I’m gift shopping and sending the item direct to the recipient – can you wrap my order?
No. Unfortunately, due to the sheer volume of items being sent out, we are unable to gift wrap or write in cards. Each package will contain a picking slip, but this does not show anything other the product description. There is no mention of price on a picking slip.
I am overseas and want to buy something but can’t put in my address for billing.
Because we only ship to Australian addresses, we don’t have the facility to put in an overseas address. If you are overseas and want to ship to an Australian address, just use the recipient address (with your name) for billing. In the ‘NOTES’ section, write “o/s billing” followed by your address, then continue with payment as normal. We will change the billing address manually at our end.
I’m new to online shopping – is it really safe to buy on pooltoysaustralia.com.au?
Yes, pooltoysaustralia.com.au is a safe website. We are an Australian company, based in Queensland. When it comes time to process your order, you’ll notice you are redirected to a third party secure payment site, which is 128 bit SSL encrypted. The address bar will change to https/ rather than http/, and may also feature a small yellow padlock icon on the bottom left corner of your screen. For added peace of mind, you can also verify the SSL certificate by clicking on the GeoTrust icon on the bottom left hand side of the screen.
My order has arrived, but is damaged. What do I do?
Any goods damaged in transit will be replaced. Please advise us immediately – please refer to our Returns Policy for more detail.
I’ve changed my mind. Can I return it?
If the packaging has not been opened, yes, you can return the item (at your own cost), for a full refund of the purchase price. Please refer to our Returns Policy for more detail.
Our Returns Policy
If the goods are defective upon receipt, please contact us immediately for an RRN (Returns Reference Number).
If you receive your order, and you were sent the wrong products, please ask us for an RRN. If you receive the product and you do not want it, or have changed your mind, please contact us to discuss your options.
There is no exchange or return of goods if the carton has been opened (unless the product is faulty), or if the goods have been in your possession for more than 30 days.
Who pays shipping for returned products?
If the product you received is not the product you ordered, or is faulty, we pay the cost of returning the item. If the product is returned for any other reason, you will incur the cost of the return.
Are you an Australian company?
Absolutely. We are based in Queensland, and are 100% Australian.
Is pick-up available?
We are an online store with no shopfront, which means we cannot offer pick-up. This keeps our overheads down, which means our prices stay low too.