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FAQ

Find the answers to Frequently Asked Questions about our store right here! We cover topics such as shipping, shopping, payments, returns, security, and more!
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Find the answers to Frequently Asked Questions here!

Deliveries

What if I need to modify my order?

You can modify your order at any time, as long as the order hasn’t been packed. Once an order is packed it’s generally too deep in the system to be easily retrieved. It’s best to contact our store as soon as possible to avoid disappointment.

What if I need to change my shipping address?

A change of address is possible any time before the order is shipped. Once an order is accepted by the carrier, redirecting the parcel rarely works.

Can I get same day delivery?

Unfortunately, same-day delivery is not possible at the present time.

Delivery of my order is taking a long time. What should I do?

On average, delivery times can be anywhere between 2-5 business days. However, some areas may take a lot longer depending on your geographical location. In fact, some regional or remote areas of Australia can take up to two weeks or more! If you are experiencing unexpected delays, beyond seven working days or more, please call or email our toy store, so we can investigate the matter further for you.

Can I collect my order?

You're most welcome to collect your order from our warehouse at any time between 9:30 am and 5:00 pm Mon-Fri (excluding p/holidays). No appointment is necessary. However, it's generally a good idea to wait for email confirmation, that your order is ready, before making your way to our warehouse.

Please remember to select 'Click & Collect' as you're preferred shipping method at the checkout before submitting your order. This is a totally free service. Upon collection, please bring a copy of your order as proof of purchase.

I live overseas, can I still buy from your store?

Absolutely! It doesn't matter where you are ordering from provided the intended shipping destination is either Australia or New Zealand. Unfortunately, orders cannot be shipped/delivered elsewhere at the present time.

My toy has arrived damaged/broken. What do I do now?

If you suspect that the toy you ordered from us is damaged, simply refuse delivery. The driver will have no choice but to return the consignment back to our store. Let us know what happened (either by email or phone) and we will make sure a replacement is sent to you upon arrival.

If, on the other hand, you have accepted delivery and discovered that your toy is faulty or damaged, please notify our store, so we can provide instructions on how to return your damaged item/s. Please do not proceed to return anything unless you have contacted our store beforehand.

Who is your carrier?

We use Australia Post for fast and reliable door-to-door delivery.
Payments

What are your bank account details for Direct Deposit (EFT) payments?

Bank: Bank of Melbourne
Account Name: Online Toys Australia
BSB: 193879
Account Number: 480265015

Customers wishing to pay via EFT from overseas, our bank's BNC/Swift Code is: SGBLAU2S

Can I pay by cheque?

Yes, you can. In addition to bank cheques, we also accept personal cheques as well. Please keep in mind, however, that no order can be processed until the funds have cleared. This can take up to 3 days or more.

I made a PayPal payment several days ago. Why hasn't my order been despatched yet?

A PayPal profile that is linked to a cheque or other bank account can take up to 5 working days to clear. During this time, Online Toys Australia is unable to process your order until PayPal has confirmed that payment was received. PayPal refers to such payments as 'e-Cheque Payments'. You can find out more about eCheque on the PayPal website www.paypal.com by searching for 'eCheque' in the help area of their site.

Do you apply credit card surcharges or any other fees?

Online Toys Australia do not apply any credit card fees or surcharges at all.
Returns

I want to return my purchase. What do I do?

We understand that many toys look the same and have very similar names so, mistakes are sometimes inevitable. Sometimes it's as simple as a change-of-mind. The good news is that we are here to help! We accept product returns, for a refund or exchange, provided the following conditions at met:

1) Please inform us that you intend to return your purchase within 30 days.

2) The product/s must not have been opened, used or damaged in any way.

3) Return shipping costs is not the responsibility of our store.

4) That the products are returned undamaged and in saleable condition.

If you are unsure about any of the above, we are always here to help! Please email, or call us directly for further clarification.

Will I get all of my money back when I return my purchase?

Some store charge a restocking fee (shame on you!), Online Toys Australia do not. Generally speaking, if you want a refund for an item you are returning, we provide a 100% refund for item(s) you are returning, and that's as simple as it gets. The only exclusion, of course, is that we are unable to provide refunds for shipping costs, unless we are at fault.

When can I get my money back?

Unless there is an issue with the return, once a return is received by our store, refund are generally issued withing 24 hours. However, refunds issued back to credit cards may take 2-3 business days to appear on credit card statements.

Can I return unwanted items back to your store in person?

Yes, you can. However, it's very important to note that this is only possible if we are aware of the circumstances involving the return. Please contact our store prior to your arrival, so we can process the return more quickly upon your arrival.
Shopping

I want to send a gift to someone. Do you provide a gift-wrapping service?

Yes, we do. The option to select gift-wrapping can be found on nearly every product page in our store. Some restrictions apply (mostly for large/bulky items), but for the vast majority you can even select the style and include a message as well.

I'm looking for a product that you do not have. Can you help?

In most cases, yes, however it may not always be possible. Call or email us, and we will see if it's something we can order in for you.

Do you have an eBay store?

No, we don't.

Do you sell on Amazon?

No, we don't.

I just placed an order. How do I reqquest a Tax Invoice?

Just by placing an order with us, a Tax Invoice (in PDF format) is automatically attached to the email that our website sends you confirming your successful payment. No request is necessary. You can also download the Tax Invoice (past and present) simply by logging in to your account.

Do you price match?

We can price match but it does depend on the product in question and some other factors pertaining to the other store and the delivery location. Call or email our store and we'll see what we can do to win your business.

Do you offer free shipping?

Online Toys Australia offer free shipping from time to time only as a promotion. It's best to subscribe to our emails if you want to be notified of upcoming promotions. You can unsubscribe at any time.
Security

How secure are my payment details?

Your payment details are very secure. In fact, our store doesn't actually store or collect your payment details (credit card numbers etc.) at all. So, when you're making a credit card payment at the checkout, and you're asked to enter your credit card details, the form that accepts your card details is a form that is provided by our payment Gateway Stripe. Stripe is one of the largest payment gateways in the world, and they are responsible for accepting and processing payments. Our store is merely informed by Stripe if a payment was successful or not.

So, as you can see, credit card information isn't even seen or held by our store in any way.

How secure are my personal details?

No website can ever claim to be 100% secure. If there is a 'door', there's always a way in. However, Online Toys Australia will do everything we can to make it as difficult as possible for anyone who wants to try. This is our promise to you.

If I request it, can I have my persoanl details deleted from your site?

We totally respect your privacy and need to keep your details private. So, if at any time you wish to have your details removed from our database, simply let us know, and we'll make it happen. However, please keep in mind that some information pertaining to your order must remain (such as transactional records) on statutory/legal grounds.

How secure is your website?

Every page on our website is encrypted which means that information that's transmitted, between your browser (computer/mobile) and our server, is protected at all times with military-grade, 256-bit encryption so, you can interact with our store privately and securely.

Still have a question?

Please contact us for more information.
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