FAQ's | KidzInc Educational Toy Store

FAQs

Delivery Costs in Australia

We offer flat rate delivery of $14.99 for all orders under $400, excluding Western Australia.
Orders with a total value of $400 or more are delivered FREE within Australia, excluding Western Australia or large and bulky orders.
 
We also offer an EXPRESS POST option starting from just $29.99.
Please note some heavy items/orders can not be sent via Express Post for this flat rate**.
We will contact you in the event the EXPRESS POST cost is over the 10 kg cubic metres, and you have the option to pay the extra amount or we will send via regular post. 
 
In the event Australia Post/Courier are not able to deliver your parcel, they may take it to your local Post Office for collection.
Please ensure you collect the parcel within 10 days as the item will be returned to us. In this situation we will have to charge you a return fee of $14.99 along with a second delivery fee of $14.99.
If the address supplied to us is incorrect, the item may be sent back to us. If this occurs a return fee of $14.99 and a re-delivery fee of $14.99 will be charged. 
 

Estimated Delivery Times (business days) after day of dispatch (please note these may take longer during COVID-19 and Christmas trading periods).

Sydney: From 1 to 3 days
Within NSW: From 1 to 4 days
Melbourne, Brisbane: From 2 to 3 days
Adelaide: From 3 to 4 days
Other Capital Cities: From 3 to 6 days
Country Location: From 4 to 5 days
 

*** Express Post during COVID-19 - Express Post guarantee temporarily suspended 

Effective 20 April 2020, Australia Post is temporarily suspending the Express Post guarantee for parcels that don’t meet the next business day delivery standard.

Express Post is still available

The Australia Express Post service will continue to be the fastest postal delivery option for customers – and they'll continue to prioritise these deliveries. They just may not be delivered next business day every time.

This change is due to delays to the delivery services caused by the ongoing impacts of the coronavirus pandemic, including:

a significant increase in parcels that require manual sorting
social distancing measures in place at our facilities, which mean they can’t process items as quickly as usual
a significant reduction in the availability of passenger flights – which, in addition to our dedicated overnight airfreight network, also carry our parcels

    Pre-Order of Products

    We are happy to offer you the option to pre-order some of our products. Please note we will have this note in the product description and/or the product name. 

    We will endeavour to send your product out to you as soon as the shipment arrives. 

    All pre-order products are given priority in our process and all these orders will be shipped on arrival of the product. 

    We thank you for your patience upfront and if you would prefer to be on a wait-list, please send us an email to customerservice@kidzinc.com.au and mention Pre-Order in the subject. We will add your name to the list and when the shipment arrives we will contact you. Please note if you have not made the purchase upfront, we can not guarantee that you will be allocated the item if you are added to our wait-list. 

    Please note if you have other items purchased with the pre-order, we will despatch these together. If you require the order products urgently, we suggest you place a separate order for the pre-ordered item/s.

    Order Deadlines for Christmas Delivery

    Due to COVID restrictions in place in Australia, we highly recommend people place their Christmas orders early.
    The standard delivery option for most Cities in Australia is 5 December, and earlier for WA / NT and Country Regions 26 November. We can not guarantee pre Christmas delivery via the regular post network closer to this timeframe, due to delays in the postal network. 
     

    Please send us an email if you have an inquiry about placing an order leading up to Christmas, or if you have any questions about an order.  

    Please place your order in before the Christmas rush, as there may be processing delays due to COVID restrictions from November and shortage of product availability.


    Order Cancellations

    In the event you would like to cancel your order before it has been despatched, we may need to charge a restocking fee or processing transaction fee of 3% of your order and deduct this from your order amount to be refunded. If you have paid via Afterpay, the cancellation fee is 6% of the total order amount. 

    Afterpay

    Afterpay is available, so you can buy now and pay later. For Australian approved Afterpay customers only.

    What is Afterpay?

    Afterpay is a payment that allows you to pay for your order in 4 fortnightly instalments over an 8 week period.

    If you have ordered an item currently on backorder and paid using Afterpay, the Afterpay payment schedule will still apply. 

    Any Afterpay order cancellation will incur a cancellation fee of 6% and this amount will be deducted from your order amount.

    Schools, Preschools and Childcare Centres

    If you would like to make a purchase order for your school, preschool or child care centre, please contact us on either 1300 911 117 or customerservice@kidzinc.com.au and we can raise a purchase order for you. 

    Simply add in your email the tax invoice details, and a list of the products you would like to purchase. 

    We will then send you a tax invoice for payment. Once the payment has been received we will ship your order to you. 

    International Shipping

    We currently offer international shipping to the United States, United Kingdom and New Zealand.

    Please note we will only accept PayPal as a method of payment from International Customers.

    If you would like to buy something from our store and we do not ship to your Country, please contact us at orders@kidzinc.com.au and we would be happy to discuss this with you further.

    Freight Insurance

    We do not accept responsibility for goods after they have been dispatched so we strongly advise our customers to purchase insurance which is only an additional $3.00.

    There is a delivery option at the checkout with the insurance included in the delivery fee. 

    We take extra care when packing your parcel and we do not ever send out opened or damaged products. We have a very strict quality control process inspecting every item before it is despatched to you. We also package your order with care to ensure it gets to you safely. 

    If you receive a damaged item this would have occurred in transit. Please note KidzInc does not accept responsibility for transit damage to any product. 

    If your parcel is damaged, lost, or stolen in transit and you have purchased insurance with shipping, the parcel is insured by Australia Post or the Courier Company and not by KidzInc.  The final decision relating to an insurance claim is decided by the freight company and not by KidzInc. KidzInc is NOT liable to pay any compensation for loss or damaged incurred by Australia Post or any other Freight Company. 

     

    Payment Options

    We have many options for you to pay for your purchases at KidzInc. You can choose to pay for your purchases via Visa, Mastercard, American Express, PayPal and Afterpay.

    When purchasing from KidzInc your financial details are passed through a secure server using the latest Shopify 128-bit SSL (secure sockets layer) encryption technology, one of the best in the industry.

    Packaging

    At KidzInc we try to be environmentally friendly. If you have a large order it may be packaged in a box that we have recycled from a Supplier. Be assured that if you have chosen the gift wrapping option that your purchase will be beautifully wrapped within this external packaging.

    Gift Wrapping 

    We offer a gift wrapping service for a small fee of $9.99 (outside of Christmas) which includes a card.

    All items in our store can be gift wrapped regardless of the size of toy.

    We would be happy to wrap a special gift for a special little one, just simply add the gift wrapping option at the checkout, and please make a note of the message to be hand written.  

    Shopping Cart Empty Or Problem with Making a Purchase

    In the event you have added an item to the cart and the shopping cart is showing its empty, or if you are having technical issues, please contact us on 1300 911 117 and we would be more than happy to take your order over the phone.