Welcome to Entropy Online Toy Store

Frequently Asked Questions

 

Why is the shop called Entropy?

We are often asked why the store is called Entropy. Well .... entropy is a scientific term for a form of energy, and historically has been associated with chaos or disorder. Combine the two and you get energy and chaos which many parents would say is a great description of their children. Plus, all our products are about getting kids active (either their bodies or their brains). So there you have it: Entropy - it's all about energy.

How much is delivery?

We offer flat rate delivery of $9.95 for all orders with a total value of less than $125. Orders with a total value of $125 or more are delivered FREE within Australia.

How will I know my order has been sent?

If your order is received by 12PM AEST it will normally be dispatched that day (Monday-Friday). Occasionally, during busy times, we may not be able to get all orders placed before 12pm sent that day. Orders received after 12PM will be dispatched the following day (unless you include a note saying "please pretty please can you send this today"). Orders received on a weekend will be dispatched the following Monday. We use three different carriers to deliver orders - Australia Post, Fastway Couriers and StarTrack. The carrier used depends on the size and destination of your order. You will always be emailed with a consignment number when the order has been dispatched. Your despatch email will also include the tracking web address. 

Please note that during the busy Christmas period your order may take slightly longer to despatch.

How long will my order take to arrive?

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. 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 either 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.

How long will my drop ship order take to arrive?

Drop ship items are sent directly from our supplier’s warehouse. We have many different suppliers who all have different postal arrangements. Therefore, timeframes, delivery options and processing times differ to our regular guidelines (as stated in the question above).

Please note that drop ship items typically take longer to arrive than non-dropship items. Most drop ship items will come with a tracking number, however, not all. If you are at all unsure if your order will arrive in time please contact us, or leave a note at checkout; letting our elves know when you need the order by.

How can I make sure my order arrives in one day?

To get your parcel from Elf HQ to you in one working day, please do the following.
1. Order before midday (AEST)
2. Make sure your order is under 5kg (size restrictions also apply for large items)
3. Select ‘No Signature Delivery’ when checking out

Delivery times may be longer for customers living in rural locations or Western Australia. If you follow the steps above overnight delivery is likely to occur. However, we cannot guarantee this due to our use of third party couriers. If you need a parcel delivered by a certain date, please leave a note when checking out. Peak traffic periods both at Elf HQ and Australia wide (i.e. Christmas) may impact delivery speeds. If you have any questions, please call the elves 07 4724 4555.

What happens if nobody is home at the time of delivery?

This depends on whether you requested signature delivery or not. If you did not request signature delivery your parcel will be left according to your instructions (e.g. - behind the sofa on the verandah; in a secure location near the door). If you requested signature delivery and you are not at home to receive the parcel, a card will be left advising that it can be collected from the nearest post office. Fastway Couriers offer a re-delivery service and details will be provided on the calling card that is left.

Please note that if you choose not to have signature delivery, that this is at your own risk. Whilst loss of parcels is rare, it can occur and we cannot be held responsible for replacement or reimbursement.

Do you provide express post services?

Many orders are automatically sent using an express service. If you are at all unsure, and need your order in a hurry, please leave a note in checkout to this effect. Extra charges may apply to large orders that require an express service.

Do you post Internationally?

No - we do not deliver to International destinations. You can however order from overseas for delivery within Australia.

I live overseas, can I purchase gifts for delivery to my family in Australia?

Yes - you can use your credit card to make your purchase and have the gifts delivered to Australian addresses.

Do you price match?

No - but we have great reasons for this! Entropy is a toy store like no other - the Elves pride themselves on providing a full service; including personalised, exceptional customer service. After your first order with us, you will receive a lifetime 10% discount for all future orders. We provide flat rate delivery of $9.95 for orders under $125; and orders $125 and over are sent FREE, no matter how large the items are. We also provide free gift wrapping and gift tags. Entropy is a one-stop toy shop that houses so many different and exclusive brands from around the world - you will find everything you are looking for right here!

Please note that if you are using a discount code, including the HELLO10 code; that the discount only applies to full priced items. It does not apply to items that are already discounted.

Do you offer a gift wrapping service?

Yes - please indicate your preferred gift wrap during checkout. If you are making multiple purchases and require different wrapping for each present then include a note to this effect in checkout and we will wrap accordingly. Gift wrapping is not available for some large items.

Can you include a gift card with a message?

Absolutely - please select either a card or gift tag and add it to your basket; or we can provide a complimentary Entropy gift tag. During checkout please include a note to let us know the message you would like on the card.

Can the billing and delivery address differ?

Yes - at checkout you have the option of including a separate billing address and delivery address.

Can you send purchases to multiple delivery addresses in Australia?

Yes - however you will need to put the orders through as separate orders. 

If my purchase is a gift will the recipient know how much I spent on them?

No - we remove all price tags and the tax invoice is emailed directly to the email address you registered with us.

Do you offer a lay-by service?

Due to space restrictions we no longer offer a lay-by service for online purchases. We do offer a buy now, pay later service through zipPay.

I've changed my mind - what is your returns policy?

For our online store we have a no fuss returns 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). You are responsible for the postage costs of returning the item to us. 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 sale or clearance items, 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.

Please note, this 'change of mind' returns policy does not apply to orders placed in our retail store.

My order was damaged during transit - what should I do?

Tell us! We check our products before dispatch to make sure they are not damaged. We also take great care to wrap them carefully. If however, damage occurs during the delivery process please contact us for a replacement or refund.

How can I search for just the right thing?

We are very proud of the 'gift finder' that we have developed. You can search by theme, age, gender and price. You can narrow your search so that you can find just the right gift. 

How can I pay for my purchase?

We offer secure payment through credit card or paypal. We understand some people would prefer to pay by other methods, if that's the case, during checkout tick the box marked 'offline payment'. You will then be emailed information about your payment options - cheque, money order, direct deposit,  or credit card over the phone.

Do you supply wholesale or trade customers?

We are a retail only site and do not supply in wholesale quantities or for trade customers.

Please note - if you are a school or library wanting to place a purchase order, please do so via email only. Send your order to info@entropy.com.au.

How do I make sure my order arrives in time for Christmas?

To make sure your order arrives before the big day, please place your order before the Christmas Delivery Deadlines.

Orders Under 5kg and with authority to leave (i.e. parcel can be left at your front door)
Monday, December 18th – air freight to all states
Please note we are taking orders until Tuesday, December 19th for Christmas, however, we cannot guarantee that parcels will arrive before December 25th. Get organised now to avoid disappointment.

Orders over 5kg or with no authority to leave (i.e. you want to sign for the parcel)
Wednesday, December 6 – road deliveries to WA and NT
Friday, December 8 – road deliveries to SA and TAS
Monday, December 11 – road deliveries to NSW, ACT and VIC
Wednesday, December 13 – road deliveries to QLD
These cut-off dates give us some leeway, and we can send parcels after these dates. However, we cannot guarantee delivery before Christmas. Get organised now to avoid disappointment.

The above deadlines are based on time frames provided by our delivery partners. Once a parcel is dispatched we cannot control its delivery, nor take responsibility for deliveries that may be delayed. In the event that we incur an inventory error and do not have an item you have ordered, we will contact you directly to discuss a solution. During this busy time, the Entropy Elves strive to ensure that parcels get to you as quickly as possible. However, due to the enormous volume of orders, our shipping timeframes will differ to normal. Thank you for choosing to shop with us, and if you have any questions, please contact a friendly elf!

Any other questions - please contact us

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