GCQ ORDER GUIDELINES:
ORDERS FOR PICK UP
1.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.
2..For orders for pick-up, our Customer Service Representative will send a PICK-UP CONFIRMATION MESSAGE via email or text message when the order is ready for pick up. No confirmation message, no releasing of orders.
3. PICK-UP schedule for orders is MONDAY - FRIDAY: 9 AM - 3 PM, excluding holidays.
HOW TO PICK-UP AN ORDER:
A. Upon arrival at the pick-up area, personnel picking up must complete the visitor’s log sheet and inform the dispatch team of the ORDER NUMBER AND NAME OF CUSTOMER. Toby’s Sports will not release the order if information is incomplete.
B. Social distancing must be followed at all times.
C. 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.
D. In the event that an item is defective upon receipt, send us a photo of the item via support@tobys.com for verification. 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.
4. For wrong delivery, please contact us immediately at support@tobys.com for the replacement of your order. Please use the subject line: WRONG DELIVERY (ORDER No. X)
5. 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 ON REFUNDS:
1.To request for a refund, please send us an email at support@tobys.com with subject line: REQUEST FOR REFUND for Order No.
2. For approved refunds, please refer to the lead times below.
LEAD TIMES (upon acknowledgement of request):
Paypal: 3-7 days
Paynamics:
Credit Card Payment - 3-7 working days
Gcash - 3.7 working days
Online Bank Transfer: 7-14 days
*Please note that the refund will be sent thru the same payment option used. We will not accommodate requests such as refunds via bank transfer if it was paid via credit card.
GUIDELINES ON ORDERS FOR SHIPPING
1. Due to our skeletal manpower and high order volumes, please expect possible delays in processing your order. However, we will do our best to prepare your item for release to our courier within 2-3 working days. Please note that shipping may take 5-7 working days for Metro Manila, and 7-14 working days for provincial, upon pick up of partner courier. Our couriers are also operating on skeletal workforce, hence, the possible delay on shipping.
2. To follow up on your order, you may visit https://www.parcelmonitor.com/tobyssports/track-it-online. Type in your order number for the status. Please note that there maybe some delays on the updating since our couriers are the ones who update the status of your shipment.
Or,you may send us an email at support@tobys.com with subject line: FOLLOW UP for Order No.
For other inquiries and concerns, you may send us an email at support@tobys.com. You may also reach us through FB Messenger, 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. 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.
