Help Desk

Payment Information

What forms of payment do you accept?

Tikes Direct accepts the following major credit cards:

PLEASE NOTE: Tikes Direct credit card purchases will be displayed as tikesdirect.com.au on your credit card statement.

Is it safe to use my credit card online?

Yes, it is extremely safe to use your credit card online. When making a purchase online using your credit card, all of your credit card and personal details are encrypted using SSL (Secure Socket Layer) 128 Bit encryption technology before being sent across the internet to our secure servers.

When do you charge my credit card?

All online credit card orders are charged upfront at the time the order was made. We do this to validate the order and to ensure that all stock is pre-purchased. Paying upfront also substantially reduces order processing time, and ensures that as a customer, all you need to do is sit back and wait for your delivery to arrive.

Delivery & Returns

How much do you charge for delivery and handling?

Flat Fee:
Tikes Direct charges a flat delivery and handling fee of $49.90 per order to anywhere in Australia

We are tracking your parcel:
Did you know that all items are shipped via Star Track Express with parcel tracking features as well as the added security of requiring a signature upon collection of goods? You can be assured that your parcel is in good hands when dealing with Tikes Direct!

How long does delivery usually take?

Deliveries to Queensland take on average:
3 business days to arrive.

Deliveries to New South Wales take on average:
4 business days to arrive.

Deliveries to Victoria take on average:
4 business days to arrive.

Deliveries to ACT take on average:
4 business days to arrive.

Deliveries to South Australia take on average:
5 business days to arrive.

Deliveries to Tasmania take on average:
7 business days to arrive.

Deliveries to Western Australia take on average:
8 business days to arrive.

Deliveries to Northern Territory take on average:
8 business days to arrive.

These figures are based on delivery times to major capital cities and their greater residential areas. Deliveries outside of these areas can take longer.

Do you ship outside of Australia?

Sorry, Tikes Direct does not ship to locations outside of Australia.

Do you deliver to PO Boxes?

Tikes Direct does not deliver to PO Boxes. We use Star Track Express and therefore will require a street address for delivery.

What happens if I am not home to receive my delivery?

If you are not home to receive your delivery, a card will be placed in you letter box advising you to the call Star Track Express and arrange a convenient time for your delivery to be made.

What is your policy for returning items?

Returns Policy:

Damages & Claims

Items that are damaged or faulty must be notified to Tikes Direct customer service within (7) seven days of receipt of goods. Items will be replaced with the same item originally purchased. For items that cannot be replaced, a full refund will be offered.

Failure to advise the Customer Service department within 7 days may result in your request being declined.

If you change your mind about the product after delivery, we may at our discretion provide you with a refund. In all instances we will charge a mandatory Return Freight & Handling Charge of 20% of the invoiced value. A return request must be made must be made to our Customer Service department on telephone number 1800 675 772 with (7) seven days of receipt of good.

How to return your item:

1. Call our Tikes Direct Customer Service team on: 1800 675 772. A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Authorisation Number.

2. As soon as the return has been received, a replacement product will be shipped or refund if product is no longer available.

IMPORTANT:

• Replacement product will only be shipped after the faulty item has been received by Tikes Direct.
• All returns must have an RA number.
• Any item that is returned to Tikes Direct without an RA number will be returned to sender.
• All returning items must be properly boxed before pick-up.
• All returned good must be received complete and undamaged for the claim to be processed.

Your Order

How do I check the status of my order?

Please call our customer service team on 1800 675 772.

How do I cancel my order?

If you wish to cancel an entire order or an individual item from an order that has not yet been dispatched, you will need to contact us. Please call our customer service team on 1800 675 772.

Please Note:
Orders cannot be cancelled once they have been dispatched as they are already on their way to your address!

Product Warranty

What is the product warranty?

Each item is intended for use only for the purpose described and not for any other purposes. Naturally, any item to be used by a child requires careful adult selection and use should be under proper adult supervision. Items must only be used by children on an appropriate age. Tikes Direct offers a standard 12 month warranty on all products. A photographic image may be required to support your warranty claim. In the instance that the Customer Service team deem the product to have been misused your warranty claim may not be honoured. Warranty Spare Part requests may take up to 3 -6 months, as some parts may need to be sourced from the manufacturer. Lead times will be advised on application.

Design Changes

Can the product design change?

Yes. We reserve the right to vary the specifications of performance criteria of any item from time to time, at our absolute discretion. We may do that without prior notice provided when we have reasonable grounds for believing that the alternative item offered is substantially similar to that previously offered or represents an improvement.

Gift Vouchers

Can I use a gift voucher promotional code after I have placed my order?

Unfortunately no. Tikes Direct gift voucher can not be redeemed by the consumer after the order is submitted on-line.

Privacy Information

Tikes Direct Privacy Policy

Tikes Direct and its related companies comply with the National Privacy Principles. To that end, we offer this statement to inform our users of how we gather and utilise personal information. Tikes Direct will take all reasonable steps to protect user privacy, consistent with the National Privacy Principles.

Tikes Direct gathers personal information about our users in one way - purchasing products. If you purchase products, Tikes Direct requires you to provide certain details so that we can provide you with the product. This includes details such as your name and contact information.

Tikes Direct and its related companies may use personal information collected online to develop and improve the products, benefits and services we offer to our website users.

Tikes Direct may also disclose to its business associates certain information for use in marketing goods and services.

The personal information collected from you at this site is or may also be used:

• for credit verification purposes;
• for billing purposes;
• to notify you about other or new services or promotions from time to time;
• to provide customer support;
• to provide you with the products, services or information you have requested.

Aspects of these functions may be outsourced to third parties, who are only authorised by Tikes Direct to use this information for these purposes. Tikes Direct may also disclose personal information to law enforcement agencies, government agencies, courts or external advisors where permitted or required by law.

Cookie Technology - Tikes Direct utilises cookie technology to process and identify order data. A cookie is a piece of information that is transferred to a user's hard drive for record-keeping purposes. If users choose to, they have the option to set their browser to refuse cookies.

Each time you visit Tikes Direct's website, anonymous navigation information is collected by our servers. This information includes:

• your server's IP address;
• the date and time of your visit;
• the address of the previous site you visited;
• the website you leave our site to visit;
• the type of browser and operating system you are using;
• the address of the pages you accessed.

This information provides Tikes Direct with statistics about how the website is used and navigated, including the number of hits, the frequency of visits and the duration of visits to each web page on the site. It does not personally identify individual users unless the user has previously elected to identify themselves by submitting personal information.

Information collected on this site may also be combined and de-identified to provide Tikes Direct with anonymous demographic and usage information. Tikes Direct can then use this aggregated information to develop new and/or more appropriate services and products to offer to customers and may also be provided to third parties.

Other than as described above, Tikes Direct will not make an attempt to identify users or their browsing activities. However, in the unlikely event of an investigation, a law enforcement agency or other government agency may exercise its legal authority to inspect our Internet Service Provider's logs.

If you wish to complain about our use of your personal information, please contact:
Tikes Direct
Attention: Privacy Officer
PO Box 11201
Brookvale NSW 2100

When you look at this website, our Internet Service Provider also makes a record of your visit and logs the following information for statistical purposes:

• your server address;
• your top level domain name (for example .com, .gov, .au, .uk etc);
• the date and time of your visit to the site;
• the previous site you visited;
• the type of browser you are using;
• the pages you accessed and documents downloaded.

Transaction Security

Tikes Direct takes the security of our customers' personal details very seriously. We use proven technology and physical security measures to ensure the highest level of data protection.

Any information that you send to us is encoded with Secure Sockets Layer (SSL) encryption technology. In a nutshell, this sophisticated encryption process ensures that prying eyes are unable to decode your personal data when it travels from your computer to ours, and from our computer to the bank's.

TIP:
You can tell if your browser is in secure mode by looking for the padlock icon in the bottom corner of your browser window.

Use of Cookies

What are cookies?

A cookie is a little ID card that is placed on your computer by a web server. It consists of a line in a file that looks a little something like this: dsid7502bcfdb3702038e6a81788c7c545mywebsite.com.au/041406316802900897078653204829422287
All this gobbledygook just means that the cookie was set by Tikes Direct and can only be read by Tikes Direct.

Once you have received a cookie from our web server, from then on every time you visit Tikes Direct we know that it's you. Actually we don't know that it's 'you', we only recognise your browser. This then enables us to tailor the site to your preferences and remember who you are each time you re-visit the site.

Any more information has to be submitted by you. Anything you don't tell us, we don't know. Anything you don't want to tell us, we won't know. Any information you do submit, is stored in our database against your cookie here on Tikes Direct secure servers.

Where are my Cookies stored?

Internet Explorer 5.0 and above users usually have their cookies stored in a directory rather than a file.
The default location is:  c:\windows\cookies
If you are using Netscape then they are usually in a file called 'cookies' which normally resides at:
c:\netscape\users\default
Default may not be your name though. It may be Gary or Claire or Frankenstein instead. Default, as the name suggests is merely the default. If you look in this file you may find cookies from all sorts of weird and wonderful sites that you've visited. UNIX/Linux users will probably find this file in the .Netscape directory.

How do I manually enable or disable cookies?

In Internet Explorer 5 and above:

1. Select 'Tools' from the top of your browser and then 'Internet Options'.
2. A pop up box will appear. At the top of this box are several tabs. Choose the 'Security' tab.
3. The page you have now is all about various security options. It is probably set at security level 'Medium'.
4. Click on the 'Custom Level' button.
5. A list of options, 'ActiveX', 'Cookies' etc is displayed.
6. Find the 'Cookies' section. You will have three choices. 'Disable', 'Enable' or 'Prompt' (which will ask you each time whether you want to accept a cookie or not).
7. Make your selection and click on 'OK'.

In Internet Explorer 3 or 4:

1. Select 'View' and then 'Internet Options'.
2. A window will pop up with several tabs. Select the 'Advanced' tab.
3. A list of options is displayed.
4. From the list there is an option to 'Accept All Cookies'.

In Netscape:

1. Select 'Edit' from the top of your browser and then from the resultant list: choose 'Preferences'.
2. A little box should pop up. Over at the left hand side of this box is a list of categories. One of these is called 'advanced'. Click on this so that it becomes highlighted.
3. The right hand side of the box should change and at the bottom of the page is a section on cookies.
4. You should check the 'Accept all cookies' option. You can also choose to be prompted to accept each cookie.

Disclaimer

We believe the information on this website is correct at the time of publishing, but no representation or warranty is given with regard to the accuracy of such information.