SHOPPING WITH US
Where are your stores?
To find and contact the Toby’s Sports store nearest you, kindly click here.
Is your store in ________ open?
To check if a Toby’s Sports Store is open, kindly click here.
What products and services are available on the site?
Most products you see at our stores are available for purchase on 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.
Do I have to create an account to shop online with you?
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.
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.
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 Support Champions through email at support@tobys.com or call our hotline (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays) and let us know:
- Details about the issue
- Screenshots 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
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 occasionally to make sure your details are up to date.
Can I sign up for the newsletter?
Yes, you can, and it’s 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.
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 filters on the results page.
How do I order online?
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.
Who may I speak with if I have a question about a product?
If you have any questions, please send us an email at support@tobys.com or call our Customer Support Team at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays). to speak to one of our Customer Support Champions
Is Tobys.com's pricing different from the Toby’s store prices?
Pricing on 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.
How do I avail and use my Gift Card or Gift Certificate?
For information about gift cards or gift certificates, kindly click here
Who can I contact about my store/online experience?
You can give us your feedback by clicking here. You may also speak with our store team members and fill out a Customer Feedback Form. We are looking forward to hearing from you.
Do you provide racket/stringing service?
Yes! Kindly click here for further details.
Do you provide exercise equipment repair?
Yes! Kindly click here for further details.
PRODUCT INFORMATION
I have a few questions about a product, who do I ask?
For item details, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com.
While in the store, you can approach any of our team members and they will be more than willing to assist you with your questions.
Do you have a size chart/guide?
Yes! Our size chart/guide are included in the item description. For further assistance feel free to reach out
to our Customer Support Champions by emailing us at support@tobys.com.
Is a product available at a certain store?
You can reach out to the store nearest you by joining our Viber Community: bit.ly/TobysSports.
For further assistance you can reach out to our Customer Support Champions by emailing us at support@tobys.com.
Can I reserve products and purchase them at a store close to me?
You can reach out to the store nearest you by joining our Viber Community: bit.ly/TobysSports
They will be more than willing to assist you with the possibility of having an item reserved.
ONLINE ORDER
How do I change my online order?
You may make changes to your order during the checkout process; however, once your order has been submitted, it cannot be altered. For further assistance, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
How do I cancel my online 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. An order can be cancelled only if it hasn’t been shipped yet. Once cancelled an online voucher equivalent to the order amount will be issued to the customer as refund. For further assistance, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
I'm having trouble ordering from your site, can you help me?
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, feel free to reach out to one of Customer Support Champions by sending us an email at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays). We will be more than willing to assist you in placing your order.
How can I pay for my online orders?
To see accepted modes of payment, kindly click here.
You will be charged in Philippine Pesos. Your details are safe with us as we take security very seriously indeed.
We also take fraud seriously, so all credit card and debit card transactions are subject to validation and authorization by both the card issuer and us. For instances that the system flagged an order with risk of fraud, one of our Customer Support Champions will reach out to you and ask a few questions and some documents to verify the transaction.
How do I use my discount/promo code for my online order?
Your discount/promo code can be entered at checkout. Our discount/promo codes and their terms and conditions vary. Kindly 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. If a problem persists with your discount code, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
Can I use more than one discount code for my online order?
This is dependent on the terms of your discount code. Some allow this while others do not. Kindly read the terms and conditions before using your code. If a problem persists with your discount code, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
My credit/debit card payment for an online order has been declined. What should I do?
Kindly 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 entered the security code correctly – it’s the three-digit number on the back of your card.
- Your card issuer may have declined your payment. Kindly contact them for details.
- Try paying with another card.
If you’ve tried all of these and are still having problems, please contact our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays). Kindly provide us with as many details as you can about the issue including any error messages you might have encountered, and we’ll try to resolve it as soon as we can.
Why is the Customer Support Champion asking for a valid government id and proof of payment transaction?
We take fraud seriously. Every now and then the system will flag certain orders. To ensure our customer’s safety and to ensure all transactions are secure, our Customer Support Champions will request that a government id and proof of payment be provided. The customer is given 3 days to respond and provide the needed documents before the said order will be cancelled. Kindly allow additional 1-2 days for document verification for the order to proceed. For further assistance, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
DELIVERY
Can I track my online order?
Yes! You'll receive a confirmation email from our warehouse with a tracking number. You can track your order here. If the information in the tracker seems inaccurate, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
Can I change the delivery address of my online order?
We are unable to change any part of your order or change the delivery or payment method once your order is complete. For further assistance, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
Where does Tobys.com deliver?
Tobys.com currently ships nationwide in the Philippines. This is subject to community quarantine guidelines and courier partner restrictions.
What happens if I'm not around, when my online order arrives?
It is best that someone is around when your parcel is due to be delivered as we will be needing proof of identification for Credit Card and Paypal orders.
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 via online voucher.
Can I have my package redirected to a different address?
For your security, we can't change the address where your order is being shipped to. If you noticed that the tracker is showing a different address compared to the one in your confirmed order, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
My online order has not arrived yet. Where is it?
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, e-mail or attempted delivery card from one of our couriers.
- You can use our parcel tracker here.
If you still can't find your package, feel free to reach out to our Customer Support Champions by emailing us at support@tobys.com with your order number, customer name 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. For instances of claims, kindly allow us additional 2-3 working days for processing.
Something is missing from my online order. What should I do?
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 Support Champions at support@tobys.com 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. Kindly see process below:
- Upon receipt of the request, A Customer Support Champion will investigate your concern, reach out to you through email and will inform you the next possible steps to take:
- a) missing item will be sent to you, or
- b) a full refund (for the refund process kindly click here),
- c) an online store voucher usable only in the online store, or
- d) a replacement of the item with an item of the same or greater value.
*For claims, we will be requesting pictures of the received item and other documents. Kindly allow us additional 2-3 working days for processing.
- To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.
- We will book a courier like Grab, Lalamove etc. (For NCR orders only) to pick up the item.
- Customer will book his own bike courier like Grab, Lalamove etc. to send to our fulfillment hub and the shipping fee will be refunded.
- Customer to ship through preferred courier (For provincial orders) and the shipping fee will be refunded.
Return Address:
Quorum Group Centre, #73 C. Raymundo Ave, Brgy. Caniogan, Pasig City
Attention: Darby Gonzales/ July Claudio
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If your product return is qualified for replacement, 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.
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For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.
- To follow up on your incomplete order, feel free to reach out to our Customer Support Champions through our email support@tobys.com or by calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
RETURNS and REFUNDS
How do I return/exchange my store purchase?
Kindly return the item to the store it was purchased from. To view the store return policy. Click here.
What is your Return Policy for online orders?
For Toby’s Sports Return Policy, kindly click here.
How do I get a refund?
For Toby’s Sports Refund process, kindly click here.
An item from my online order is damaged or defective. How do I return it?
1. Return the item by sending a Return Request Form (click here).
- In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.
- Upon receipt of the request, A Customer Support Champion will evaluate your Return Request, reach out to you through email and will inform you if you qualify for:
- a) a refund through original mode of payment (for the refund process kindly click here)
- b) an online store voucher of the same value as the item usable only in the online store, or
- c) a replacement of the damaged/defective item with an item of the same or greater value.
- To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.
- We will book a courier like Grab, Lalamove etc. (For NCR orders only) to pick up the item.
- Customer will book his own bike courier like Grab, Lalamove etc. to send to our fulfillment hub and the shipping fee will be refunded.
- Customer will ship through preferred courier (For provincial orders) and the shipping fee will be refunded.
-
For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the damaged item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.
- To follow up on your return or refund status, feel free to reach out to our Customer Support Champion through our email support@tobys.com or through phone at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
An item from my online order doesn’t fit me. How do I return it?
1. Return the item by sending a Return Request Form (click here).
- In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.
- Upon receipt of the request, A Customer Support Champion will evaluate your Return Request, reach out to you through email and will inform you if you qualify for:
- a) replacement of the item with the preferred size or replacement of the item with an item of the same or greater value,
- b) If preferred size is unavailable, an online store voucher, usable only in the online store.
- To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.
- Customer will book his own bike courier like Grab, Lalamove etc., shoulder the shipping fee and send the item for replacement to our fulfillment hub.
- Customer to ship through preferred courier (For provincial orders), shoulder the shipping fees and
send the item for replacement to our fulfillment hub.
-
For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.
- To follow up on your return or refund status, feel free to reach out to our Customer Support Champion through our email support@tobys.com or through phone at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
I received a wrong item in my online order. How do I return it?
1. Return the item by sending a Return Request Form (click here).
- In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.
- Upon receipt of the request, A Customer Support Champion will evaluate your Return Request, reach out to you through email and will inform you if you qualify for:
- a) a refund (for the refund process kindly click here)
- b) an online store voucher usable only in the online store, or
- c) a replacement of the item with an item of the same or greater value.
*For claims, we will be requesting pictures of the received item and other documents. Kindly allow us additional 2-3 working days for processing.
- To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.
- We will book a courier like Grab, Lalamove etc. (For NCR orders only) to pick up the item.
- Customer will book his own bike courier like Grab, Lalamove etc. to send to our fulfillment hub and the shipping fee will be refunded.
- Customer to ship through preferred courier (For provincial orders) and the shipping fee will be refunded.
-
For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.
- To follow up on your return or refund status, feel free to reach out to our Customer Support Champion through our email support@tobys.com or through phone at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays)..
I lost my receipt; can I still return my online order?
It is best that we keep our receipts to avoid any inconvenience as these are required to process a return request. For assistance, kindly reach out to our Customer Support Champions by emailing us support@tobys.com or by calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).
