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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 $180. Orders with a total value of $180 or more are delivered FREE within Australia.

How will I know my order has been sent?

If your order is received by 10am 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 10am sent that day. Orders received after 10am will be dispatched the following day (unless you include a note saying "please pretty please can you try and send this today"). Orders received on a weekend will be dispatched the following Monday. We use multiple carriers to deliver orders - most are shipped with Australia Post, Fastway Couriers or 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 shipping confirmation email will also include tracking information, unless the product is being shipped directly from our supplier which will be noted in the product description.

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

How long will my order take to arrive?

Orders up to 5kg in weight (the greater or cubic or physical weight) are sent with Australia Post eParcel, 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 major cities in Australia.

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

  • Queensland: 1-4 business days
  • Sydney, Canberra, Melbourne, Adelaide: 3-6 business days
  • Perth, Hobart, Darwin or regional centres: 5-10 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 dispatch, 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 dispatched, 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).

If a product is to be shipped directly from our supplier, this will be noted in the product description in most cases.

Please note that products sent from our supplier's warehouse typically take longer to arrive than ones shipped from our own Brisbane warehouse. Most orders shipped by our suppliers 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 as soon as possible?

To get your parcel from Elf HQ to you as soon as possible, please do the following.
1. Order before 10am AEST.
2. Make sure your order fits in a 5kg size satchel.
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 quick 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 1300 48 00 48.

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 or parcel collect location.

All orders over $250 in value will be automatically shipped with signature on delivery to ensure safe delivery of the order.

Please note that if you choose not to have signature delivery, then 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 when you have selected to not require signature on delivery.

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 orders that require an express service which is outside of our normal shipping arrangements.

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 make your purchase on our website and select to have the gifts delivered to an Australian address.

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 (limited exclusions apply). We provide flat rate delivery of $9.95 for orders under $180; and orders $180 and over are sent FREE, no matter how large the items are. We also provide free gift wrapping and gift tags on request. 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; 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 include the message you would like written in the Notes section or checkout.

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. We can only accept one delivery address per order.

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. Only a packing slip is included in with the parcel and this makes no mention of pricing.

Do you offer a lay-by service?

Due to space restrictions we do not offer a lay-by service. However, we do offer both Afterpay and Zip as payment options.

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 100 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 $180, and your return brings your total order to less than $180; then you will be refunded for the item, less the $9.95 delivery charge for orders under $180. 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.

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 to discuss options.

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, debit card, PayPal, Zip and Afterpay. 

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 email us as we may be able to offer you a special arrangement.

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

2019 Christmas Deadlines will be available in November 2019.

 

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