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Customer Service

Shipping & Delivery
We use Australia Post e-parcel service.  Flat rate for orders is $9.95 when the total order is less than $100.  Postage is FREE for orders with a total value of $100 or more (excluding postage).
We aim to pack and to send your order within two working days of your payment being cleared.  
When your parcel is dispatched you will be sent a confirmation e-mail with the tracking number.  This tracking number is scanned during the delivery process and the delivery status information can then be viewed.  The delivery will require a signature on receipt so you may want to put a different delivery address down in the Shipping Information box if you don't want curious little people to know that a present has arrived!  
If you nominate a different delivery address to your billing address (you may not want someone in your house to know we've sent a parcel to their house or the purchase may be a gift for someone else and you want to send it straight to them), we will send your order without an invoice or packing slip so that no-one, other than you, knows how much you spent.
Estimated delivery times are:
Canberra and surrounds: next business day
Sydney, Melbourne and Brisbane: 2 - 3 business days
Adelaide, Hobart, Perth, Darwin and regional centres: 5 - 7 business days.
These are estimated delivery times based on information provided by Australia Post.  However, actual delivery times are outside our control.  If you are unsure about whether an order will arrive to the final destination in time please contact us and we will work with you to try and get your order delivered in your timeframe.  If you live in Canberra or the surrounding region, you are most welcome to collect orders from our at store at 22 Colbee Court, Phillip or to authorise another person to collect the order on your behalf. 
We are small in size but big on the need to minimise our environmental footprint and will pack orders into boxes recycled from suppliers where possible.  While austere on the outside, rest assured that the contents of the box will more than compensate and, if you have selected the gift wrapping option, will be delightfully wrapped. 
We really would love you to pick the gift wrapping option.  All proceeds received for gift wrapping both in-store and through the webstore are donated to Marymead, a not for profit organisation that has been helping local families and children for nearly 50 years. Every year this contribution helps Marymead to provide essential services to many needy children in our community.
Privacy & Security
Childplay Toys respects the privacy and security of your personal information.  While we are not an Australian Privacy Principle (APP) entity for the purposes of the Privacy Act 1988 we consider the right to privacy to be an important international and domestic right and have drafted this statement to inform you about how we manage your personal information.  
Collecting information 
We collect personal information to supply products and services to you.  In order to make purchases through the webstore, we may require information from you through the webstore to process your request and to provide you with quality service and support.  All correspondence may also be collected and stored, particularly in relation to sales, support and accounts, including e-mail correspondence.  Any information collected by Childplay Toys is collected through correspondence or communication from you or your company (if relevant).  Correspondence and communication may include telephone, e-mail, fax or contact directly through our website. 
Use of collected information 
We collect and use your personal information to supply products and services to you, to improve our services to you and to enhance your shopping experience with us.  For example, when you order products and services from us, request information, create an account with us or subscribe to promotional material or engage with us about our store, services, products, suppliers and the companies we work with, we will ask you to provide us with personal information to complete these communications.
Depending on the transaction or request you may be required to provide contact information (such as name, e-mail, postal address or telephone number) and financial information (such as a credit card number and expiration date).  Information obtained to process and to send an order may also be used to contact you if, for instance, we have trouble processing your order.  
Correspondence received from you may be recorded to ensure any issues or queries have been followed up with you and for other relevant business purposes including store planning and team development.  
Childplay Toys may use your personal information for essential communications, including correspondence about a product or purchase, accounts information and critical service details  We may also use this information to provide you with information about promotions, products and services and other relevant topics.  If at any time you do not want to receive such correspondence, please contact us (through the contact points listed on this site) and ask to be removed from any mailing lists. We won't mind.  Promise.
If your personal information is collected by any third party that is not our agent or service provider, we will notifiy you so that you can make an informed choice about whether or not to share your information with that party.
Third Parties
Childplay Toys may, at our discretion, for business purposes, use other third parties to provide essential services in relation to our webstore.  As necessary, for instance, for billing or order fulfillment, we may share your details with a third party to provide a specific service.  Third party providers are prohibited from using your personal information for any other purpose. We will take reasonable steps to ensure that any third party has appropriate privacy and security processes and practices in place before entering any contract with that party.  We do not share any information with third parties for any unknown or unrelated uses. We may disclose personal information to law enforcement agencies, government agencies, courts or external advisers where permitted or required by law  and when we believe that disclosure is necessary to protect our rights or to comply with a judicial proceeding, court order or legal process served on our business. We may also disclose personal information to avoid an imminent threat to a person's life or to public safety.
Links to other websites
As a convenience to you, we may provide links from our website or webstore to third party websites.  If you access those links you will leave our website or service.  These external entities are not covered by our privacy and security statement and we encourage you to read the privacy and security policies of those sites before providing any personal information.  
Access to your information
If your personal information changes, or if you no longer require our service, you can contact us to correct or update your information or  to delete or deactivate collection of your information.  
Storage of your information 
When you enter sensitive financial information (such as credit card numbers) on our webstore, we encrypt that information using secure socket layer technology (SSL). When credit card details are required, these are used to complete the transaction via our secure payments gateway (SecurePay).  We follow accepted industry standards to protect the personal information provided to us, both during transmission and when we receive the information.  
Changes to this Policy Statement 
If we change our privacy policy, we will post those changes here, the website homepage and any other places we consider appropriate so that you are aware of what information we collect, how we use it and under what circumstances, if any, we disclose it.  We reserve the right to modify this privacy statement at any time, so please review it frequently.  If we make significant changes to this policy, we will endeavour to contact  you through the most up to date e-mail address we have for you or by means of a notice on our homepage. 
Returns & Replacements
If an item you have purchased is not as described in our webstore, or contains a fault that is not obvious (or described) at the time of purchase, you can return it within 30 days of the date of purchase for a full refund, exchange or credit. 
This refund policy does not apply to goods that have been worn or used, damaged after delivery, or if the product has been dropped or broken or if any attempt has been made to alter the product.  All products must be returned in their original condition (you are responsible for the cost of returning the item to us. If you are local, you are welcome to bring the item into the Canberra store).  Simply e-mail or call us on 02 62820050 to arrange a refund, exchange or credit.
As anyone who knows children can appreciate, sometimes things mysteriously go missing.  If your order is lost or damaged in transit please contact us to arrange a replacement, refund or credit.
If you would like to purchase a product, enter the quantity and add it to your shopping cart by clicking the "Add to Cart" button.  A cart will then appear in the upper right corner of the page, proceed to checkout once you're ready. 
We accept the following payment methods: Visa, Mastercard and American Express.  We also accept PayPal.
Once you have confirmed the order, wait a few moments and an order confirmation e-mail will be sent to the address you provided. 
International Orders
If you would like to send an order overseas please call the store on 02 62820050 so we can make inquiries for you about availability of the destination, timeframes and shipping costs before you place an order.
If you are overseas and would like an order delivered in Australia, please order away and remember to include the Australian address in the delivery details.
Payment, Pricing & Promotions
Yes, we do have sales and promotions through the year.  The best way to keep in touch about any sales or special offers is to sign up for our newsletter.  Go to our homepage and enter your address in the Newsletter sign up box.  Easy. 
All prices shown are in Australian Dollars (AUD) and inclusive of GST (Goods and Services Tax) but exclusive of delivery charges.
We reserve the right to alter prices on the site without notice.  However, the price of a product displayed on the webstore at the time the order is received will be accepted and honoured as correct.
We accept Visa, Mastercard and American Express as well as PayPal.  We use SecurePay to process payments made by credit card.  Goods are only dispatched once payment has been received and the funds have been cleared. 
Our shopping cart is secure and protected by SSL encryption technology.  SSL (Secure Sockets Layer) is a method of ensure that information submitted through a website is secure and cannot be accessed by unauthorised users.  When a site offers an SSL-secured form, the information submitted via that form (typically credit card information) is encrypted using a special certificate key and then decrypted with another key after it has been transmitted.  When you access a site secured with SSL using your browser, a symbol displays in the browser window indicating that the site is secure.
Viewing Orders
If you set up an Account prior to placing your order, you can check the status online.  You can also see a record of your previous orders (very handy!).  Sign in to check the status of your order.
Updating Account Information
You can choose to register and create a new customer account either by selecting the Log In option on the Home page or during the Checkout process.  By creating an account you can view previous orders, record your shipping and billing addresses and other contact information and, you can also update those details as required.  We encourage you to keep this information current as these details enable us to contact you (including in relation to an order).  For more information please see our site privacy and security statement.