FAQ AND INFORMATION ABOUT CORONAVIRUS (COVID-19)
IF YOU, OR ANYONE YOU LIVE WITH IS UNWELL OR IN QUARANTINE - DO NOT COME TO OUR STORE - STAY HOME, WE CAN DELIVER TO YOU
If you require any information about COVID-19 and restrictions in place to national or local areas, please visit https://www.health.gov.au/ [opens in new page]
Is your retail store open?
YES WE ARE, our retail shopfront is still open at this stage with restricted hours (9am to 1pm Monday to Friday, 10am to 1pm Saturdays) - HOWEVER, this may change at short notice due to Local and National Government requirements and to ensure the health wellbeing of our staff and our patrons. If the time comes for us to close the shopfront, we will still continue to operate online.
Is your online store still open?
YES IT IS and will continue to do so even in the event our shopfront is required to close.
Are there any impacts to deliveries?
YES THERE ARE. As customers are moving towards shopping online and the reduction of air travel due to Governement Restrictions, Customers will see delays across the postal network.
Australia Post has warned that while they are still working and operating, customers will expect to see significant delays. This is predominately due to increase on the next work, and the limited Passenger Flights across Australia in which cargo and mail is sent upon. This will be most notiable on the Express Postage network. Some customers have experienced quicker delivery times whereas some have also experienced slower delivery times.
Updated information from Australia Post can be found here >> https://auspost.com.au/about-us/news-media/important-updates/coronavirus
INTERNATIONAL CUSTOMERS - some countries are no longer accepting mail and parcels, and/or restrictions are imposed. This list changes daily and it is important you check with your local Government and Postal Services first before placing an order as we may not be able to send your order until restrictions in your Country have been lifted.
Are there any impacts to stock lines and supplies?
YES THERE IS. Due to the demand in hobby supplies Australia wide and Overseas, some lines may be sold out or be delayed in replenishment. Some brand lines are also impacted where factories have been temporarily shut down. Please also note: due to the Australian dollar and the economic hit, some international brand prices will rise as result when replensihed.
I live locally but I am in isolation, can you still deliver to me?
YES WE CAN and this is recommended. We do not encourage you to send someone to purchase or collect any orders you have placed as your health is important and we don't want you to risk any exposure, even if this is through a carer or relative. We ask when completing an online order, you mark in the comments 'IN ISOLATION' so that way we can notify the courier to ensure safe and adequate measures are taken when delivering your goods.
I've heard Australia Post is delivering parcels differently in light of Coronavirus, is this true?
THIS IS CORRECT and respectfully, this is to protect the health and wellbeing staff of courier drivers and to minimise the spread of the virus. This will only be noticable for those who have 'Signature on Delivery' or for parcels being collected at a Post Office.
When Australia Post goes to deliver your parcel, they may ask 'ARE YOU UNWELL?' and if you respond with a YES, they will leave your parcel on the doorstep and ask you to refrain from collecting the item until they have left. Please note, even if you aren't unwell, Australia Post staff will sign for your parcel on your behalf to ensure safe handling and social distancing is enforced.
IF YOU ARE UNWELL, DO NOT ATTEND THE POST OFFICE OR LPO TO COLLECT YOUR PARCEL.
More information about this can be found on the Australia Post website https://auspost.com.au/about-us/news-media/important-updates/update-to-domestic-parcel-delivery-procedure
SHIPPING & HANDLING INFORMATION
How much does Shipping cost
Little Train Shop charges a flat shipping rate of A$7.95 for all orders under the value of A$100 for standard shipping Australia Wide (excluding dangerous goods).
Express post and International Post is also available at the checkout screen and variers based on the total weight of the order and the distance of travel.
Orders exceeding $100 will be provided with FREE STANDARD SHIPPING AU WIDE.
Free standard shipping applies to online and phone orders exceeding A$100. When an order has met the minimum order threshold, the free shipping option will become available at the checkout screen. Free shipping is not available for International Deliveries and orders containing Dangerous Goods.
Express post is available on orders exceeing A$100 and rates vary based on the total weight of the order and the distance of travel.
Same-Day Dispatch Guarantee (excludes weekends & public holidays)
WE ARE NOT ABLE TO OFFER THIS AT THIS TIME, DUE TO THE INCREASE DEMAND ON ONLINE ORDERS. ORDER PROCESSING TIMES ARE CURRENTLY 24-48 HOURS.
Do you offer instore Pickup
Yes we do. 'Click-and-Collect' can be selected as your delivery method at the checkout screen (this option is only available to regions within 100km of our Launceston Store). When your order is ready for collection, you'll receieve an SMS message if you provided a mobile phone number, along with an email notice. Please bring suitable photo ID with you so we can assure we're handing over the order to the correct person.
Where do you ship to
We ship Australia Wide (including to outlying areas) from our retail shopfront in Launceston (Shop 4/77 George Town Road, Newnham 7248 Tasmania, Australia) via Australia Post and StarTrack Couriers. We also ship worldwide using local couirers affiliated with Australia Post.
Can I Track my order
Yes you can. Once your order has been completed and dispatched, we will send you an email with your postage tracking links. You will also be able to access these links by logging into your account and viewing your order. We use Australia Post, StarTrack Couriers and their affiliated network partners. To track your parcel, simply visit https://auspost.com.au/mypost/track/#/search and enter in your tracking number.
Below is a guide from Australia Post on expected delivery timeframes. Please note, this is a guide only and does not take into account busy periods or service delays and disruptions:
|TASMANIA||1 - 2 business days|
|VIC, SA & NSW||2 - 5 business days|
|ACT & QLD||5 - 7 business days|
|NT & WA||7 - 10 business days|
|OUTLYING ISLANDS||7 - 14 business days|
|INTERNATIONAL||7 - 14 business days|
The products I just ordered now show OUT OF STOCK - why is this?
Our online webstore uses live time inventory tracking to provide customers with 'as-close-to-accurate' stock levels as much as possible, linking our retail shopfront and our online platform. You can see the stock quantity levels just above the ADD TO CART BUTTON in the product description.
If you purchased the last quantity of that item, it will show out of stock after you have completed your order. This ensures we don't oversell the product quanitity in which we don't have and to prevent disppaointment.
Partial Dispatch Rules (mix of instock and pre-order items)
If you have ordered a mixture of instock and pre-order items, your order will not be sent until all items are in stock and are ready to send.
If you wish to have part of your order dispatched, please contact us to advise. A flat rate fee of $7.95 may be applicable for the extra shipment (greater for International locations).
Products that contain aerosols, paints and liquids can only be sent by road freight to a physical Australian address. Someone over the age of 18 must be present to receive the parcel, otherwise a calling card will be left (additional charges may be payable by the customer from the courier company for making a second or subsequent delivery attempt). Dangerous goods items take longer to deliver due to being sent as road freight only. Express Post options is not available on Dangerous goods.
Dangerous goods cannot be sent to International Locations, Parcel Lockers, Post Office Boxes and some restrictions apply to Outlying Areas.
Orders containing dangerous goods may include a delivery surcharge (automatically generated at the checkout screen) and may be exempt from Free Shipping and Flat Rate promotions.
Authority to Leave
With the exception of telephone orders, dangerous goods, International orders, orders over $500 or as requested by the customer, all parcels will be marked with 'Authority to Leave' to prevent delays from getting your goodies. However, Australia Post and StarTrack make the final decision on whether to leave a Parcel based on coditions of the premises and access.
Telephone orders will be required to provide ID and sign for delivery on arrival. This is to minimise and prevent credit card fraud and identity theft. There is no additional charge from Little Train Shop for this service.
NOTICE: Please note that Australia Post is unable to offer some International Postal services during the COVID19 pandemic. If your Country has inbound postal restrictions, we will not be able to send your order until these have been lifted.
International Orders are currently dispatched via Australia Post and their affiliated partner networks. International Postage rates are automatically caulculated at the checkout screen and vary based on weight of parcel and location. Customers are responsible for any taxes and/or dutities imposed by their local Government for importing goods into their country. All items are sent with an invoice attached to the exterior of the parcel for Customs.
Please note: Paints, glues and liquids of any form cannot be sent overseas. All parcels sent require signature on delivery.
Parcel Missing or has yet to be Delivered?
Sometimes parcels don't arrive before the expected delivery date. This can be for a number reasons. Australia Post and our Couriers ask that you follow this checklist before contacting them, or notifying us:
- Have your checked the tracking status for any delayed alerts on your parcel?
- Have your received a 'calling card' which may have been lodged in your letter box or slipped under your front door?
- Has someone accepted the article on your behalf?
- Have you checked any known service delays? This can be found be viewed online at https://auspost.com.au/about-us/news-media/important-updates
- Has three (3) business days lapsed since the expected arrival date?
If after completing this checklist and 3 business days have lapsed since the expected arrival date, please reach out to us by calling (03) 6388 9244 or by emailing our team at firstname.lastname@example.org. You can also contact the courier direct as well. Just make sure you have your tracking number handy when calling.
Missing an Item?
We're very sorry this has occured but we want to get this rectified for you straight away. If you're missing an item from your order, please reach out to us by calling (03) 6388 9244 or by emailing our team at email@example.com. Afterall, we're only Human and sometimes we can make small mistakes.
Goods Damaged in Transit / Faulty Product
If your item(s) have been damaged in transit or have arrived faulty, please contact us within 7 days of receiving the parcel so we can assist in rectifying the issue and organise any returns/warranty claims/replacements/refunds. You can reach our team by calling (03) 6388 9244 or by emailing to firstname.lastname@example.org.
To expedite this process for you, we request the following information:
- Photographic and/or video footage of the item(s) damage.
- Detail of the damage and/or fault in as much detail as you can.
- What troubleshooting you have already undertaken.
- The resolution you're looking for.
This information will provide our team with an informative perspective on what to look for when assessing the damage and/or fault, and provide our manufacturers with any necessary warranty claim information.
Please do not send items back until advised, as some items may need to be sent to the manufacturer directly. Little Train Shop will organise return of goods (or forward of goods to manufacturer) at our expense.
Changed your Mind
That's perfectly fine and acceptable when you're shopping online. We offer a 30 day satisfaction gaurantee. Head on over to our 'RETURNS' page for more information on how you can process a return for an unwanted item.