Welcome to Entropy Online Toy Store

Customer Care

We are proud of the fact that our staff are early childhood specialists, teachers and mothers; and we are always happy to discuss product selections with you.

If you require any assistance with ordering please contact us by email (info@entropy.com.au) or phone (07) 4724 4555.

Payment and Security

The Entropy e-store provides secure payment options using Mastercard, Visa card, Amex or Paypal. The Entropy e-store utilises 128 bit Secure Socket Layer (SSL) security encryption technology when customers place orders, to protect your personal information. For more information please see our site security policy.

If you would prefer to pay by another method, please choose the 'offline' selection during checkout. You will receive an email outlining your payment options - direct deposit, cheque, money order or credit card over the phone. Goods will be dispatched upon clearance of funds.

Delivery

Flat rate postage for orders is $9.95 when the total order is less than $125. Postage is FREE for all orders that total over $125. We use Australia Post e-parcel, Fastway Couriers and StarTrack for our deliveries. When your parcel is dispatched you will be sent a confirmation email with the tracking number. This tracking number is scanned during the delivery process and the delivery status information can then be viewed.

If you nominate a different delivery address to your billing address (ie - the item is a gift for someone) then it will be sent without an invoice or packing slip so the lucky recipient does not find out how much you spent on them!

Delivery times

Orders under 500 grams are always sent with Australia Post eParcel express. This means delivery to major cities is normally overnight, or at most 2 days. Regional centres may take a day longer.

Orders between 500 grams and 5kg are sent with eParcel regular, Fastway Couriers or StarTrack. If you request signature delivery we will normally use eParcel or Fastway Couriers. Please note that these are road delivery services and generally take longer than express services. If you do not require signature delivery we normally send your order with StarTrack, which is an overnight service to most cities in Australia.

If your order is over 5kg in weight (including cubic weight), it will be delivered using Australia Post eParcel or Fastway Couriers. Estimated delivery times after collection by our carriers are as follows:

Townsville and surrounds: next business day
Queensland: 1-3 business days
Sydney, Canberra, Melbourne, Adelaide, Hobart: 3-5 business days
Perth, Darwin or regional centres: 5-7 business days


Please note, these are estimated delivery times provided by us based on our experience of working with our carriers - Australia Post, Fastway Couriers and StarTrack. Each of these carriers has their own definition of what constitutes time of despatch, a ‘working’ day and/or transit times. Therefore the time frames they quote for delivery may differ from those that we have provided, which are generalised across carriers. Once despatched, delivery times are outside our control. If you are at all unsure about an item arriving in time please contact us or leave a note at checkout letting our elves know when the order is required for. We do our best at all times to ensure you get your order as soon as possible, and if we have a date to work with this helps us.

Packaging

At Entropy we try to be environmentally friendly. If you have a large order it may be packaged in a box that we have recycled from a supplier. Be assured that if you have chosen the free gift wrapping option that your purchase will be beautifully wrapped within this external packaging.

Wrapping

We offer a free gift wrapping service for most items, although some large items are excluded. Please make your paper selection as you go through checkout.

Out of stock items

We have both a retail store and a warehouse, therefore if you see an item in our eStore it means we have it in-stock. On rare occasions we may be out of stock if your on-line order overlaps a purchase in the retail store. If this happens we will email you immediately and let you know an anticipated delivery time.

Returns

We have a no fuss return policy. If you are not happy with your purchase for any reason you can return it to us within 30 days of the date of purchase for a full refund of the purchase price (no refund on postage). Simply email us on receipt of the product to let us know, then post the product back and we will arrange a refund. You are responsible for the cost of returning the item to us, unless we have agreed to provide you with free return postage.

Returned items must be received in original, unopened condition and packaged such that transit damage does not occur. If goods are received in unsellable condition, then your return may not be processed. There are no returns or exchanges for products on sale or clearance; or for custom made items.

Please note - if you were sent your item as part of our free delivery service for orders over $125, and your return brings your total order to less than $125; then you will be refunded for the item, less the $9.95 delivery charge for orders under $125. If you return a total order for refund, the actual cost of our postage to send this to you will be deducted from your refund.

We check our products before dispatch to ensure they are not damaged. Occasionally damage may occur in the delivery process. If this occurs please contact us for a replacement or refund.

Privacy

Entropy takes the security of your personal information very seriously.

We protect your personal and financial information with industry standard encryption technology, digital certificates, authentication and secure commerce servers to ensure that your information remains private and secure.

For more information please see our privacy policy.

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