Our shop and warehouse are now closed for the Christmas break so our staff can spend some much needed time off with their families. Any orders placed after 12pm on 24 December will be shipped from Monday 6 January 2020.
Any express orders placed over this period will also be shipped from this date but will be prioritised for dispatch and moved to the top of the queue.
Should your order not be delivered by 5pm on 24 December 2019 AND you have placed your order inside of our Pre-Christmas Cut-Off dates as noted above, we will refund your shipping charge paid upon request. Unfortunately we have no control over Australia Post and couriers once parcels leave our warehouse but we will do all we reasonably can to assist with following up on your delivery status if it is delayed. Should you choose to return your order for a refund then our standard Satisfaction Guarantee conditions will apply and return shipping will be at your cost.
We charge $9.95 flat rate shipping on all orders, except for bulky products. Bulky products are charged on a product by product basis based on the total weight of the product and the destination postcode. Bulky products are identified by the word “Bulky” written against the Shipping Type under the Specifications section on each product listing.
When an order contains both Standard and Bulky products, a flat $9.95 charge will apply to unlimited Standard products and each Bulky product will attract its own shipping charge. A total shipping charge will then be shown on the checkout page prior to confirming and processing payment for your order.
We endeavour to pack and ship all orders within 2 business days, with most orders being shipped within 24 hours of the order being received. We recommend that you refer to Australia Post’s delivery time frames on their website to determine how long it will take for your order to arrive based on your location in Australia (all orders are shipped from Capalaba, QLD, 4157).
All parcels are shipped with Australia Post eParcel or Fastway Couriers from our Brisbane warehouse with the exception of KidKraft products which are shipped with Allied Express couriers out of Sydney. All Kidkraft products are shipped with an automatic "Authority to Leave" and will not require a signature on delivery unless you specifically request this. Other larger products may also be shipped by courier rather than Australia Post if they are outside of Australia Post’s maximum allowable product weight and dimensions.
If you elect to pick up a Kidkraft product from our Brisbane warehouse, it will take approximately 3 business days for it to arrive and we will send you a notification email as soon as it is available for pick up. Pick ups are not possible from our Sydney warehouse.
You will be provided with the option to select Signature or NO Signature for your parcel on checkout. If you select NO Signature, please note that this is 100% at your own risk and there is no parcel insurance when you select this option. If the parcel is not successfully delivered and we have provided you with a valid tracking number, we will not ship a replacement to you free of charge. Therefore, we strongly recommend all customers select Signature on Delivery for their parcels. In the event a delivery issue does occur and you have selected Signature on Delivery, we can assist with a replacement parcel for you pending the outcome of an investigation with Australia Post.
If you would like to provide an Authority to Leave for your parcel, you can do so by clicking on the “Safe Drop” link in the Australia Post tracking email received after your order has been dispatched if it is shipped with Australia Post. Orders shipped with Allied Express will have an automatic Authority to Leave assigned due to their bulky and heavy nature.
Orders sent by courier are unable to be shipped to PO Boxes. If you have provided a PO Box delivery address and all or part of your order will be sent by courier, we will call you to discuss alternate delivery options.
All Express Post orders will be shipped same business day if received before 10am QLD time, or next business day if received after this time.
Tracking numbers for all Australia Post and Fastway parcels will be emailed to you directly on the afternoon your order is dispatched. Tracking numbers for Kidkraft products will be emailed within 2-3 business days of dispatch.
Please ensure that your delivery address is complete and correct. In the event that a parcel is returned to us due to failure to collect from the post office or an incorrect or incomplete delivery address being provided, you will be charged a return fee (we simply pass on the exact fee that Australia Post charges to us which is $10+GST) along with a second delivery fee. The second delivery fee will not be eligible for our $9.95 flat rate shipping charge and we will charge you exactly what Australia Post charge us to re-ship the parcel to you.
We do not provide any shipping time frame guarantees and strongly recommend that customers place their orders well before the products are needed, particularly over peak seasons. We will not provide a refund in the event that a parcel missed the deadline for when you required it by. The only exception to this is if your parcel is marked as lost or stolen by the courier or Australia Post.
Pick ups from our warehouse at Capalaba in Brisbane are possible between 8am and 4pm business days. Our warehouse is not open on weekends. You will receive an email confirming when your order is ready for collection.
In an effort to reduce our footprint, we reuse and recycle boxes whenever possible for the packing of orders.