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.
What are your shipping options?
| Shipping Method | Weight | Rate | Shipping Period |
|---|---|---|---|
| Metro Manila (NCR) | Up to 20 kgs | P250.00 | 5 to 7 business days |
| Greater Manila Area (GMA) | Up to 3 kgs | P350.00 | 7 to 10 business days |
| Heavy (NCR & GMA only) | Above 20 kgs | P1,500.00 | 7 to 10 business days |
| Provincial | Up to 3 kgs | P450.00 | 10 to 20 business days |
Notes:
- Shipping fees are based on weight and size. NCR orders that exceed allowable weight or big and irregular in size will be classified as "Heavy" and will be charged based on the above rates, while provincial orders will be cancelled with notification to the customer.
- All orders placed after the 11:00am cut-off and during weekends and holidays will be processed on the following business day.
- Greater Manila Area includes select areas in Bulacan, Cavite, Laguna, and Rizal.
- For Batanes and Coron, shipping period is extended to 30 to 40 business days.
How can I track my order?
For provincial orders, you may track your order here. Should you encounter any issue with our tracking page, please let us know. For NCR orders, you will receive text message when your order is scheduled for delivery.
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 blacklist the customer. Actual shipping fee including return to sender (RTS) fees will be deducted from the refund. For more on blacklisting, refer to our Blacklisting 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
- Paypal
- Cash-on-delivery (COD)
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.
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, actual shipping fee including return to sender (RTS) fees will be deducted from your refund.
How long before I get my refund?
| Payment Method | Processing Time |
|---|---|
| PayPal | 7 to 10 business days |
| Credit card and debit card via PayMongo | 5 to 10 business days |
| GCash via PayMongo | 2 to 3 business days |
| Cash-on-delivery (COD) | 1 to 3 business days |
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 the following reasons will be blacklisted:
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. Customer refused to accept the order during delivery.
Succeeding orders of blacklisted customers will be cancelled without prior notice. To request for the removal of your blacklisted status, you may message us on our Facebook page here or email us at customerservice@olympicvillage.com.ph. Removal of blacklisted status is at the sole discretion of Olympic Village United.
Blacklisted customers must agree to pay for the actual shipping fee including return to sender (RTS) fees of previously unclaimed COD orders before their blacklisted status is lifted. COD payment option will be temporarily unavailable for succeeding orders.