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FAQ

About Us

Who are Online Toys Australia?

Online Toys Australia is owned and operated by our family owned company - Australian Online Commerce Pty. Ltd. (ABN 13 086 153 497). We are a purely internet based toy store which means we specialise in the sale of toys only through the World Wide Web. We are Melbourne-based, we take pride in our 100% service commitment and the quality and range of products we offer.

Who can I talk to if I have a problem with my purchase?

Simply call our store telephone number on 03 9394 1944 or email us using this Contact us link.

Do you have an physical store front?

Online Toys Australia operates from a warehouse located at 180 Calarco Drive, Derrimut Victoria. The fact that we operate from a warehouse environment means it is unsuitable for browsing or conventional shopping on a physical level. However, orders can be collect in person at any time between 9:00am and 5:00pm Mon-Fri (excluding public holidays).

Security

Can I trust Online Toys Australia to protect my privacy?

We are committed to providing you with the best and most secure environment while shopping online with us. Our entire business depends on it. Some of the many ways we can provide this level of protection are:

  • • Industry standard 256bit SSL encryption.
  • • Safe daily backup of all website information.
  • • A secure and highly protected and interconnected Australian-based server.

Are my credit card details secure?

Your credit card details are very secure. As a matter of fact, your credit card details are not held by our store whatsoever. All credit card information entered at the checkout is securely sent through to our payment gateway for processing, therefore bypassing our database altogether.

What is your policy concerning customer information?

You can read all about all about our Privacy Policy here.

Shipping & Deliveries

I made my purchase over a week ago and I'm still waiting for delivery. What's going on?

Normal delivery times can be anywhere between 2-5 business days, however, some deliveries can take more than a week depending on your geographical location (deliveries to remote parts of Australia take twice as long compared to capital cities). If you are experiencing further delays, beyond 7 working days, please call/email us so we can investigate the matter further. Also, you can check the whereabouts of your parcel by visiting our carrier's web site by using the consignment/order tracking number included the email we sent you (the email we sent you confirming that your order had been completed).

Can I collect my order?

Yes, you can collect your order from our warehouse any time between 9:30am and 5:00pm Mon-Fri (excluding p/holidays). However, to avoid incurring any shipping costs, please remember to select "Store Pickup" as your shipping option while at the checkout and to bring a copy of your order when you arrive.

I live in the UK, can I still buy from your store?

Absolutely! It really doesn't matter where you are from, provided the shipping address is a valid Australian address. However, orders cannot be shipped overseas at the present time.

My toy has arrived broken. What do I do?

If you suspect that the toy you ordered from us is damaged, please do not accept delivery. Ask the driver/postman that it be returned to sender by crossing out your delivery address and writing, in big letters, "RTS" (Return To Sender). Notify us about what's happened and we will take care of the rest by having a replacement toy sent out to you once the damaged toy is received by us.

If, on the other hand, you accepted delivery and discovered your toy to be broken much later, don't stress. The first thing to do is to notify us about the problem, we will provide you with a special number called a Return Merchandise Authority (RMA) number and further instructions. Repack the damaged toy, in its original packaging, and everything else that came with it and return it back to us using the Reply Paid address that we give you. A replacement toy will be sent to you once the damaged toy is received by us.

Why do I need to obtain a RMA number when returning damaged goods?

The Return Merchandise Authority (RMA) number we give you is a unique number combination which helps us identify authorised product returns. With an RMA number clearly visible on the carton, we are better able to anticipate and accept your return while knowing exactly how the return needs to be processed (refund, exchange, repair etc.). Please do not return any toys back to us without obtaining an RMA number beforehand, otherwise it may be rejected and returned to sender.

Who do you use to for shipping?

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

I received an email telling me my order was "Processed". What does this mean exactly?

Simply put, a "Processed" order means that your credit card or PayPal payment was approved. If you had select to pay for your order by cheque or Direct Bank Deposit, it means that funds have been cleared by our bank. As a result, it also means that we are now ready to pack your order for despatch.

I received an email telling me my order was "Complete". What does this mean exactly?

An email confirming your order as "Complete" simply means that your order/parcel is physically in the hands of our carrier and on its way to you or the recipient you had nominated.

I live/work locally and I want to pick up my order. Is this allowed?

Yes, it certainly is. Just remember to select "Store P/U" as your preferred shipping method when at the checkout (otherwise you may be charged our standard shipping fee). Provided your order is not a large one, your order can be collected almost right away, however, pick-up times are restricted between 9:30am and 5:00pm, Mon-Fri (excl. public holidays).

Customer Reward Points

How does the Customer Reward Points program work?

In a nutshell, you will receive 10 points for every $1 you spend. Toys labeled "BONUS" on the product page will reward you with more points (sometimes twice more). You can accumulate your points (and save for something big) or you can use them upon subsequent visits. The choice is yours. To convert points back into dollars, you will need 250 points to make up $1.

Can Customer Reward Points expire if left unused?

Yes they can. Any Customer Reward Points left unused longer than 36 months will be forfeited.

I would like to transfer some of my Customer Reward Points to another person. How do I do this?

Unfortunately, customer Reward Points are non-transferable. Once they are allocated to an account, they cannot be moved.

How do I find out how many Customer Reward Points I have in my account?

First of all you need to be logged in. After you have added the desired toys to your cart, proceed to the checkout and there you will find the total amount of points you have within the payment options.

How long do I have to wait to get my free points after registering?

Your free reward points are allocated to you instantly.

How long does it take for points to be allocated to my account?

Customer Reward Points are automatically credited to your account once your purchase has been successfully processed. This usually occurs immediately after payment is made.

Shopping/Checkout

How old do I have to be to purchase online from Online Toys Australia?

If you legally own a credit card, chequebook, or have the ability to obtain a money order or bank cheque through legal means, you are old enough to shop with Online Toys Australia.

How old do I have to be to purchase online from Online Toys Australia?

It is important that when selecting the toy you want that you do so carefully. We understand that many toys look the same, some of them have very similar names, while others do exactly the same things, however, we are happy to accept product returns, for a refund or exchange, provided the following conditions are meet:

  • • That you inform us of your decision to return product purchased within 30 days.
  • • The product have not been opened, used or had any seals opened or removed.
  • • The postage cost back to our store is paid by you.
  • • That the products you return arrive back undamaged and in saleable condition.

However, if you are unsure about anything, we are always here to help. Please email, or call us prior to placing your order.

Why can't I buy in US currency (or any other currency)?

All toys sold by Online Toys Australia are sold in the Australian currency (AU$). Therefor, Only Toys Australia cannot accept payment in other currencies, however, international credit cards or PayPal accounts will automatically exchange their local currency into Australian dollars between relevant banks and financial institutions. Please bear in mind that some banks or financial institutions may apply additional fees and charges so please check with your credit card provider or PayPal customer service center, before order placement, if you are not sure.

How can I be sure I'll get what I paid for?

While we take the utmost care with the picking, packing, and shipping of all toys, mistakes can happen. If you are one of the unfortunate customers this has happened to, don't worry. Call or email us with the problem, and we will ensure everything is taken care of.

Can I pay by cheque?

Yes you can. In addition to credit cards, we also accept bank cheques, personal cheques, and money orders. But please keep in mind that no orders can be despatched until cheque payments have been cleared by the bank. Cheques normally take around 3 working days to clear.

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

Bank: Commonwealth Bank of Australia
Account Name: Online Toys Australia
BSB: 063627
Account Number: 10208381

Do you sell second-hand goods?

Every toy sold by Online Toys Australia is brand new and unused. We do not trade in second-hand goods/toys.

How do I know if you have stock available?

Our web site tracks the movement of stock in real-time which means if a toy is out of stock, the "Add to Cart" button is removed and replaced with with the words "Sorry, sold out" message.

Why is the colour of my toy different to the image on your web site?

Whilst we make every effort to reproduce the exact colour of each and every toy during photography, unfortunately not all images are our own. Some images are taken outdoors while others are taken under special lighting conditions which means colour precision cannot be guaranteed, across all products, all the time. Please keep this in mind when making your purchase.

Do you have a minimum order amount?

Yes, we do. The minimum order amount is AU$12.00 (excluding shipping and discounts).

I added a toy to my cart but there's nothing there when I proceed to the checkout. What is going on?

Modern e-commerce web sites require the use of cookies to keep track of events and cart information. If you are using a work computer, there is a possibility that your administrator has disabled this feature in your browser. Please contact your administrator regarding this matter. If, on the other hand, the computer is your personal computer at home, try enabling cookies in your browser settings(usually found under the "options" menu).

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

PayPal payments that are linked to a cheque, savings or other bank account (instead of a linked credit card account) could take anywhere around 5 days to clear. During this time, Online Toys Australia is unable to process your order any further until confirmation from PayPal has been received. PayPal refers to such payments as "eCheck" payments. You can find out more about eChecks on the PayPal web site www.paypal.com. Simply do a search for "eCheck" in the help area of their site.

General

Why can't I add a message to a gift tag?

Gift-tags in general are not very big which means after including the recipients and senders names there really isn't much room for anything else. However, you may wish to consider purchasing one of our Greeting Cards instead (where message are allowed).

Are there any jobs available at Online Toys Australia?

Job openings are usually advertised in the local newspaper or through an employment agency (and not through our web site).

Do you sell/trade on eBay?

No, we do not sell on eBay.

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