Please check the links above if you have specific questions about delivery time frames and charge
GoToddler preferred delivery providers are Fastway Couriers and Australia Post.
Normally we use Fastway Couriers for Sydney, Melbourne, Brisbane and Newcastle, Australia Post for other delivery areas.
Both these delivery providers are very fast and reliable however they do not guarantee delivery time frames.
So, even if we dispatch/ship orders as soon as possible, often within 1-2 hours after order is placed,
we CANNOT GUARANTEE DELIVERY TIME FRAMES.
This is to be able to offer you FREE DELIVERY. We do not deliver fresh produce or luxury items, and this delivery solution has proven to be still very fast and has been very successful over 7 years of operations over 130,000 parcels delivered
With this type of service set up here are a few suggestions/ideas on how delivery time frames may be affected
Day, time of the order
orders
placed after 1 pm get processed the next working day; orders on the weekend are
not processed until the Monday
Whether the product is in stock or not-we do
endeavour to get our stock counts right and try our best to update our website
and customers when things are not in stock. If something is not in stock, you
order will probably not be dispatched the next working day.
How many couriers are involved in handling your
order depending on your location
GoToddler warehouse is located in Sydney Northern Beaches - a minimum of 2 courier drivers handle a
Sydney delivery after dispatch. For interstate-up to 5 people.
Sydney customers generally enjoy
12-24 hours delivery times, WA rural customers
can expect to wait over a week.
The weather
Everything runs more slowly in bad weather.
Natural disasters-floods and fires etc., slow
down deliveries.
Dispatch times - What does dispatch mean?
This is where your order leaves our warehouse with a courier.
This is different from delivery, which means that the parcel arrives at its
destination.
Can you track your parcel?
Yes. All dispatched parcels will have a tracking number. This
tracking number will be visible when you log into your account. However some Australia Post parcels may require our customer service member assistance to track the item
Can you request a courier to call to make sure you are at home ?
No, usually no . Normally couriers do not
call recipients of parcels prior to a delivery attempt. However some courier driver may. In case you are not at home Fastway Couriers are paid to re-deliver within one week, Australia Post may drop at the Local Post Office. They both would leave a card to make sure you are aware a parcel re-delivery or pick-up is awaiting your action
Can you ask
for a parcel to be left at the nominated delivery address?
Yes, and it
would normally be left at the front door (you can specify a particular placed
near the front door as well).
However please note that if you give this written
Authority To Leave (ATL) on your delivery instructions, upon confirmation of
delivery by the designated courier, GoToddler/ Delivery Providers will not take responsibility
(i.e. not replace it) if it goes missing.
Can you ask
for a parcel to be left at the back door ?
Yes, but it may not necessarily be
complied with (instead delivered to the front door). Drivers of all courier
companies are not obliged nor expected to enter the rear of a property to
deliver a parcel, especially if it means opening a gate, greeting a pet or
access is difficult. The delivery instructions are followed by the drivers
where possible but occasionally they are not able to be followed.
Can you ask
for my parcel to be delivered on a specific day ?
Yes, but we cannot
guarantee it, as we have limited control over the delivery process by the courier
company. However you can always ask to delay the dispatch of an order
What
happens if you are not home to receive my delivery, and I have not left an ATL
?
Fastway Couriers will card you to organise a redelivery, while Australia Post
would normally leave it anyway (unless they don't feel it is safe to do so) and
in this event they would leave you a card to collect at your local Post Office.
Can you request for my parcel to be carded automatically to my local post office if I
am not at home ?
Yes, with Australia Post Only
Can you ask
that my parcel be sent Australia Post Registered Mail (that is customer have to sign
for it) ?
Yes.
Do GoToddler delivers to PO Boxes?
Yes. Via Australia Post only.
Are
parcels sent via Australia Post normally left at the door even if I have not
given an ATL?
Yes, however they will
only do so if they feel it is safe, which is at the discretion of the driver
(the exception to this would be a Registered Post article). If they do not
leave it, they will leave you a collection card.
Are
parcels sent via Fastway Couriers normally left at the door even if I have not
given an ATL?
No, you would have to
sign for your parcel.
Can I
request a parcel point pickup?
Yes, for Fastway Couriers only. This has to
be communicated to GoToddler in delivery instructions
What do I
do when I have made a mistake with my order?
It is best to leave a phone
message on our answering machine ASAP first, followed up by an email.
What do I
do when I have made a mistake with my delivery details?
It is best to leave
a phone message on our answering machine ASAP first, followed up by an email.
Note that if the parcel is already in transit, we cannot change a delivery
address with Australia Post, however we can do so if the parcel is with Fastway
Couriers.
What do I
do when I can't find a small Item from my order?
Check your whole order
first, especially in nappy boxes, as there is usually room in them for small
items to be included. If you still can't find the item, have notes been written
on your packing slip that the item is out of stock and to be refunded? If you
still can't ascertain the whereabouts of the item, please email us.
What
happens if I have received the wrong item(s)?
We do hand-pick and pack your order. Warehouse staff are only human and
they sometimes make mistakes! Email or call us and we will give you an
Australia Post free post address to return the goods free of charge via
Australia Post. You will be required to go to your local Post Office and hand
over the suitably packaged incorrect item(s) with the supplied address. Once we
receive the return, we will then send you out the correct goods.
Please note this is the only we we accept returned goods. Our Couriers do not pick up goods at home.
Please leave a message for The GoToddler Team via email info@gotoddler.com.au for any further inquiries.
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