Shipping Guide

Shipping & Warranty

When you order items online you are confirming you agree to our Delivery and Shipping Policy.

Shipping Policy

Kidscars-toys.com.au shall determine the manner of shipping our items to you. Where possible, we ship items with our couriers and give our couriers full permission to leave all parcels at residential addresses in preference to this parcel returning to the courier’s depot. The parcel will only be given permission to be left at a safe place at a residence and will not be left in any place that the courier deems unsafe to theft. If a customer does not prefer to have an authority to leave, the customer must advise Kidscars-toys.com.au before ordering and may incur a re-delivery fee.

Estimate Delivery Times

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.

Timeframes are estimate only and for further details, please see the information regarding our couriers below.

Approximate delivery timeframes are:

VIC 5 – 7 working days
NSW, SA, ACT 6 – 10 working days
QLD, NT and TAS 7 – 12 working days
WA 7 – 14 working days

Delivery of bulky items such as mattresses, bed frames, some larger furniture, electronics etc, may delay these times by a further 1-4 business days.

Commencement of Shipping and Tracking

Delivery time starts once your payment has been cleared and the item has been dispatched from our warehouse. This usually takes 1-2 working days from receipt of cleared payment.

We will send you order tracking details from one of our couriers. Please allow up to 48 hours from time of notification sent for the couriers online tracking information to be updated.

Investigations into the status of deliveries will not be lodged by Kidscars-toys.com.au until the estimated delivery date has lapsed.

We do not ship to the following postcodes

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details. There may be some exceptions, please contact us at support@Kidscars-toys.com.au for more details. There may be other postcode exclusions than specified below, We do our best to include all relevant postcode inclusions in the list below, but unfortunately cannot list all postcodes Australia wide.

Orders for delivery to postcodes with no shipment service will be cancelled and refunded automatically.

All items:

Postcode State Suburb
5701 SA WOOLUNDUNGA
6740 WA DRYSDALE RIVER
6740 WA MITCHELL PLATEAU
6740 WA OOMBULGURRI
6740 WA KALUMBURU
6740 WA PRINCE REGENT RIVER
6740 WA WYNDHAM
6743 WA WARMUN
6743 WA CAMBRIDGE GULF
6743 WA LAKE ARGYLE
6743 WA DURACK
6743 WA GIBB
6743 WA KUNUNURRA
7151 TAS HEARD ISLAND
7151 TAS DAVIS
7151 TAS MAWSON
7151 TAS MACQUARIE ISLAND
7151 TAS MCDONALD ISLANDS
7151 TAS CASEY

Bulky items:

Postcode State
0800-0999 NT
2641-2717, 2831-2898, 2899 NSW
4400-4499, 4680, 4184, 4700-4805, 9920-9959 QLD
4806-4899, 4900-4999, 9960-9999 QLD
5701 SA
6055 WA
7151

7303

TAS
6215-6699 WA
6700-6799 WA

Our Couriers

The couriers and delivery services we use may change from time to time. The time frames are estimates only and our process for selecting a courier for your order indicative only.

Some details as to our couriers follow below, however we recommend you contact the courier to discuss or visit their website to review their terms and conditions. These may also change from time to time without notice to us.

Australia Post

Items that weighs 22 kg or less will typically be dispatched with eParcel, Australia Post’s Internet enabled freight system. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.

When your order is dispatched, you will be given a consignment number. You can use the number to track your order at the Australia Post’s website.

Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.

Fastway Couriers

For item that weighs below 22kg with a lower cost than eParcel, the item will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.

Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Fastway’s website.

A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.

To track item that is dispatched with Fastway, please visit http://www.fastway.com.au and use the given tracking number.

Allied Express

Parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the biggest and independently owned courier company in Australia with offices in all major mainland capitals.

Each parcel will carry a barcoded address label and you will be able to track you items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number.

Allied Express requires consignment note and the postcode of the destination to track item at http://alliedexpress.com.au/ or call 131521 for more queries.

Undeliverable Packages

In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email. Fees and charges will apply for a customer failing to pick up a parcel in an acceptable time frame.

Inaccurate address

If there are any address discrepancies with your order the item is returned us, a customer care team member will be in touch. A re-delivery cost will occur for any items that are returned to us.

Unsuccessful Delivery Attempt

If no one is present when the order arrives and it is being delivered by a courier supplier, a notification will be left in the mail box for you to pick up your parcel in your local Post Office or local collection point.  A re-delivery cost will occur if you are not home at the arranged time and some couriers do not re-deliver after missed attempts (Example – Australia Post). If you miss deliver attempts by some couriers, you are responsible for arranging pick up at the local collection point without cost to Kidscars-toys.com.au

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 re-sent.

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 10 business days, please contact our customer service team.

Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

Undeliverable Postcodes

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.

We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some SKUs. Orders with no shipment service will be cancelled and refunded automatically.

Please kindly contact our customer service for more information if you need the item to be delivered to the remote areas to ensure your order could be processed successfully.

TNT

Parcels sent from our Brisbane operation will generally be despatched with TNT. TNT is one of the world’s largest and most trusted transport logistics company. TNT operates Australia wide.

Each parcel will carry a barcoded address label and you will be able to track your items through the TNT website. TNT will contact you prior to delivery via SMS or phone number.

TNT requires consignment note number to track item at http://www.tnt.com/express/en_au/site/home.html  or call 131150 for more queries.

Undeliverable Packages

When we use TNT for delivery on some packages, we will authorise the courier to leave the items at your residence only if the courier feels it is safe to do so. If the courier feels the items are not safe to leave, a failed delivery slip will be left. Please contact your local TNT depot on the details provided to arrange re-delivery or pick up – additional charges may apply.

Inaccurate address

If there are any address discrepancies with your order the item is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any items that are returned to us.

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 a parcel has to be re-sent.

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 10 business days, please contact our customer service team.

Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

Contacting Us

If you have any queries or wish to contact us, please do so by email at support@Kidscars-toys.com.au

Warranty

Some items come with a 12 month warranty which you may seek a refund or replacement for the item. Extended warranties for your peace of mind may also be available for some items. Please refer to the item listing for warranty period.

Australian Consumer Law

Please note that this Warranty Policy does not impact your rights under the Australian Consumer Law and Regulations. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and item support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

Timeframes

To lodge a claim under these warranty conditions you must contact us within 10 working days from receipt of the item. We reserve the right to refuse any claims under this warranty after this period.

Kidscars-toys.com.au treats all warranty claims seriously and thoroughly investigates each instance. Please allow up to 10 business days for warranty claims to be investigated and resolved.

Lodging a Warranty Request

When logging a warranty claim, please let us know the following information:

  • your Name and Email Address;
  • a brief description of the issue;
  • order number, the item name and serial number, if applicable;
  • date of purchase; and
  • for items that faulty or damaged, photo and or video footage detailing the problem.

Your request needs to be sent to support@Kidscars-toys.com.au.

Please be aware that we receive a high amount of correspondence from Facebook and email that have different names to the order, such as maiden names and Facebook profiles.

Proof of purchase can be provided by order confirmation receipt, order number or similar.

Faulty and Damaged Items

Where an item has been delivered either faulty or damaged, for a warranty claim to be opened the customer must provide.

  • your Name and Email Address;
  • a brief description of the issue;
  • order number, the item name and serial number, if applicable;
  • date of purchase; and
  • for items that faulty or damaged, photo and or video footage detailing the problem.

Your request needs to be sent to support@Kidscars-toys.com.au

Exclusions

This warranty is not available for:

  • change of mind or incorrect order by you;
  • damage due to misuse by you or the user;
  • any accessories or bonus gifts, including (but limited to) batteries, carry bags, etc;
  • cosmetic damage, to boxes, packaging or exterior surfaces (including during transit);
  • damage caused by use with another item;
  • damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause;
  • damage caused by operating an item outside any guidelines published for use;
  • items that have been modified to alter functionality or capability without the prior written permission of Kidscars-toys.com.au;
  • defects caused by normal wear and tear or otherwise due to the normal ageing of the Item,
  • if we believe the item is stolen based on information provided by law enforcement authorities, or
  • Where proof of purchase (invoice or paid Order confirmation) cannot be provided.

Further Information

Please see our Refunds and Returns Policy for further information, otherwise you can contact Kidscars-toys.com.au Support at support@Kidscars-toys.com.au for all warranty and item support requests.

 

Refunds and Returns Policy

 

Your Rights under Australian Consumer Law

If an item you buy fails to work or do what you asked for, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you’re entitled to will depend on whether the issue is major or minor.

Where refunds will not be available

You are not entitled to a replacement or refund so simply because you changed your mind, found it cheaper somewhere else, decided you did not like the purchase or if you ordered the wrong item.

As we offer an online service, it is your responsibility to ensure you check the item description and size carefully before ordering.

Costs of return Postage

You are entitled to return an item if you believe that there is a problem. You are generally responsible for returning the item if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from us if the item is confirmed to have a problem, so keep your receipts.

When items are too large, too heavy or too difficult to remove, we will pay for reasonable shipping costs or collection within a reasonable time of being notified of the problem.

You do not have to return items in the original packaging in order to get a refund, however we ask that you do so if the original packaging is available, as this will aid the item reaching us safely.

For a refund, you will need to return the items by post or deliver. Please follow our return policy. This policy is aimed to prevent unnecessary costs to you. We recommend that you keep your original item packaging if possible. Should you need to return an item for repair under warranty and not have the original packaging, you will bear the responsibility for safely packaging your Item for transport and Kidscars-toys.com.au accepts no liability for any damage that may occur in transit.

We reserve the right to charge you for any postage costs incurred for returns should we find the item not have a problem or if you’ve changed your mind.

Steps and Return Procedure

Please do not return the faulty item to us without contacting us first. For us to assist you, we require that prior to retuning goods to us you:

  • check the item or items for damages or faults;
  • record the damages or faults by picture or videos; and
  • email the picture or videos to us along with a detailed description.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit. This will enable us to review your claim. If you do not follow this procedure additional charges, such as postage and handling, may apply.

Once assessed and approved by our Kidscars-toys.com.au team, you will be contacted to proceed with the return, refund or replacement process.

A refund or replacement will not be provided if items are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Timeframes for refunds

Refunds generally take to 5-9 working days to process, and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

Contacting Us

If you have any queries or wish to contact us, please do so by email at support@Kidscars-toys.com.au