COVID-related isolation issues and flooding on Fraser Coast continue to hamper couriers' operations. It's been a challenging time to start the week of operations. We seek your kind understanding during this challenging period.
Dispatch Delays & Longer Response times
We are experiencing a high volume of orders and will expect a 3-5 business day dispatch timeframe at this stage. Our team is working around the clock to ensure that we can dispatch as fast as we can.
Due to the high volume of inquiries being received by our Customer Service Team, our communication channels such as our Phone lines, Email, Live Chat and social media channels may experience a longer response time. We are working as quickly as possible to assist your questions and concerns. We appreciate your patience.
VIC Warehouse
With the recent extension and tightening of COVID restrictions in Melbourne, our warehouse is not affected in any way and will be continuing to pick and pack orders with a full capacity of staff.
We are still however experiencing 1-week delay in dispatching depending on the item's preferred carrier. Big and Bulky items are currently looking at 7-9 business days in some worst-case situations. We are working as hard as we can and will be providing further updates when available.
Delivery Delays for NSW
Due to restrictions in NSW, we may experience delays of up to 10 business days for orders involving big & bulky items (over 30kg) with standard delivery service. Please note that this is an additional 10 days on top of the regular transit times.
Express Delivery has not been impacted and will proceed as normal. We apologise for any inconvenience caused and appreciate your patience.
Please see below for the updates from our courier partners:
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Toll & Allied: Capacity reduced for pickups
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Hunter: Trouble servicing VIC Metro and Regional
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Aramax: Temporary service disruptions on deliveries and pick-ups due to widespread flooding and restricted road access (2 days delay expected) https://www.aramex.com.au/our-services/service-updates/
Stock Situation
Due to delays with production and restrictions to stock movement, we'll be experiencing stock shortages for certain products. Stock availability and Pre-Order Estimated Dates will be shown on the product page, as well as the shopping cart and checkout pages.
For all Pre-orders, please note that the ETA's listed do have the potential to change due to COVID-19's impact on production and transportation. We will do our best to update customers on any changes in order arrival dates and apologies for any inconveniences caused.
Pre-Orders are only available for Home Delivery and cannot be ordered as a Self-pickup.
Online Store
The online store will be open ensuring home deliveries & self-pickup are available to our customers. Your patience is greatly appreciated as there may be delays to home deliveries due to the current circumstances.
Delivery
Our current delivery services may be impacted and follow the guidelines below:
Standard Delivery: For VIC & NSW: Please allow up to 10 more business days in your delivery for Standard Delivery services.
Express Delivery: Guaranteed next business day (use our booking portal)
Specialised Delivery: May experience the same or a longer delivery timeframe (compared to Standard) due to the level of care, manpower, the attention required and social distancing requirements that will affect this type of service.
If you can, please bear with us while we work through these COVID-related challenges, and get back on top of our service related emails and any dispatch and delivery issue we face.
If we may also ask, please be extra patient with our team. We are all doing the very best under stressful situations. We understand any frustrations that you may feel, but please remember that there is a person behind the monitor or line. Kids Toys Warehouse has a great team of people in the business, and they are navigating the changing restrictions, isolation requirements and frustrations of COVID, just like you. So please be kind and patient with them. 
