Shipping & FAQs
What payment options are there?
We accept payment via Credit Card & PayPal.
Trade/credit accounts are also available for schools and kindergartens. These accounts are strictly 14 day accounts. Please make your purchase via the website using the “On Account” option for the payment and provide us with the Purchase Order number. Feel free to contact us if you have any queries.
When will I receive my order?
Due to the current situation with COVID-19, please note that delivery of some online orders may take a little longer. Most orders are shipped out in a timely manner, however, the occasional one could be slightly delayed. Our staff and delivery partners are taking extra precautions in handling your order and we thank you for your patience.
In normal situations, please allow up to 72 hours for your order to be dispatched/processed. In some cases, we may need to contact you prior to dispatch to discuss alternatives if an item is out of stock.
We are committed to our excellent customer service and we work as hard as we can to make sure that your parcel gets to you as soon as possible. Please note that Creative Play Puppets cannot guarantee any delivery time once your parcel has been dispatched. Tracking numbers are provided in the Shipping Confirmation email which is sent to you once your order has been dispatched.
Creative Play Puppets will arrange for the delivery of goods to the address provided as the preferred delivery address.
If delivery is unsuccessful and returned to Creative Play Puppets, the customer will be responsible for any redelivery charges should they arise.
Please note that we are unable to cancel orders once they have been shipped.
Where do you ship to?
Generally our on-line store only allows delivery Australia wide, however, if you require an item to be sent overseas, please contact us to obtain a shipping quote.
We do not ship to PO boxes.
Do you offer trade accounts for schools and kindergartens?
Creative Play Puppets are happy to offer organisations “on account” terms. Please make your purchase via the website using the “On Account” option for the payment and provide us with the purchase order number. When we receive the purchase order, we will issue you with an invoice. Once the invoice is paid, the items will be dispatched. Feel free to contact us if you have any queries.
What happens if I receive the wrong item or my item is damaged or if I change my mind?
Should you receive the wrong item, please contact us on (03) 5984 4227 as soon as possible to discuss your options.
If your item is damaged in transit, please keep all packaging and tags and email photos of the damaged item and packaging to us for our review at [email protected]. Please be sure to include your order number and contact details. If the fault is minor, we reserve the right to replace or repair.
As per the ACCC Guidelines, we are not required to offer a refund or replacement if you change your mind.