Frequently Asked Questions

Origin and Safety

Where origin are Babytown Australia products?

Most of our products are manufactured in Australia or advanced countries worldwide. However, they all come from our local wholesalers or directly from the manufacturers. Therefore, they meet the Australian safety standards and all of them have Australian warranties.

How do your products meet the Australian safety standards?

Babytown Australia only sells products that meet the Australian safety guideline. All our products have been strictly tested by our suppliers and manufacturers to ensure that they are safe to use.

Warranty

Do your products have Australian warranties?

Yes. Our products are sold on the Babytown Australia web-site and all of them come with full manufacturers’ warranties. You can find the warranty length of various products on our product details pages.

What shall I do if my product fails within the manufacturer’s warranty period?

If your product fails within the manufacturer’s warranty period, you can contact our Babytown Australia giving a brief description of the faulty. If the faulty is a minor one, our staff will fix it immediately over the email or phone. If it is not, we’ll put you in touch with the manufacturer of your product, and help you gain an assessment before you can get a proper repair or a replacement under the current warranty.

Payment

What payment methods are accepted?

We accept Visa, MasterCard or PayPal.

How safe is my payment?

Babytown Australia is taking your payment security very seriously. Your payment will be accepted through the eWay, one of the Australian most trustworthy online payment gateways, and it will be authenticated by the VeriSign SSL Certificate. The VeriSign Authentication Service is the world’s leading online authentication and security service. It processes more than two billion certificate checks each day.

Cancellations & Returns

Can I cancel my orders?

Yes. You can and you will be fully refunded on the condition that your order has not been shipped by our Dispatch Centre.

If I get my item, can I return it for refund?

Yes, but the item(s) you want to return must be in unused and undamaged condition with the original tags attached, and in its original packaging. The item(s) must be returned within 7 days from the date item(s) were delivered. Item(s) must be returned via a shipping method that has a tracking number.
  1. Send a photo of the item(s) to [email protected] confirming the condition of the item before its return.
  2. Item(s) to be returned will be at the customer’s expense and must include the original receipt (or other material as proof of purchase from Babytown Australia). Item(s) should be sent to the following address below and we will issue you with a credit note for the invoiced cost of the product upon its return.
  3. Notify us of the tracking number and dispatch date.
Babytown Australia Unit 111, 7 Hoyle Avenue, Castle Hill, NSW 2154 Email: [email protected] Change of mind exchange policy does not apply to display, clearance and sale items. Please choose wisely. No refunds will be given if you have simply changed your mind.
Delivery

When will my ordered item be delivered?

We usually dispatch your item within 1 business day of your order. Once it is dispatched, you will receive tracking number so you can track your item’s delivery by email.

How much will you charge the delivery?

The delivery costs vary with the items’ size, weight, quantity and the location of delivery. To estimate the cost of a specific order, please refer to the Shipping-cost Calculator on the Shopping Cart page.

Have you insured your deliveries?

Yes. All our deliveries are insured with one of Australia’s leading insurance agencies.

Who will deliver my items?

All the ordered items are delivered by our own drivers, or our contracted courier company, or directly by the manufacturers of those items, depending on the nature of the items or the delivery location.

How will I be notified of the time my items are delivered?

As soon as your items are dispatched, we will send you a tracking number, so you can check the process of your delivery to find out what time your items ETA will be. On the morning of the delivery, you can contact the deliverer’s service centre through their hotline to request a delivery window, on which someone is available through the business hours. On occasions or for reasons beyond our control, these delivery windows may be closed.

Can I choose the time of my delivery?

Yes. We will do our best to adapt ourselves to your chosen time, but we cannot guarantee it on any occasions.

What if no one is home to accept the deliver?

Babytown Australia’s smaller items are delivered via the Australia Post network. If these deliveries are missed, you can collect your items from the local post office. Our larger items are delivered through a national courier network. If such items are missed, a card will be left at your front door with instructions how to claim your order. However, charges may apply if you need a re-delivery.

How soon will I receive my order?

It will depend on where you live and where the items are stocked. Anyway, we will endeavor to dispatch your items from nearest warehouse to your location so that you can receive your order in the shortest time.

Do you have a pick-up service?

Yes, we do offer a pick-up service from our showroom/warehouse at 111/7 Hoyle Avenue, Castle Hill, NSW 2154. However, you should choose the delivery method during the check-out process so we can contact you As soon as your order is available.

Does it matter if there are stairs leading to where I’d like my items delivered?

No. If there are more than five stairs our couriers must climb to get to your property and you have ordered a large item, please let us know by noting it in the comments section at checkout, so that we can alert our couriers in advance. We will do our best to accommodate your special needs. It is recommended that you arrange for a person to be at the delivery address who can lend a hand to the courier. This will ensure the delivery runs as smoothly as possible.

What can I do if my order is damaged on arrival?

Please inspect the goods upon arrival. If you find any damage to the carton, please indicate it to the driver at the time of delivery, and make note of it when you sign for your package. Failure to do so may void insurance. If you open the package and find the inside product is damaged, please notify us within 48 hours of receiving your order by contacting [email protected] Our support staff will send you a Return Authorization Form. Fill in the form, send it to us as soon as possible and where relevant include your phone number. We will arrange the collection of the damaged item and then the replacement will be dispatched to you.