Shipping & Returns

Standard Delivery

Our Standard Delivery service offers nation-wide, reliable door-to-door, street level/ground floor delivery only. Pricing is based on the weight of the items & the zone that your postcode falls into.

Our couriers will not deliver large items upstairs, enter homes, or provide installation/removal services. For cartons that weigh more than 40kg, they will require assistance in unloading.

How Much Is Delivery?

Delivery is calculated based on the location zone, and the weight of the item.

We may offer Free Shipping for certain items.

For Multiple Items, freight is calculated through weight, which will be shown during check-out.

How Do I Know When Delivery Will Arrive?

For all deliveries, once your item has been shipped out to the courier, we’ll send you a detailed email outlining which courier was used, as well as the tracking number.

For Australia Post and Toll IPEC deliveries, we advise to track the order online and it will advise you throughout the stages of delivery. The status should change in the morning, and if it does say “ON FOR DELIVERY”, you should expect to see the item delivered on that day.

For Bluestar Logistics or any Bulky item couriers, they will most likely provide you with a call prior to delivery to schedule in a delivery day. Big and Bulky items will require assistance in unloading.

What If No One Is Home To Accept?

We highly recommend placing your best contact number during the order process, in case where our courier needs to notify & schedule in a delivery day.

For deliveries, orders involving big and bulky items, such as a cubby house, confirmation must be obtained via a phone call, or the carrier may not deliver and will halt until confirmation is received.

If the courier pre-arranges & confirms with a certain delivery day, and arrives with the customer’s goods with no-one at premises to accept the delivery, then a fee will be charged if re-delivery service is requested.

For small to mid-sized items, our couriers most likely will not contact you prior to delivery as they try to push out quick deliveries. In this instance, if no-one is at the delivery address to accept delivery, a card will be left by the courier at the premises with instructions on depot/post-office collection or re-scheduling the delivery. If the “We missed you” delivery card presents a re-delivery option, re-scheduling will not incur any further charges to you.

For Big And Bulky Items, Do I Need To Help The Courier?

Our standard deliveries will come with a one-person driver who is able to unload big & bulky items with the help of another person. Our items are mainly packaged in smaller cartons, so in most cases, no lifting is involved, but simple unloading onto the floor where they may have a hand-trolley or device make things easy.

For extremely big items, such as the Warrigal Cubby House, we advise planning ahead for assistance.

Both standard and express delivery pricing is based on a one-person driver only.

If assistance cannot be provided to the driver, we recommend contacting us at info@toddlerheaven.com.au before placing the order to see if we can offer any alternative solutions.

I Received Less Cartons Or Items Than I Should Have.

In the rare instance that short deliveries occur, we recommend to check all of the cartons on the shipping docket to ensure that they match up with the cartons you’re receiving.

We highly recommend to accept the delivery, mark on the shipping docket that it is delivered short and notify us at info@toddlerheaven.com.au of this occurrence.

Short deliveries do not necessarily mean items are lost, as some couriers tend to push out deliveries as quick as possible, especially during the busy Christmas or shopping seasons.

What Do I Do If My Delivery Arrives Damaged?

Our couriers handle with care, and our packaging includes lots of materials and Styrofoam to prevent any handling or transit damage.

If your carton arrives damaged, we highly recommend to accept the delivery, mark on the shipping docket that the carton has been damaged by crossing out “delivered in good condition”, and notify us at info@toddlerheaven.com.au of this occurrence.

Damage to the packaging may not necessarily mean your item has been damaged. We recommend to accept the delivery, inspect the product and notify us of any damages, with a description of the damage and photos attached so we can organise a repair, parts replacement or replacement for the depending on the issue

Can I Receive My Delivery During The Weekend Of After Business Hours?

Our courier does not deliver on the weekend or after business hours, only on weekdays between 9am to 5pm.

Can I Change My Address After It Has Been Shipped Out?

If the order has been shipped out, we can no longer alter the address or make any changes to your order.

While in the hands of the courier, changing addresses will incur a redirection fee, as our couriers will need to re-label and alter their system to reflect the changes.

Returns

7 Day Satisfaction Guarantee

Here at Toddler Heaven, we understand that shopping online can be difficult. We’ve got lots of dimensions, sizing, pictures and detailed features on each product, to help you finalise your decision.
However, if you do happen to change your mind, we provide a 7-day return policy.

For our 7-day return policy, you must agree that:

  1. The item must be unused and in the same condition you received it, in original packaging
  2. Product has not been assembled
  3. Agree that initial freight costs are not refundable
  4. All money back guarantees are subject to a 15% restocking fee of the sale price to cover the labour costs of picking/repacking the order and returning it to the shelf.

If all conditions are met, contact us within 7 days of your equipment delivery to arrange the return and receive a store credit voucher for an exchange or next purchase.

*Store credit will be in the form of a voucher or gift code to shop at Toddler Heaven Online Store.
Returning the product will be the customer’s responsibility, please send it back to our VIC or NSW offices with the attached ID number so we can identify your return.

Damaged Or Faulty Goods

If you have discovered that the equipment purchased is damaged, faulty or possesses a major problem upon 7 days of receiving your item, you have the right to ask for a refund, exchange or repair