Find answers to common questions right here. Whether you have a query relating to buying toys, shipping rates, delivery time or even about who we are, you'll find many answers to these questions and more! Just click on the subject of interest and the response will be revealed instantly!
Online Toys Australia is owned and operated by Australian Online Commerce Pty. Ltd. (ABN 13 086 153 497). We are a retail toy store that specializes in selling toys online to the general public. Our office and warehouse facilities are located in Melbourne, Australia.
You can contact our friendly staff during business hours (Mon-Fri, 9am-5pm) on (03) 9394 1944, or email us using this Contact us link. We'd be very happy to help!
Online Toys Australia operates from a warehouse located in Derrimut, Victoria. We are not open to the public for browsing. However, our customers do have the option of collecting their order/s from our warehouse.
We are committed to providing you with the best and most secure environment while shopping toys 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.
Your credit card details are very secure, as we do not store any credit card details on our website whatsoever. All credit card information entered at the checkout is securely and directly sent through to our payment gateway for processing, therefore bypassing our database altogether. This, in turn, makes our store PCI DSS (Payment Card Industry Data Security Standard) compliant which is essential when presenting sensitive credit card details via the internet.
Shipping & Deliveries
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, this includes country and remote areas of Australia. 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.
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). However, please be reminded to select 'Warehouse pick-up' as you're preferred shipping method in the check-out before submitting your order. Upon collection, please bring a copy of your order as proof of purchase.
Absolutely! It doesn't matter where you are from provided the shipping address is a valid Australian street address or P.O. Box. Unfortunately, orders cannot be shipped internationally at the moment.
If you suspect that the toy you ordered from us is damaged, please refuse to 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 we receive the damaged toy.
If, on the other hand, you have accepted delivery and discover that your toy is faulty or damaged, please contact and 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 spoken to a sales member of our store.
The Return Merchandise Authority (aka Reference Number) number we give you is a unique number combination which helps us identify authorised product returns. With an RMA number 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.).
We use Australia Post for fast and reliable door-to-door delivery.
Simply put, a 'Processed' order means that your credit card or PayPal payment was approved (processed). If you had selected to pay by cheque or Bank Deposit (EFT), this change in your order means that our banking institution has cleared the bank deposit payment. Your order is also now ready to be packed by our warehouse staff.
An email confirming your order as 'Shipped' just means that your order/parcel is physically in the hands of our carrier and is on its way to you or the recipient you have nominated.
Customer Reward Points
By shopping with Online Toys Australia, you will automatically receive Customer Reward Points that can save you money on subsequent purchases. Just remember to create an account (this can be done at the checkout too) and be logged in when placing your order. The website will automatically keep track of the number of reward points that you have accumulated from previous purchases. You can then opt to apply these points to your order total for a discount! It's our way of saying "thank you" for your loyalty.
Yes, they can. Any Customer Reward Points left unused longer than 36 months will be forfeited.
Unfortunately, Customer Reward Points are non-transferable. Once they are allocated to an account, they cannot be moved.
To view your Customer Rewards Points, please log into your account. Once logged in, click on the 'My Account' button on the top right-hand side of your screen. You'll then be directed to your account details where the current tally of your Customer Rewards Points is displayed.
Customer Reward Points are automatically added to your account once your order is made and payment processed.
If you legally own a credit card, chequebook or have the ability to obtain a bank cheque through legal means, you are old enough to shop with Online Toys Australia. The legal age in Australia is 18 years.
We understand that many toys look the same, have very similar names and function the same, mistakes are sometimes inevitable. The good news is that we are here to help! We are happy to accept product returns, for a refund or exchange, provided the following conditions:
• That you inform our store of your decision to return the product purchased within 30 days.
• The product/s have not been opened, used or had any seals opened or removed.
• You pay the postage cost for returning your item/s to our store.
• 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.
Our toy prices are displayed in Australian currency (AU$). Payments using international credit cards and PayPal accounts, automatically exchange your local currency into Australian dollars on your behalf.
While we take the utmost care in packing all our orders, mistakes, unfortunately, can happen. If you have received an incorrect item, or are missing a product, please contact our store, and we'll endeavour to resolve the error as soon as possible.
Yes, you can. In addition to credit card payments, we also accept bank cheques and personal cheques. Please keep in mind, however, that no order can be processed until our banking institution has cleared the cheque payment.
Bank: Commonwealth Bank of Australia
Account Name: Online Toys Australia
Account Number: 10208381
No, we do not sell second-hand goods/toys. All toys sold online by Online Toys Australia are in new condition and unused.
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 a 'Sold Out' message.
There are some instances where supplier images may differ from our products on hand. While we do our best in updating our products with the correct photos, some products may have slight variances in colour. If you receive an item that does not look like the toy on our website, please contact us so we can rectify this for you.
Yes, we do. The minimum order amount is AU$5.00 (excluding shipping and discounts).
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 payment 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.
Our Gift-tags are quite small in size and don't hold much space for lengthy messages. We'll try our best to accommodate your message, however, please be mindful that it is only a gift-tag and not a greeting card. We do, however, sell Greeting Cards where lengthy messages are allowed.
Job openings at Online Toys Australia are advertised through an employment website or an employment agency, not through our website.
No, we do not sell on eBay.