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FAQs

Frequently Asked Questions

 

SHOPPING

What are your trading hours?

Our physical store is open Monday to Friday 9 am to 5 pm and on Saturday 9am to 4 pm. On Sundays and on public holidays we are closed.

 

Where is your physical store?

Our baby superstore is located in 1/176 Princes HWY, South Nowra, NSW, Australia.

 

How do I know if you have stock from the product I would like to buy?

We are currently working through our website to enable us to tell you when we have stock and do not have stock of our items. 


When stock is available, we endeavour to have your order shipped ASAP. You will be advised of shipping information via email when your order is ready to be picked up by our courier.

Orders with Local Delivery selected: You will be called and advised that your order is ready to be picked up.


Orders of items that are out of stock: We endeavour to inform all customers when there is a delay to their order via email or phone call. Suppliers can also run out of stock and sometimes this causes unexpected further delays. Where possible, an alternative item (e.g. different colour) may be offered to you so you can get your order quicker.

Some larger furniture items are in-store pickup only.

If you would like to confirm an item is in stock before ordering, please call the store on (02) 4422 1010, or email ababy.com.au@gmail.com

 

Do you sell second hand products?

No. Everything we sell is brand new and is of Australian Standard.

 

Can I buy products over the phone?

Yes, but we do need to sight a valid drivers licence on pick up. You must also give us your name, address and phone number.

We do offer local in-store pickup as a checkout option on our website which makes this process easier. 

 

If a product is discounted on your website does it mean it will be discounted in store too?

Yes, all prices are updated in store and on online when there is a discount or clearance.

 

What types of payment do you accept in store?

Cash EFTPOS and credit cards.

Remember, you can use Afterpay, ZipMoney & PayPal through our website and choose Local Pick-up when checking out.

 

Will my card details be safe and secured?

We do not save or store any card numbers.

 

Can I get a discount if I am buying a lot of things from you?

No bulk discounts available.

We strive to have the lowest prices on our products and will price match where possible.

 

ONLINE

 

How do I order products from your website?

The process is very simple.

  1. Search for the product or products you would like to order from us and add it to your cart.
  2. Go to your cart and check that your order is correct (product name, quantity, colour, etc.).
  3. Proceed to check out and fill out your details
  4. Choose shipping method. Local pick-up is only enabled for select post codes, call us if you are not presented with the option and we can refund you the shipping costs. (No PO Boxes)
  5. Continue to payment method where you can choose lots of different options including Credit Card, PayPal, PayPal LAY-BUY, ZipMoney and Afterpay. Remember: Afterpay will only accept orders of under $1000 for credit cards or $800 for credit cards. For purchases over these amounts we recommend ZipMoney.
  6. Complete your order and check your email address where you will receive a confirmation email with your order number.

As per the stock advice above, you will receive a shipping confirmation once your order has been processed and is on its way to you.

 

What types of payment do you accept online?

You can pay with all types of card, with your Paypal account and you can put your order on Laybuy with up to 4 monthly payments.

We also accept Afterpay and ZipMoney transactions.

 

Will my card details be safe?

Card details are not stored on our website. We offer secure payment gateways to ensure your details are protected.

 

Will I get a tax invoice?

Yes, your receipt will have a tax invoice, which will be sent to you when your order arrives to you, in the box.

 

Can I cancel or change my order after I have placed it?

Yes, please tell us ASAP if you wish to cancel or change your order. However, once goods have left our warehouse we cannot change or cancel your order.

Canceled orders by customers will incur a 10% handling fee.

 

If a product is discounted in your store does it mean it will be discounted online too?

Yes, all prices are updated in store and on online when there is a discount or clearance.

 

Do you sell products other than those on the website?

Not everything in our store is on our website, so please call or email us if there is something in particular you are looking for. We may be able to order it in for you.

 

I have trouble ordering online. Who can I call for help?

If you have trouble please call us in our office hours on 02 4422 1010.

 

Why am I being asked to provide proof of my identity?

We will ask for proof of identity for some online orders. We use this information to confirm your details and to use in the event of fraudulent activity. We reserve the right to cancel orders that do not provide proof when requested.

 

SHIPPING

 

What are your shipping fees?

We have a flat rate of $10 Australia wide.

 

How can I track my order?

Fastway will send you a tracking number to the email address on your account when it is sent.

 

Do you offer express delivery?

No express delivery. Our courier, Fastway, are very quick and will have your item to you in no time at all!

 

Do you offer international shipping?

No, we only ship to addresses within Australia.

 

Can I give a PO address for my order?

No Post Office Boxes/Locked Bag etc. We will email you if you choose an address that we cannot ship to. 

 

How long does it take for you to send my item after ordering it?

Stocked items will be sent as soon as possible. You will receive a shipping confirmation once it is ready to leave our warehouse.

If the item you have ordered is not currently in stock, you will be sent your item as soon as it arrives from our supplier.

In the event there is an unreasonable delay to our order or our supplier cannot send stock of the items you have ordered, we will endeavour to contact you.

 

How long does it take for my package for it to arrive to my address?

Once your package leaves our warehouse it all comes down to how far away your delivery address is from your local Fastway Couriers depot. Most NSW addresses and capital cities have an estimated delivery time of 1-2 days. 

When you are outside the Fastway Couriers delivery area, your package may be forwarded to another courier such as TOLL or Australia Post. Your package will not be tracked by the original tracking number when this happens, please contact us for updated information.

If you do not receive your package within 14 working days, please contact us and we will follow it up on your behalf with Fastway.

 

Can I change my address after I made my order?

As above, please let us know if you wish to change anything on your order ASAP. Once your items leave our warehouse, we cannot change your details. 

If your package has left our warehouse and you will not be at the shipping address, please contact us and we will follow this up with Fastway Couriers on your behalf.

 

I have received my parcel however it is the wrong item. What should I do?

Please email us or give us a call on to let us know about your problem. We will get back to you with an arrangement to replace the wrong item.

Please note: We will not send the replacement item until we have received the wrong item back to our warehouse.

 

I have received my parcel however I am missing some items. What should I do?

Please get in touch with us either by email or by phone. We may partially fulfill an order when we are out of stock for one of your items or there may be two packages for the one order. Unfortunately sometimes packages do get separated for reasons out of our control, usually the second package is delivered the following day.

 

I have an issue with my parcel - it's missing!

Please contact us, we will get in touch with our Courier company on your behalf. An investigation is launched and it may take some time for them to resolve. If the package is found to be lost in transit, we will replace your order.

 

My package is damaged. What should I do?

All of our items are sent in their original, un-damaged packaging (except floor stock, where noted).

If your package arrives damaged, please refuse delivery and contact us by phone or email. The item will be sent back to us.

Please contact us if you do not notice straight away. It is best to send photos of the damaged package to our email ababy.com.au@gmail.com - we will follow up with our courier on your behalf.

 

RETURNS

 

Do you offer warranty?

Yes, we offer a 12 month limited warranty on all of our products. Some of our great brands have a much longer manufacturers warranty with some offering more for registering your purchase with them.

 

What happens if my product is faulty?

If you have faulty items please email us at: repairs.ababy@gmail.com . Please include a full description of the problems. Include pictures, receipts and videos if necessary.

Please note: You may have to pay to send your item back to us. We will advise you if you are required to do so.

 

 

LAY BUY

 

What are the Lay Buy terms and conditions?

For the latest information on our laybuy terms and condtions, please visit: https://ababy.com.au/pages/lay-buy

 

Is it possible to pay my Laybuy weekly or fortnightly online?

LAY-BUY online by paypal is paid monthly from your paypal account. This cannot be changed however we can finalise a lay-buy early, just contact us by email or phone.

 

Can I change my Laybuy after it has been set up?

Please choose carefully as once the laybuy is set up, no changes can be made. 

 

Can I add to my Laybuy?

No, but you can place another order and we can arrange to get it sent at the same time.

 

Can I cancel my Laybuy?

Cancelling is possible, but if you cancel your Laybuy the 10% deposit will be lost, so keep that in mind.

 

Can I set my Laybuy up instore?

Yes. In store you need 20% deposit to place a Laybuy. You need to make regular payments in store or via the phone with your credit card.

 

Can I set my Laybuy up online?

You will be presented with a Lay-buy option in checkout. You will be then directed to LAY-BUY where you will set up the Lay-buy with Paypal.

 

Can I set my Laybuy up over the phone?

No. We are unable to set up a laybuy over the phone.

 

I paid off my Laybuy, What happens next?

Once your balance is cleared we will send your products as soon as possible.

 

HIRING

How does your hiring system work?

$50 bond and $10 cleaning fee is included in the service.
Hires are pick up only, we do not ship hired products. You must pay when you pick  up, however you can pick up one month before your due date at no extra charge. Eg.: If you  due 1st of August you can pay and pick up 1st of July and your 3 or 6 months hire will start from 1st of August.

 

How long can I hire your products for?

We offer a 3 or 6 month hiring system to our customers.

 

How do I pay for hire?

You can pay by card or cash in store.

 

Do you offer hiring on all of your products?

No, we only hire car seats, capsules, boosters and prams. For hygienic reasons we do not offer hiring for breast pumps.

 

Are the products cleaned by you?

Yes, we clean our products at our store once they are returned to us and give them out to hire nice and clean.

 

What happens if I am returning my hire late?

When you come to the store to return your item we will calculate the fee of the extra time and it will be deducted from your bond. You can also call and pay for extra months in store or over the phone.

 

What if I damaged the hired goods?

If damaged via accident you must claim on your insurance for a replacement cat seat. Your insurance will cover up to $500 per car seat. However, if the product is intentionally damaged you lose your $50 bond.