Frequently Asked Questions

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?

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.

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.

 

 

 

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:

 

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.

 

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:

 

 

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.

 

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:

 

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

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.

Shipping:

1. Do you ship internationally? 

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

About uToys:

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

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?