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Customer Care FAQ

1. Ordering
  • Do I need to be a business to order?
    No, we sell to everyone.
  • To create an account, click here . Become a member and receive a 5% discount and volume discounts on all online stock orders.
2. What payment methods do you accept?
  • We accept all credit cards and Paypal.

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3. Can we send samples?
  • We offer a sample service for a flat fee of $12 (including postage and samples). We can provide samples of most of our products. If we cannot offer any of the requested products, we will let you know.
  • How to order samples?
       Purchase this sample , put your request in the order notes (size, colour, or SKU), and we will send you a sample according to your request.
  • Need help to locate the correct sample or have an URGENT request? Contact our fantastic team on(02) 8006 1190 or email [email protected] , and we would be happy to help.
4. What is your return policy?
  • Please read Returns & Refund Policy page for more information.
  • If you received the incorrect product or it does not meet your requirements, please contact us to return it for a refund. Customers must tell our customer support staff in writing at [email protected] within 14 days of receiving their shipment. Customers must return the products to us within 30 days after approval for a refund.
5. Do you offer any discounts?
  • We always offer "Member Discount" and "Bulk Discount".
  • Sign up for our membership automatically gives you a 5% discount. Each product will have a corresponding bulk discount (up to 35% off).

When you order a quantity that reaches the threshold, you automatically receive the corresponding bulk discount (excluding shipping). This discount does not require a coupon code, and it is automatically applied to your cart when you reach the quantity threshold.

For more information on discounts, please visit our Discount Offers page. 
 
6. International Orders
  • Do you ship to international customers?
       Yes, we ship to multiple countries.
  • Payment for international orders is made online primarily through credit card and PayPal transactions. Send us an e-mail to request a shipping quote. Upon receiving your order, we will detail complete billing and shipping information, estimate shipping costs and arrange delivery.
  • For more information, e-mail us: [email protected] or call on(02) 8006 1190.

Free shipping on custom products!
Customized products are usually economical transportation. If you need express delivery, we will charge the corresponding freight.
Sea freight usually takes 7-8 weeks for Australian orders, but it may take 10-12 weeks for other countries, depending on the location. Expedited air freight usually takes 2-4 weeks. It depends on your order.
7. Shipping and Delivery

Inventory Product 

Orders can be supplied in full if goods are in stock, and we strive to ship within 48 hours from our warehouse in Sydney, Australia (excluding weekends and public holidays). 

If you place your order before 11am Monday to Friday, the order will be dispatched on the same day. If you miss the 11am cut-off time, or in the unlikely event that your order cannot be dispatched on the same day, rest assured that it will leave our warehouse on the next working day. 

But depending on our order volume, it may take 1-3 business days to process your order. 

If for any reason we have a stock shortage or are unable to ship within this time frame, we will inform you of the expected delivery date. For urgent orders, we strongly recommend contacting our friendly customer service team for assistance via our "Contact Us" page. Once your order has been dispatched, you will receive tracking advice via email (check your spam).
 
  • Delivery
Our standard delivery time range is 3-12 business days, depending on your location. Please check individual product pages for more information on shipping times. However, due to reasons beyond our control, we cannot guarantee delivery time and orders may be further delayed, and we cannot offer refunds for late deliveries.
 
  • Do you ship outside the Australia?
Yes, we can ship internationally.
       
Payment for international orders is made online primarily through credit card and PayPal transactions. Please send us an e-mail to request a shipping quote. Upon receiving your order, we will detail complete billing and shipping information, estimate shipping costs and arrange delivery.
       
For more information, e-mail us:[email protected] or call on (02) 8006 1190.
 
  • Receiving your shipment 
We strongly recommend indicating authorized departure in the comments section of your order to avoid delays and charges in the event of possible delivery failure.             
Please note that by giving the courier ATL, Karle Packaging, the courier is not responsible for any lost items. We reserve the right to charge additional shipping costs if we are charged for retries or returned deliveries.
 
  • Shipping Costs
You can estimate shipping costs by adding the desired item to your cart and viewing the cart page. You can enter your zip code in a field to estimate shipping costs.

We reserve the right to change the type of courier for any order at our discretion and any changes will not be refunded. This will be avoided where possible, but may occur in the case of multiple packages or large parcels. We will do this to provide the best delivery option/result at the time of shipment and to cover any additional costs of the change.

 

Custom Products

Free shipping on custom products!
Customized products are usually economical transportation. If you need express delivery, we will charge the corresponding freight.

Sea freight usually takes 7-8 weeks for Australian orders, but it may take 10-12 weeks for other countries, depending on the location. Expedited air freight usually takes 2-4 weeks. It depends on your order.