cannot be combined with your purchases in-store. You will be issued with a separate receipt for your purchase.



Q: Can I use the online vouchers in-store?


A: Sorry, but no. Online vouchers are only applicable online, unless stated in the mechanics.



Q: I bought something online and collected it in-store, but the size doesn’t fit. Can I have it replaced in-store?


A: Yes, you may have your order replaced in-store as long as the value of the item is similar to the one you purchased or higher.


Q: I changed my mind. I wanna get the item I saw in the store instead and cancel my current online order. How do I proceed?


A: Since you have already paid for your order, you may replace the item in the store, provided that the value is the same or higher.



Q: I saw a different sale and promotion in-store. Can I apply that on my online order too?


A: Promotions that are exclusive in the store cannot be applied on your online order. In addition, online-exclusive promos may not be applied when purchasing in-store.


Q: I returned an item in-store, can I get my refund there as well?


A: Sorry, but no. Refunds from online transactions may only be processed by the Toby’s online team. You may not collect your refund in-store.

Q: I have a busy schedule ahead. How long can you hold my package for me, before I pick it up?

A: Package storage is up to 14 days. However, in the event that the pick-up has not been made within 14 days, your order will automatically be cancelled and your payment shall be refunded.


Q: May I ask for an extension of the 14-day order storage? I really need a few more days.


A: Sorry, but we can only hold your package for a maximum of 14 days. This is to ensure the quality of the goods sold to each customer.

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