COVID-19

WILL MY ORDER BE DELAYED?

With Metro Manila back on Modified Enhanced Community Quarantine, our warehouse operations will be operating at reduced hours and capacity.

We hope for your continued support and understanding as our warehouse operates with additional health and safety measures to protect you, our employees, and our fellow Filipinos.

For more information on your order status, you can check HERE

WHEN WILL I RECEIVE REFUND FOR MY CANCELLED/RETURNED ORDER?

For orders that were placed successfully with a credit card but were cancelled, refund will be processed back to your bank as soon as we cancelled your order, hence please check with your bank if you have not received your refund.

We do not retain any payments for products that are not delivered. If an order is cancelled, a refund should be instituted in our system at the same time.

For orders that requested to return for refund, refund can only be processed when:

• We received your returned item and inspected by our quality assurance team and it is confirmed that it fits within our returns policy
• We received your bank details with correct bank information (COD orders)

WHAT IS THE EXACT STATUS OF MY ORDER? WHEN WILL I RECEIVE IT?

You may check your order status on our Order Tracker page.

Orders being processed are either:

• Already packed in the warehouse and awaiting pick up by our carrier, or;
• Currently being audited or going through quality control before the packing process is completed and picked up by our courier

We have received your order and will send you a shipping confirmation with your track & trace details as soon as your order ships.

As we transition our delivery services to a new partner carrier, please be advised that select areas are currently not serviceable until further notice. Orders for delivery to the affected areas will receive a notification on their order cancellation.

We seek your kind understanding and patience in these times.

I GOT MY TRACKING NUMBER, BUT MY ORDER IS NOT MOVING WHEN I CHECK IT OR I CANNOT SEE ANY UPDATES

Please connect with our Customer Service team via http://m.me/adidasPH and share your order details so we can check the exact status of your order.

Alternatively if parcel was shipped using Entrego, please use the exact URL https://track.entrego.com.ph/track.html?com_code=zph&pm_Id=18,39,84,342 and manually key in the tracking number provided in the shipment email.

WHY DID YOU CANCEL MY ORDER JUST NOW?

Firstly, we apologize for the inconvenience and disappointment of the late cancellation.

Cancellation only occurs when we go through the process of fulfilling an order. When our operations re-opened last May 8, that’s the only time we are able to resume order processing, thus triggering some cancellations just now.

An order or part of your order may be cancelled if:

1. Quality Standards: We have received your order, but it did not pass the standards or may be defective and we are unable to find a replacement.
2. Stock availability: We have received an overwhelming number of orders even before the lockdown, and it is most likely that your size ran out of stock before we could fully process your order. It can be that by the time your order is fulfilled, the stock is no longer available. Unfortunately, this is particularly relevant in the current situation, due to the lockdown and delays mentioned above.

With these reasons, your cancelled order or part of it, should not automatically appear on our site as ‘available’. It may be that it would appear sometime after the date of that the original order was cancelled if we received new stock in the interim.

MY ORDER WAS TAGGED AS DELIVERED BUT I DID NOT GET THE PARCEL PHYSICALLY

In addressing the delivery email, it was not a “system glitch” but due to a configuration in our system wherein an email is automated to send a delivery confirmation update 15 days after it is tagged as “shipped” in the system. 15 days is our standard maximum duration for deliveries once they are tagged as “shipped”; which simply means that the parcel has been taken by our carrier from our distribution centres to be delivered. However, because of the delays in the delivery of orders (due the government imposed community quarantine and limited delivery capacities across logistics carriers not to mention the obvious mishandling), your delivery took longer than we had hoped it would, which is why the email was automatically triggered even when the actual parcel has not been delivered

If your order was affected, chances are, the delivery failed at attempt point due to the following reasons:

• Consignee not available at the time it was delivered; or
• Could not proceed with delivery due to road closure / baranggay local lockdown
• Unfortunate incident of parcel mishandling (delivered to the wrong consignee)

If your order falls under either on point 1 or 2, it is likely that your parcel was returned back to adidas.

If your order has been paid for, we have prepared a re-delivery workflow with our interim carrier that enables us to re-deliver your parcels to you in the next two weeks upon confirmation of your request: one week to allow our warehouse team to validate and retrieve the parcel, create new booking, ensure details are correct, and dispatch to our carrier; another week for our carrier to perform the delivery to your shipping address.

Please send us an email at support-en@onlineshop.adidas.com.ph or message us via Live Chat if you wish your parcel to be re-delivered. In case there is a change of address, please inform us as well and we would be happy to take in that request.

In case you want a full refund, or your order falls under point 3., please send us an email or chat immediately so we can proceed take action.

Our CS team will also reach out to affected consumers who have not put forth a request for either re-delivery or refund, so to confirm which appropriate action we should take on our end

CASH ON DELIVERY IS TEMPORARILY UNAVAILABLE UNTIL FURTHER NOTICE

We are currently in the process of transitioning to a new delivery partner to ensure we provide you the best customer experience. Cash on Delivery (COD) will be temporarily unavailable until further notice.

In the meantime, you can still shop for your adidas gear through other accepted modes of payment: Credit Card or PayPal.

• Consignee not available at the time it was delivered
• Could not proceed with delivery due to road closure / baranggay local lockdown

I PLACED AN ORDER VIA CASH ON DELIVERY BUT IT'S STILL BEING PROCESSED, WILL MY ORDER BE DELIVERED?

We are preparing an interim workaround to get your parcel delivered in the next weeks to come. If you wish to cancel your order, please let us know via email or Live Chat. Otherwise, you will receive a shipment confirmation email once your order has been shipped out to our interim carrier.