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.  

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.

 

  • Orders
  • Shipping
  • Returns
  • Contact Us

Is my information secure ?

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.

We don't share or sell your personal information to anyone.

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

As we are an online only store our products are only available for shipment.

If you are in a hurry Express shipping is available to metropolitan areas in Australia and where available in regional areas.

Has my Order shipped ?

We aim to dispatch your order as soon as possible after it is received.

Orders placed prior to 10am are shipped the same day.

Orders placed after 10am are shipped next business day.

Please note that orders do not ship on Saturdays, Sundays or Public Holidays.

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 ?

Orders cannot be cancelled once placed, in order to offer our customers a fast and reliable service orders are processed immediately that they are received.

As changes are not possible once your order is placed, please ensure you check your address and order details are 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 Order was returned to Toy Universe as I didn't pick it up from the Post Office

We provide electronic tracking to all customers, Australia Post will attempt to deliver your order, however if you are not home your order is taken to your local Australia Post office and held for 2 weeks. After 2 weeks, your order is returned to us.

If this occurs we issue you a store gift card for the value of the returned products minus the $15 return fee charged by Australia Post.

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 $24.95 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 attempt to 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 Lost in Transit, Stolen or Damaged in Transit what happens now ?

From time to time, items are lost in transit by our carriers. We offer Peace of Mind Insurance in the checkout for less than $2 to insure your items against loss, theft or damage during transit.

If you purchased Peace of Mind Insurance and your order is Lost in Transit please contact us so we can arrange to dispatch new items as replacements.

If you chose not to insure your order, your claim is limited to a maximum of $50 which you need to claim from the carrier directly. Toy Universe will not re-send, reimburse or refund for items which are lost, stolen or damaged in transit and are not insured.

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, please check your tracking as tracking will show multiple boxes.

My product is faulty or missing parts.

Go to the Returns Page, enter your order details and name. 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.

For Change of Mind Returns we ask :

  • That you return the products within 60 days of purchase.
  • If the returned item was what you ordered and is not damaged or faulty but you've since changed your mind then we ask that you pay for returning the item to us. Please note that you must lodge a Return online or your return may not be accepted.
  • If you would like to receive an alternate product, please note that standard shipping charges will apply.

Once the item is received by our warehouse in original, unopened packaging and in a saleable condition a store credit for the value of the returned item only, will be processed within 2 business days.

 

Please Note :

  • Store credit will be processed for the purchase amount of the product only, not including shipping costs.
  • We recommend that you return items using a service with a tracking number as you are responsible for the item being received back into our warehouse.
  • Unauthorised returns or returns of opened products will not be accepted and will be returned to sender at the sender's cost.

To request a return please complete a Return Request on out RETURNS page.

 

What Payment Methods do you accept ?

We accept the following payment methods :

  • Credit Cards - Mastercard, VISA, Amex
  • Debit Cards - Masercard, VISA
  • Paypal
  • AfterPay
  • ZipPay
  • OxiPay
  • Laybuy

Orders over $150 can be placed using our Classic Layby for up to 6 months. Refer to our LAYBY page.

How much will shipping cost ?

Standard shipping is a flat fee of $9.95 per order Australia wide excluding bulky items.

Bulky item shipping is calculated at the checkout depending on your location, items subject to additional bulky shipping costs as marked as Bulky on their product image.

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.

International shipping to New Zealand and the USA is calculated in the checkout and cost will depend on your location, items in the order and the service you choose.

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.

We also ship to New Zealand and the USA.

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

Do you offer Express Shipping ?

Express Shipping is available to metropolitan areas of Australia and where available in regional areas.

If your location has Express Shipping available this option will appear in the Shipping section of the checkout.

Bulky items cannot be shipped by Express.

Is my order insured, can I buy shipping insurance ?

We offer Peace of Mind Insurance in the checkout for less than $2 to insure your items against loss, theft or damage during transit.

Purchasing Peace of Mind Insurance covers you if your order is Lost, Stolen or Damaged in transit. We will resend the items for all insured orders.

If you choose not to insure your order, your claim is limited to a maximum of $50 which you need to claim from the carrier directly. Toy Universe will not re-send, reimburse or refund for items which are lost, stolen or damaged in transit and are not insured.

Estimate my delivery time

STANDARD SHIPPING
Estimated delivery time after order dispatch

Sydney Metro

Regional NSW

Melbourne

Regional VIC, Adelaide, SA and TAS

Brisbane

Regional QLD

Perth / WA

NT

New Zealand

United States

2 to 3 business days

3 to 7 business days

3 to 4 business days

4 to 7 business days

3 business days

5 to 7 business days

5 to 9 business days

5 to 9 business days

3 to 10 business days

3 to 10 business days

EXPRESS SHIPPING
Estimated delivery time after order dispatch

Sydney Metro

Regional NSW

Melbourne

Regional VIC, Adelaide, SA and TAS

Brisbane

Regional QLD

Perth / WA

NT

New Zealand

United States

1 business day

1 to 2 business days

1 business day

1 to 3 business days

1 business day

1 to 5 business days

1 to 2 business days

Service unavailable.

Service unavailable.

Service unavailable.

BULKY SHIPPING
Estimated delivery time after order dispatch

Sydney Metro

Regional NSW

Melbourne

Regional VIC, Adelaide, SA and TAS

Brisbane

Regional QLD

Perth / WA

NT

New Zealand

United States

3 to 4 business days

4 to 7 business days

2 to 4 business days

4 to 7 business days

3 business days

5 to 7 business days

4 to 10 business days

Service unavailable.

Service unavailable.

Service unavailable.

How do I return an item ?

We want you to be 100% happy with the products you buy from us, so we are happy to provide a store credit any products for any reason as long as they are unopened in the original packaging.

Please lodge a return request by visiting our RETURNS page

My Product is faulty or damaged what happens now ?

If you received products which were damaged, defective on arrival or if we shipped the incorrect item we will gladly replace the product and pay for the return shipping cost as well as shipping the new item back to you !

To return a faulty product, please follow these steps :

1. Take photos or video showing the fault in the item.

2. Complete the return using the Order Lookup on the RETURNS page and attach your photo or video.

Don't forget that many products are covered by a manufacturers warranty (please note the lenght of warranty varies by product) so if something does go wrong with the item during it's use please don't hesitate to contact us and we can put you in touch with the manufacturer.

Call us :

1300 961 747

Where is Toy Universe located ?

We ship all orders from Erskine Park in Sydney, NSW

Address for Returns :

Please note ALL returns must have a valid Return Authorisation Number, please contact Customer Service prior to sending back any items as your return may not be accepted.

Please go to our RETURNS page to request a return authorisation online.