Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Once your order has been placed, we’re unable to make changes or cancellations. This includes switching products, changing quantities, or updating payment details. But don’t worry, if you made a little mistake with your delivery address or contact info, please get in touch with our friendly Customer Service team as soon as possible and we’ll do our best to help!
Here’s what you can do:
- Fill out the Contact Us Form
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 1 hour of placement. This is because orders may be processed once received
Do you ship to PO Boxes or Parcel Lockers?
Do you ship to PO Boxes or Parcel Lockers?
We deliver Australia-wide to home or business addresses, but unfortunately, we’re unable to ship to PO Boxes or parcel lockers. If a PO Box or parcel locker address is provided, your order may be returned to us or incur an additional fee to resend it to a valid street address.
What payment types are accepted?
What payment types are accepted?
Toyworld accepts payments using VISA, MasterCard, PayPal, Afterpay, and Zip.
We also accept Toyworld Gift Cards, as well as third-party gift cards such as the Ultimate Gift Card (Toy & Entertainment category).
Do you accept third-party gift cards (e.g. Ultimate Gift Card or TCN Gift Card)?
Do you accept third-party gift cards (e.g. Ultimate Gift Card or TCN Gift Card)?
Yes! Toyworld accepts both Ultimate Gift Cards, Black Hawk and TCN Gift Cards. These can be used in-store or online, and you can use multiple cards for the same purchase.
Using an Ultimate Gift Card online
- Visit a participating retailer's website (like Toyworld), add items to your cart, and proceed to checkout.
- Enter your Ultimate Gift Card details — card number, CVV, and expiry date — in the credit/debit card section (do not choose the “gift card” payment option).
- Confirm your purchase, just like with a standard Visa debit card.
- If your card doesn’t have enough balance to cover the entire purchase, it’s best to exchange it for a retailer-specific Digital Voucher, then use that to complete your purchase.
- If you have any issues, please reach out to our Customer Service Team for assistance.
- More info: ultimategiftcards.com.au
Using a TCN Gift Card online
- Register or activate your card via Register.Card.Gift if required.
- Visit the TCN website and, if needed, swap your TCN Gift Card for a Toyworld Digital Voucher.
- Use your voucher code at checkout on the Toyworld website.
- If the balance doesn’t cover the total, you can pay the remaining amount with another payment method.
- More Info : thecardnetwork.com.au
Do you ship internationally?
Do you ship internationally?
No, we only ship Australia-wide.
I didn't receive all of my order?
I didn't receive all of my order?
If you've ordered multiple items (yay, thanks so much!), we always try to send everything together. But sometimes, different items may come from different Toyworld stores depending on stock. That means your order might arrive in separate packages and at different times.
Don’t worry, you’ll only be charged one delivery fee, and you’ll get separate tracking links for each delivery so you can follow along.
Think of it as your toys having a little race to your door!
If something still seems to be missing or you're unsure, check your shipping confirmation email and if you’re concerned, our friendly Customer Service team is here to help. Just have your order number handy and we’ll look into it right away.
What happens if an item in my order is out of stock?
What happens if an item in my order is out of stock?
Occasionally, when we go to pack your order, an item may no longer be available. If this happens, we’ll cancel that item and refund the amount back to your original payment method.
The price listed online is different from the price in store?
The price listed online is different from the price in store?
At Toyworld, we aim to offer competitive prices both online and in-store. As our stores are independently owned and operated, prices and promotions may vary between store to store as well as online. Some in-store offers may not be available online, and vice versa. Price matching is at the discretion of individual stores.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
You will receive your tracking number within 3 business days of placing your order, excluding peak periods. Once your order is on the way, delivery typically takes between 3 to 10 business days, as advised by Australia Post.
Please note that we do not offer express shipping at this time. Delivery times may vary depending on your location and could take a little longer during busy periods like sales or holidays.
Do you offer express shipping?
Do you offer express shipping?
We do not offer express shipping at this time.
All parcels are delivered within 3 to 10 business days after dispatch. Thanks for your patience, your order is on its way and worth the wait!
How can I track my order?
How can I track my order?
Once your order has been dispatched you will receive an email with a link. Don't worry, it's a safe link! This link will contain information about your order and it's journey to you.
If you have your tracking number handy, enter the number in the search bar on the Australia Post website: Track My Order
The best way to track and manage your deliveries is with the Australia Post mobile app. Get the AusPost app
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If you need to update your shipping address, please contact our support team within 1 hour of placing your order. We’ll do our best to help before it’s processed.
Once your order has been shipped, we’re unable to make any changes.
Can I collect my online purchase from my nearest store?
Can I collect my online purchase from my nearest store?
Yes, if you have chosen Click & Collect as your delivery method at checkout, you can collect your order from the store you selected.
Please note, if you have chosen home delivery, we are unable to change your order to Click & Collect after it has been placed.
What if I am not home to accept my delivery?
What if I am not home to accept my delivery?
Our courier service (Australia Post) has Authority to Leave by default, meaning your parcel may be delivered to a safe, out of sight location at your address without needing a signature.
If the parcel can’t be safely left, it will be redirected to your local post office. Please keep an eye on your tracking updates. If the parcel isn’t collected within 14 days, it will be returned to us and a reshipping cost will apply to send the item(s) again.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 14-day return policy for online orders, yay! To be eligible, items must be unused, in their original condition, and have all their packaging intact.
Since each Toyworld store is independently owned and operated, returns need to be handled and returned back to the store where you made your purchase. This applies to both online and in-store purchases.
For more details on what can be returned and how to get started, please check out our Return Policy Page
How do I initiate a return?
How do I initiate a return?
To start a return, please use our Contact Us form and select "Return - Online Order Request" from the drop-down menu. Make sure to include your order number and the reason for your return. Our team will then send you all the info you need, including where to send your item.
How long does it take to process my return?
How long does it take to process my return?
Once we receive your returned item, it can take between 3 to 5 business days to process your refund. The refund will be issued to your original payment method, and you’ll receive a confirmation email once it’s been completed.
Please note we do not offer exchanges for online orders.
Can I return a product purchased online to my nearest Toyworld store?
Can I return a product purchased online to my nearest Toyworld store?
Sorry, online purchases cannot be returned to Toyworld stores. As each store is independently owned and operated, all online order returns must be processed through our Customer Service team.
Please contact us via our Contact Us form, and we’ll help you with the best solution.
All refunds will be issued using the original payment method. Delivery charges will only be reimbursed if Toyworld is at fault (such as items damaged in transit). For change of mind or other reasons, delivery fees are non-refundable.