Delivery & Returns
Delivery
For all orders placed via our tonies® NZ store, please see the current shipping guide below. If you do not receive your order or confirmation of dispatch within this time, please reach out to our support team so we can take a closer look for you:
Customer Support
Delivery is typically 4-7 working days within metro areas and up to 10 working days to regional areas of New Zealand. (Monday to Friday, excluding public holidays).
Please note that during busy periods such as sales and national holidays, delivery may be slower.
Your tracking information will be emailed to you as soon as it has been dispatched.
Our products are shipped from our Australian warehouse and delivery is available to customers with a valid New Zealand address only.
Cost:
Free shipping on orders over $100. For orders less than $100, delivery is $20.
Delivery Exclusions:
We currently are only delivering within New Zealand (North & South Islands only). We also do not deliver to PO Boxes or Shipping Forwarders. If you are located outside our delivery area (or wish to order outside this delivery area), please select the corresponding online shop of your desired delivery location at the bottom of this page (website footer).
Please note that the delivery areas vary for licence reasons.
Returns
We’re here to help if you experience a product issue covered under warranty. Please follow the steps below to ensure a smooth and quick resolution:
1. Raise a Support Ticket
If your Toniebox or Tonie character is not working as expected and you believe it may be a warranty issue, please raise a support request through our Help Centre: Submit a ticket here
2. We'll Assess the Issue
Our Customer Happiness Team will review your support request and work with you directly to try to resolve the issue. In many cases, we can help get things working again without the need for a return.
3. Warranty Eligibility
If a product is found to have a fault, you are entitled to a remedy under Consumer Law. If the fault is major, you can choose between a refund, replacement, or repair. If the fault is minor, we will offer a repair or, at our discretion, a replacement or refund.
For faults that occur within 12 months of purchase, we will typically offer:
• A warranty replacement, or
• A refund, in line with our standard customer care processes.
This is in addition to your rights under Consumer Law.
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