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> Faq Page
Lego store layout

FREQUENTLY ASKED QUESTIONS

YES, WE ACCEPT OVERSEAS CREDIT CARDS.

YES, WE HAVE GIFT CERTIFICATES / COUPONS - click here to view them.


NEW ZEALAND SHIPPING: $5.49 ANYWHERE IN NEW ZEALAND. FREE FOR ORDERS OVER $99. (Sorry, the Chatham Islands also need to request a quote and then pay for additional shipping for items over 2kg or larger than a shoebox.)

OUTSIDE NEW ZEALAND: Please email us with the items you'd like to by and your delivery address. We'll then tell you how many 
$10 OVERSEAS SHIPPING CHARGES you'll need to add to your shopping cart BEFORE checking out. (Please note - Orders for overseas delivery that are placed without adding additional freight charges to the cart will be refunded and a $10 service fee will be levied.)

PRICE MATCHING: Click here for more information on price matching

 

1) How secure is this website?
This website uses an encrypted secure server. This means any information that is exchanged between your PC and our hosted Server is scrambled (encrypted) which makes it impossible for others to make sense of that information or to steal it.

2) What are your packaging and freight charges?
We charge $6.50 per order to any New Zealand destination and orders of $150 or more get free freight! All our goods are securely sealed and packaged.

3) What if your goods are damaged in transit or lost?
If you find that your goods have been damaged in transit then please notify us immediately. You should return the goods in their original packaging to our store with your receipt. Upon receipt we will credit your credit card account with the cost of the product and the freight outwards (i.e. the original purchase price). Please note that you need to return the goods within 7 days of receipt for us to provide you with a refund. You may also bring the damaged goods to our store yourself.

If your order is lost then Toyplanet will organise for replacement products to be sent to you. If you entered a rural delivery address then Toyplanet's liability ends when the order is given to the rural delivery contractor or service for your location. If you have asked us to leave your order without a signature at your delivery address then Toyplanet's liability ends when our delivery contractor confirms your order has been left at your delivery address.

4) What happens if the goods are faulty?
We honour all our obligations under the consumer guarantees act. This means we will replace or fix your goods for free for any faulty goods supplied. Failing the above we will provide a full refund with return of the faulty goods and your receipt. If your goods are faulty then please return the goods with your receipt to our store. You may also bring the faulty goods to our store yourself.

5) What is our privacy statement?
All the information that you supply is kept on a secure server. We do not divulge any information of any kind to any third party at all. Occasionally we will use your email address to notify you of information relating to Toy Planet such as new products, upcoming specials and other events.

6) What if I change my mind?
Please choose carefully as we are not able to refund if you simply change your mind.

7) Do you guarantee supply of goods?
Although we maintain a very accurate stock level as shown for each product on the Toyplanet website, on rare occasions we will be unable to fulfill an order. Therefore we do not guarantee supply of goods. If we are not able to supply the goods that you have ordered then we will contact you by email as soon as possible so you can advise us if you would like a substitute product or a refund.

8) Can you giftwrap the items in my order?
Yes! Giftwrapping is $3.99 per item and this includes a small card that we will handwrite your message on. We are unable to gift wrap items larger than 30cm x 30cm x 50cm even though giftwrapping can be selected at the checkout for these items. In these cases we will still include a free gift card and message. On a case by case basis we may also put some giftwrapping over certain parts of an item if this is practical.

9) What are your delivery times and where can you deliver?
All Auckland and North Island orders take approximately 2 to 3 working days. All South Island orders take approximately 3 to 5 working days. We can deliver to your work or home address anywhere in NZ. Please ensure that there is someone to receive your order during regular work hours at the address you have provided for delivery.

If there is any other information that you would like to know please do not hesitate to contact us. We will attempt to get back to you as soon as possible. Please note that enquiries made over the weekend or public holidays will be handled on the next available business day.

You may make further enquiries by emailing us at enquiries@toyplanet.co.nz.

10) DIRECT CREDIT: Can I pay by Direct Credit (Internet Banking)?
YES YES YES!

 

Our Westpac bank account number for online orders is Toyplanet Ltd 03-0252-0602200-000. This account can accept payment by online direct credit or you can go to your bank to make the deposit.
 

If you are dealing with one of our stores directly by phone or email you can pay by direct credit only (not at your bank) to one of our store bank accounts.
 

TOYPLANET WEBSITE ORDERS: 03-0252-0602200-000
Trademe Purchases: 03-0252-0602198-000
Toyhire & Toyplanet Mt Wellington STORE: 03-0252-0602155-000

FOR WEBSITE ORDERS (i.e., NOT BY PHONE OR EMAIL):

Please add all the items you would like to purchase to your cart and checkout your order. On the page where you are asked for a credit card number please note the Toyplanet order number and total. You can then click on the back button to exit this page and we will have a record of your order.

Please ensure you use the Toyplanet Order Number as a reference when you pay us by Direct Credit.

After completing the payment by direct credit (Internet banking) please email us at enquiries@toyplanet.co.nz the amount, the Toyplanet Order Number and the date you made the payment.

Please note that your order cannot be confirmed or stock guaranteed until after payment has been received and processed. Once we have confirmed your order you will be able to view it on the "My Account" page of this website.

11) LAYBY: Can I pay by Layby? YES!
 

We ask that Layby orders are:

  • Over $100 in total value
  • Paid off regularly
  • Paid monthly or weekly with either 2, 3, 4, 5 or 6 payments
  • Pay how you want
    • ​Online direct credit or bank deposit
    • Credit card by phone
    • In store by cash, eftpos or credit card

Online Laybys

  • Please email enquiries@toyplanet.co.nz:
    • ​A list of the items you'd like including the toy's name and product code
    • Whether you want delivery of if you'll pick up
    • Your address and phone number
  • We create your layby and email you a receipt
  • View your layby in your Toyplanet account along with your payment history

Store Laybys

  • Simply come into our store and ask to layby your order.
  • We create your layby and print/email you a receipt
  • View your layby in your Toyplanet account along with your payment history

 

12) QUOTATIONS: Can Toyplanet email me a quotation on company letterhead? YES!

To receive a quotation for your Toy Library, Kindergarten or any other organisation please proceed the same as you would for a Direct Credit order as shown in number 10 above.

Please add all the items you would like a quotation for to your shopping cart, enter the correct delivery address so that we have a record of it, and checkout your order. On the page where you are asked for a credit card number please note the Toyplanet Order Number. You can then click on the back button to exit this page and we will have a record of the items your would like a quote for. You then need to email us at enquiries@toyplanet.co.nz and ask for a quote for the Toyplanet Order Number you just noted down.

If there are any items that are out of stock that you would like us to quote for please include a list of these using each item’s product code. In some cases if a toy is out of stock it may be due for deletion or there may be some delay before it arrives back in stock. We endeavour to keep all toys on the website in stock at all times.

If there are any items that are not on our website that you would like us to quote for please include a list of these using each item’s brand, product name and product code if available. We generally stock the entire range of every brand on the website. If a brand is on the website but a particular product from this brand is not there this generally means that the item is not available in New Zealand for the current year.

For the fastest response to your quote we recommend choosing toys that are in-stock on our website.

If a quote is urgent please let us know and we will to everything we can to expedite your quotation.