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Deliveries and Returns

My order is over $69 and I cannot get free delivery
	GoToddler.com.au popularity is all about reliability and Free & Fast Delivery Discover for yourself why many are choosing GoToddler's services and do not give up if the system is not allowing you free delivery Save your money with free delivery - 95% of our orders are free delivery, it is quite unlikely yours is not! Remember - to qualify for free delivery your order 1) must include all Free Delivery items. Please go and check that your product page includes a little green truck item ( 90% of the products do qualify) 2) must be over $69 - if you are applying a discount code and the total spend of your order, after the discount code is applied, is under $69 incl. GST your order does NOT qualify for free delivery anymore 3) must be directed to a Free Delivery area - while the Delivery Terms indicate which postal codes qualify for which area, the check out page works on the information specified in the State/Province of the SHIPPING Address. If your State/Province does not correspond to a free delivery area the free delivery option is not presented at check-out. Free Delivery areas are Metro Areas of the Capital Cities Eastern Seaboard and selected Coastal Towns/Areas of NSW (e.g. Newcastle, Byron Bay, etc. ), VIC (e.g. Bendigo and Ballarat) , QLD (e.g Gold Coast and Sunshine Coast). You can select your area with a toggle which indicates your area, then the system translates that in a State/Province code ending with a number ( NSW1, VIC1, etc.). Please do not change that. Our couriers do not worry about that number, while our system does, and would not allow free delivery if that is changed. We normally dispatch your order on the same day if you order before 1pm, so do not delay it any longer. It is easier for us to help if we can check your order in full. If your checkout page is still not presenting your order with a free delivery option, please place your order without the option Pay By Phone, then call us on 02-9905 6380 and we will be able to support the last steps of your order
What is Auto-Delivery
	Auto-delivery is a recurring order that is automatically shipped to you Find your product, place your first order on the item with the AUTO-DELIVERY option and never run out again. We'll remind you when we are about to send you the next shipment and charge your credit card again For example, when your delivery is set for every month, after three-weeks we will remind you that we are delivering, and we will simply confirm payment of the existing order after few days, or you can add new products to your order, change your nappies size or simply delay or cancel the delivery The Auto-Delivery option has now been extended to all the most popular brands on the website. Auto-Delivery is currently available on the following brands Huggies nappies + wipes combo Pampers nappies Bambo Nature Nappies Moltex Nappies Naty eco nappies Bambeco wipes Gaia wipes Reynard dry wipes wotnot wipes Angelcare nappy disposal refill bags Sangenic nappy disposal refill bags If you wish your repeat order to be included as an auto-delivery option please do not hesitate to suggest it to admin@gotoddler.com.au Save money and sit backSave even more off our already low prices with auto-delivery and relax knowing you will never forget your baby essentials again! Auto-Delivery orders are normally free delivery and you can save additional money, from 5 to 26% on normal prices depending on the product No lock in contracts If you want to pause, cancel or update your auto-delivery order with us you can do at any time, just send us an email to info@gotoddler.com.au. Also, if we have to update prices and you do not wish to order at the new prices, you are free to stop the auto-delivery at any time So, why wouldn't you? Discover for yourself why many are choosing GoToddler's simple and convenient auto-delivery service.
Your website states 1-2 business days delivery is estimated - Why you do not guarantee delivery timeframes
	95% of our deliveries happen within the timeframe we expect and state and we are here to support when needed. However here is why we cannot guarantee, but only estimate, delivery timeframes Day, time and time of year of the order-orders placed after 1 pm get processed the next working day; orders on the weekend are not processed until the Monday; November and December are very busy for couriers, etc.). 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. We are located in Sydney so a minimum of 2 courier drivers handle a Sydney delivery after dispatch. For interstate-up to 5 people. Your location- Sydney customers generally enjoy faster delivery times as we are also located in Sydney, whereas WA rural customers can expect to wait over a week. The weather-just like public transport, everything runs more slowly in bad weather. Courier companies are run by humans, so parcels can get misdirected, mis-scanned or go missing for a length of time (though these instances are rare). These are just some examples of how your delivery speed can be affected. Other Frequently Asked Questions about delivery 1. 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. 2. Can I track my parcel? Yes. All dispatched parcels will have a tracking number. This tracking number will be visible when you log into your account. 3. Can I request a courier to call me to make sure I am at home ? No, couriers do not call recipients of parcels prior to a delivery attempt. 4. Can I 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 will not take responsibility (i.e. not replace it) if it goes missing. 5. Can I 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. 6. Can I 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. 7. What happens if I am 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. 8. Can I request for my parcel to be carded automatically to my local post office if I am not at home ? Yes 9. Can I ask that my parcel be sent Australia Post Registered Mail (that is I have to sign for it) . Yes 10. Do you delivery to PO Boxes ? Yes, with Australia Post only. 11. 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. 12. 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. 13. Can I request a parcel point pickup ? Yes, for Fastway Couriers only. This has to be communicated to GoToddler in delivery instructions or via phone 14. 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. 15. 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. 16. 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. 17. What happens if I have received the wrong item(s)? Packers are only human and they sometimes make mistakes! Email or call us and we will give you an Australia Post freepost 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. 18. Can I request a parcel to be wrapped sufficiently so that the outer carton(s) of the products arrive in a condition that the product can be given as a gift? Yes, but this has to be communicated to GoToddler in order/delivery instructions when placing the order.
What is GoToddler return policy? How to return a product
	How to return a product - How and when you get a refund for items not received or returned Your complete satisfaction is our top priority! If you are not 100% satisfied with your purchase for any reason, we will gladly accept returns of packages up to 365 days of the sale date and issue a full refund of the products included. However it is necessary to agree the return with our customer service representatives and delivery charges may not be refunded. Please read below and contact us at info@gotoddler.com.au if you have any questions. We will pay for the return shipping, when you have received the wrong product or a damaged item, or you have ordered a wrong item due to an inaccuracy of the description on The GoToddler Website. All we ask is that the product is not expired, is in the same condition you received it and is in the original box and/or packaging: we cannot accept return of opened items. If the return is due to an ordering mistake ( i.e. the order included an item which was not meant to be included) or simply you have changed your mind about the purchase of the item, all we ask is that you pay the return delivery charges and the eventual handling & delivery charges of (re)sending the intended items. In these cases there is no Free Handling & Delivery Charges. Handling & Delivery Charges will be calculated according to the GoToddler Website Delivery Terms, excluding the free handling & delivery option, and must be agreed with a GoToddler Team member. Also please note that in general we do not guarantee delivery timeframes. While over 95% of our orders are delivered within 1-2 business days, some delays may occur. When the order has not been dispatched yet you cancel the order at any time. If you decide to cancel your order when it has already been dispatched, we will accept to refund you the items included in the order. All we ask, again, is that you pay the return delivery charges and the eventual handling & delivery charges of (re)sending the intended items. In these cases there is no Free Handling & Delivery Charges. Handling & Delivery Charges will be calculated according to the GoToddler Website Delivery Terms, excluding the free handling & delivery option, and must be agreed with a GoToddler Team member. Please note that, due to health and safety regulations, we cannot accept returns of baby food & formula, safety gates, safety gate extensions, baby seats, opened nappies boxes or accessories items. A Product Return shipping is easy! To return any item(s), simply contact The GoToddler Team via email (info@gotoddler.com.au). A friendly GoToddler team member will take care of the details (i.e. which amount will be refunded, if a specific product is returnable, how and when the refund will be performed, etc.). Your return may then be dropped off at any of thousands of Australia Post office locations. Please do not return items to GoToddler, or to any or our suppliers, without having agreed the return terms and the eventual refund with the GoToddler Team member. When you have agreed your return please ask your customer service representative of a RAN - Return Agreement Number. GoToddler reserves the right not to refund items returned without prior agreement with our customer service members, therefore without a RAN. Once your return is received at the GoToddler warehouse, you will receive the agreed refund,or your correct item(s) will be (re)sent, along with an email message confirming receipt/dispatch of the new items. Refund Amount: If the value of your return subsequently puts your total order under $69, and you did not initially pay for delivery, then your normal delivery fee will be deducted from the value of your return (as your order will therefore no longer qualify for free delivery). Refunds are generally done weekly every Wednesday - so if your return is received by Tuesday you will receive your refund by the following Wednesday Packing And Sending Your Return The box the items were originally shipped in can be reused if the sizing is appropriate. If you have agreed return charges refund or intend to ask refund of packaging material please include Australia Post receipts in the package and specify your Order Number and RAN. Please send via Australia Post Regular Mail, or use the reply paid number if you have agreed with The GoToddler Team member a return free of charge Please send your return to GoToddler AEK eCommerce Group Pty Ltd (Ampar Pty Ltd) C/O Coastal warehouse, BLDG 7, Warehouse 3, 14-54 Dennistoun Avenue (Enter Through Breezeway Entrance, Coastal Warehouse is the last warehouse on the left) Yennora Distribution Centre, Loftus Road, Yennora, NSW 2161 Australia Please do not hesitate with any questions or concerns to The GoToddler Team via email (info@gotoddler.com.au)