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FAQ - Shipping and Returns

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Shipping and Returns

Can I pickup my order from your warehouse?
In most cases we can arrange for you to collect your item from one of our collection locations. We have distributon centres based in both NSW and VIC  In some instances pick up will not be available due to our stock being held with a distributor that does not allow pick ups. If an item is available for pick up it will state so in the product description tab "shipping", this will also give you the available locations for collection.

Can you deliver to my office or place of business?  
We encourage you to have your order delivered to a business address as it is far more likely that somebody will be present to accept delivery during business hours. We can also deliver to PO boxes if that is preferable (not available for large items).

How long does it take for my order to arrive?
We try to despatch orders from our warehouse within 1 to 2 business days. Delivery within Australia normally takes between 1 and 7 business days from despatch. We are proud to exclusively use Australia Post and a express courier service for all our deliveries. The service they provide is second to none.

How much is shipping and handling?  
Shipping is automatically calculated prior to submitting your payment information.  On each product page you will find a postage calculator. Simply place your postcode into the calculator and your postage charge will be shown.

Should you wish to check the postage of more than one item, simply place all your items into your shopping cart, you will then see in the first step of check out a postage calculator in the bottom left corner, again simply add your suburb name and postcode and the rate will be automatically calculated for you.

How do I return my product?  
Outdoor Toys Direct will accept returns within 7 days of receipt of product. Please contact our customer service department using our Contact Us page. You will receive a refund authorisation number from us at this time. Please ensure you include the reason for the return along with your authorisation number. Returned goods must be in original packaging and brand new.  Buyers are responsible for cost to return the goods (unless otherwise advised) and original freight charges will not be refunded.

Returns will not be accepted without an authorisation number.

Outdoor Toys Direct trades under the conditions of Consumer Affairs Victoria.

We will not refund or exchange items for the following reasons:
changed your mind
ordered the wrong item
found the goods cheaper elsewhere
were aware of the relevant fault before buying the goods
damaged the goods by misusing them.

I received the wrong product.
If you feel that you have received the wrong product, please contact our customer service staff via our Contact Us Page within 72 hours of receiving the product.

What is your return policy?  
We trade under the conditions of Consumer Affairs Victoria.

Outdoor Toys Direct  will not refund or exchange items for the following reasons:
changed your mind
ordered the wrong item
found the goods cheaper elsewhere
were aware of the relevant fault before buying the goods
damaged the goods by misusing them.

Please do not return your item until you have received a refund authorisation number from Outdoor Toys Direct. We will then advise the conditions of your refund / exchange. Buyers are responsible for cost to return the goods (unless otherwise advised) and original freight charges will not be refunded.

Please contact customer service for further assistance.

What happens if no-one is at home when you deliver?  
We use Australia Post and a courier service for our deliveries. A signature must be obtained when delivery takes place by courier, and for that reason, if no-one is at home, the parcel cannot be left. Australia Post or the courier will leave a card informing you that they have attempted delivery.

You will then need to collect your parcel from your nearest post office or if delivery is by courier ring to arrange a redelivery date.

Shipping Charges and Delivery Times
We deliver to anywhere in Australia. We can deliver to your home, Post Office box or business address, but we need your residential address for billing purposes. 

Standard Deliveries within Australia

  • We try to ensure that all orders are dispatched from our warehouse within 1 to 2 working days of receipt. Delivery time from dispatch is shown below. Working days exclude Saturdays, Sundays and Public Holidays. Due to heavy order volume in October, November and December, it may take us more time to process your order.
  • All parcels are shipped using Australia Post and a local Courier service. Australia Post as well as our Courier provides a reliable and speedy service that delivers to every address in Australia. Their systems enable us to track the parcel throughout Australia until delivered.
  • Australia Post and our Couriers do NOT deliver on weekends or Public Holidays
  • Please note that Tracking Numbers do NOT appear in the Australia Post EParcel Tracking System until just before they are delivered, so if you can't find your number, it just simply means it is still in transit.
  • An adult signature is required for receipt upon delivery. If no one is at home to accept the delivery, the parcel will be taken to your nearest post office and will await your collection. A card will be left at your premises informing you of the situation.
  • We are located in Melbourne, Victoria, so please take that into account when calculating delivery times. The more remote the destination, the longer it will take to deliver.

Delivery to:

Average delivery time:
(Business days)

Queensland:

3-4

New South Wales:

2-3

Victoria:

1-2

ACT:

2-3

South Australia:

2-3

Tasmania:

3-4

Western Australia:

5-7

Northern Territory:

7-9

Note: These averages are based on delivery to capital cities. Deliveries outside of these areas will take longer.

  • We are unfortunately unable to guarantee delivery times due to inconsistent postal standards across the country. We work with Australia Post and our Couriers to resolve any delivery issues as quickly as possible.
  • In order to keep delivery charges to a minimum we make no unrealistic claims of next day delivery.
  • Whilst we will ship promptly and efficiently, please understand that there may be delays from time to time which are out of our control.

Express Deliveries Within Australia
If your order is urgent we can arrange urgent delivery to most areas within Australia using an Express Courier Service. There is an additional cost for this service, and we are happy to quote this for you. Delivery to a business address is preferred. Please call 0402 122 058 (within Australia) or email us for more information and a quote.

Insurance
ALL orders are registered and insured to their full value.

Out of Stock Items
We try to have our complete range in stock at all times. We maintain our full inventory on our site and it is updated daily. When you go to an individual product page it will show an "Add to Cart" or "Out of Stock" icon. You will be able to see instantly whether the item is currently available. However, occasionally an item may be temporarily out of stock or completely sold out. In this instance you will be notified immediately with full details, and asked for alternative instructions.

 
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