Frequently asked questions

All Australian orders dispatched from our Australian warehouse are shipped with Australia Post.

Dispatch of your online order from our Newcastle warehouse will generally take between 1 – 2 business days from the time of your order being placed.

We ship all orders with Australia Post, who has provided the following estimates for delivery.

Domestic shipping timeframes:

Standard: 3 – 5 business days

Express: 1 – 3 business days

International shipping timeframes:

Australia Post estimates international delivery can be up to 10 – 28 business days. Please note this is a guide only and does not include any customs processing time upon arrival at the destination.

Shipping Policy

Please note that Toyzoo is not responsible for any deliveries that may be affected by customs, natural occurrences, transfers from Australia Post to the local carrier in your country, air and ground transportation strikes or delays, nor any extra fees, customs or back-end charges once the package has left Australia.

Please note that all shipping timeframes are from the time of dispatch. Dispatch can take up to 1 – 2 business days from the time of your order being placed. Please note that this does not include public holidays, weekends or sale/promotional periods.

If your delivery time has passed the estimated timeframe, and you are unable to track your order, please get in touch with our Customer Care team.

Email: [email protected]

Tracking details for your online order will be included in your ‘order dispatched’ email. This is generally sent 1 – 2 business days after you place your order. If you’ve received your order confirmation but have not received a dispatch email after 3 business days, please let our Customer Care team know here. Please note during peak times this dispatch time may be longer.

Email: [email protected]

You can cancel it before receiving dispatched email. Once you’ve received your dispatched email, we are unable to make any changes, additions, cancellations or amendments. Our systems are automated, and changes may cause delays or mix-ups in the preparation of your order. We highly suggest that you review your cart and details before checking out.

Oh no! Please get in touch with our Customer Care team here. Please include photos if possible as this will help the Customer Care team process your query faster.

Email: [email protected]

Nope! Lots of people love gifting Toy, so we make sure there is no pricing or invoice within the parcel.

Online Delivery – You will receive an email notification 2 weeks before the actual release date to advice you that your pre-order is coming soon, and you can make a payment online. We will dispatch your items ASAP.

We want you to be completely satisfied with your Toyzoo purchase. If there’s any quality issues with your purchase, then upon presentation of your product with proof of purchase, you are welcome to return the item to us within 30 days of purchase, provided the product is in its original saleable condition. Then a refund will be made in its original payment method or store credit will be awarded.

We want to make sure that you are 100% happy with your Toys. If you have purchased online and you’d like to make a return or exchange, please contact our Customer Care Team with 30 days. Please ensure that you have your order number and keep its original saleable condition. Please note, if you wish to receive a refund for items purchased online, we do not cover the cost for two-way delivery.

Email: [email protected]

Please contact our Customer Care team if you need to complete a refund. You will receive a confirmation email once your refund has been arranged. Once processed, you will receive your refund within 10 business days.

Email: [email protected]

Oh no – we’re sorry to hear this! We recommend trying to reset your password, then click on ‘I’ve forgotten my password’. If you continue having issues, please get in touch with our Customer Care team, and they’ll get this fixed up for you.

Email: [email protected]

Toyzoo has over 1000 items to choose from, but we only have room for a portion of our products online. We are constantly rotating our offerings, but if there is something specific you want and don’t see, contact us at [email protected]. We will help you hunt down your favorite toys.

Oh dear, not the toy! Let’s get this fixed for you. Please get in touch with our Customer Care Team, and they’ll get this resolved for you.

Email: [email protected]

We accept Visa, Mastercard, American Express, PayPal. Phew!

Your card will be charged only when your order is ready to ship. If for some reason there is a problem with your order, we will not charge your card until the issue has been resolved.