FAQ

Find answers to common questions right here. Whether you have a question relating to security, shipping, deliveries, customer reward points, or even about who we are, you'll find many answers to these questions and more! Simply click on the question of interest and the answer will be revealed instantly!

About Us

Online Toys Australia is owned and operated by Australian Online Commerce Pty. Ltd. (ABN 13 086 153 497). We are an internet based toy store which means we specialise in the sale of toys only through the World Wide Web. Our office and warehouse facilities are in Melbourne.

You may contact our store during business hours on telephone number on 03 9394 1944 or email us using this Contact us link.

Online Toys Australia operates from a warehouse located at 180 Calarco Drive, Derrimut Victoria. The fact that we operate from a warehouse environment means it is unsuitable for browsing or conventional shopping on a physical level. However, orders can be collected in person at any time between 9:00am and 5:00pm Mon-Fri (excluding public holidays).


Security

We are committed to providing you with the best and most secure environment while shopping online with us. Our entire business depends on it. Some of the many ways we can provide this level of protection are:

• Industry standard 256bit SSL encryption.
• Safe daily backup of all website information.
• A secure and highly protected and interconnected Australian-based server.

Your credit card details are very secure. As a matter of fact, your credit card details are not held by our store at all. All credit card information entered at the checkout is securely and directly sent through to our payment gateway for processing, therefore bypassing our database altogether. This makes our Store PCI DSS (Payment Card Industry Data Security Standard) compliant which is important when when presenting sensitive credit card details via the internet.

You can read all about all about our Privacy Policy here.


Shipping & Deliveries

On average, delivery times can be anywhere between 2-5 business days, however, some deliveries can take more than a week depending on your geographical location (deliveries to remote parts of Australia take much, much longer to deliver compared to capital cities). If you are experiencing unexpected delays, beyond 7 working days or more, please call/email our store so we can investigate the matter further.

Yes, you can collect your order from our warehouse any time between 9:30am and 5:00pm Mon-Fri (excluding p/holidays). However, to avoid incurring any shipping costs, please remember to select "Store Pickup" as your shipping option while at the checkout and to bring a copy of your order when you arrive.

Absolutely. It really doesn't matter where you are from, provided the shipping address is a valid Australian street address or P.O. Box. Unfortunately orders cannot be shipped overseas at the present time.

If you suspect that the toy you ordered from us is damaged, please refuse to accept delivery. Ask the driver/postman that it be returned to sender by crossing out your delivery address and writing, in big letters, "RTS" (Return To Sender). Notify us about what's happened and we will take care of the rest by having a replacement toy sent out to you once the damaged toy is received by us.

If, on the other hand, you accepted delivery and discovered your toy to be broken much later, don't stress. The first thing to do is to notify us about the problem so we can provide you special instruction on how the broken toy(s) can be returned. Please do not proceed to return anything unless you have contacted our store first.

The Return Merchandise Authority (aka Reference Number) number we give you is a unique number combination which helps us identify authorised product returns. With an RMA number clearly visible on the carton, we are better able to anticipate and accept your return while knowing exactly how the return needs to be processed (refund, exchange, repair etc.).

We use Australia Post for fast and reliable door-to-door delivery.

Simply put, a "Processed" order means that your credit card or PayPal payment was approved (processed). If you had select to pay for your order by cheque or Direct Bank Deposit, it means that funds have been cleared by our bank. This also means that we are now ready to pack your order for despatch.

An email confirming your order as "Complete" simply means that your order/parcel is physically in the hands of our carrier and on its way to you or the recipient you had nominated.

Yes, it is. Just remember to select "Store P/U" as your preferred shipping method when at the checkout (otherwise you may be charged our standard shipping fee). Provided your order is not a large, your order can be collected almost right away (or within the hour), however, pick-up times are restricted between 9:30am and 5:00pm, Mon-Fri (excl. public holidays).


Customer Reward Points

By shopping with Online Toys Australia, you will automatically receive Customer Reward Points that can save you money on susequent purchases. Just remember to create an account (this can be done at the checkout too) and always login to your account when making purchases. The website will automatically keep track of the amount of reward points that you have in your account, from previous purchases, and apply them to your order to save you money. It's our way of saying "thank you" for your loyalty.

Yes they can. Any Customer Reward Points left unused longer than 36 months will be forfeited.

Unfortunately customer Reward Points are non-transferable. Once they are allocated to an account, they cannot be moved.

Firstly, you will need to 'Sign In' by clicking the 'My Account' link near the top of the page. Once you are signed in, click the 'My Account' link again and you will see a series of tabs that you can click. Click the one that says "Reward Points" and you'll be shown how many reward points are in your account.

Customer Reward Points are automatically credited to your account once your purchase has been successfully processed. This usually occurs immediately after payment is made.


Shopping/Checkout

If you legally own a credit card, chequebook, or have the ability to obtain a money order or bank cheque through legal means, you are old enough to shop with Online Toys Australia. The legal age in Australia is usually 18 years.

It is important that when selecting the toy you want that you do so carefully. We understand that many toys look the same, some of them have very similar names, while some others function almost the same way so mistakes are sometimes inevitable. The good news is that we are here to help. We are happy to accept product returns, for a refund or exchange, provided the following conditions are meet:

• That you inform us of your decision to return product purchased within 30 days.
• The product(s) have not been opened, used or had any seals opened or removed.
• The postage cost back to our store is paid by you.
• That the products you return arrive back undamaged and in saleable condition.

However, if you are unsure about anything, we are always here to help. Please email, or call us prior to placing your order.

All toys sold by Online Toys Australia are sold in the Australian currency (AU$). Therefor, Only Toys Australia cannot accept payment in other currencies, however, international credit cards or PayPal accounts will automatically exchange your local currency into Australian dollars for you so there is no need to worry about this.

While we take the utmost care with the picking, packing, and shipping of all toys, mistakes can happen. If you are one of the unfortunate customers this has happened to, don't worry. Call or email us with the problem, and we will ensure everything is taken care of.

Yes, you can. In addition to credit cards, we also accept bank cheques, personal cheques, and money orders. But please keep in mind that no orders can be despatched until cheque payments have been cleared by our bank. Cheques normally take around 3 working days to clear.

Bank: Commonwealth Bank of Australia
Account Name: Online Toys Australia
BSB: 063627
Account Number: 10208381

Every toy sold by Online Toys Australia is brand new and unused. We do not trade in second-hand goods/toys.

Our web site tracks the movement of stock in real-time which means if a toy is out of stock, the "Add to Cart" button is removed and replaced with with the words "Sold out" message.

Whilst we make every effort to reproduce the exact colour of each and every toy during photography, unfortunately the same cannot be said by some suppliers or manufacturers who sometimes provide us with the product images we need. Some images are taken outdoors while others are taken under special lighting conditions which means colour precision cannot be guaranteed, across all products, nor all the time. Please keep this in mind when making your purchase.

Yes, we do. The minimum order amount is AU$5.00 (excluding shipping and discounts).

Modern e-commerce web sites require the use of cookies to keep track of events and cart information. If you are using a work computer, there is a possibility that your administrator has disabled this feature in your browser. Please contact your administrator regarding this matter. If, on the other hand, the computer is your personal computer at home, try enabling cookies in your browser settings (usually found under the "options" menu).

PayPal payments that are linked to a cheque, savings or other bank account could take upto 5 days to clear. During this time, Online Toys Australia is unable to process your order any further until payment confirmation from PayPal has been received. PayPal refers to such payments as "eCheck" payments. You can find out more about eChecks on the PayPal web site www.paypal.com. Simply do a search for "eCheck" in the help area of their site.


General

Gift-tags in general are not very big which means after including the recipients and senders names there really isn't much room for anything else. However, you may wish to consider purchasing one of our Greeting Cards instead (where message are allowed).

Job openings are usually advertised in the local newspaper or through an employment agency (and not through our web site). Sorry.

No, we do not sell on eBay.

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