Frequently Asked Questions, Delivery Info & Privacy

QUESTIONS:

Do you have a mailing list?

Yes, by joining our mailing list you will receive regular Toy Fest newsletters detailing our specials, new products and any other information.

To join, simply log on as a Toy Fest Customer and place a tick in box to the join the Toy Fest Mailing List.

How do we know you have received our order?

You will receive an order received confirmation via e-mail. If need be we will email if there is any issue with your order.

Otherwise you will receive an email to inform you that your order has been processed and dispatched.

Please note: Orders are not binding upon Toy Fest until availability of the product has been confirmed.

What happens if my order is out of stock?

We endeavor to maintain accurate stock figures, as well as we make every effort not to be out of stock.

However there will be times when due to popular demand we are unable to fulfill your order.
We apologise for this.

As part of our business we attend may Early Childhood Events throughout NZ where we direct sell to Centres this can also impact of the accuracy of our stock levels.

If we are not able to supply the goods that you have ordered we will contact you ASAP by sending you email within 24-48 hours to notify you of the products unavailability.

At that time you can cancel the order or wait until the item is available.

I want an item but it is showing as out of stock?

If an item is marked out of stock and you are interested in it please email as on and we give you details on whether the item can be ordered and approximately how long it would take.

How do we make payment?

We accept payments by cheque and welcome direct credit. If you elect to pay by cheque, please email us for our postal details will be sent to you by e-mail on confirmation of your order.

Orders paid for by cheque will be dispatched after your cheque has cleared, please allow up to 5-7 working for this.

Please make any cheques payable to Toy Fest Limited.

You can also deposit your payment directly to our bank account - details will be sent to you by e-mail on confirmation of your order.

Orders paid for by direct credit will be dispatched after the funds have cleared.

Credit card payments are accepted via Paypal. 

Can we pick up our order?

Orders can be picked up by arrangement. Due to the nature of our business, we are often visiting clients so please email us to arrange a suitable time. This can be arranged from Cashmere in Christchurch or from Ohoka, North Canterbury.

If I pay for the goods can you please delivery to another address?

We can deliver to your work or home address anywhere in NZ.

Please ensure that there is someone to receive your order during regular work hours at the address you have provided for delivery.

This is done at the checkout stage where it asks you to confirm the delivery address.

Can you deliver on a certain date or meet urgent orders?

Please note this on your order or email and we will advise if we can meet your chosen date. We cannot guarantee it will be possible as we rely on external parties (couriers), but we will certainly do our utmost.

Do you delivery Overseas?

Sorry at this stage no we do not delivery overseas.

FREIGHT

What are you delivery charges?

We are proud to announce our affordable Toy Fest delivery service:  

Orders over $100.00 are FREIGHT FREE within New Zealand!!!!

Order under $100.00 are $6.50 nationwide!

Orders under $100.00 in Christchurch are only $3.50!!!

PLEASE NOTE: we charge NO extra for Rural Delivery.

Toy Fest uses signature required courier services to delivery the majority of our orders. However onn occassion we may use non signature for smaller deliveries.

Also please note all rural delivery items are couriered to the closest depot then the final stage is delivered to you by your rural delivery postie.

In the case that the items is too large to be delivered by your local postie. We will notify you and give you the option to pick up from the closest depot or cancel the order.

PLEASE NOTE: we do not deliver to PO Box Addresses, a Physical Address is required. 

You should normally expect to receive your purchase within seven working days.

If there is a delay with your item(s) we will email you to let you know when you can expect them.

North Island orders: approximately 2 to 7 working days.

South Island orders:approximately 1 to 5 working days.

Please note: rural delivery may take a little longer.

These are your estimated delivery times after payment for your order has been received.

Please also ensure someone will be there to sign for the delivery as signature is required and the goods will not be left otherwise, instead a calling card will be left.

Unfortunately, we do not offer Saturday delivery or overnight delivery options. If you wish to have either of these services these can be arranges at an additional charge.

What happens if my goods are damaged in transit?

If your order is delivered and is either broken or faulty, please contact us as soon as possible. Any problems should be notified within 48 hours of delivery, by email or phone.

Any transit breakage will be replaced or credited. Replacements are subject to stock availability.

What happens if the goods are faulty or I change my mind?

In accordance with legislative requirements which cannot be altered by contract, and at our discretion, customers are entitled to receive a replacement or refund or equivalent amount of credit, if they receive goods that are over or short supplied, not ordered, damaged or faulty. Notification must be made to Toy Fest within 7 days of receipt of goods. Failure to advise Toy Fest wiithin 7 days may result in your request being declined.

Once approved, the customer service team will issue a Returns Authority Number and provide you with details of how to return the goods. Goods should not be returned without receiving a Return Authority Number from our Customer Service department, as this will delay or may invalidate any claim.

Approved returned goods must be received by Toy Fest complete and in the original packaging and condition in which they were delivered to you, for a credit to be issued.

Please note – for any damaged items a photo is required before a return authorisation is issued.

If you change your mind about a product after delivery, we may at our discretion provide you with a refund or an equivalent amount in credit. In all instances the return freight is at your cost. A return request must be made to Toy Fest within 7 days of receipt of goods.

Once a return request has been approved, the customer service team will issue you with a Return Authority Number and provide you with details of how to return the goods. Goods should not be returned without receiving a Return Authority Number from our Customer Service department, as this will invalidate any claim. All returned goods must be received complete and undamaged for the claim to be processed.

Please note: shipping is not refundable on returns.

Privacy – Is our personal information passed on?

We do not divulge any information of any kind to any third party at all.

If you have elected to receive our newsletter we will use your email address to notify you of information relating to Toy Fest such as new products, upcoming specials and other events.

Terms and Conditions:

Colours and Representations Different computer screens may display colours slightly differently, and so the images on this site are to be used as a representation of the products appearance only.

Additionally, manufacturers reserve the right to change colours and features of the products without notice.

When we are made aware of these changes, we will update the website to match, but sometimes this means that colours and features of the products supplied may differ from those given on this site.  If we are aware of this prior to the order being sent we will advise you and inform you.  you will then have the opportunity to cancel the order or to proceed.

Product Warranty:

Toy Fest will meet our obligations under the Consumers Guarantees Act. There is an exception to this if you are buying a product or service to use in or for your business, in which case the Consumer Guarantees Act will not apply.

Please be careful to select the age appropriate items for children and ensure the relevant adult supervision is provided.

Payment Terms and Pricing:

All prices are displayed in New Zealand Dollars, include Goods & Services Tax (GST) of 15%, and exclude freight charges.

All prices are correct at time of publication; however we reserve the right to alter the price for any reason.

IMPORTANT: Toy Fest Ltd remains the owners of the Products we supply to you until you have paid in full all amounts that you owe to us for all the Products.

Failure to do so will be referred to debt collectors and all associated debt collection fees will be on charged to your outstanding account.

Toy Fest: info@toyfest.net         021 224 8697     fax: 03 339 2156