Frequently Asked Questions

Customer Service:
  1. What is your Head Office address?
  2. What is your phone number?
  3. Is your customer service department open on Public Holidays?
  4. How long will it take to answer my email?
  5. How do I make a complaint?
  6. How do I pass on a compliment?
Returns:
  1. Do your pre-paid labels cover international returns?
  2. How long does it take for me to get a refund?
  3. I want to return my purchase! What do I do?
  4. My order is damaged, what do I do?
  5. I would like to return a gift that was sent to me. How do I do that?
My order:
  1. Do you do back orders?
  2. How much stock do you have?
  3. How can I write a review on a product?
  4. Do you gift wrap?
  5. Do you have a catalog?
  6. How do I unsubscribe from any of your mailing lists?
  7. How do I use my Coupon Code?
  8. I tried to check out and the item in my shopping cart disappeared, what happened?
  9. Is the item I want going to go on specials soon?
  10. My email address has changed. How do I update this information to my current account?
  11. The item I want is out of stock. What do I do now?

Payment Information:

  1. Do you accept international credit cards?
  2. Do you allow Money Orders?
  3. Do you charge sales tax on any item?
  4. Is it safe to use my credit card on your site?
  5. Is it safe to use my debit card online?
  6. What forms of payment do you accept?
  7. What can cause my order to be delayed?
  8. How do I sign up for PayPal?
  9. How do I use a Paypal payment option?
  10. What do I do if I have questions about my PayPal account?
  11. When are funds transferred out of my PayPal account for my order?
Shipping:
  1. Do you ship internationally?
  2. Do you ship to PO Boxes addresses?
  3. How are orders shipped and delivered to New Zealand?
  4. How can I track my order?
  5. How long will it be before I receive my order?
  6. Oops! I accidentally placed my order with normal 4-5 business day delivery shipping, but I need the order tomorrow!
  7. Oops! I accidentally placed my order with the incorrect shipping address. What should I do?
  8. What are the shipping charges for returning an order?
  9. What do you charge for standard shipping an order?
  10. Will I have to sign for my package?
About uToys:
  1. Are there any benefits to having an account with you?
  2. Do you donate to charity?
  3. Is The uToys on social media sites?
  4. Do you sell toys for disabled children?
  5. How can I get assistance if I need it?
  6. How do I know it is safe to shop with you?
  7. Is there a way I can learn more about the uToys Family?
  8. What is your shipping and return policies?
Order Status Questions:
1. How do I change or cancel my order?
2. What is the status of my order?

Technical:

  1. What are cookies? Do I need to enable cookies on my browser?
  2. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

Customer Service:

 

1. What is your Head Office address?

If you wish to write in to us our Head Office address is:

The uTOYS University

P.O. Box 393 Wahroonga

NSW 2076.

2. What is your phone number?

The number for our customer service team is in progress to be arranged. In a meantime please contact us via support@utoys.com.au

3. Is your customer service department open on Public Holidays?

Our customer service team are not available over the public holidays.

4. How long will it take to answer my email?

We aim to respond to all emails within 24 hours of receipt (please allow a little longer if you email over the weekend or a Public Holidays).

5. How do I make a complaint?

We hope that you will be more than happy with your order or the service we have provided but in the unlikely event that you wish to complain, please write in to our Customer Services Manager at our Head Office address:

The uTOYS Kids University

P.O. Box 393 Wahroonga

NSW 2076.

Alternatively you can email us support@utoys.com.au

6.How do I pass on a compliment?

We would love to hear your positive feedback.

Please write in to our Customer Services Manager at our Head Office address:

The uToys Kids University

P.O. Box 393 Wahroonga

NSW 2076.

Alternatively you can email us support@utoys.com.au

Returns:

 

1.Do your pre-paid labels cover international returns?

Regrettably, our pre-paid labels do not cover the price for international returns. To use our pre-paid labels, shipments must be sent from Australia.

2. How long does it take for me to get a refund?

It may take 4-7 business days for your return to reach the uToys Warehouse. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is processed to your account.

3. I want to return my purchase! What do I do?

If you are not 100% satisfied with your purchase, you can return your order to the warehouse for a full refund (Returns must be unused, in the state you received them, and in the original packaging).

The easiest way for you to return the merchandise is to get a pre-paid label from uToys Return Form.


  1. Print out and fill out The Return Form. You will need the packing slip you received with your order.
  2. Contact us and we provide Reply Paid Parcel Number.
  3. Print out a free return label - your domestic shipping costs are prepaid.
  4. Pack all items with the Easy Returns Form in a secure carton or reuse the original packaging. Ensure that the product is packaged securely, we reserve the right to refuse refund/exchange for any damage to the product in transit as a result of poor packaging. 

  5. Attach the Reply Paid Parcel Number Label to your package. Be sure to cover any old labels with the new one, or just peel them off.  A black marker can also be used to cover any existing bar codes.

Make sure the merchandise in the condition you received them (original, unused, re-saleable condition) and in the original box and/or packaging and place it in a shipping box.< You may drop off your return at any authorized AU Post shipping location, but please do not drop your return off at a drop box.  To find the nearest authorized shipping location, please visit http://auspost.com.au. It may take 4-5 business days for your return to reach the uToys Fulfillment Center. Once your return is received and inspected by the fulfillment center (usually within 72 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

4. My order is damaged, what do I do? 
In the unlikely event you receive an item that is damaged or proves to be faulty please follow the uToys Returns & Exchange Policy. We will do our best to provide a replacement or refund.
 
5. I would like to return a gift that was sent to me. How do I do that? 
uToys.com.au is very sorry that your gift did not work for you. Any gift item being returned will be refunded with a shopping voucher sent to your email address.To return or exchange your gift, please follow the Returns & Exchanges Policy depending on the reason for return
 
 

My Order:

 
1. Do you do back orders? No. We do not do back orders.
If an item is out of stock the uToys Customer Team will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.
 
2. How much stock do you have?

Our customer services team will be able to give you approximate stock levels for our stores.

Please call  Monday to Friday, 9am to 5pm Sydney Time.

3. How can I write a review on a product? 
You can write a product review in with just 5 easy steps:
 
  1. On any product page, scroll down and on the left-hand part of the screen, underneath the ‘Customer Feedback section’, you will see a button titled ‘Write a review for this product’.
  2. Once you click on that button you will see an image of the product, a text box, a rating section, and three sections on how the product fits. Please fill in as much information as you’d like. You can also insert your name can upload your own photo for this product if you want.
  3. Once you’ve submitted your review, it may take up to 48 hours for it to appear on the site.

Please visit http://www.utoys.com.au/terms-of-use to review the legal terms and conditions concerning your submission of reviews.

4.  Do you have a catalog? 
No. Currently, we have a 'virtual' catalog. In order to ensure that our customers have access to the most current educational toys, prices, developing skills, and overall selection, we do not publish a catalog that you may purchase directly from. Plus, with all the toys that we carry, a catalog would be as big as a phone book! If there is a particular toy or learning skill that you are interested in, please feel free to contact us and we will be happy to help you locate it.
 
5. Do you gift wrap?
Unfortunately this is not a service that we offer at the present time.
 
6. How do I unsubscribe from any of your mailing lists?
There is quick and easy ways to unsubscribe from our mailing list. Email us at customerservice@utoys.com.au/cs@utoys.com.au and one of our customer services representatives will unsubscribe your email address.

7.How do I use my Coupon Code? Using your code is as easy as 1-2-3!

  1. Place all of the items in your shopping cart.
  2. Under the Grand Total, click on "Have a Coupon Code? Add it here".
  3. Enter the code in the new box and click "Update Grand Total".
 
8. I tried to check out and the item in my shopping cart disappeared, what happened? 
We are sorry that you were not able to complete your order. The selection on uToys.com.au is live and reflects what is in stock at that moment.  Placing an item in your shopping cart does not guarantee your right to purchase that item.  Until you have completed the checkout process, another customer may purchase the item even if it is in your cart.  If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.
 
9. Is the item I want going to go on specials soon? 
Unfortunately, uTous.com.au does not know if an item will go on specials or be marked down until it actually happens. It is possible for different items within the same category or brand to have different prices. The best way to catch a great sale would be to visit the specials page.
 
10. My email address has changed. 
How do I update this information to my current account? You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
 
  1. Visit the website and click on "My Account" in the upper right-hand corner of the page.
  2. Log in to your account by typing your previous e-mail address and password.
  3. Once logged in, click on "Edit Profile," towards the right hand side of the page.
  4. Type your new e-mail address on lines 3 and 4.
  5. Verify your "Current password" at the bottom.
  6. Click "Update Now."
  7. Your e-mail will be updated.
 
11. The item I want is out of stock. What do I do now? 
uToys.com is very sorry that the item that you need is out of stock. Items are available on a 'first come, first served' basis, so please make sure that you place your order quickly.

 

Payment Information:

 
1. Do you accept international credit cards? 
Currently uToys.com.au can accept international credit cards but we can only ship to an address within Australia and New Zealand and its territories. Please note that the credit card must be issused and contain a logo from either Visa and Mastercard. On the checkout page, there will be a billing and shipping section. Please do the following:
 

For the billing information

  • Enter your street address on Address Line 1.
  • Enter your City, County or Province, and Postal Code on Address Line 2.
  • Enter your Country  for the city.
  • Enter AAA for the state.
  • Enter 1111 for the zip code.

For the shipping information

  • Please enter the correct information in the appropriate field.

Orders placed with the use of an International Credit Card may take up to 72 hours to finalize prior to shipping.  We apologize for any inconvenience this may cause.

2. Do you allow Cashier's Checks or Money Orders? 
No. At this time uToys.com.au does not accept Money Orders.
 
3. Do you charge sales tax on any item? 
Goods for delivery outside Australia may be subject to import duties, taxes and/or customs charges. These charges are levied once the parcel arrives at its destination, and must be paid by the recipient.
 
4. Is it safe to use my credit card on your site? 
Yes! uToys.com.au understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.
  • Review the Safe Shopping Guarantee
  • Review the Secure Shopping
5. Is it safe to use my debit card online? Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
 
6. What forms of payment do you accept? uToys.com.au currently accepts Visa, MasterCard and PayPal for all orders.
 
7.What can cause my order to be delayed?
  1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.
  2. We all love sending gifts to others and ourselves, as much as we love receiving them. However, if you are shipping to an address other than your billing address your order may be delayed.
 
8. How do I sign up for PayPal? 
You can sign up for a PayPal account by going to https://www.paypal.com.
 
9. How do I use a Paypal payment option? 
Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.
 
10.What do I do if I have questions about my PayPal account
You may contact PayPal customer service go to https://www.paypal.com for support and additional information.
 
11. When are funds transferred out of my PayPal account for my order?
PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can go to https://www.paypal.com for support and additional information.
 

Shipping:

 

1. Do you ship internationally? 

We do not ship to international locations other than New Zealand.

2. Do you ship to PO Boxes?
Shipments can be sent to both PO Boxes addresses. Please allow additional time for orders shipped to these addresses.

3. How are orders shipped and delivered to New Zealand? 
NZ Postage & Handling Fee is based on weight, this rate is shown at checkout. Australia Post Air Mail can take 3-10 business days for arrival to these locations.

4. How can I track my order? 
Once an order has shipped out, we will send you an email with the tracking number. Just click on the link and it will take you to the AU Post website.

5. How long will it be before I receive my order? 

For standard shipping, you should receive your order within 1-6 business days (Australia wide).
Please allow additional time for shipments to New Zealand and PO Boxes addresses.

6. Oops! I accidentally placed my order with standard 2-6 business day delivery shipping, but I need the order tomorrow!
If you’ve just finished placing your order, please call us and we’ll try to modify your order to next business day shipping assuming we haven’t yet hit our 12 pm cutoff time. Please know that an additional shipping charge will apply. If more than an hour has passed, chances are good that our warehouse team has already packed and shipped your order! In either case, please call us for further assistance so that we can help get your order to you.

7. Oops! I accidentally placed my order with the incorrect shipping address. What should I do?
If you’ve just finished placing your order, please call us and we’ll update the address before the order ships from our fulfillment center. If more than an hour has passed, chances are good that our warehouse team has already packed and shipped your order! In either case, please call us for further assistance so that we can help get your order to you.

8. What are the shipping charges for returning an order?
There are no return shipping charges for orders originally shipped to a destination within Australia. Please note Au Post return shipments must also be shipped from Australia. 

More About Our Returns & Exchanges Policy

9. What do you charge for standard shipping an order?
All orders over AU$99 shipped to a destination within Australia addresses are shipped free of charge. And all orders less AU$99 shipped to a destination within Australia addresses are shipped with AU$9.90 flat rate.

10. Will I have to sign for my package?
uToys requires a signature when we ship your package.

About uToys:

1. Are there any benefits to having an account with you?

With your uToys.com.au account, you will have access to the following information:
  • Your Account Information
  • Your Order History
  • Process a Return
  • Your Wish List
  • Your Email Subscriptions
  • Your Coupons

2. Do you donate to charity?

The uTOYS University supports many local charities and schools.

If you would like us to consider making a donation, please send your request, in writing, to our head office address:

The uToys Kids University

P.O. Box 393 Wahroonga

NSW 2076.

3. Is The uToys on social media sites?

To keep up to date with The uToys news and events you can:

Follow @uToys on Twitter

or

Like us on Facebook

4. Do you sell toys for disabled children?

Whilst we do not have a specific section of toys for people with disabilities, we do like to think that, as we stock a very wide range of toys for all ages and tastes, there should be something in store suitable for everybody. 

5. How can I get assistance if I need it?
There are two Quick and Easy Solutions - We're Here to Help You!

Call the uToys Customer Team: The number for our customer service team is in progress to be arranged. In a meantime please contact us via support@utoys.com.au
 
Email the uToys.com.au: support@utoys.com.au
 
uToys looks forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible. Email the uToys Customer Team.
 
6. How do I know it is safe to shop with you? uToys.com.au takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it.
 
  • Safe Shopping Guarantee - Shop With Confidence
  • Secure Shopping - Protecting Your Personal Information
  • Our Privacy Policy
7. Is there a way I can learn more about the uToys Family?
 
We Are a Service Company That Happens to Sell ___________:
 
We believe that if we give our customers a great shopping experience, then growth in sales will eventually come on their own. So rather than focusing on maximizing profits, we focus on maximizing the service that we provide.

We are committed to your complete satisfaction; it is our top priority. In addition to offering a wide variety of merchandise, we strive to provide you with the best service in the industry.

About
Contact Information
Customer Testimonials
Glossary of Terms
 
8. What is your shipping and return policies?
 
uTOYS.com.au offers Free Standard Shipping Australia-Wide on All Orders over AU$99 from our warehouse in Sydney.
We believe that in order to have the best possible online shopping experience, our customers should not have to pay for domestic return shipping either. If, for whatever reason, you're not happy with your purchase just complete our easy Returns Form. Your returns back to the warehouse are absolutely free. With our 100 day return policy, there are no special catches or exceptions.
For more details please see:
 
  • uToys.com Delivery Information
  • uToys Return & Exchanges
  • (Self Service) Return Instructions

 

Order Status Questions:

1. How do I change or cancel my order? 
Please contact the uToys Customer Support immediately if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel.
 
2. What is the status of my order? 
After placing an order, you can view the order status 24 hours a day by simply clicking on the "My Account" link at the top right corner of every page of uToys.com.au. From there, you will be able to view information about your order.
 

Technical:

1. What are cookies? Do I need to enable cookies on my browser?

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

You need to enable cookies on your browser to enjoy all the shopping features on uToys.comau. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top of the page.

For more information about how we use cookies, See Our Privacy Policy.

2. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

Please double check the credit card number and expiration date on your card. Also, please be aware that uToys.com.au currently accepts Visa and MasterCard for credit card payment.

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