As we enter 2022 it seems we are being faced with a new Covid-19 challenge!
So far this year many of our courier partners have been faced with staff delays due to staff or their families in isolation.
Please be advised that due to widespread severe flooding in Queensland and Northern NSW, delivery services in some areas will be impacted.
There will be delivery delays in Maryborough, Bundaberg, Gladstone, Rockhampton, Mackay, Townsville, Cairns, Toowoomba and the Sunshine Coast as we have not been able to move freight between these regions as a result of major road and highway closures.
There are road closures in some areas of Bundaberg and the Sunshine Coast. We will be operating with reduced capacity in these areas this week.
We apologise for any inconvenience caused. The safety and wellbeing of our people and our customers is always of the highest priority.
Impact of Omicron Outbreak
The Omicron outbreak is causing delays and staffing shortages across the delivery network, but most parcels are still arriving right on time.
VIC, SA, NSW, QLD, NT & TAS
Over 95% of parcels are being picked up and delivered on time.
Late parcels usually arrive within 5 – 8 business days of the delivery estimate.
The main distribution centre has been severely impacted by staff shortages and the border closures, and most parcels are being delayed by more than 5 days.
Our delivery drivers are working extended hours to get your parcels out to you as quickly and as safely as possible.
Yes! we are 100% Australian Made and Owned. We use premium Australian Grown Timber, grown and manufactured in Australia from sustainable forests. Our factory based in Helensburgh NSW, is where all our products are cut, finished and packaged for our customers. You are supporting local families and Australian Manufacturing by purchasing our products! We proudly sport the Australian Made and Owned Logo!!
YES we have FREE Shipping Australia wide & No Hidden Fees!
The Price you see in our Store is the price you pay for our products. We do not charge you for shipping nor do we have a credit card surcharge or any other additional fees on check out. We want everyone to see our products and understand the whole cost up front!
YES. All our products have been built to meet the AS/NZS 8124.6:2016 standards. We are Aussie parents too and we know all to well that you little one’s safety is your upmost priority! We have taken great pride in selection only top quality materials to make our products. We have selected materials from some of Australia’s finest suppliers. By purchasing our equipment you are supporting Australian manufacturing, Australian products and Australian families.
Yes, we can ship internationally, please contact us and we can get you a custom shipping quote.
Usually we would always recommend signature on delivery, as these are quality products and you have spent your hard-earned cash purchasing them. However due to Covid-19 couriers are not taking signatures, in the event that you are not home the following options are available:
Authority to leave in safe place
Leave at front door
Leave at back door
Leave with reception (no signature)
If your order is coming in multiple boxes it is possible that the parcels may occasionally get separated and not arrive at the same time. This happens when a truck, cage or van is filled to the brim and there’s no space left. While it very uncommon and we will do our best to make sure all boxes come at the same time.
Absolutely! Items that require a Hex Key for assembly will have one included in your package for your convenience. Some of our items require a Phillips head screwdriver, in this case we do not provide a screwdriver. You can use a drill to put our products together, however we must stress that you are gentle with the drill and overtightening on some of our products eg. White “My Little Helper” may cause the laminate to crack. We have used lap joints to ensure our products are strong, durable and require minimal screws to hold them together for ease of construction and a beautiful aesthetic finish. All instructions of our items are easy to ready and most importantly come with pictures!
Our current dispatch time is 5 working days. However we aim to have all items ready for shipment within 3 business days of order (something we are very proud). We know you are excited to receive your products so our little foxes are working hard to get the to your door ASAP. Should you require your items ASAP, we can accommodate rush orders, so please get in contact with us via our “contact us” page to discuss.
We are very proud of our products. Our items are built to last! Each item is made from quality timber and put together and packaged ourselves. However, if there seems to be a problem with your product, please contact us ASAP and we will look into it for you. Unfortunately, we do not offer exchange if you have simply changed your mind.
We encourage you to check that all items when you receive your order and contact us immediately if there is an issue.
If you would like to exchange or you change your mind (it happens) the return shipping cost is the responsibility of the customer, as well as a $30 administration and re packing fee. Items sent back for change of mind or exchange must be in original packaging and condition, they must also have not been used or constructed.
If we find the products have indeed been used or damaged they will not be eligible for refund or exchange.
We are often asked what is the best product to use to help protect our products.
Let’s face it there are many on the market but we honestly believe that Gilly’s beeswax polish is the best!
This beeswax polish is 100% natural, food safe and most importantly baby / kid safe. If you are looking for something to give your products a little added protection look no further.
100ml Tin of Gilly’s Beeswax will EASILY cover 1 Large product
200ml Tin of Gilly’s Beeswax will cover 1 Package (Excluding Ultimate Explorer Package) you may need a little extra for this one.
250ml Bottle of Gilly’s Beeswax will cover 1 Package
Yes we Can! If our current packages don’t appeal to you and you have something in mind, please get in contact with us and we will custom make a package to your liking.
Please double check your address is correct and correctly entered. Unfortunately we can not deliver to PO Boxes or parcel lockers, orders with PO Boxes or parcel lockers listed may be delayed while we find additional address.
If an incorrect address has been entered and package is delivered to wrong address or deemed Return to Sender. Return and replacement postage will be the cost of the sender.
Please contact us if you are facing any delivery issues and we will do our best to assist you. The best way to get answers is to contact the courier partner directly. Once the products leave our factory they are essentially out of our hands and we then reply on our courier partners to deliver your products. Please contact your courier partner directly if you have any issues.
We do not offer refunds on items that are our courier partner is is showing as ‘delivered’.
Are you self managed or plan managed? Contact us at firstname.lastname@example.org and we can provide you with a tax invoice to claim with NDIS.
If you have any further questions please reach out 🙂