Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
PLACING AN ORDER
How do I place an order online?
Orders are placed using our easy to use, and secure online shopping. Simply proceed to the checkout once your order is completed. Your order will only be submitted once you’ve selected the “Process my order” button.
How will I know that Purple Turtle Toys has received my order?
You will receive an order confirmation email indicating that your order has been received. This email will be sent to the email address that you provide on the checkout page.
How will I know that my order has been shipped?
You will also receive an email informing you that your order has shipped. We have implemented this system in order to keep you up to date with the status of your order.
Can I place my order by phone?
Yes, we are happy to accept phone orders. If you don’t want to submit an order online, simply use the ‘contact’ link located under the customer service menu. Fill out the contact form indicating that you would like to place a phone order, and you will be contacted the same day to have your telephone order processed.
What credit cards do you accept?
We accept Visa, Mastercard, and American Express. We do not charge through cards unless the order is in stock and ready to ship.
What if I don’t have a credit card?
If you prefer not to use a credit card, simply proceed with your order to the checkout page where you can select ‘direct deposit’ as your payment method. Once you have completed your order, an order confirmation email will be sent to you, containing our banking information. We recommend that you email email@example.com to advise that your payment has been made, as this will facilitate in the prompt despatch of your goods.
I’m worried about my order reaching me. How can I be sure that I will receive my order?
We only use secure delivery methods that deliver straight to your door. Depending on the size of you order, it will be delivered either by Australia Post (registered delivery) or by courier service. Whatever method we use, your signature must be obtained on delivery.
What if I’m not home when my order arrives?
The best way to ensure prompt delivery is to provide an address that is attended during the day. If you are not home during the day, it is better to provide a work address for delivery.
If you do provide a residential address, and you happen to miss the delivery, a calling card will be left to indicate that delivery was attempted. If your order was sent via Australia Post you will be notified that your parcel is being held at your local post office awaiting collection. For larger items, the courier company will leave a calling card asking you to contact them for re-delivery on a day that you are home.
How are your delivery fees calculated?
We have always offered a flat-rate delivery fee, and this still applies to major metro areas. Despite increased fuel costs (and corresponding increases from courier companies) we are proud to maintain this flat-rate system, enabling you to shop knowing that shipping is only $12. This simplifies ordering for you, and guarantees affordable delivery. If your delivery address is outside a major metro area and you have ordered bulky items, you will be contacted by email with a quotation prior to shipping.
Orders over $300 are delivered free.
Do you deliver to countries other than Australia?
Sorry, at this time we only deliver within Australia. Orders from international customers for delivery within Australia are welcome.
How long will it take to receive my order?
Each product listing on our website provides an estimated shipping time. For example, if a product says “usually ships in 2 days” this means that it usually takes two days for us to have your order ready to despatch from our warehouse. How long it will take to reach you, of course, depends on your location.
Purple Turtle Toys is based in Melbourne, Victoria. Estimated delivery times to major metropolitan areas are as follows:
Please note, this is an estimated guide only, and delivery times may vary. You will be contacted if there are any delays in despatching your goods.
Do you offer gift-wrapping?
Yes, gift-wrapping is available as an option on the checkout page. When you select gift-wrapping the charge is automatically calculated for you, and itemised separately from the rest of the invoice.
I am ordering a number of gifts for more than one child. Can you wrap these individually?
Yes, the option to have the gifts wrapped separately appears on a pop-down menu in the same gift-wrapping section on the checkout page.
What about a card?
Any gift-wrap purchased receives an optional hand-written gift tag, free of charge. Simply enter your gift tag message, and this will be hand-written for you to personalise your gift.
I don’t want the receiver to see the invoice. Can you deliver my order without an invoice, and invoice me separately?
We have this option built into our ordering system. Simply select the “please do not include an invoice with delivery” tick-box when you checkout. The invoice will be sent to you separately.
What if I don’t select gift-wrapping and gift-tag? How will the receiver know who sent the gift?
Even if you elect to have no gift-wrapping, no gift tag, and no invoice included with your gift, all deliveries contain a packing slip (this itemises the products without any prices). The packing slip will also include the name of the sender.
What is your returns policy?
If you order a product, and for any reason are not happy with your choice when it arrives, we will gladly offer a full refund on unopened stock in its original saleable condition. You will be refunded to the full value of the item (less shipping charges) as long as you have not opened or damaged the packaging or product in any way. Please contact firstname.lastname@example.org to receive return authorisation within 7 days of purchase.
Any questions still unanswered?
If you have any questions not answered by our FAQ, please email your enquiry to email@example.com . Please do not hesitate to contact us if you need any further assistance.
We can also be contacted by phone on (03) 9012 3352, or by fax (03) 8610 2004.