What is the estimated shipping time for orders within Metro Manila?

• Orders within Metro Manila typically take 2–7 working days for delivery.

How long does shipping take for provincial orders?

• Provincial orders usually take 3–14 working days to arrive.

What factors can affect shipping times?

• Shipping times may vary based on your specific location, order volume, and any potential delays in transit.

Can I track my order once it has shipped?

• Yes, you will receive a tracking number via email to monitor your order’s status once it has shipped.

Are your products original?

• Yes, all our products are 100% original, as we are an authorized distributor of well-known sports brands, such as Yonex, Li-Ning, Hundred, Joola, Selkirk, Acacia and more

What types of products do you offer?

• We offer a wide range of sporting goods, including equipment, apparel, and accessories for Badminton, Pickleball and other sports.

• You can visit any Juego Sports outlet nationwide:

- Alabang Town Center, 2F New Wing

- Market! Market! 4F

- SM North Annex, Upper GF

- Ayala Center Cebu, 2F

- Greenhills Mall, 3F GH Tower

- SM Lanang Premier, 2F

- SM City Bacolod, GF South Wing

- SM City Cebu, 2F

- Festival Mall, 2F East Wing

- SM Seaside Cebu, 2F City Wing

- Robinsons Place Manila – Level 2, Pedro Gil Wing

Do you have a store locator?

• While we don’t have a specific store locator, you can find us at the locations listed above.

Are all your products available at these locations?

• Most of our popular products are available at these locations, but for specific items, we recommend checking with the store directly or checking our site for availability

Where can I see all the stock and models you offer?

• You can browse our official online store for all our available stock and models.

How often is your inventory updated?

• Our inventory is updated monthly

Can I check product availability before visiting the online store?

• Yes, you may contact us via email or phone: juegoshopify@gmail.com/09688695152

What does it mean when my order is "processed"?

• It means your order has been confirmed and is now being prepared for shipping.

What happens after my order is processed?

• After processing, your order will be handed over to the courier for delivery.

How can I track my order after it's been picked up?

• Once the courier picks up your order, you will receive a tracking number via email to monitor its progress.

How long will it take for my order to be delivered?

• Delivery times may vary based on your location, but you will be notified once the courier is on the way.

Can I request items that are not listed in your store?

• We are currently serving exactly what's uploaded in our store, so we recommend checking our listings for available items.

How can I be sure the products shown are in stock?

• We assure you that what you see on our store page is what you get, as we only display items that are currently available.

What if I need a specific item that's not listed?

• Unfortunately, we only offer items that are uploaded in our store. Please keep an eye on our FB page for new arrivals.

Can I expect the product to match the online description?

• Yes! We strive for accuracy, and you can trust that the product details and images reflect what you will receive.

Why was my order cancelled?

• Your order was cancelled due to a delayed pickup by the courier.

What should I do now that my order is cancelled?

• We kindly ask that you reorder your items. This time, we’ll ensure better service for you.

Will I be charged again if I reorder?

• Yes, you will need to complete the payment again when you place a new order.

What can I do to avoid cancellations in the future?

• We recommend placing your order when you see items in stock, and we will do our best to ensure timely processing and delivery. Thank you for your understanding!

When will the item be back in stock?

• We currently do not have an exact timeframe for restocking that item, but we anticipate it on the 15th.

How can I stay updated on restocks?

• You can keep in touch with our store for updates on restocked items and new arrivals via following us on Facebook (facebook.com/officialjuegoph)

Is there a way to reserve an item that’s out of stock?

• Unfortunately, we do not offer reservations for out-of-stock items at this time. Please check back regularly!

Can I be notified when the item is available again?

• While we don’t have a notification system in place, staying connected with our store will ensure you’re informed of any restocks. Thank you!

How can I contact customer support?

• You can reach out to us anytime with your inquiries. We’re here to help! You may message us on our official JUEGO facebook page (facebook.com/officialjuegoph) or contact via email and phone: juegoshopify@gmail.com / 09688695152

What types of assistance do you offer?

• We provide support for orders, product inquiries, shipping, and more.

Can I get help with my order status?

• Absolutely! Just let us know your order details, and we’ll provide you with an update.

Is there a specific time to reach out for assistance?

• We’re available to assist you throughout our business hours (7:00am – 4:00pm). Feel free to contact us anytime!

What does it mean when my order is being processed?

• It means we are currently preparing your order for shipment and it will be shipped soon.

Why was there a delay in response regarding my order?

• We apologize for the late reply. Please note that we do not operate on weekends and holidays, which may affect our response times.

When can I expect my order to ship?

• Your order is being processed now and will ship shortly. We’ll keep you updated on its status.

Do you operate on weekends and holidays?

• No, we are closed on weekends and holidays, but we will respond to inquiries as soon as we are back in operation. Thank you for your understanding!

Why am I waiting for a confirmation?

• We need to verify your request with our assigned personnel and department before providing a response.

How long will it take to get confirmation?

• We appreciate your patience and will get back to you as soon as we have the necessary information.

Can I follow up on my request?

• Yes, feel free to reach out if you haven’t heard back from us within a reasonable timeframe.

What should I do if I have an urgent question?

• For urgent inquiries, please specify your request, and we’ll do our best to prioritize it. Thank you!

Hi valued customer, good day! We would like to inform you that our store will be under maintenance starting M/D/Y. We will be back soon to serve you our best brands and products. Thank you!

Why is my order delayed?

• There was a delay in our system due to a high volume of orders. We apologize for the inconvenience.

What steps are you taking to resolve the delay?

• I have submitted an immediate report to our team, and we hope to receive our parcels today.

When can I expect my order to be shipped?

• We are actively working to resolve the issue and will provide updates as soon as possible.

How can I stay informed about my order status?

• We will keep you updated regarding your order, and you can also reach out to us for any additional inquiries. Thank you for your understanding!

Why is my order delayed?

A: Occasionally, unforeseen events such as severe weather, transportation issues, customs delays, or other factors outside our control can impact delivery times. We always strive to fulfill orders as quickly as possible, but some circumstances may cause delays. 

How will I know if my order is delayed?

A: If your delivery is affected, you will receive a notification via email or SMS with an update on the new estimated delivery time. You can also track your order's progress through your order confirmation link. 

What should I do if my order is delayed?

A: We recommend waiting for the updated delivery timeframe in your notification. However, if you do not receive your package after the revised delivery date, please contact our customer support team, and we will be happy to assist you. 

Can I cancel or modify my order due to the delay?

A: If your order has not yet been shipped, you may have the option to cancel or modify it. Please contact our support team as soon as possible, and we will do our best to accommodate your request. Once the order is dispatched, cancellation or modification may not be possible. 

Are there any refunds or compensations for delayed deliveries?

A: While we cannot offer compensation for delays caused by circumstances beyond our control, we are committed to ensuring that you receive your order. If the delay significantly impacts your experience, please reach out to customer service, and we will do our best to make it right. 

What steps are you taking to prevent future delays?

A: We continuously work with our logistics partners to improve delivery processes and minimize disruptions. In cases of delays, we are proactive in communicating with customers and resolving any issues as quickly as possible. If you have further questions or concerns, feel free to contact our support team. We're here to help!

Why is my order delayed?

• We recently underwent a physical inventory and paused all transactions for 2 days, which caused the shipping delay.

When will my order be shipped?

• Rest assured, we will ship your order today.

What should I do if I have further questions about my order?

• If you have any additional questions, please feel free to reach out to us for assistance.

Will this inventory process affect future orders?

• We strive to minimize any disruptions, and we appreciate your understanding as we ensure accurate stock levels. Thank you!

Why was my order cancelled?

• Your order was automatically cancelled by the system due to a failure in the pickup process.

What will you do about the cancellation?

• We will raise this concern and file a complaint to prevent similar issues in the future.

Can I place a new order after my cancellation?

• Yes, you can place a new order at any time. We apologize for the inconvenience this has caused.

How can I ensure my next order goes smoothly?

• We are working to improve our processes, and we appreciate your understanding. If you have any questions during your next order, please reach out to us for assistance. Thank you!

there a delay in fulfilling my order?

• Our team is currently facing challenges with actual stock levels due to high demand for orders.

What are you doing to resolve the stock issue?

• We are actively working to address the stock shortages and find a way to serve you better.

When can I expect my order to be fulfilled?

• We are doing our best to resolve the situation as quickly as possible and will keep you updated on your order status.

Can I still place an order if stock is low?

• Yes, you can still place an order, but please be aware that fulfillment may take longer than usual due to high demand. Thank you for your understanding!

Why is the store undergoing maintenance?

• Our store will be under maintenance to improve our services and ensure a better shopping experience.

When will the store be back online?

• We will be back soon, but please check for updates regarding our reopening date.

Can I still place orders while the store is under maintenance?

• Unfortunately, you will not be able to place orders during the maintenance period.

Will the product selection change after maintenance?

• We’ll be returning with our best brands and products, and you can expect some exciting updates! Thank you for your patience!

How do I purchase items from your store?

• Simply browse the items you wish to buy, select from the results, and add them to your cart.

What should I do after adding items to my cart?

• Once you’ve finalized your selections, click the "Checkout" button to complete your purchase.

Can I modify my cart after adding items?

• Yes, you can adjust quantities or remove items from your cart before proceeding to checkout.

What payment options do you accept at checkout?

• We accept various payment methods, which will be listed during the checkout process. Thank you!

Do you offer stringing services at your online store?

• Currently, we do not provide stringing services for online orders, but you can get your racket strung at any JUEGO physical store

• Where can I find stringing services?

You can have your racket strung at JUEGO outlet stores in:
- Alabang Town Center, 2F New Wing

- Market! Market! 4F

- SM North Annex, Upper GF

- Ayala Center Cebu, 2F

- Greenhills Mall, 3F GH Tower

- SM Lanang Premier, 2F

- SM City Bacolod, GF South Wing

- SM City Cebu, 2F

- Festival Mall, 2F East Wing

- SM Seaside Cebu, 2F City Wing

- Robinsons Place Manila – Level 2, Pedro Gil Wing

How much does the stringing service cost?

• The stringing service costs only 125 pesos. (if you bought the strings in store)

What types of rackets can be strung at these locations?

• Most standard badminton and tennis rackets can be strung at these locations. It’s best to check with the store for any specific requirements. Thank you!

1. What items are eligible for a return?
You can request a return if:

• The item you received is defective.
• The item is not as described or is the wrong item.

2. How do I start a return?
Follow these steps:

• Step 1: Take clear photos of the defective or incorrect item.
• Step 2: Contact our customer service team via email, chat, or phone with your order number, a description of the issue, and the photos.

3. What happens after I contact customer service?

• Our team will investigate the issue and may request additional information if needed.
• If confirmed, we will provide return instructions and the shipping address.

4. Do I need to pay for return shipping?
Yes, customers are responsible for return shipping. Please use a trackable shipping method to ensure the item is returned successfully.

5. What are the conditions for returning an item?
To be eligible for a return:

• The item must be returned within 14 days from the date of receipt.
• The item must be unused, unworn, and in its original packaging with all tags intact.
• Items that are damaged or altered may not qualify for a return (if damaged upon receiving,and you’ve documented the unboxing of the defective item, we can qualify this for return/refund or replacement)

6. How long will it take to get a refund or replacement?

• Once we receive and inspect the returned item, we’ll notify you of the status.
• If approved, refunds will be issued to your original payment method within  5-10 business days or a replacement will be processed immediately

7. What happens if my return is not approved?
If your return does not meet our conditions, we will contact you with details.

8. How can I contact Juego for assistance?
You can reach us via:

• Email: juegoshopify@gmail.com
• Chat: facebook.com/officialjuegoph
• Phone: 09688695152