FREQUENTLY ASKED QUESTIONS
PLACING AN ORDER
How do I place an order online?
Orders are placed using our easy to use, and secure online shopping. Simply proceed to the checkout once your order is completed. Your order will only be submitted once you’ve selected the “Process my order” button.
How will I know that Purple Turtle Toys has received my order?
You will receive an order confirmation email indicating that your order has been received. This email will be sent to the email address that you provide on the checkout page. If you do not receive an auto confirmation please check you junk mailbox.
How will I know that my order has been shipped?
You will also receive an email informing you that your order has shipped. We have implemented this system in order to keep you up to date with the status of your order. You will be sent a tracking number as soon as your parcel is on the way.
Can I place my order by phone?
Yes, we are happy to accept phone orders. If you don’t want to submit an order online, simply use the ‘contact’ link located under the customer service menu. Fill out the contact form indicating that you would like to place a phone order, and you will be contacted the same day to have your telephone order processed.
What credit cards do you accept?
We accept Visa, Mastercard, and American Express. We do not charge through cards unless the order is in stock and ready to ship.
What if I don’t have a credit card?
If you prefer not to use a credit card, simply proceed with your order to the checkout page where you can select ‘direct deposit’ as your payment method. Once you have completed your order, an order confirmation email will be sent to you, containing our banking information. We recommend that you email firstname.lastname@example.org advise that your payment has been made, as this will facilitate in the prompt despatch of your goods.
I’m worried about my order reaching me. How can I be sure that I will receive my order?
We only use secure delivery methods that deliver straight to your door. Depending on the size of you order, it will be delivered either by Australia Post (registered delivery) or by courier service.
What if I’m not home when my order arrives?
The best way to ensure prompt delivery is to provide an address that is attended during the day. If you are not home during the day, we recommend selecting a work address for delivery. We also deliver to PO boxes.
If you do provide a residential address, and you happen to miss the delivery, a calling card will be left to indicate that delivery was attempted. If you are happy to have the item left in a secure location please indicate so in the comments section of your order.
How are your delivery fees calculated?
Delivery fees are based on cubic size. The fee will appear at checkout before you complete your order.
Do you deliver to countries other than Australia?
Sorry, at this time we only deliver within Australia. Orders from international customers for delivery within Australia are welcome.
How long will it take to receive my order?
Each product listing on our website provides an estimated shipping time. For example, if a product says “usually ships in 2 days” this means that it usually takes two days for us to have your order ready to despatch from our warehouse. How long it will take to reach you, of course, depends on your location.
Purple Turtle Toys is based in Melbourne, Victoria. Estimated delivery times to major metropolitan areas are as follows:
Please note, this is an estimated guide only, and delivery times may vary. You will be contacted if there are any delays in despatching your goods.
Do you offer gift-wrapping?
Yes, gift-wrapping is available as an option on the checkout page. When you select gift-wrapping the charge is automatically calculated for you, and itemised separately from the rest of the invoice.
I am ordering a number of gifts for more than one child. Can you wrap these individually?
Yes, the option to have the gifts wrapped separately appears on a pop-down menu in the same gift-wrapping section on the checkout page.
What about a card?
Any gift-wrap purchased receives an optional hand-written gift tag, free of charge. Simply enter your gift tag message, and this will be hand-written for you to personalise your gift.
I don’t want the receiver to see the invoice. Can you deliver my order without an invoice?
We have this option built into our ordering system. Simply select the “please do not include an invoice with delivery” tick-box when you checkout. The invoice will not be sent to the recipient.
What if I don’t select gift-wrapping and gift-tag? How will the receiver know who sent the gift?
Even if you elect to have no gift-wrapping, no gift tag, and no invoice included with your gift, all deliveries contain a packing slip (this itemises the products without any prices). The packing slip will also include the name of the sender.
What is your returns policy?
If you order a product, and for any reason are not happy with your choice when it arrives, we will gladly offer a full refund on unopened stock in its original saleable condition. You will be refunded to the full value of the item (less shipping charges) as long as you have not opened or damaged the packaging or product in any way. Please contact email@example.com to receive return authorisation within 7 days of purchase.
Any questions still unanswered?
If you have any questions not answered by our FAQ, please email your enquiry to firstname.lastname@example.org . Please do not hesitate to contact us if you need any further assistance.
We can also be contacted by phone on (03) 9012 3352, or by fax (03) 8610 2004.
Terms and Conditions Policy:
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an orderfill out a formsubscribe to the newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information,
Users may, however, visit our Site anonymously.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web browser cookies
How we use collected information
Purple Turtle Toys collects and uses Users personal information for the following purposes:
To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.
To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
To improve our Site
We continually strive to improve our website offerings based on the information and feedback we receive from you.
To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
To administer a content, promotion, survey or other Site feature
To send Users information they agreed to receive about topics we think will be of interest to them.
To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures. Our Site is also in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.
Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Purple Turtle Toys
PO Box 1157 Elsternwick, Melbourne, Victoria, Australia
03 9012 3352