Frequently Asked Questions

Thank you for shopping with  

Our goal is to make your shopping experience easy, fast and enjoyable. The answers to our most frequently asked questions are listed below.  

If you don't find the answer to your question in this list please Live Chat with us now by clicking HERE or contact us by email.


This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security on all pages. Most websites only use SSL Encryption on the checkout pages, to provide you with additional security we use SSL on every page of the Toy Universe website.

We use EWay as our payment gateway to process all of our credit card payments to ensure the safety and security of your payment information.


I want to pick-up my order, how do I do this ?

Orders can be picked up from our warehouse in Erskine Park, Sydney.

To pick up an order please choose Warehouse Pickup in the Shipping section of the Checkout. Your order can then be picked up the next business day from our warehouse at the following address :

Unit B2, 23-107 Erskine Park Road


Please bring your order number and identification to pick up your order. Orders can be picked up Monday to Friday, 9am to 5pm.

Please note : all orders need to be placed and paid prior to attending the warehouse. Safety restrictions prevent us from allowing customers to browse products in the warehouse.


Has my Order shipped ?

We aim to dispatch your order as soon as possible after it is received. If your order is placed prior to 10am it will be shipped the same day. Orders placed after 10am are shipped next business day. Please note that orders do not ship on Saturdays or Sundays.

During October, November and December orders may take up to 3 business days to be dispatched, if your order is delayed we will notify you of the delay by email. 

You will receive an email when your order leaves our warehouse. You can also view the status of your order in the My Account tab of our home page.

Please Note : as your shipping confirmation email contains a link to track your order, please check your spam folder if you have not received this email.

Can I cancel or change my order once I have paid ?

Yes, as long as your order status has not changed to Awaiting Shipment or Shipped. If your order has had it's status changed to Awaiting Shipment a $9 cancellation fee will be charged for cancelling an order . If your order is marked as Shipped, please refer to our Returns policy.

Address changes and item changes are not possible once your order status has changed to Awaiting Shipment, please ensure you enter your address correctly.

The easiest way to change your order is to call us on 1300 961 747, Live Chat or email us on

How do I track my order ?

Once your order is shipped, you will receive an email with a tracking number. Please note if you have not received this email, please check the spam folder in your emails as it contains links to track your order and some email systems mark this as spam.

If you can't track your order, contact us and we can do this for you.

My Tracking Number says it's Invalid ?

Australia Post takes at least 24 hours to update tracking numbers online, once this time has passed you should see your order moving through the delivery system. If your tracking number is still showing as Invalid 1 business day after it is shipped please contact us as occasionally technical issues may prevent a tracking number from showing online.

My Order was returned to you because of an incorrect address

We ask all customers to carefully check the address for orders as a re-shipment fee of $21.95 will apply for re-shipping an order if it is returned due to incorrect addressing. If you notice an incorrect address has been entered please contact us as soon as possible so we can amend it prior to shipment, once your order is shipped the address cannot be amended.

Will my order arrive before Christmas ?

Some delays with Australia Post and courier networks will occur during the November / December period. For more information on Christmas Delivery times please visit our DELIVERY page.

My order is late or it never arrived.

Track your order by using the tracking number contained in your shipping email, whilst our carriers are required to notify you when they have attempted delivery, occasionally your order may be waiting at the local Post Office or courier depot for pick up . If you aren't able to track your order or you have not been notified of its location please contact us and we will locate your parcel for you.

My Order was returned to Toy Universe as I didn't pick it up.

As the majority of our freight travels with Australia Post if your order is taken to the Post Office for collection please ensure it is picked up within 10 business days. a re-shipment fee of $21.95 will apply for re-shipping an order if it is returned due to non pick up.

An item is missing or incorrect in my shipment.

We make every effort to ensure all your products are correctly delivered, however sometimes mistakes are made - don't worry - we will cover all the costs involved in getting the correct or missing product to you as soon as possible. Contact us and we will fix the issue immediately.

Occasionally, items are shipped in separate shipments, if an item is missing from your order it may be in a second parcel.

My product is faulty or missing parts.

Go to the My Account tab on our Home Page, log in to your account, choose Completed Orders, then Choose Return Items. Follow the prompts from here and a replacement product will be on its way to you as soon as possible.

I don't want the product anymore and wish to return it.

Please see our Returns section here.


For complete Shipping information, including estimated delivery times please refer to our DELIVERY page.

How much will shipping cost ?

Shipping costs a flat fee of $9.95 Australia wide including bulky items, unless otherwise stated in the product description. We do offer shipping discounts to our newsletter subscribers throughout the year. Please refer to our Shipping page for further details and exclusions.

Where do you ship to ?

We ship products within Australia only by standard shipping. At this time we do not ship products to any other countries except by request. If you need a product shipped outside of Australia please contact us for a shipping quote.

My question wasn't answered here, how do I contact Customer Service ?

Our customer service team is here to help with any questions you may have. You can email us at any time, our team monitors emails at all times.

You can use our LiveChat system during business hours of Monday to Friday 9.30am to 4.30pm Eastern Standard Time. 

If you need to speak with the customer service Team please call 1300 961 747 during business hours of Monday to Friday 9.30am to 4.30pm Eastern Standard Time



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