Shipping & Returns

Our Promise:

At Big Toys Direct we ensure that you are offered the lowest shipping rate in Australia. Please go to Quote Request for the best rate. 

Order Confirmation:

After you have placed an order, you will be sent an order confirmation via email. This means that we have received your order in our system and pre-authorised your credit card for the purchase. We will automatically contact our suppliers to confirm it's availability for immediate shipment. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

If the item is not in stock, you will be notified via email. 

Order Shipment:

We'll send you a shipment confirmation email with tracking information as soon as your items leave the warehouse. If you have not received the tracking information within 4-6 business days of your order, please contact us at support@bigtoysdirect.com.au

We make every effort to ensure that you receive your order within the time frame stated. We have no control over your shipment once it has left the warehouse and unfortunately from time to time, shipments may be delayed or even misplaced.

Refunds & Cancellations:

In the event of a change of mind, the customer will incur the cost of return postage and be credited the purchase price only. We will not refund shipping charges. Goods must be returned in original condition with all parts and accessories, in re-sealable condition.  You will also be charged a 20% restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.

Orders can be canceled prior to being dispatched from the warehouse.  A full refund will be provided if the order has been paid and not despatched.

Damages:

Big Toys Direct offers quality kids toys. We will endeavor to supply you with the product you have ordered in good condition. On occasions, goods that are sealed within cartons may be faulty as a result of a manufacturing defect from our suppliers.

If you receive a damaged or defective item, please contact us within 5 business days of receiving the goods at support@bigtoysdirect.com.au Please supply your order number from your original confirmation e-mail, as well as a description and images of the damage or defect, along with your e-mail address and phone number. Once we receive all the necessary information we will authorise for the return of the goods and depending on the circumstances will either offer to refund or exchange a product provided if it is in a fully re-saleable condition. Please pack the item(s) securely in the original product packaging. Please include all paperwork, parts and accessories. 

Remote Areas:

Please note that our shipping quote at checkout may differ to the actual shipping quote for remote areas. Our team will contact you via email if there are extra shipping charges to be made. We will endeavour to provide you the best shipping quote possible. 

Note:

If you would like to notify us that you want to leave the parcel at your address, please let us now on the checkout page. 

Undeliverable Postcodes:

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please note this is only for Lees products.