Common queries answered
Frequently asked Questions
How long does it take for me to receive my order?
We use Australia Post for all Express and standard deliveries within Australia. Orders are processed and dispatched within 24 hours of the order being placed (except weekends and public holidays). Any order placed on a weekend or public holiday will be processed the next business day. Delivery timeframes below will be in addition to processing times from the business. We endeavour to have your items sent to you as per our delivery time frame. If there are any problems with your order, we will contact you asap.
Please note: In relation to COVID-19, to protect the health and safety of staff and limit contact when delivering orders, all parcels will no longer require a signature for delivery or collection. In all cases, whether the delivery driver delivers to the door or you the customer goes in to your local Post Office to collect a parcel, an Australia Post staff member will ask and record the customer’s name and sign on their behalf. The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter. If no one is available at the delivery address to accept the order, Australia Post will leave a calling card with details on how to collect your parcel. If the order is redirected at the customer’s request or delivery option altered Marcs will not be liable for lost, stolen or damaged parcels.. If no one is available at the delivery address to accept the order, Australia Post will leave a calling card with details on how to collect your parcel. If the order is redirected at the customer’s request or delivery option altered Marcs will not be liable for lost, stolen or damaged parcels.
| AREA | APPROXIMATE AUSTRALIA POST DELIVERY TIMES FROM DISPATCH DATE |
| Sydney Metro | 1-2 business days |
| Rural NSW | up to 3 business days |
| Melbourne Metro | 1-2 business days |
| Rural VIC | 3 business days |
| Brisbane Metro | 1-3 business days |
| Rural QLD | 4 business days |
| Adelaide Metro | 1-2 business days |
| Rural SA | 3 business days |
| Perth Metro | 2-4 business days |
| Rural WA | 5 business days |
| Darwin Metro | 2-4 business days |
| Rural NT | 4 business days |
| Tasmania | 1-2 business days |
What is your return and exchange policy?
Refunds and Returns Terms and Conditions:
- Only products supplied by Tates Toys will be accepted for return, proof of purchase is required.
- Tates Toys may credit, replace or repair returned products under the manufacturer’s instructions and according to manufacturer’s terms and conditions .
- Tates Toys does not warrant or guarantee any product beyond that of the manufacturer.
- ‘No fault found’, if a product is returned as faulty to Tates Toys but no fault is found after testing by the manufacturer, then the customer is responsible for any no fault found fees and freight charges .
- All products returned must be complete, in original packaging and as new.
- All products returned must have a removable label or be boxed to prevent damage to the original packaging.
- All products returned must be received within seven (7) days of approval for return.
- The customer is responsible for the freight of products for return to Tates Toys.
- The customer must retain proof of purchase and proof of delivery for returned products.
- Incomplete or incorrect information may delay or cause your return to be rejected.
- A restocking fee may apply for returned goods. The customer will be advised of any charges prior to Tates Toys accepting returned goods.
IF YOU WISH TO RETURN ANY ITEM FOR ANY REASON SIMPLY CONTACT US ON (03) 4206 7477
How do I change my shipping address?
IF YOU WISH TO CHANGE DELIVERY DETAILS CONTACT US ON (03) 4206 7477
How do I track the status of my order?
Once your order has processed you will receive your order confirmation plus tracking info via email.
Australia Post will also send tracking info and update to your mobile.
How do I receive customer support?
(03) 4206 7477
business hours Mon to Fri 9am ~ 4pm
or simply use the contact form below.
INFORMATION regarding missing LEGO parts
LEGO as a company takes responsibility and can help you with missing parts.
PARTS ONLINE – http://service.lego.com/replacementparts/
PARTS PHONE: Call LEGO Australia’s customer service line on 1800 823 757.
AUSTRALIA ONLY
We are an Australian Business specializing in providing the best possible service and prices to our Australian customers only. We only accept orders within Australia. WE DO NOT SHIP ORDERS INTERNATIONALLY.
(03) 4206 7477
business hours Mon to Fri 9am ~ 4pm
or simply use the contact form below.
INFORMATION regarding missing parts
- LEGO as a company takes responsibility and can help you with missing LEGO parts.
- PARTS ONLINE – http://service.lego.com/replacementparts/
- PARTS PHONE: Call LEGO Australia’s customer service line on 1800 823 757.