Frequently Asked Questions

Orders

  • Can I place an order over the phone?

    Unfortunately, we are not able to take orders over the phone at this moment.

  • Do I need to create an account before ordering?

    You have the option to place an order as a guest or with an account creation. Account creation is highly recommended. It can save you time during checkout as it saves your address and billing details for future purchases. 

  • When will I get an order confirmation?

    Upon placing an order successfully, you will receive a successful order placement email. After which, it generally takes about 1 working day for us to confirm your order and you will receive an order confirmation email after. In the event we need to do additional inventory checks, it may take slightly longer. 

    If you have not received an order confirmation after 2 working days, you may also wish to check your spam/junk box as it may be filtered by your email provider. There may be possibility that there is an error in the email addresses provided as well. Otherwise, please contact our Customer Care on customers-ph@asics.com for assistance.

  • Can I change or cancel my order?

    Please contact customers-ph@asics.com for assistance. 

  • Why was my order cancelled?

    In the rare circumstance that we may need to cancel your order, below are some possible scenarios that may dictate our cancellation initiation:

    - Stock availability issues: This could be due to the product(s) being our of stock before we could process your order

    - Payment issues: This could be because your payment did not go through successfully

    - Delivery address issues: This could be due to an incorrect address entered or incomplete delivery address

  • Can I place a bulk order?

    If you would like to place a bulk order, please contact our Customer Care on customers-ph@asics.com for assistance.

Shipping

  • Delivery Information

    We deliver throughout the Philippines, Monday-Saturdays, excluding Philippine Public holidays.

    Delivery information:

    Shipping Methods

    Delivery Time

    (Working Days)

    Shipping Charge

    Standard Delivery

    NCR: 2-3 working days

    Luzon: 3-5 working days

    Visayas and Mindanao: 5-9 working days

    ₱120 above

    Click & Collect (N.A.)

    Same as standard delivery

    Free

    (N.A.) = Not available

    Delivery days are Mondays to Saturdays, 08:00 to 17:00, excluding public holidays in the Philippines.

    Please expect slight delays in delivery during sales and promotional periods.

     

  • Why is my address not available during checkout?

    If your address is not available during checkout, it means that our third-party logistics provider does not currently ship to that location. This could be due to restrictions in their delivery coverage, high-risk areas, or other logistical constraints.

    What should I do?

    To proceed with your order, please try entering a different serviceable address, such as:

    • A nearby location where our courier can deliver
    • A workplace or a friend/family member’s address within our service area

     

Returns & Faulty Products

  • How do I return my order?

    If for any reason you are not satisfied, you can return your items with original tags intact and in their
    original packaging. Applies to all except socks, and inner-wear products.

    All purchases in asics.com/ph have a 14 days return policy from the date of receiving your order. Please make sure that:

    1. All tags are still attached
    2. The product is unworn, unwashed and unaltered
    3. It's in its original packaging

    For returns, please contact our Customer Service through customers-ph@asics.com for assistance.

    Please make sure all return conditions outlined above are met before starting your return.

    ​

  • I have received a faulty item, What can I do?

    A defective product is defined as a product that: 

    (i) is unfit for its intended purposes due to manufacturing or design flaws

    (ii) has been damaged in the store prior to purchase

    (iii) does not comply with advertising or labelling statements made about the product. 

    When you return a product to SONAK claiming a defect, the product goes through a structured quality testing. Defects as a result of normal wear and tear, inexpert use, misuse, use contrary to SONAK’s instructions, carelessness, accident, failure to comply with maintenance instructions and/or normal maintenance, for purposes other than normal use are not covered by SONAK’s guarantee obligations and are not eligible for refund, replacement or repair.

     

    If you have received defective or wrong products, please contact our Customer Service at customers-ph@asics.com and we’ll be happy to assist you. Our normal business hours are 09:00 to 18:00, Monday to Friday, excluding public holidays.

  • Can I return my online order in store?

    For purchases made online, only returns are allowed via postal. For in-store returns, you will need to bring it to the store where you've purchased it bring along with the store invoice for the store to determine if a return can be made.

Sizing & Products

RFID Technology

  • Why Do We Use Rfid Technology In Some Of Our Products?
    ASICS applies RFID tags to some products for operational efficiency and product management. The RFID tags do not carry or store any personal data which could identify individual customers to us. We only store product specific information such as the product code on the RFID tag. This information is not linked to a customer, or to customer transactions.