FAQ'S

Welcome to our FAQ section, where we have provided answers to some of your most common questions.

Shipping & Delivery

Questions about shipping and delivery.

How much is shipping?
  • Orders with a goods total of $129+ ship free
  • Standard shipping: $9.95
  • Express Shipping: $14.95 (up to 4 kg)
  • Express shipping over 4 kg: (calculated in checkout).

Parcel transit insurance is included free of charge with every order.

See our Shipping Guide for full shipping and delivery information.

How long will it take for my parcel to arrive?

Orders are dispatched within 24 hours, (ex. weekends and public holidays).

Express orders placed before 9:30am are posted same business day.

Delivery times vary depending on your location, however, as a general guide most standard post parcels arrive within 2 - 5 business days once they leave Send A Toy.

Most express parcels arrive within 1 - 2 business days following dispatch (within the express network).

Do you have an express service?

Yes. The charge for express shipping is:

  • 0kg to 4 kg : $14.95
  • Over 4kg: calculated in checkout based on weight

View full details and conditions of our Express Delivery Service here

Is there a same day delivery service?

Sorry, no.

Do you deliver on Saturday's?

Typically our parcel's are not delivered on Saturday's and a Saturday delivery can not be specifically requested.

However, during peak periods such as Christmas Australia Post may deliver on Saturday's in selected metro areas.

Can the driver phone ahead of delivery?

No.

All Send A Toy parcels are transited through the Australia Post Eparcel system. We are not able to request that drivers phone ahead of delivery.

However, during checkout you will be given the option of linking a mobile phone number to your order to receive parcel tracking updates. If you opt to include your mobile number, you will receive an impending parcel delivery notification via
SMS text.

Can I add an ATL instruction?

All parcels that leave Send A Toy require a signature on delivery.  An
authority to leave without a signature can be applied, however, it will be at your own risk. In the event an authority to leave parcel is lost or stolen, Send A Toy will not provide compensation.

Important note:  An Authority to Leave instruction can only be set by following the 'Leave in a  Safe Place' link that is included
in your parcel tracking email and/or pending delivery text (sent to you
by Australia Post once your parcel leaves Send A Toy).

What if I am not home for delivery?

Only one delivery attempt will be made for ALL shipping. If no one is in attendance at the time of delivery, your parcel will be taken back to
your local post office for safe-keeping and collection.

I live in Adelaide, can I pick-up my order?

Sorry, no.

We do not offer a local pick-up service.

Orders

Orders and order placement.

Is is safe to enter my credit card details via your website?

Yes. All credit card information is secure and encrypted by Shopify SSL (Secure Socket Layering). You can identify this by looking at the
'https' in our URL address during checkout . The 's' indicates you are
in a secure area employing SSL. Your browser may also give you a message or icon to confirm that you are in a secure area.

Do I need to create an account to make a purchase?

No. You can make a purchase as a 'guest' user and we won't create an
account for you. However, we have designed our site to give registered
customers a simpler checkout process by remembering their details, as well as other features including access to previous order history and address book.

I live overseas. Can I place an order for delivery within Australia?

Yes, we gladly accept orders from international customers for delivery within Australia.

Can my order be sent direct to me rather than a gift recipient?

Yes.

Can I have my order sent outside of Australia?

Sorry, no. Our freight contract is geared for domestic shipping only. 

(However, we gladly accept orders from international customers for
delivery within Australia).

Can I cancel an order I have just placed?

Due to the high volume of orders and communication's we receive daily, along with our quick order processing times, you can not cancel or change your order once it has been submitted.

However, once you receive your order you are welcome to
return it to Send A Toy for a refund or store credit. Please refer to
our Returns & Refund Policy for full details.

I have provided the wrong shipping address, now what?

Please contact Send A Toy immediately as there is only a short window of opportunity to modify the address on a submitted order.

If your parcel has already been manifested, unfortunately we can not change the ship to address. In this instance your parcel will usually be returned to our office within 2 - 3 weeks. At that point we can arrange
to have your order re-sent to the correct address. A $12.95 re-delivery charge will apply.

Do you have a lay-buy service?

We have teamed up with PayPal to offer you a shop now pay later purchase options.

PayPal Pay in 4 is for eligible purchases between $30–$2,000 AUD. It’s available to Australian residents with an Australian PayPal account.

Eligibility is subject to your PayPal account status and a credit
assessment, which may require a credit check.

Do you offer wholesale or trade prices?

No. Send A Toy is a retail only business. We do not offer trade pricing or sell our products in  bulk discounted quantities.

Do you price match other websites?

Established in 2005, Send A Toy is now one of Australia's longest
running online toy stores. Rather than constantly chasing our tail in an attempt to price match unsustainable prices offered by gone tomorrow competitors, we instead focus our energies on sourcing quality products, providing honest and reliable customer service, prompt dispatch and affordable flat rate shipping. For this reason we do not price match.

Are the products listed on your website actually held in stock?

Yes!

All products listed on our website are held in stock and are ready for immediate shipping. (Unlike many online stores, we do not drop-ship or back-order products after you have placed your order).

On rare occasions an inventory error may occur. In this instance we will contact you as soon as possible so that you can select an alternate product or receive a refund, whichever you prefer.

Can I place my order over the phone?

For security reasons, we do not accept orders by phone. This is to protect your sensitive information such as credit card details, which should not be provided over the phone. It also avoids mistakes with shipping address entry.

However, if you are experiencing difficulties placing your order online, please reach out to our customer service team, we will be happy to help.

How do I send multiple gifts to different addresses?

Please place separate orders online.

Gift Wrapping

Questions about our free gift wrap service.

How much is gift wrapping?

Our quality gift wrapping service is provided free of charge 🙂

Can I add a gift message?

Yes. You can add a (free of charge) gift message, which will be printed on a gift packing slip. 

Alternatively you can purchase a greeting card to include with your order.

Will the gift recipient see price information?

No. When you send a gift with Send A Toy you can relax knowing that receipts and price information will not be included.

My order is not a gift, can I still shop with Send A Toy?

Yes!

Returns & Refunds

Questions about returns and refunds.

What is you change of mind refund policy?

Our refund policy for change of mind returns lasts 30 days from receipt of your order.

If you have changed your mind about your purchase, Send A Toy will be pleased to offer you a refund provided that:

  • You return the item within 30 days of order receipt.
  • You produce satisfactory proof of purchase (such as your online order number)
  • The item is in re-saleable condition, including its original packaging (if any), is unused and as sold.
How do I ship my change of mind return back to you?

Change of mind returns that meet our returns criteria can be mailed to:

Send A Toy, PO Box 2043, Magill North SA 5072

Please include a copy of your purchase documentation and ensure that the return is adequately packed to prevent damage in transit

Broken, damaged or incomplete returns will not be accepted.

Who pays the return postage?

You will be responsible for paying any return postage costs unless the product is being returned due to a fault, defect or our error (in this instance please contact Send A Toy for a return approval and our Reply Paid address details).

What if my change of mind return is lost in transit?

We do not guarantee that we will receive your return. If your returned
parcel is lost in transit a refund will not be issued. Therefore we strongly recommend that you use a traceable / receipted return postage service.

About Us

Common questions about Send A Toy.

What are your trading hours?

You can shop online with Send A Toy 24/7 .

Our office is staffed from 9:00am - 3:00 pm Monday to Friday .

We do not work on weekends or public holidays.

How long have you been operating?

Send A Toy opened its virtual shelves in April 2005 and is now one of Australia's longest running online toy shops.

Where are you located.

We are based in Adelaide, South Australia.

We ship Australia wide.

Are you Australian owned?

Yes. Send A Toy is Australian owned and operated.

ABN: 66 136 052 306

Didn’t find your answer?

You can reach out to us using the contact form below