Returns and Refund Policy

CHANGE OF MIND RETURNS

Our refund policy for change of mind returns lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t accept your return.

To complete your return we will require proof of purchase. Please contact Send A Toy if you require assistance in locating your proof of purchase details.

You will be responsible for associated costs of returning goods to us and must ensure that they are packed appropriately to avoid damage in transit.

Change of mind returns WILL NOT be accepted where:

• The item has been used

• The item or its retail packaging is not in its original condition, is damaged or missing parts for reasons not due to our error

• Product tags have been removed

• The item is returned more than 30 days after receipt

• The item was purchased while on clearance or sale

•The item was not purchased from Send A Toy

• Gift cards and vouchers are exempt from being returned.


REFUNDS FOR CHANGE OF MIND RETURNS (if applicable):

Once your return arrives back at Send A Toy it will be inspected to confirm that it meets our return criteria. A refund will then be processed  to your credit card or original method of payment within 2 working days. You will be notified of the refund via email. Postage charges are not refundable.

PLEASE NOTE: If your order qualified for free delivery and your return puts your order total below our free delivery threshold, our standard $8.95 shipping charge will be deducted from your refund. If your order qualified for free delivery and you are returning your entire order, the actual postage charge incurred by Send A Toy to post the item to you will be deducted from your refund.

POSTING CHANGE OF MIND RETURNS:

Returns that meet our returns criteria should 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.

In the event your return is lost in transit, a refund will not be issued unless documented proof of postage can be provided. Therefore we strongly recommend that you use a traceable / receipted return postage service.


CHANGE OF MIND RETURN SHIPPING COSTS:

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

MISSING CHANGE OF MIND RETURNS:

We do not guarantee that we will receive your return. In the event that your returned parcel is lost in transit a refund will not be issued unless documented proof of postage can be provided. Therefore we strongly recommend that you use a traceable / receipted return postage service.

For faulty items that are being returned using our Reply Paid Return address, you must obtain a parcel lodgement  receipt to be eligible for a missing return refund. (Lodgement receipts can be requested when lodging your Reply Paid Return parcel at the post office).


SALE ITEM RETURNS

Only regular priced items may be returned, items purchased while on sale or clearance cannot be returned unless they are faulty.  Faulty sale items can not be returned where that fault was clearly identified by Send A Toy in the product description of the sale item, prior to your purchase.

FAULTY ITEM RETURNS

In the unlikely event that you receive a faulty item, you may return the item in accordance with your statutory rights. For a faulty item return (and it will need to be returned) please contact us as soon as possible to obtain our postage paid return address.

The returned item will be inspected and once it has been confirmed as faulty we will issue a suitable form of redress (repair, replacement or refund). If the fault presented is deemed to be a non-manufacturing fault (i.e. due to accidental damage, incorrect use or misuse) then we are unable to offer you a repair, replacement or a refund. In this instance you will be responsible for postage charges to return the item to you.


GIFT ITEM RETURNS

For items received as a gift we will issue a store credit  in the form of an electronic gift card. Please include (with the return) the email address that you would like to have the gift card issued to.

You will be responsible for associated costs of returning the gift to us and must ensure that it is packed appropriately to avoid damage in transit.

GIFT RETURNS WILL NOT BE ACCEPTED WHERE:

• The item has been used

• The item or its retail packaging is not in its original condition, is damaged or missing parts for reasons not due to our error.

• Product tags have been removed

• The item is returned more than 30 days after receipt

• The item that was purchased while on clearance or sale

• The item was not purchased from Send A Toy

PLEASE NOTE: to complete your gift return we will require proof that the item was purchased from Send A Toy. Please contact Send A Toy if you require assistance in locating the purchasers proof of purchase details.

POSTING GIFT RETURNS:

Gift returns that meet out return criteria should be mailed to:

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

Please ensure that the return is adequately packed to prevent damage in transit.

GIFT RETURN SHIPPING COSTS:

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

MISSING GIFT RETURNS:

We do not guarantee that we will receive your return. In the event that your returned parcel is lost in transit a refund or store credit will only be issued if documented proof of postage can be provided. Therefore we strongly recommend that you use a traceable / receipted postage service.

EXCHANGES

We only exchange items (as opposed to refund) if they are defective or damaged.  If you need to exchange an item for the same item due to a fault or defect, please contact Send A Toy during our business hours to initiate the exchange.

If you wish to exchange an item for a different item, this is considered to be a change of mind return and our standard Change of Mind Return policy applies.

(Once you receive your change of mind refund, you are welcome to submit an  order for the alternate product via our website).


Delivery Guide
HOW MUCH IS DELIVERY?
FREE for orders with a goods total of $100 or more. A flat $8.95 delivery charge applies to orders under $100.
(All orders are sent using signature delivery and a traceable consignment number).

CAN MY ORDER BE SENT EXPRESS?

Yes. Orders with a packed weight not exceeding 5 kilograms are eligible for express post. The charge for this service is a flat $13.95. (If your order exceeds 5kg express post will not be displayed as a freight option during checkout).

Express post orders placed before 11:00am (ACST) will leave Send A Toy same business day (excluding South Australian public holidays). 

Express orders placed after 11:00am ACST, or sent to postcodes outside of the express network will usually take longer than 1 business day to arrive).

WHAT IF I AM NOT HOME AT THE TIME OF 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.

CAN I APPLY AN AUTHORITY TO LEAVE?
All Send A Toy parcels 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 or  pending delivery text (sent to you by Australia Post once your parcel leaves Send A Toy). Requests for Send A Toy to add an authority to leave instruction on your behalf will be ignored.

WILL THE DELIVERY DRIVER PHONE AHEAD OF DELIVERY?
No. Send A Toy parcels are transited through the Australia post eparcel system and 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 number to your order to receive parcel tracking updates, including impending delivery notification via sms text.

IMPORTANT NOTE: Instructions left for Send A Toy requesting that we phone you just prior to delivery will be ignored.

CAN MY PARCEL BE DELIVERED TO A PO BOX?
Yes.

HOW LONG WILL DELIVERY TAKE?

Your order will be posted within 24 hours, excluding weekends and South Australian Public holidays. (Express post orders placed before 11:00am ACST will be dispatched same business day). Delivery times vary depending on your location, please refer to the table below below for further details.

Our delivery standards apply from the time your parcel leaves Send A Toy and are based on Australia Post's delivery guidelines and our experience. Occasionally delays may occur as a result of our carrier for which we have no control over. In this circumstance Send A Toy will not be held liable for nor provide compensation for the delay or any resulting inconvenience. 

Please allow extra time for processing and delivery at peak Christmas times and extreme weather events.

DESTINATION
TRANSIT TIME (following dispatch)
Adelaide Metro 1 - 2 business days
South Australia (areas outside Adelaide metro) 2 - 4 business days
Melbourne Metro 2 - 3 business days
Victoria (areas outside Melbourne metro) 3 - 5 business days
Sydney Metro 3 - 4 business days
New South Wales (all areas outside Sydney metro) 4 - 6 business days
ACT 3 - 4 business days
Brisbane and Gold Coast 4 - 6 business days
Queensland (areas outside Brisbane and Gold Coast) 6 - 10 business days
Perth Metro 4 - 6 business days
Western Australia (areas outside Perth Metro) 4 - 10 business days
Tasmania 4 - 7 business days
Northern Territory 6 - 10 business days

DO YOU OFFER A SAME DAY DELIVERY SERVICE?
No. However, we do offer a next business day delivery service. This is applicable to Express Post orders placed before 11:00 am on a business day. (Your delivery postcode must be within the express post network for a next business day delivery).

Disclaimer: occasionally delivery delays may occur as a result of our carrier, which we have no control over. In this instance a refund will be provided for the express delivery surcharge only (i.e. the difference between express and standard post). Send A Toy will not be held liable for or provide further compensation for any delivery delays incurred.  Delays resulting from an incomplete or incorrect address submitted with your order will not be compensated. Delays resulting from extreme weather events will not be compensated.

I HAVE PROVIDED THE WRONG DELIVERY ADDRESS ... NOW WHAT?
Once your parcel arrives back at Send A Toy we can have it re-sent to a revised address. An $8.95 re-delivery fee will apply.  Alternatively you can cancel your order for a refund, less the actual freight charge that we incurred to post your order. If your order qualified for free delivery, the actual freight charge that we incurred to post your order will deduct from your refund. (Please note that Send A Toy also incurs a returned freight fee. This fee is absorbed by Send A Toy and not passed onto the customer).
If your parcel is accepted at the incorrect address and not returned to Send A Toy, unfortunately it can not be retrieved by Send A Toy or Australia Post.  Send A Toy will not provide a refund or compensation for the lost goods.

I LIVE IN ADELAIDE - CAN I PICK-UP MY PARCEL?
Sorry no, we do not offer a local pick-up service.

CAN I SHIP MY ORDER TO AN INTERNATIONAL ADDRESS?

Sorry no. Due to the risks and costs associated with international freight, effective from the 1st of February 2019 we no longer ship outside of Australia.  However, we gladly accept orders from international customers for delivery within Australia.

HOW DO I SEND MULTIPLE GIFTS TO DIFFERENT ADDRESSES?

Please place separate orders online or contact Send A Toy during our business hours to discuss your order requirements.

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.

DO YOU USE RECYCLED PACKING MATERIALS?
Presentation is important to us, however, in an effort to reduce waste and keep your delivery costs to a minimum we often reuse cartons, bubble wrap and other packaging materials when sending parcels. We also source and re-use cartons from local businesses.