1,Is my information secure?
  • This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security on all pages. Most websites only use SSL Encryption on the checkout pages, to provide you with additional security we use SSL on every page of the Toy Universe website.
  • We use Shopify Payments as our payment gateway to process all of our credit card payments to ensure the safety and security of your payment information.
  • We don't share or sell your personal information to anyone.

2,Has my order shipped?
  • We aim to dispatch your order as soon as possible after it is received.
  • Orders placed prior to 10am are shipped the same day.
  • Orders placed after 10am are shipped next business day.
  • Please note : some items on our website take 3 to 4 business days to dispatch, these items are clearly marked near the Add to Cart button. If your order contains these items your order will be dispatched within the stated time.
  • Please note that orders do not ship on Saturdays, Sundays or Public Holidays.
  • You will receive an email when your order leaves our warehouse. You can also view the status of your order in the My Account tab of our home page.
  • Please Note : as your shipping confirmation email contains a link to track your order, please check your spam folder if you have not received this email.

3, Can I cancel or change my order once i have paid?
  • Orders cannot be cancelled or changed once placed, in order to offer our customers a fast and reliable service orders are processed immediately that they are received.
  • As changes are not possible once your order is placed, please ensure you check your address and order details are entered correctly.

4,How do i track my order?
  • Once your order is shipped, you will receive an email with a tracking number. Please note if you have not received this email, please check the spam folder in your emails as it contains links to track your order and some email systems mark this as spam.
  • If you can't track your order, contact us and we can do this for you.

5,My order is late or it never arrived.
  • Track your order by using the tracking number contained in your shipping email, whilst our carriers are required to notify you when they have attempted delivery, occasionally your order may be waiting at the local Post Office or courier depot for pick up .
  • If you aren't able to track your order or you have not been notified of its location please contact us and we will locate your parcel for you.

6,An item is missing or incorrect in my shipment.
  • We make every effort to ensure all your products are correctly delivered, however sometimes mistakes are made - don't worry - we will cover all the costs involved in getting the correct or missing product to you as soon as possible. Contact us and we will fix the issue immediately.
  • Occasionally, items are shipped in separate shipments, if an item is missing from your order it may be in a second parcel, please check your tracking as tracking will show multiple boxes.

7,My product is faulty or missing parts.
  • Go to the Returns Page, enter your order details and name. Follow the prompts from here and a replacement product will be on its way to you as soon as possible.

8,I don't want the product anymore and wish to return it.
  • For Change of Mind Returns we ask :
  • That you return the products within 30 days of purchase.
  • If the returned item was what you ordered and is not damaged or faulty but you've since changed your mind then we ask that you pay for returning the item to us. Please note that you must lodge a Return online or your return may not be accepted.
  • If you would like to receive an alternate product, please note that standard shipping charges will apply.
  • Once the item is received by our warehouse in original, unopened packaging and in a saleable condition a refund for the value of the returned item only, will be processed within 5 business days.
  • Please Note :
  • Store credit will be processed for the purchase amount of the product only, not including shipping costs.
  • Refunds will only be processed back into the original method of payment and are not transferrable for cash.
  • We recommend that you return items using a service with a tracking number as you are responsible for the item being received back into our warehouse.
  • Unauthorised returns or returns of damaged, opened products or otherwise products in an unsellable condition will not be accepted and will be returned to sender at the sender's cost.
  • To request a return please complete a Return Request on out RETURNS page.

9,What payment methods do you accopt?
  • Paypal