Shipping & Handling
COVID-19 Pandemic and Impacts to Delivery
The COVID-19 pandemic has led to a major surge in parcel deliveries, as well as causing disruptions to delivery operations. Australia Post are still experiencing reduced domestic and international flights, while processing unprecedented parcel volumes. The majority of parcels are arriving on time, but delivery delays may be expected. Thank you for your support and patience. More information about impacts to domestic services can be found at Australia Post's website https://auspost.com.au/service-updates/current-covid-19-impacts
How much does Shipping cost
Little Train Shop charges a flat shipping rate of A$8.95 for all orders under the value of A$100 for standard shipping Australia Wide.
Orders exceeding $100 will be provided with FREE STANDARD SHIPPING AUSTRALIA WIDE.
Express post and International Post to New Zealand is also available at the checkout screen and variers based on the total weight of the order and the distance of travel.
When will my order be Shipped?
Most orders are shipped the same day if placed before 1:00pm AEST within business operating days (excludes weekends and public holidays). During peak sales periods and/or sales promotions, orders may take 1-3 business days to be packed and dispatched. If for any reason we cannot dispatch your order within 1-3 business days, we will be in contact with you via email and/or phone.
Can you ship my order after a certain date please?
Of course. Simply leave notes on your order as to when it is okay for our team to dispatch your parcel. In the meantime, we'll have it packed and placed in hold until your desired dispatch date.
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 Tasmania). 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.
Do you ship overseas?
We only ship to New Zealand and outlying Australian Locoations at this time.
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. During the Coronavirus Pandemic and delays in the postal network, please expect to see inflated delivery times. Current delivery times as posted by Australia Post can be located at the following web address https://auspost.com.au/service-updates/domestic-delivery-times
|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|
|NEW ZEALAND||7 - 14 business days|
Partial Dispatch Rules (mix of instock and pre-order/back-order items)
If you have ordered a mixture of instock and pre-order/back-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 $8.95 may be applicable for the extra shipment (greater for New Zealand).
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.
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.
Incorrect Postal Addresses
It is important to check your postal address details before committing to an online order. If a postal service provider or courier returns a parcel back to Little Train Shop due to an incorrect address, the customer will be liable for all return postage costs, and any subsequent postage costs to re-post the order (unless the error was made from Little Train Shop dispatch). Until such payments have been collected, Little Train Shop reserves the right to hold on to and/or cancel the order. If Little Train Shop cancels the order, the customer will receive a full refund minus the 'return to sender' and innital outlaying postal costs.
Missing, Damaged or Delayed Items?
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, as investigations cannot begin until all points have been covered:
- 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 email@example.com. 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 firstname.lastname@example.org. We do use a range of technology to prevent this where possibly, but afterall, we're only Human and sometimes we can make 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 email@example.com.
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. Once approved, we will ask you to return the faulty or damaged goods either to Little Train Shop, or direct to the Manufacturer's Repair/Assessment Centre. Customers will be provided with a post-paid label to cover any assoicated postal costs.
DO NOT send items back until advised by Little Train Shop and you have been provided with an RMA Number (return merchandise authority). Without an RMA Number, Little Train Shop and its associated partners will NOT accept returned goods, which will result in the parcel being returned to the sender at the sender's cost.