Shipping & Returns

HOW TO ORDER...


Q.1. What are my options for Ordering?

The easiest way to order is online.

Simply choose the products you are interested in and when you have finished shopping, follow the prompts to proceed through checkout.

If you would like to fax or mail your order, simply complete a Special Needs Toys Australia Order Form (this PDF file will open in a seperate window) or use your own. NOTE: Past users of this form please note the NEW payment details. Do NOT send your payment to the wrong bank account. THIS is now the correct form to use. Thank you, Management

You can then fax it to us at Fax: (02) 8580 5642. When the phone answers, press fax.

You can also mail your order to us at:

Special Needs Toys Australia
PO Box 279 Revesby NSW 2212

If you would like to phone through your order, you can call us on (02) 97744494.

We are happy to invoice Schools, NGOs and Government Departments. Simply request to be invoiced when going through checkout or faxing, mailing or emailing your order using either your own order form or ours. You can include your Purchase Order or Reference Number in the area provided in checkout or on the order form.

Q.2. Do you have a Catalogue?

If you are a school, NGO or Government Department and would like a catalogue, please email us.

We still recommend using the catalogue in conjunction with our website, as our website will have all our specials and newest additions.

Q.3. What happens if an item is out of stock?

Occasionally, an item you have ordered may be out of stock or may be unavailable for some other reason. We will advise you as soon as possible if this occurs, and you can decide whether to wait for the item to be restocked or request a refund.

If you would like to wait, your item will be sent as soon as it is back in stock. Of course, no further postage charges will apply.



PAYMENT OPTIONS...


Q.1. What Payment Methods do you accept?

To make shopping as easy as possible, we offer a wide variety of Payment Options.

At present, we are able to accept payment via Paypal for Visa, Mastercard and echeque, which is a bank transfer from your bank account via Paypal.

We also accept cheques, money orders and payment into our bank account via Direct Deposit.

For cheque or money order payments, please print out your Shopping Cart and send along with your payment to:

Special Needs Toys Australia
PO Box 279 Revesby North NSW 2212

Please make cheques or money orders in the name of: Special Needs Toys Australia

For postal payments, please bear in mind that by the time your payment reaches our office and your item is then dispatched, there could well be a lengthy delay in you taking receipt of your item.

If you choose to pay via bank deposit, our bank details will be sent to you with your order confirmation email.

Q.2. Do your prices include GST?

Yes. We are GST compliant and all prices listed on our site are GST inclusive. A Tax Invoice will be emailed to you when your order is posted for your records. You can also access all your order details when you are logged in to Special Needs Toys Australia.


POSTAGE...


Q.1. When will my order be shipped?

Your order will be shipped once your payment has been approved or, in the case of cheques, cleared by our bank. For invoiced orders, your order will be packed once your order has been received.

The majority of orders are sent out with 48 hrs. There are times that this is delayed for a variety reasons. As we are only a small business we do our best to get these orders despatched within 10 working days. Working days exclude Saturdays, Sundays and Public Holidays. Due to heavy order volume in the months of October, November and December, it may take us more time to process your order, so please let us know if there is a deadline you need your order by.

If a product has an "in stock on..." note on it, this means that you are still able to back order this item. It will then be sent to you seperately as soon as it is in stock. No additional postage charges will apply.

As our small contribution to reducing waste, most orders will be boxed and posted using clean, recycled material. If you would like gift wrapping or special packaging, please let us know.

Once your Parcel is dispatched, you will be notified via an email with your order details.

Q.2. Who will Deliver my order?

We use a combination of Australia Post and Couriers for our deliveries.

Our preffered delivery method is Australia Post. Typically our prices reflect the proces that Australia Post have set. Australia Post allows us to deliver to all adresses in Australia, including Post Office Boxes. If no one is home, they will leave a card stating that your item is available for you to collect from your local post office.

There are times when we use couriers, as we have found our courier to be reliable and flexible, and they are normally able to deliver larger parcels more quickly.

If there are any problems with your order, please contact us as soon as possible so we can start any claims process for you.

Q.3. Do you Deliver to International Addresses?

Unfortunately, at this time, we do not deliver orders to addresses outside Australia. Although we do not deliver overseas, International customers can place orders for delivery of gifts to family and friends in Australia.

This is a great way to send a beautiful gift, and save on International Postage costs!

Q.4. What will Delivery Cost?

Our costs reflect the charges of Australia Post and our courier and we try to be as accurate as possible!

Delivery costs are calculated according to the cubic meters and/or weight of the total order. There are times when the quoted weight is unusually expensive so please call or email if this is the case so that we can tend to your order personaly. For furniture or some extra large items, individual postage will be quoted in their product description.

You can also rest easy, knowing that all orders have tracking.

To check the delivery costs for your order, add the items you are interested in to your cart then click on the 'Estimate Shipping' button!

Q.5. When can I expect my order?

For most deliveries, you should receive your parcel within 3 - 5 working days. Although every effort is made to ship your Order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control, so unfortunately we are unable to guarantee a delivery date.

You can check on the status of your order in the "My Account" area of our website, once you have logged in.

If you need your parcel quickly, please email us prior to going through checkout so we can organise Express Post delivery for you. Express Post via Australia Post does incur an additional charge.

If you have not received your parcel within 15 working days, please contact us.

Q.6. Do you offer a Gift Wrapping Service?

Yes we do.

We know how nice it is to receive a gift, so we can wrap and include a small card for most items for FREE. We can also post to any address or PO box within Australia,which makes us the perfect place to purchase presents for the special children in your life.

If you are interested in this service, please let us know when you go through checkout. (Unfortunately, we are unable to offer this service for Furniture, Outdoor Equipment and some other large and bulky items)


WARRANTY AND RETURNS...


Q.1. What do I do if my item arrives damaged?

If you have received an item that is damaged please contact us and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order number.
We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back. Please wait to hear from us prior to posting any damaged item back.

Please note that, for the purposes of insurance, damaged packaging is not covered.

Q.2. I have changed my mind. Can I return my products?

We want you to be 100% happy with your purchases!

Should you have a change of mind and would like to either exchange the item or receive a refund, you may do so within 14 days from dispatch of your items. The refund will be for the cost of the items returned only, postage costs will not be refunded.

All items sent back as a change of mind return must be unopened and in their original packaging, and the return shipping for returned items will be at your cost.

We recommend using Registered Post to send you items back as they are your responsibility until received by us.


I have another Question. What do I do?


If you have any questions or comments, please email us via our Contact Us Page, or write to us at:

Special Needs Toys Australia
PO Box 279
Revesby North NSW 2212