10% off all Ugears products - more details
FAQ Page
Do you offer Pick Up?
As we are an online only store, we operates from our warehouse in Victoria. We are not open to the public for browsing, if you are in a hurry, express shipping is available for you to choose during checkout.
Do I need to create an account to purchase?
You can checkout as a guest, but there are benefits of creating an account:
1. All your purchases and history are saved in your account for your convenience.
2. Shop faster with access to your previous orders in your history.
Can I change or cancel my order once I have checked out?
Orders cannot be changed or cancelled once placed, however if you do wish to change or cancel your order, please contact the customer service team as soon as possible, they will attempt to hold the order for you. However, this is not guaranteed due to the fast processing time. To avoid disappointment, please ensure you check your address and order details are entered correctly.
When should I expect my order?
Delivery time is dependent on the shipping method selected and the distance of the delivery destination. Normally it takes 2-7 business days for Australia Post to deliver your order with standard postage. However, this can take longer during holiday season or when courier companies are experiencing delays. If you are experiencing unexpected delays, beyond seven working days or more, please get in touch so we can investigate the matter further for you.
Please note orders placed late on Friday or over the weekend get collected by the courier on following Monday, which can also increase the delivery time.
What if I am not at home to accept the delivery?
Most of our orders are delivered by Australia Post, if you are not home when the courier attempts to deliver your order, they will typically take the item to the nearest post office and leave a pick-up notice card in your letter box or any other safe place. This card contains the details needed to collect the item,please ensure to pick up your item within 10 business days. Otherwise, it will be returned to sender. If returned, we will contact you and either arrange another delivery (Re-shipment fees will apply), or we will arrange a refund of the order value less any incurred delivery costs.
Is the postage fee refundable when return requested?
The delivery charges will only be reimbursed to you if Above toys is at fault. This involves the wrong item being delivered, a manufacturers fault with the product.In all other circumstances, including change of mind, delivery charges will not be reimbursed.
What if my ordered products are out of stock?
From time to time when we go to pick your order, we may be unable to locate products on your order, should this occur, we will contact you and assist in selecting a suitable replacement product, we will also assist in the delivery arrangements or have the out-of-stock product cancelled and refunded where a suitable product can’t be found.
Do you sell on online marketplaces?
Yes, we also sell toys on eBay and Catch. You can visit our store via the links below: