FAQs

What products are you currently offering?

We carry equipment, accessories, footwear, apparel, and nutrition products.


Can I ask for more information about a product?

Definitely! Just message us on our Facebook page here or email us at customerservice@olympicvillage.com.ph.


How will I know if a product is out-of-stock?

You cannot proceed with checkout process if the item is out-of-stock. A notification message will pop-up on the lower left screen.


What happens if a product I included in the shopping cart is out-of-stock?

-  You cannot add product/s to the shopping cart once it is out-of-stock.
-  To verify if the product is available in the site, you may message us on our Facebook page here or email us at customerservice@olympicvillage.ph. A customer service officer is available to assist you every Mondays to Fridays (9:00am to 5:00pm).

Note: In the event that you were able to continue with the checkout process and one or more products in your order are out of stock, your order will be cancelled. You can go back and re-order the products that are still available.

How do I browse through the products?

You may browse the website in two ways:

-  By Product Category – Choose from the main categories (Equipment, Accessories, Footwear, Apparel, and Nutrition) and refine your selection by clicking on a sub-category from the drop down menu when you hover your mouse cursor on one of the categories.
-  By Search – Our website has a Search function allowing you to search for a specific product or brand that you are interested in. Just click the search icon on the top right portion of the website.


How do I place an order?

1.  Select the product you want to buy and click ‘Add to Cart’.
2.  Review your order by clicking the cart icon on the top right portion of the website and click 'Checkout'.
3.  Enter your details and shipping address, then click 'Continue to Shipping'.
4.  Select your preferred Shipping Method and click 'Continue to Payment'.
5.  Select your preferred Payment Method and click 'Complete Order'.

Notes:
-  Some products have different size and color variations available. Make sure to select the one you prefer before clicking 'Add to Cart'.
-  Not all products available in our physical stores are available online. We suggest you search the website for the product/s you are looking for if it is available online. If you don't find the product/s you are interested in, you may send us a message in the Contact Us page, message us on our Facebook page here or email us at customerservice@olympicvillage.ph. A customer service officer is available to assist you every Mondays to Fridays (9:00am to 5:00pm).
-  Prices in our physical stores may be different from the prices in the website.
-  Saving items in your shopping cart is not considered a reservation. The shopping cart allows you to keep track of items you want to buy until you are ready to make the confirm your order.
-  When payment has already been made, you may no longer change your order. It is highly recommended that all information and order details be reviewed and finalized first before clicking the ‘Complete Order’ button.


My order is paid already. What happens next?

You will receive a payment verification via e-mail and/or SMS that your payment has been processed successfully. Once an order is verified, it will be processed accordingly:

-  11:00am cut-off daily (Mondays to Fridays only).
-  Orders placed after the 11:00am cut-off and during weekends and holidays will be processed on the following business day.


Can I place an order without registering?

Yes, you can still enjoy shopping online even without registering for an account and checkout as guest.


I'm interested to buy wholesale, what do I do?

For wholesale orders, kindly fill out our Wholesale Inquiry page here. You may also message us on our Facebook page here or email us at customerservice@olympicvillage.com.ph.

Where do you deliver?

We only deliver in the Philippines, in locations that are serviceable by our logistics partners. Equipment orders are limited within Metro Manila (NCR) and select Greater Manila Area (GMA) only.


How much is the shipping fee?

Notes:
-  Shipping fees are based on weight and packaging dimension. Orders that exceed the allowable weight and packaging dimension may be cancelled with notification to the customer.
-  All orders, including same day shipping, placed after the 11:00am cutoff and during weekends and holidays will be processed on the following business day.
-  'Heavy - Cavite, Laguna, Rizal' only includes select areas in those provinces.
-  For Batanes and Coron, shipping period is extended to 30 to 40 business days.
-  Same Day shipping is not available to bulk / wholesale orders or orders which includes 3 or more items.


How can I track my order?

For NCR orders, you will receive text message when your order is scheduled for delivery. For provincial orders, you may track your order here. Should you encounter any issues with our tracking page, please let us know. 


Why is my order not yet delivered past the shipping period indicated on the table above?

Failure to deliver your order may be due to the following reasons:
1.  Customer provided the wrong delivery address, the address does not exist, or the address and recipient do not match.
2.  Customer or authorized representative is unavailable during the delivery.
3.  Delivery address is currently under strict quarantine.
4.  Delivery address is not serviceable by our logistics partner.

Our logistics partners have a maximum of two (2) delivery attempts for GMA and provincial orders. If the second delivery attempt is still unsuccessful due to reasons #1 and #2, we reserve the right to cancel the order, refund the payment (if any), and flag the customer. Actual shipping fee including return to sender (RTS) fees will be deducted from the refund. For more on flagged accounts, refer to our Flagged Accounts section below.

For reasons #3 and #4, paid orders will be refunded. Please note that shipping fees are non-refundable.

For any questions or concerns about your order, you may message us on our Facebook page here or email us at customerservice@olympicvillage.com.ph. A customer service officer is available to assist you every Mondays to Fridays (9:00am to 5:00pm).

What are the available payment options?

The following payment options are available:
- Credit card
- Debit card
- GCash
- PayMaya
- PayPal
- TendoPay - Installment payment for orders P10,000.00 and above only.
- Cash-on-delivery (COD) - For orders up to P5,000.00 only. Orders above the allowable amount will be automatically cancelled.

Note: For COD orders, please make sure that you or an authorized representative will be available to receive and pay for your order. While we have a committed shipping period indicated above, we cannot guarantee an exact date and time of the delivery especially for provincial orders. Failure to receive and pay for your order will result to your account being flagged.


What is TendoPay and how does it work?

TendoPay gives you the convenience to buy now and pay later for your online purchase. Split your purchase in installments from 12 to 28 months. No need for credit cards or bank accounts. Sign up for a TendoPay account here.

If you have a TendoPay account already, just proceed to check out the item/s in your cart. Don't forget to select Installments by TendoPay as your payment method and follow the on-screen instructions. You will be redirected to the TendoPay website or app as part of the checkout process.


Is there a minimum amount required to avail of TendoPay's instalment payment?

Yes, the minimum amount required is P10,000.00. Terms vary depending on your total order amount upon checkout.


What are the requirements to sign up for a TendoPay account?

To open a TendoPay account, you must:
1. Be at least 18 years old and possess one of TendoPay's accepted government-issued IDs.
2. Have a valid email address.
3. Have a valid Philippines mobile number.

You will also need to provide a selfie photo with your government-issued ID and a photo of your proof of income. See the list below for the accepted documents:
1. Government ID:
- Driver's license
- Passport
- SSS ID
- Professional Regulation Commission (PRC) ID
- Unified Multi-Purpose ID (UMID).
2. One (1) selfie photo with your government ID. Note: Make sure to hold the government ID close to your face and take the selfie photo in a well-lit area. The photo must be clear.
3. One (1) proof of income:
- If employed, a payslip not older than 2 months
- If self-employed or a business owner, bank statements within the last 2 months

Note: All requirements must be submitted to TendoPay thru their sign up process. No documents will be submitted to Olympic Village United.


How long does it take to get approved?

Once you complete and submit your application, TendoPay will get back to you within one (1) business day. Make sure to submit your online application before 6:00pm because any applications beyond that time will be processed the following business day. All applications submitted after 8:00am on a Sunday will be processed with all of the Monday applications on Tuesday.

For more information on TendoPay, please visit their FAQs page here.

What is your return and exchange policy?

Return and exchange is allowed within seven (7) days from the date of receipt of the order. The product/s must be in brand new condition with complete packaging (box, tags, etc.). Return and exchange is subject to DTI regulations.

Return and exchange is applicable only in the following cases:
1.  Item delivered is damaged or defective
2.  Item has missing accessories or parts
3.  Wrong item, color, or size has been delivered

Return and exchange is NOT applicable in the following cases:
1.  Item/s ordered are: consumables (nutrition), socks, swimwear
2.  Item has been damaged or some accessories/parts were lost due to customer mishandling
3.  Change of mind


I want to change the size/color of the item/s in my order, what is your return and exchange process?

-  Customers must please fill out the Return and Exchange Request here seven (7) days from the date of receipt of the order.
-  Size/color changes are allowed within seven (7) days from the date of receipt of your order. If the size/color of the replacement item is not available, you may choose another item with a similar price in our website.
-  Please note that the original item/s delivered must be returned to us for inspection before we ship out the replacement item/s. The returned item/s must be in brand new condition with complete packaging (box, tags, etc.).
-  All shipping costs related to the return and exchange will be shouldered by the customer if the size/color delivered match the order details.


I received the wrong item/size/color, what do I do?

In case of wrong delivery, please fill out the Return and Exchange Request here immediately. We will shoulder all shipping costs related to the return and exchange of orders due to a mistake on our end.

What is your refund policy?

Refunds are granted at the sole discretion of Olympic Village United, in accordance with DTI regulations. For refund requests, please fill out the Return and Exchange Request here.

Please note that shipping fees are non-refundable. For failed delivery of paid orders due to customer issues, all related fees such as the actual shipping fee and return to sender (RTS) fee will be deducted from your refund.


How long before I get my refund?

Note: For cash-on-delivery (COD) orders, refunds will be deposited to your nominated bank account.

If the refund is still not reflected in your account past the number of days indicated on the table above, please message us on Facebook here or email us at customerservice@olympicvillage.com.ph.

Customers who fail to receive their orders due to any of following reasons will be flagged:
1. Customer provided the wrong delivery address (i.e. the address does not exist, the address and recipient do not match, customer moved out of the given address, office is closed, etc.)
2. Customer or authorized representative is unavailable during the delivery.
3. Customer refused to pay the COD order or payment is not ready.
4. Customer refused to accept the order during delivery.
5. Customer agreed to pick up the order at nearby LBC branch but did not pick up.

Succeeding orders of flagged accounts will be automatically cancelled without prior notice. To request for the removal of your flagged status, you may message us on our Facebook page here or email us at customerservice@olympicvillage.com.ph. Removal of flagged status is at the sole discretion of Olympic Village United.

Flagged customers must agree to pay for all related fees such as the actual shipping fee and return to sender (RTS) fee of previously unclaimed COD orders before their flagged status is lifted. COD payment option will be temporarily unavailable for succeeding orders.