Hape Emergency Services HQ

Shipping

$6.99 Auckland Delivery

$8.99 Remainder Of NZ Delivery

$13.99 Rural Delivery 

I need to return an item

If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact customer service.

The vast majority of orders at The Toy Wagon are delivered without a hitch, but understandably from time-to-time things go wrong and you may need to arrange a return. This page sets out the process and our related policies.

RETURN – CHANGE OF MIND

If you have changed your mind on your purchase we can offer you an exchange, or store credit.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:

– Products with obvious signs of use
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 14 days after delivery

For damaged items, please refer to point 2. RETURN - FAULTY PRODUCT. 

RETURN – FAULTY PRODUCT

We will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@thetoywagon.co.nz with your order number and details of the defective or damaged item to arrange this. Please include photographs to substantiate your claim.

EXCHANGES & STORE CREDITS

Once your return is received, we will inspect the item returned and notify you of the approval or rejection. If approved, your exchange or store credit will be processed.  A store credit will automatically be applied to your store account within 48-hours of the approval.

LATE OR MISSING EXCHANGE OR STORE CREDIT

If you haven’t received the courier notification of your exchange or the store credit within 48-hours of the approval, please contact us at sales@thetoywagon.co.nz

GIFTS

If you have received a gift and wish to exchange it or return it for a store credit, and the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will be required to provide the gift giver with the exchange or store credit.

RETURNING YOUR ITEM

Once you have emailed sales@thetoywagon.co.nz to confirm your return you will be given the confirmation to proceed along with a reference number (RA Number), you should mail your product to:

The Toy Wagon, Unit 1, 76 Westpoint Drive, Hobsonville

Important: To allow us to identify your order please ensure your return parcel is clearly labelled with your order number and the RA number.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning an item you should use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item and accept no liability for items lost during return transit to us.