Frequently Asked Questions

What are my payment options?

QualityToys.com.au accepts Visa and MasterCard credit card payments, as well as payments through Paypal. We also accept direct deposits and cash on pickup. Please note that orders will not be processed until payment has cleared, so paying by direct deposit may delay your order by several days.

Do you ship overseas?

All prices listed are in Australian Dollars and include GST. At this time, we only ship within Australia. New Zealand customers please contact us for pricing details.

Are online transactions secure?

QualityToys.com.au processes all payments through a Paypal secure system. We do not forward or sell your details to any outside sources.

How do I know if the products I want to order are in stock?

Quality Toys strives to keep all items in stock in quantities to meet your requirements. From time to time our suppliers may place items on backorder without the knowledge of Quality Toys. If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you immediately to let you know and provide you with the option to replace or refund your order. If you have any questions regarding this, please contact us at orders@qualitytoys.com.au

Do products arrive assembled?

Many of our products come with packaging options included. However, unless specified, products do not come pre-assembled. Please read the product description provided on the product page for details.

Will I receive a confirmation of my order?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address.

Can I collect my order in person?

Yes - pickup is available from our warehouse at 3/23 Shearson Crescent, Mentone, VIC and is by appointment only. The warehouse does not have the products on display and is for pickup purposes only. Please contact us to make an appointment.

Do you have a shopfront I can visit to view your products?

No - whilst we offer pickup from our warehouse there is no showroom to view items. Please place all orders via our website.

How long does it take to receive my order?

We aim to have goods dispatched within 3 working days of your order being placed. If a delay outside of this timeframe is expected you will be notified via email immediately.

How do I check the status of my order?

To check on the status of your order, please send an email to orders@qualitytoys.com.au. You will need to quote your order number and email address to retrieve the status of your order. We will respond to email inquiries within 24 hours.

What are my shipping options?

Quality Toys uses an Australia Post for all deliveries however a courier may be used for heavier items (whichever is cheaper). We do not try to make profits off shipping and will do our best to ensure accurate pricing. Should you wish to register your parcel for tracking purposes, please indicate this at the time of booking. A fee of $1.50 will apply for parcel registration.

Will I receive a shipment confirmation?

Should you wish to register your parcel for tracking, you will receive an email containing any applicable tracking number(s) which will allow you track your order on the E-Go Courier website (www.e-go.com.au)or the Australia Post website (www.austpost.com.au). Some items ship separately and you may receive multiple emails with more than one tracking number.

Can I rush my order?

We will do our best to ensure that your order ships in time for your event. If you need your items urgently, please email orders@qualitytoys.com.au to discuss whether your order can be expedited.

Do I have to sign for the delivery?

Parcels that are sent via the Australia Post network do not require a signature on delivery. Courier items will require a signature however you can opt to have your parcel left by our courier if you are not home to receive the goods. Please note that if you request your parcel to be left, Quality Toys takes no responsibility for the parcel being lost or stolen. Please consider getting items delivered to a daytime work address if you are not home during the day.

I wasn't there to sign for the delivery. Can it be resent?

Quality Toys delivery charge covers the courier delivering to the shipping address you gave us one time only, or leaving the parcel if you requested this. You can collect your parcel from your local E-Go depot, or organise a redelivery at another time at your cost. Australia Post items will be carded for collection at your local post office if you are not home to receive them.

What is your refund and exchange policy?

We do our best to provide detailed descriptions of our products including dimensions and weight including information on packaging. As it can be difficult to ascertain some products over the internet, we offer a 100% Satisfaction Guarantee. If for any reason you're not happy with an item that you buy from us, simply return it within 7 days of receipt of the product for a prompt exchange or credit to be used in our store within 12 months (your choice).

Shipping charges are only refundable if:

  • We made an error on your order
  • There is damage to your order in shipping for which you have taken insurance

Our generous return policy does not apply to items returned after your event date and items that are not in their original packaging. The returns policy does not apply to sale items. Items purchased at sale prices cannot be exchanged or refunded. A restocking fee may be charged at our discretion. We will communicate any charges with you.

If you have purchased the wrong size or colour, or you are not entirely happy with your purchase, Quality Toys will offer an exchange or credit note to the value of the items purchased, under the following conditions:

  • All products must be returned within seven days of receipt.
  • The product(s) must be as new (unused and undamaged) and with their original packaging intact.
  • No returns or exchanges on personalised, custom coloured or sale items
  • No returns or exchanges on bulk orders of 40 items or more

To organise an exchange or credit note, email sarah@qualitytoys.com.au with the following details: Your Name, Order Number, Product Name/Code, Reason for exchange.

What happens with damaged, missing or defective products?

All claims for damaged, defective or missing product(s) must be filed with Quality Toys within 7 days of receiving your order. Email customer service at sarah@qualitytoys.com.au

Quality Toys is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. Insurance can be offered for $5.50 which will cover you in such instances. We will happily assist you in filing a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled.

Can I cancel or change my order?

We try to help where we can and can usually cancel or amend and order if the warehouse has not processed your request. If you have any questions about this, please email us at sarah@qualitytoys.com.au.

How do I provide general feedback?

Feel free to offer any feedback, good or bad to sarah@qualitytoys.com.au - we would love to hear from you

I have a general enquiry. Who do I contact?

Please email us:

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