FAQs
Frequently Asked Questions
ORDERS
Which payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. Cash payments are only accepted in-store.
What do you mean by pre-order?
If an item is listed as ‘pre-order’, it means the product is coming soon and available to reserve before it launches. Pre-order items may still be in production and may take a little longer to ship. We'll always provide an estimated arrival timeframe.
I forgot to add an item. Can I update my order?
If your order hasn’t been dispatched yet, we may be able to modify or cancel and reprocess it. Please contact us at createtbt@outlook.com.au and we’ll be happy to help.
Can I change the product or variant I selected?
We can assist with changes to product variants (like size or colour) if the order hasn’t been processed for shipping yet. Get in touch as soon as possible at createtbt@outlook.com.au.
Can I cancel my order?
If your order hasn’t been dispatched, we may be able to cancel it. If the order has already been processed, you’re still welcome to return it under our standard returns policy.
What should I do if there’s an issue with my order?
If something’s not quite right, please contact us at createtbt@outlook.com.au and we’ll do our best to fix it right away.
DELIVERY
How much is postage?
Our standard delivery rate is as per our delivery partners Australia-wide. Larger items (like STEM kits) are shipped for an extra charge. We also offer free Click & Collect from our store at South Melbourne Market.
How long will delivery take?
Standard delivery takes between 1–7 business days, depending on your location. During peak periods (e.g., holidays, sales), delivery may take slightly longer.
Which delivery services do you use?
We use trusted courier partners like Australia Post, CouriersPlease, and Aramex to ship orders with carbon-conscious delivery options.
How do I track my order?
Once your order is dispatched, you’ll receive an email with a tracking link so you can follow its journey.
RETURNS
What is your return policy?
We accept returns within 28 days of delivery if items are unused, in original condition, and with proof of purchase. Sale and promotional items can be returned for a credit note only. Full details are available on our Returns Policy page.
I need to return something. What do I do?
We’re happy to assist you with returns—please email us at createtbt@outlook.com.au and we’ll guide you through the process.
Do you offer free returns?
At this time, return postage is the responsibility of the customer unless the item is faulty.
Can I exchange an item?
Yes! If you need a different colour, style, or variant, please contact us at createtbt@outlook.com.au and we’ll assist with the exchange process.
When will I receive my refund?
Refunds are issued once the returned item is received and processed. This can take up to 7 business days, depending on your bank.
Can I return a gift I received?
Yes, we can either issue a credit note or refund to the original payment method. Please contact us at createtbt@outlook.com.au for assistance.
PRODUCT INFORMATION
What are your toys made from?
We carefully source toys made from safe, durable, and often sustainable materials—such as FSC-certified wood, BPA-free plastic, and organic fabrics.
Are your products sustainable or eco-friendly?
Yes, many of our toys are eco-conscious, ethically made, and designed with sustainability in mind.
Are your toys educational?
Absolutely! We stock a wide range of STEM, Montessori-inspired, and creative toys that support child development through play.
Are all your toys safe for children?
Yes, all toys meet Australian safety standards and age-appropriateness. Always check individual product labels for specific guidance.
PRIVACY
Why do you need my email and phone number?
We collect this information to communicate updates about your order and, with your permission, to send you news about offers or new products. We never share your details with third parties, except for delivery partners.
GENERAL INFORMATION
How do I contact Create the Best Toys?
You can email us at createtbt@outlook.com.au or visit our store at:
Centre Aisle, South Melbourne Market, Stall 169–170, 322–326 Coventry Street, South Melbourne VIC 3205
Do you offer discount codes?
Yes! We occasionally release discount codes for newsletter subscribers and followers on social media. Sign up to stay in the loop and enjoy special offers.
How can I find out about job openings?
We’re always happy to hear from passionate people who share our values. If you're interested in joining our team, send your CV to createtbt@outlook.com.au.
How can I become a brand ambassador?
If you're passionate about early learning, child development, or sustainable play, we'd love to hear from you! Please get in touch at createtbt@outlook.com.au to find out how we can collaborate.