Thank you for shopping with Toyuniverse.com.au
Our goal is to make your shopping experience easy, fast and enjoyable. The answers to our most frequently asked questions are listed below.
SITE SECURITY :
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 Shopify Payments 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. Please refer to the Order Pick Up page for more details.
Has my Order shipped ?
We aim to dispatch your order as soon as possible after it is received.
Orders placed prior to 10am areshipped the same day.
Orders placed after 10am are shipped next business day.
Please note that orders do not ship on Saturdays or Sundays.
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 ?
No, in order to offer our customers a fast and reliable service orders are processed immediately that they are received.
As changes are not possible please ensure you check your address has been entered correctly.
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 ?
Freight services take 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 labelled with an address it cannot be amended.
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 ?
Standard shipping generally costs a flat fee of $9.95 per order Australia wide including bulky items.
Some remote region postcodes are excluded from our standard shipping and a live quote will be provided for those customers living in remote region zones.
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.
Do you offer Express Shipping ?
Overnight shipping with Couriers Please is available in select areas for a small additional fee.
If Overnight Shipping is available in your area the Overnight Shipping option will appear in the checkout.
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