Frequently asked questions

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

Weekday orders placed before 3pm (Sydney time) are posted the same day from our Newcastle warehouse. Orders placed after 3pm, or on weekends and public holidays, are posted the next business day.

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

Domestic shipping timeframes:

Standard: 3 – 5 business days

Shipping Policy

We currently ship within Australia only. All shipping timeframes are from the time of dispatch and don’t include weekends or public holidays. Weekday orders placed before 3pm (Sydney time) are posted the same day; later orders are posted the next business day.

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 usually sent the same day (weekday orders before 3pm, Sydney time) or the next business day. If you’ve received your order confirmation but have not received a dispatch email after 2 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.

Changed your mind? You can return unused items in their original, unopened packaging within 14 days of delivery for a refund to your original payment method. Return postage is paid by you, and the original shipping charge isn’t refunded. If an item arrives faulty, damaged or not what you ordered, we’ll refund it in full, including postage, as required by Australian Consumer Law. Opened plush toys and used items can only be returned if they’re faulty. Full details: Returns & Refunds.

Email us at [email protected] within 14 days of delivery with your order number and the item you’d like to return. We’ll reply with the return address and next steps. For change-of-mind returns, return postage is paid by you. For faulty, damaged or incorrect items, we cover the return postage. See Returns & Refunds.

We process refunds within 3 business days of receiving your return. Your bank or payment provider may take a few more days to show it.

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 a hand-picked range of toys, games and gifts 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.