FAQs - 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:

  • Two (2) valid government IDs (SSS UMID Card, Driver’s License, Philhealth ID, Postal ID, Voter’s ID, PRC ID, Senior Citizen ID, OFW ID, Passport). If you are 17 years old and below, you may bring your birth certificate and/or school ID.

  • Pick-up confirmation letter (hard or soft copy)

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

  • Letter of Authorization from the person who ordered stating your full name with his/her name, signature, and order number

  • Your two (2) valid government IDs. If you are 17 years old and below, you may bring your birth certificate and/or school ID.

  • One (1) Photocopy of the valid ID of the person who ordered

  • Pick-up confirmation letter (hard or soft copy)

Q: Is there a minimum purchase required for Click and Collect?

A: Yes. The minimum purchase required is Php1,500.00. 

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.