Faq Sections

About Us
Who is Online Toys Australia?

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.


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

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!


Do you have an physical store front?

Online Toys Australia operates from a warehouse located in Derrimut, Victoria. We are not open to the public for browsing, however, customers have the option of collecting their order from our warehouse.


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 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.


Are my credit card details secure?

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.


What is your policy concerning customer information?

You can read 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?

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.


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). 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.


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 an approved destination country like Australia and New Zealand. Unfortunately, orders cannot be shipped to unapproved overseas destinations.


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Customer Reward Points
How does the Customer Reward Points program work?

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.


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.


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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 bank cheque through legal means, you are old enough to shop with Online Toys Australia. The legal age in Australia is 18 years.


Oops, I made a mistake with the item(s) I ordered?

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.


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

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.


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General
Do you sell/trade on eBay?

No, we do not sell on eBay.


Are there any jobs available at Online Toys Australia?

Job openings at Online Toys Australia are advertised through an employment website or an employment agency, not through our website.


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

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.


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