General Info | Toymate | Online & In Store

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/

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.

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.

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

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.

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

Web store purchases
We will refund or exchange a change of mind item within 14 days of its original purchase date, exclusions do apply*.
You can return the item at any Toymate store, or through return delivery to our warehouse. Please see ‘How do I return an item I purchased from your web store?’ for more information.
Please note that the item must be returned to a Toymate store, or our warehouse unopened and in its original packaging.
*Please choose carefully when purchasing dress up costumes as we do not refund or exchange these due to health and hygiene reasons.

In-store purchases
We will refund or exchange a change of mind item within 14 days of its original purchase date, exclusions do apply*. The item must be returned unopened and in its original packaging. Proof of purchase must be provided for refund to be completed.
*Please choose carefully when purchasing dress up costumes as we do not refund or exchange these due to health and hygiene reasons.

Once an order has been dispatched from our Fulfilment Centre, you are unable to change your delivery address. You will know if your order has been dispatched as you will receive an email from Australia Post, or our other couriers with confirming of collection and a tracking order on it.

If your order has not been dispatched and you would like to change your delivery address, please email our Customer Service team at customerservice@toymate.com.au with your order number, name and an updated delivery address.

Thanks for asking! At this stage, our ‘Mates’ program is only offered in stores. You can become a member at any of our stores.
Simply visit a store, spend $90 or more across any number of transactions and you can become a Mate. This means you will receive 5% off all future purchases.
For the full list of conditions surrounding our Mates Program click here

Our Price Match Policy is currently only offered in stores. It applies to any full price item that our Australian competitors are in stock of. For a full list of conditions click here

Your Gift Card balance can be checked in any Toymate store by our our friendly staff. Alternatively, you can email our Customer Service team at customerservice@toymate.com.au please make sure to include your Gift Card number (found on the back of the Gift Card above the barcode)

No, we do not offer layby, however we do offer Zip Pay both instore and on our web store.

Our web store accepts Visa, Mastercard, American Express, Pay Pal and Zip Pay. Our physical Toymate stores accept Visa, Mastercard, American Express and Zip Pay.

We will be launching Click & Collect service in all Toymate Superstores in the future.

We have an instore availability on each of our product pages. Simply click on the button labelled See in-store availability and you will see a list of our stores pop up. It is highly recommended to call ahead to the store if making a dedicated trip to make sure the item is definitely in store. We are launching a new feature around this later in the year to make it even easier. For out store information please click here.