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Shipping & Returns

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Pre-Order:

We have a pre-order service available in our store. Please note that the Estimation Time of Arrival (ETA) displayed is the date provided by our supplier. The dates provided are based on the best estimate based on current information. This may change as we receive further updates. Once the container arrives in our warehouse, please allow 5-7 working days for the team to settle with the container and prepare to fulfill the pre-orders. 

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to letschat@kidstoyswarehouse.com.au and we will process an insurance claim on your behalf.

Cancellations & Refunds:

An order cannot be changed or canceled after it has shipped. In the event your order has already shipped, any changes or cancellation would be subject to our Returns & Exchange Policy.

Cancellations upon items that have not been shipped, including pre-order, are subject to a $25 administration fee.

Returns Or Exchange Policy:

7 Day Satisfaction Guarantee

We understand that shopping online can be difficult. We’ve got lots of videos, dimensions and sizing, pictures and detailed features on each product, to help you finalise your decision. However, if you do happen to change your mind, we provide a 7-day return policy.

For our 7-day return policy, you must agree that:

  • The item must be unused and in the same condition you received it, in original packaging
  • Product has not been assembled
  • Agree that initial freight costs are not refundable
  • All money back guarantees are subject to a 15% restocking fee of the sale price to cover the labour costs of picking/repacking the order and returning it to the shelf.

If all conditions are met, contact us within 7 days of your equipment delivery to arrange the return and receive a store credit voucher for an exchange or next purchase. 

*Store credit will be in the form of a voucher or gift code to shop at Kids Toys Warehouse.
Returning the product will be the customer’s responsibility, and our customer service team will guide the steps of returning the item. The refund will be processed as soon as the returned item arrives in our warehouse.

Damaged Or Faulty Goods:

If you have discovered that the equipment purchased is damaged, faulty or possesses a major problem upon 7 days of receiving your item, you have the right to ask for a refund, exchange or repair.

Please see Warranty Terms and Conditions in relation to warranty claims.

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will be shipped within five business days from the date of your order. We will send you a confirmation email within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive a confirmation email from us within six business days of your order, feel free to follow up with us at letschat@kidstoyswarehouse.com.au

Delivery:

Kids Toys Warehouse aims to ensure you receive your goods as quickly as possible. For this purpose we use a broad range of both local and national distributors that best suit the location to which we are delivering. 
All our delivery charges include shipping, handling and packaging costs.

Bulky Items and Postcode exceptions:

We try our best to include all the deliverable postcodes, however, there are still a few postcodes that are not available for delivery, especially for bulky items. Orders with no shipment service will be cancelled and refunded automatically.

Please kindly contact our customer service for more information if you need the item to be delivered to the remote areas to ensure your order could be processed successfully.

Freight Quotation:

We offer a low shipping cost which automatically shown on our website by going to the 'shipping cost calculation' section or during checkout, as soon as you enter your shipping address. Please feel free to reach out to our friendly staff to find out the best freight discount available for the season. Please be advised that the shipping quotation shown on ads are only applied for delivery within 20kms radius from our warehouse.

Delivery Time Schedule:

We provide Estimation Time of Arrival (ETA) for your convenience. However, these are estimated delivery time frames only and there is no guarantee. Delays can occur after a Public Holiday, weather or unexpected Courier issues.

Our aim is to ensure you receive your goods as quickly as possible. Please refer to our map below for estimated delivery times once your order is shipped from our warehouse.

  • Delivery lead times may vary from time to time and are subject to variation due to unforeseen road conditions or inclement weather.
  • Lead times apply to 'in stock' items only
  • Lead times are in 'Working Days' from our warehouse once dispatched
  • Some far and remote country locations have extended lead times
  • Peak times may incur a delay
  • Extended lead times may apply to oversized items

Lifespan Kids Delivery Options

  • DOOR TO DOOR (STANDARD)

Our Standard Delivery service offers nation-wide, reliable door-to-door, street level/ground floor delivery only. Pricing is based on the weight of the items & the zone that your postcode falls into.

Our couriers will not deliver large items upstairs, enter homes, or provide installation/removal services. For items that weigh more than 40kg, they will require assistance in unloading. Contact number is required for delivery.

Authority to Leave Freight will be placed on smaller items shipped with Standard Delivery (spin bike, rowers, weights, accessories). If you do not want this to be left, please notify us as soon as you have placed the order as we ship on a next business basis.

Delivery time frames are not guaranteed and are rough estimations given to us by our allocated couriers. Delivery is only available from Monday to Friday, 9:00am - 5:00pm. Please do not allocate hours as the courier company cannot deliver within allocated time frames.

IMPORTANT NOTE: If your item/s is returned back to our warehouse as un-deliverable or incorrect address, there will be a re-delivery fee.

  • DOOR TO DOOR (EXPRESS)

Our Express Delivery is available for selected items to Melbourne and Sydney Metropolitan areas. To check if Express Delivery is available, enter your postcode into the freight calculator either on the product page or the shopping cart.

Special Offer: Express Delivery Orders made and booked in before 11:00am (AEST, Melbourne Time zone) will qualify for Same Day Delivery.
Subject to availability. Order must be booked into the Delivery Booking Request portal prior to 11:00am (AEST, Melbourne Time zone) to qualify.

Once you've placed your order, you will receive a Delivery Booking Request email, which will allow you to book in a day and time slot, and agree to our express delivery terms and conditions.

Like our standard delivery service, express delivery couriers will only deliver to your front door, on a ground floor location. They cannot deliver large items upstairs, enter homes, or provide installation/removal services. For items that weigh more than 30kg, they will require assistance in unloading. Contact number is required for delivery. Once your order has been processed, on dispatch day, our dispatch team will call to confirm a delivery day & time frame. If confirmation is not obtained, our team will call again on another day to seek confirmation, and will halt the delivery until confirmation is received. Unfortunately we cannot deliver without verbal or written confirmation.

PLEASE NOTE: Missed delivery will incur a re-delivery & return fees if item is returned to our warehouse or need to be re-booked.

For more information, see below for our Delivery Terms and Conditions

  • ROOM OF CHOICE

Available to select metropolitan areas. This option will appear in the shipping calculator and checkout to orders that qualify. This service is also referred to as Specialised Delivery.

Better Timing and Notifications
- Choice of delivery date when contacted by our service providers

Assistance-Free, Into-the-Room of Choice Service
- Delivery to your room of choice, within two flights of stairs and a maximum of 25 stairs
- No assistance required for any delivery (including items specified as Big & Bulky)

How it works:
1. Once you’ve placed your order with us and have chosen Specialised Delivery, we'll send you an email asking you to complete a Site Risk Assessment.
2. Once complete, we'll book in your job and our service providers will contact you within 2 business days to schedule in a booking date and time.
3. Our service providers will deliver your products to your room of choice.

Specialised Delivery Terms & Conditions:
• Standard transit times apply
• This service does not include assembly. Any addditional assembly service purchased will be conducted by a specialist assembly provider after the date of delivery

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