Shipping policy
Toy Chest offers shipping to almost all postcodes in Australia.
(Please check the Undeliverable Postcodes below).
Orders are generally shipped from our distribution centres, which is in Australia.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and authorised your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will void the pre-authorisation and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to: contact@toychest.au and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $30 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
SHIPPING PROVIDERS
Toy Chest works with reputable couriers to provide the most efficient delivery service possible, at the most reasonable prices and with the quickest service.
AUSTRALIA POST
Australia Post will send items with either Parcel Post or Express Post. You will receive a confirmation email with a tracking number once the parcel has been dispatched. If the delivery is missed or there is no safe place to leave the item, it will be taken to the closest Post Office for collection.
You can use the tracking number to track your order on Australia Post.
ARAMEX
You will receive an email confirmation from Aramex along with a tracking number as soon as your orders are dispatched. Aramax has an ATL (Authority to Leave) service and signature-required services. If the courier is unable to leave the parcel in a safe place for either of these services, the parcel will be taken back to the nearest collection point or depot. A non-PO Box address is required for Aramex delivery.
You can track your order using the tracking number on Aramex.
ALLIED EXPRESS
Allied Express will contact you before delivery via SMS or phone and to verify the delivery was completed. If the delivery is missed, the driver will leave a note with instructions to arrange collection or re-delivery.
You can use your allocated consignment number and postcode to track your order on Allied Express.
BORDER EXPRESS
A non-PO box address is required for Border Express’s delivery. If the delivery is missed, the driver will leave a ‘Sorry We Missed You’ card with instructions to arrange collection or re-delivery.
You can track your order using your consignment number on Border Express.
COURIERS PLEASE
CouriersPlease deliveries are ‘Signature Required’. When the order is placed, you will receive an email asking you to choose a delivery option between ATL (Authority to Leave), collection point delivery, deliver to a neighbour, new address, or they can reschedule delivery.
You can track your items using your allocated tracking number on CouriersPlease.
DIRECT FREIGHT EXPRESS
Direct Freight Express will send an email confirmation to you with a consignment note and your reference number once the order has been dispatched. If delivery is missed, the driver will leave the parcel in a safe place where possible. If there is no safe place to leave the parcel, the driver will notify you via email or SMS with directions for re-delivery.
You can use your consignment number to track your order on Direct Freight.
HUNTER COURIERS
You will receive an email containing a tracking number once the order has been dispatched. The item will be returned to the depot if the delivery is missed, and you will be notified to arrange a re-delivery. A non-PO Box address is required for Hunter Express delivery.
You can track the parcel anytime with the tracking number on Hunter Express.
SENDLE
You will receive a confirmation email from Sendle containing a tracking number once the order has been dispatched. If the delivery is missed, the courier will either leave a card or leave the parcel at a designated collection point to be picked up.
You can track the order at Sendle.
STARTRACK
StarTrack Courier offers real-time tracking and electronic proof of delivery in CBD and metro areas of Australia’s major capital cities. StarTrack is owned by Australia Post. If the delivery is missed or there is no safe place to leave the item, it will be taken to the closest Post Office for collection. You will also be notified once the order has been delivered.
You can track your order with the tracking number on StarTrack.
TNT AUSTRALIA
A non-PO Box address is required for TNT delivery. All TNT orders delivered to Australian residential addresses may be left without signatures if the recipient is not home unless you has requested TNT to obtain a signature upon delivery.
Orders can be tracked using the consignment note on TNT Australia.
TEAM GLOBAL EXPRESS
A non-PO Box address is required for Team Global Express delivery. If the delivery is missed, you should receive a card with instructions to collect the parcel. You can also visit the Team Global Express website to arrange a re-delivery.
You can track the order with the provided tracking number on Team Global Express.
SHIPPING NOTES:
How long does it take to dispatch & deliver my item?
Estimated dispatch timeframes are usually 1-4 working days after payment has been received.
Note: Delivery time only starts after payments have been cleared and the item has been dispatched from our distribution centres.
We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.
The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 20 business days, please contact our customer service team on Contact@toychest.au
What if you provide an undeliverable postcode?
We do your best to offer Australia-wide shipping. However, there are still some postcodes in remote areas that are undeliverable for some items. If you provide an undeliverable postcode, the order will be cancelled and refunded automatically via email. If you have further questions about delivering an item to an undeliverable postcode, please contact us at contact@toychest.au for more information.
Undeliverable Packages:
In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.
Inaccurate address:
If there are any address discrepancies with your order the product is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any products that are returned to us.
Unsuccessful Delivery Attempt:
If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mailbox for you to pick up your parcel in your local Post Office. If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.
Rejected by Receiver:
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.
No Pickups Available:
Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can always dispatch all goods efficiently.