FAQ

FAQs

Wooden Toys

Are your toys safe for children?

Safety for children is our number one priority here at the Wooden Toy Store. We always very carefully screen and test our toys before offering them for sale to you. We also do our utmost to ensure that all of our toys are painted in lead-free paint and no formaldehyde is used in their construction. Finally, we endeavour to provide you with information on which toys may have smaller parts that will require adult supervision for smaller children less than 3 years of age.

Are your toys eco-friendly?

The Wooden Toy Store sources and imports wooden toys from around the world. Wood is the world's most environmentally friendly and renewable raw material. A very high proportion of our wooden toys are made from sustainable regenerating plantations (generally Rubberwood). Additionally, many of our toy suppliers use wood from well managed forests that have been certified by the Forest Stewardship Council (FSC). This means that they meet the social, economic and ecological needs of present and future generations (by not using natural forests, harmful pesticides, genetically-modified trees, and respecting indigenous peoples). Finally, it is also important to remember that when our wooden toys do finally come to the end of their useful life, they biodegrade, causing less harm to the environment and future generations - this is in direct contrast to plastic toys, which are generally non-biodegradable.

Ordering and Payment

How do I make an order?

We have several different options for ordering:

Online Order. You can place your wooden toy order directly online at the Wooden Toy Store www.woodentoystore.co.nz

Telephone Order. You can call 0800 366 566 (free call within New Zealand) or +64 (9) 419 9313 (Australian & International customers) and we will take your wooden toy order over the phone.

Email Order. You can email us your wooden toy order to orders@woodentoystore.co.nz. Please remember to include the details of the items you wish to purchase, your contact details, whether the item is a gift, and how you would prefer to pay for your order - by credit card, cash, cheque, or internet banking (direct credit).

How do I pay for my order?

We have several different payment options:

Pay by Credit Card. This is the simplest and most convenient way of online shopping. We accept payments by Visa and Mastercard (unfortunately, we are unable to accept Amercian Express payments at this time). Just enter your credit card details when prompted at the shopping cart and your credit card will be charged to the value of your purchase in New Zealand dollars (subject to authorisation). We can also take your credit card payment over the phone. Please call 0800 366 566 (free call within New Zealand) to place your order and provide us with your credit card details.

Pay By Direct Credit (Internet Banking). New Zealand customers can pay by direct credit via internet banking. Shipment will be made once funds are cleared, so please bear in mind that it can take several days for funds to appear in our account.

Pay by Cheque. Please include the details of the items you wish to purchase, your contact details, and mail to us with your cheque payment (made payable to "Wooden Toy Store Ltd"). We note that your cheque must be cleared before we can ship your purchase.

Do you ship to Australia & other International destinations?

At the current time we only ship orders to New Zealand addresses. All transactions are charged in New Zealand dollars (NZD).

Shipping and Delivery

How will my order be delivered?

We use Fastway and PBT Couriers for delivery all of our parcels within New Zealand. Fastway and PBT Couriers provide a reliable and prompt delivery service. We are able to provide you with a tracking number so that you can track your package online within transit. If you require the tracking number, please email us at support@woodentoystore.co.nz. By default, a signature will be required for confirmation of delivery. If no one is home at the time of delivery, a notification card will be left in your post box. Your parcel will then be taken to your closest depot awaiting collection or re-delivery.

Please note that we cannot deliver to a PO Box address.

What are the delivery costs?

We offer FREE DELIVERY in New Zealand for ALL orders over $150 (incl. to Rural Delivery addresses). Our nationwide standard delivery charge is $6.50 for orders less than $150.

How soon will my order arrive?

We will generally despatch your order within 1 working day (excluding weekends and public holidays). This means that, for most standard orders, delivery will be made the next working day after despatch. Rural and South Island deliveries may take a little longer (2-3 days after despatch).

Gifts and Gift Wrapping

Can you arrange to have my order sent as a gift?

Absolutely! We provide a gift wrapping service should you request it. Your greeting or message will be handwritten in an attractive gift card. Please remember to advise us of the lucky recipient's name and address when placing your order at the shopping cart. Our gift wrapped items are appropriately packaged to protect the toys and are wrapped in a special paper and finished with stylish ribbon. An additional charge of $4.95 per item will apply for this service.

Exchanges and Returns

What is your Refund & Exchange Policy?

If you're not happy, then we're not happy! We hope you will be thrilled with your purchase from the Wooden Toy Store and we do our utmost to ensure that you have accurate shopping information and that everything reaches you in perfect condition. However, we understand that occasionally you might want to return goods to us. We therefore provide a no risk - 100% Satisfaction Guarantee. If for any reason you're not happy with our products, return them to us within 14 days of purchase and we will refund or exchange them, no questions asked.

Please note that:

All refunds are for goods only. We do not refund your delivery costs. If you qualified for free delivery (order over $150), we will deduct the delivery charges you would have paid from your refund amount.
We will only accept goods that are unused, in a saleable condition, and in their original undamaged/unaltered packaging.
We will only accept goods returned with prior notification.
We recommend that you send your parcel recorded delivery, as we cannot accept responsibility for goods that are damaged or lost in transit.
Refunds or exchanges for items bought as gifts can only be given to the person who bought the gift.
We endeavour to process returns and exchanges as soon as we can.
We reserve the right to refuse a refund or exchange if the goods have been used, or if the original packaging has been altered or damaged in any way.
We reserve the right to refuse a refund or exchange if the goods are returned later than 14 days after purchase. Please check all goods thoroughly on delivery.
This Refund & Exchange Policy excludes all sale items.

What if I have received a faulty or defective product?

In the unlikely event that you receive a faulty or defective product, please email us on support@woodentoystore.co.nz as soon as you can, so we can meet our obligations under the Consumer Guarantees Act and take care of it promptly for you.

Privacy Policy

What is your privacy policy?

The Wooden Toy Store Ltd is committed to exceptional customer service and we will never share your information to any 3rd party. We understand that your privacy and the security of your personal information are of paramount importance and it is something which we are 100% committed to safeguarding. We do record all customer transactions, which is typical in any online store. This enables us to be able to respond quickly to your queries regarding products ordered or returned. By placing an order with the Wooden Toy Store you authorise us to send you, from time to time, our promotional emails, newsletters and information on the most relevant sales offers/new products to you. If you do not wish to receive our newsletter, please click 'unsubscribe' at the bottom of any Wooden Toy Store email.

Security

Is your website secure for online shopping?

Here at the Wooden Toy Store, we are committed to safe shopping. When purchasing with a credit card, we never see or store your credit card number as all payment processing is entrusted to our partner, DPS. When you input your card details, the process is handled by DPS in encrypted code using 128bit encryption technology and SSL (Secure Sockets Layer). We do not store or record any credit card information at any stage in the transaction. Please contact us here at the Wooden Toy Store should you have any further questions on online security.