Help Centre | Toymate | Online & In Store

Frequently Asked Questions

How can I track my order?

Once your order has been dispatched, an e-mail will be sent with a tracking number. This tracking number can be used through the courier's portal to track what stage your delivery is at and provide an estimated time of arrival at your doorstep. If you do not receive this email, please contact our Customer Service team at customerservice@toymate.com.au with your order number, name, e-mail, and phone number. You can also track your order on our website here https://toymate.com.au/order-tracker/

How do I return an item I purchased from your web store?

We will accept returns for change of mind on products purchased online within 14 days from date of receipt, or if products are found to be faulty within a reasonable time frame. Please follow the steps below:

1. Contact our Customer Service team via email at customerservice@toymate.com.au making sure to include your order number, name, e-mail and phone number.
2. A Customer Service representative will contact you within 24 hours to arrange for the item to be returned.

Please note that if the item is being returned due to change of mind, the customer will need to pay for return delivery of the item.

Alternatively, you can take your item(s) back to any Toymate store, along with proof of purchase, within 14 days of purchasing it for a full refund of exchange. Please be aware that if you opt for a refund, the refund will be processed by our Customer Service team, it will not be refunded by the store teams on the spot.

How do I return a faulty item?

If you have purchased an item deemed to be faulty, we both apologise and request that you please follow the steps below:

Web store purchases
1. Contact our Customer Service team via email at customerservice@toymate.com.au making sure to include your order number, name, e-mail, and phone number.
2. A Customer Service representative will contact you within 24 hours to arrange for the item to be returned.

If the item is faulty, you will not be charged a delivery fee for the return's delivery.

Alternatively, you can take your faulty item(s) back to any Toymate store for a full refund or exchange. Please be aware that if you opt for a refund, the refund will be processed by our Customer Service team, it will not be refunded by the store teams on the spot.

In-store purchases
Please return the item to your nearest Toymate store, making sure you bring your proof of purchase with you. We request that you return the faulty item within a reasonable time frame.

How long will it take to get my web store purchase?

Our standard delivery period is between 7-10 business days, depending on your location. To learn more about our delivery service please,

More info here

Can I return my web store purchase into one of your stores?

You sure can! Please make sure to bring your proof of purchase with you and note that for change of mind returns, you will need to return the item within 14 days of purchasing it.

Please be aware that if you opt for a refund, the refund will be processed by our Customer Service team, it will not be refunded by the store teams on the spot.

How long does it take to process my refund payment?

Our Customer Service team will process your refund as soon as they receive your request. With credit card refunds plesae allow 7-10 business days for the refund to be processed back into your account, depending on your bank.

Need further assistance?

Customer Service Hours

Mon - Fri: 9am - 8pm

Sat - Sun: 9am - 6pm

(All times AEST)