Frequently Asked Questions FAQ - Kids Play Australia

Do you have a retail store?

We are an online business and we do not have any store from which to buy or collect orders.

What are your payment terms?

All products must be paid for before dispatch, using PayPal, credit, debit card or Apple Pay.

Are we price competitive?

Yes, we offer the most competitive prices available and carry a price guarantee policy to provide comfort of mind not just whilst you are purchasing but after you have made a purchase. See Price Guarantee Policy here. 

Can I pre-order items for delivery?

Yes - in the instance that some of our products are out of stock you have the ability to pre-order or you can contact our customer sales team to get an expected stock arrival date. 

How long will it take to answer my email?

We ensure that we respond to all emails within 24 hours of receipt. 

Does the price include delivery?

All item prices are exclusive of delivery. In such a vast country where shipping rates can range dramatically and unfortunately we cannot include delivery within the product prices.  We do however offer the most competitive shipping rates available.  

If you are in Western Australia or Northern Territory and the calculated shipping cost is high please get in contact with us and we will do our best to provide you with the best price available. 

How long do items usually take to be delivered?

We aim to dispatch your goods within 1-5 working days of receipt.  Weekends and Public Holidays are non-working days and if your order has been dispatched on Friday by a next day service, it will be due for delivery on the following Monday. Once your order has been dispatched, you will receive notification via e-mail if you have provided an e-mail address.

Do you ship overseas?

At this time we do not ship overseas. 

Can you ship to PO Box addresses?

We can only deliver to a physical address. 

Can I change my order or delivery address?

It is only possible to change items in your order or the delivery address if your order has not yet been processed. We are not responsible for a change of address. Please make sure that your address is correct before you checkout In 99% of cases your goods will be delivered within the chosen delivery time period. Orders for the remote or regional Australia can sometimes take an extra day to arrive.

It's been over a week and my order has not been delivered. What should I do?

In the unlikely event that your order has not been delivered within the stated time frame please call our sales and customer support team or email us at sales@kidsplay.com.au and we will be happy to track your order for you.

What delivery services do you use?

We use a network of couriers who are reliable, cost effective and are Australia wide including TNT, Toll, Allied Express, Fastway Couriers, Mainfreight, Couriers Please, Northline and Direct Couriers.  

What happens if I am out when my order is delivered?

In the event that you are not home at the time of the delivery, a card will be left by the delivery driver. You can then either wait for the second delivery attempt (usually the next working day) or telephone the number on the card to make an arrangement to collect from their local depot at a convenient time. The local depot number will be listed on the card that is left by the driver.

What should I do if my product breaks down during the guarantee period?

Please visit our customer service Returns & Refunds page.

How do I make complaint or suggestion?

If you have bought a product or have a complaint or suggestion about the online shopping experience then please contact us using our Contact Form.

How do I unsubscribe from your emails?

All of our emails have the option for you to unsubscribe. If you are unable to do this simply email info@kidsplay.com.au and one of the team will be happy to do this for you.