Toby's Sports Helpdesk

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. Do I have to create an account to shop with you?

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 discounts, promos, and special offers. You can join now, or you can start shopping then set up your account when you check out.

1. What do I do if I encounter problems creating or signing in to my urbanathletics.com.ph account?

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 feedback@urbanathletics.com.ph 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. How do I change details on my urbanathetics.com.ph account?

1. You may change your details at any time, just log in to your account. We recommend that you check your account once in a while to make sure your details are up-to-date.

1. How do I search for an item?

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 options on the results page.

1. How do I order?

1. On our website, go to the product page of the item, select the size you would like to purchase, and click the "ADD TO CART" button. After you have added all the items you want to purchase in your shopping cart, follow the instructions on the screen to complete your order.

1. Who may I speak with if I have a question about a product?

1. Feel free to leave us an email at support@urbanathletics.com.ph or call us at (632) 651-7780 to speak to one of our Customer Service Representatives. Or contact us via SMS at 09190745284 or (0929) 193 7333

1. How do I change my order?

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

1. How do I cancel my order?

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. What if I'm having trouble ordering from your site?

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 support@urbanathletics.com.ph or call (632) 651-7780.

1. How can I pay?

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. How do I use my discount/promo code?

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. Can I use more than one discount code?

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. My credit/debit card payment has been declined.

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 you’ve tried all these and are still having problems, contact our Customer Service Representative by email at support@urbanathletics.com.ph 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.

How does your delivery service work?

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 courier partners. These details may allow them to provide you with delivery updates via SMS (text message) 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. 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 via store credit, credit or debit card reversal, 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. f 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 support@urbanathletics.com.ph 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 support@urbanathletics.com.ph 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 support@urbanathletics.com.ph 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 support@urbanathletics.com.ph 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.