FAQ

Got a question about shopping with Toys Swap? You’ll find answers to our most frequently asked questions below. If you still need help, contact us at info@toysswap.com.

Orders & Payments

How do I know if my order has been received?

After placing your order, you should receive an order acknowledgement using the contact details provided during checkout. Please make sure your email address and other order information are entered correctly.

Can I change or cancel my order?

If you need to cancel an order, contact us as soon as possible at info@toysswap.com. We will try to cancel orders that have not yet been processed or shipped.

Once an order has entered fulfilment or has already been shipped, it may need to be handled as a return instead.

What payment methods do you accept?

Available payment methods are displayed during checkout. Payment options may vary depending on the transaction.

Payments are processed using third-party payment service providers. Before confirming payment, you will have the opportunity to review your products, shipping charges and total order amount.

Is my payment information secure?

Payment card details may be collected and processed directly by our payment service providers. Toys Swap may receive limited payment information such as payment confirmation, transaction references and fraud-screening results.

Shipping & Delivery

Where do you ship?

We currently ship to addresses in Australia.

How long does it take to process my order?

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

Business days exclude Saturdays, Sundays and public holidays. Processing time is separate from delivery time.

How long does delivery take?

After your order has been dispatched, estimated delivery within Australia is 2–5 business days.

Delivery timeframes are estimates and are not guaranteed delivery dates. Carrier delays, remote locations, severe weather, public holidays, service interruptions and other circumstances outside our reasonable control may affect delivery times.

How much does shipping cost?

Any applicable shipping charges will be displayed during checkout before payment is completed. You will be able to review the complete order total before confirming your purchase.

Will I receive tracking information?

When tracking is available, we will send a shipping confirmation containing your tracking number or tracking link to the email address provided with your order.

Please allow a reasonable period after dispatch for the carrier’s tracking system to update.

What should I do if my order is delayed?

If your order has not arrived within the estimated delivery timeframe, contact info@toysswap.com and include your order number.

We will review the tracking information and, where appropriate, contact the carrier. An order is not automatically considered lost simply because the estimated delivery date has passed.

My tracking says delivered, but I can’t find my parcel. What should I do?

First, check the delivery location and surrounding area. We also recommend asking other household members, reception staff or neighbours and checking with the carrier.

If you still cannot locate the parcel, contact info@toysswap.com and we can provide further assistance.

Can I change my delivery address?

We cannot guarantee that an address can be changed after fulfilment has started, so please carefully check your address before completing your order.

Returns & Refunds

Can I return an item if I change my mind?

Yes. Eligible change-of-mind returns can be requested within 30 days after your order has been delivered.

To qualify, the product must:

be unused, undamaged and in resalable condition;
include its original packaging, accessories, manuals and labels;
be accompanied by valid proof of purchase; and
not be excluded from return for health, hygiene or safety reasons.

Products with a hygiene or safety seal cannot be returned after the seal has been broken, unless the product is faulty, defective or otherwise protected by applicable consumer law.

How do I start a return?

Email info@toysswap.com before sending anything back. Please include:

your full name;
your order number;
the product you want to return;
the reason for your return; and
photos or videos if the product is damaged, defective or incorrect.

Please do not return a product before receiving return instructions from us. The return address may be different from our registered business address.

Do I have to pay for return shipping?

For a change-of-mind return, the customer is responsible for return shipping costs.

If we supplied an incorrect, damaged or defective product, MODEVIBE LIMITED will provide an appropriate remedy and cover reasonable return shipping costs where required.

How long does a refund take?

Once we receive and inspect an eligible return, we will let you know whether your refund has been approved.

We aim to submit an approved refund within three business days after completing our inspection.

After the refund has been submitted, it commonly takes approximately 5–10 business days to appear, depending on your bank, card issuer and payment method.

Where will my refund be sent?

Approved refunds are issued to the original payment method used for the purchase.

Are original shipping charges refunded?

Original shipping charges are not refunded for change-of-mind returns unless required by applicable law.

If an order was incorrect, damaged or defective, reasonable original shipping costs may also be refunded where appropriate.

Damaged, Missing or Incorrect Items

What should I do if my product arrives damaged?

Please contact info@toysswap.com as soon as possible. Take clear photographs or video of the product, outer packaging and shipping label before discarding any packaging.

Depending on the circumstances and applicable law, an appropriate solution may include a repair, replacement, partial refund or full refund.

What if an item or part is missing?

Contact us promptly if an item, part or accessory is missing. We may ask for photographs of the products received, packaging, packing information and shipping label.

After verification, we will arrange an appropriate solution, such as sending the correct product, replacing a missing item or issuing a refund.

What if I received the wrong product?

Contact info@toysswap.com and provide your order number together with clear photographs of the product, packaging and shipping label. We will review the issue and arrange an appropriate solution.

Products & Safety

Are Toys Swap products intended for children?

Many of our products may be intended for children, but purchases through our website must be made by an adult.

Adults are responsible for reviewing product descriptions, age recommendations, warnings and supervision requirements before allowing a child to use a product.

What should I check before giving a toy to a child?

Always follow the instructions, warnings, age recommendations and safety information supplied with the product.

Certain toys may require adult assembly or supervision. Packaging materials and small components should be kept away from children where they create a choking or other safety risk.

Stop using a product if it appears damaged or unsafe and contact us at info@toysswap.com.

Need More Help?

If your question isn’t answered above, contact our customer support team and we’ll be happy to assist with your order.

Email: info@toysswap.com
Website: www.toys-swap.com