Welcome to Todz & Up and Thank You for shopping with us.
We've put together the following list of questions to help you find answers to almost all of your queries. If there's something we haven't covered, please don't hesitate to get in touch with us.
[email protected]
General FAQ
1WHAT ARE YOUR OPERATING HOURS?
Hey there! At our online business, we're all about making things easy and convenient for you. That's why we keep our store open 24/7, so you can shop whenever it suits you best. We understand how frustrating it can be to wait for a response, which is why we always aim to check orders and reply to messages as quickly as possible. And even though we're a family-run business with two little ones to care for, we're still as committed as ever to providing you with a friendly and efficient service. We're always here to help, so if you have any questions or concerns, don't hesitate to contact us. We're a friendly bunch and we love hearing from our customers!
2ARE YOUR PRODUCTS KIDS SAFE?
Yes, absolutely. All paints used on our toys are approved as non-toxic and safe for children. We have recommended ages listed on our product pages to ensure that you are aware of the safety or age limits on the products before making a purchase.
3DO YOU OFFER A LOYALTY PROGRAM?
Of course! Signing up is easy – just click on the "Client Centre" button at the top of the site and create an account. Then you can start earning points for every dollar you spend. Once you reach 100 points, you can enjoy a fantastic $5 discount. Happy earning! And you can always check your point status by logging into your account.
4DO YOU GIFT WRAP?
Yes, we sure do!
Our gift-wrapping service costs $5.50, including a string ribbon and gift tag. And if you'd like, we can even add a personal, handwritten note for that extra special touch.
If you have multiple items you want to get wrapped, we'll be happy to do that for you.
Just send us a message to organise this option.
5CAN I SEND A CARD WITH MY ORDER?
Yes, you certainly can. We offer several options in our gift options link. You can choose your preferred card and a personalised note to be added if you wish.
6MY ORDER IS A GIFT. DO YOU INCLUDE PRICES ON PACKAGING SLIPS?
Don’t worry we never include the price on anything we send out.
7JUST COMPLETED YOUR ORDER AND FORGOT TO INCLUDE A GIFT CARD. IS IT TOO LATE?
Just reply to your order confirmation email and let us know you forgot a note. And if it hasn’t ship yet we make sure it is included.
8CAN WE COME SEE YOUR PRODUCTS BEFORE PURCHASING?
Sorry, we are currently an online store only, but we have big dreams for the future. You can, however, visit us at one of our monthly market locations to view our selection. You may even find some market specials! (link)
Payment FAQ
1WHAT ARE TODZ & UP PAYMENT OPTIONS?
We strive to provide multiple payment options to make your purchase as convenient as possible. You can buy through our website using Stripe Payment, which accepts credit card and debit card payments, or you can use Pay Pal, Afterpay or Zip Pay.
If you live in Matamata, we offer free shipping options, and you can pay in cash upon delivery, bank transfer or EFTPOS (payment method will be confirmed before delivery)
Service problems
1WHAT IF I HAVE A PROBLEM WITH MY ORDER?
Easy. Just email us on [email protected] and let us know how we can help you with your order. If there is a problem with the product we will require proof of purchase and may ask for photos of the faulty product. The goods will need to be returned in its original packaging. Please refer to our Exchanges and Returns Policy for more information.
2HOW DO I LOG IN OR REGISTER AN ACCOUNT WITH Todz & Up ONLINE?
To register for an online account, all you need to do is click on the Sign In or My Account options in top right corner of the page. This will direct you to a new page and offer you an easy process to login or create a new account.
3DO I NEED TO CREATE AN ACCOUNT TO MAKE PURCHASES ONLINE?
You can register as a guest to make purchases online but there are benefits of creating an account with Todz & Up:
• All your purchases and history is saved in your account for your convenience.
• Shop faster with access to your previous orders in your history.
• If you have joined Todz & Up and have selected to receive our newsletters. From time to time we may send you special offers and exclusive deals!
4HOW DO I UPDATE OR CHANGE MY ACCOUNT INFORMATION?
To update your account information:
• Click 'My Account' and Sign in to your account.
• You will now be at your ‘Dashboard’. Click edit on any field you wish to change ie, Contact Information “Account details” or Addresses.
• Update details and 'Save Changes'.
5HOW DO I VIEW MY ORDER HISTORY?
You will only be able to view your order history if you have registered an account with us. To view your order history:
• 'Sign In' to your account
• Click ‘Orders’ on the drop-down menu.
• This will show you all the previous orders you have made. Click on your order to see the details of the order.
6WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
If you have forgotten your password Click ‘My Account’ in the top right. This will bring you to the “Log In” page. Here you will find a ‘Lost your password?’ link. Click the link and you will be required to enter your username or email address. Click “Rest password” and an email outlining the steps to create your new password will be forwarded to your preferred email address.
7HOW DO I FIND OUT HOW MANY POINTS I HAVE ON MY ACCOUNT?
Log In to your account and click on the points option.
Delivery
1HOW LONG FROM ORDER TO DELIVERY?
We make every effort to promptly pack and dispatch orders within 24 hours of approval, ensuring speedy delivery. Please be aware that any orders placed on Fridays will be shipped out on the following Monday morning. This is due to pick-up services being unavailable on the weekends.
Delivery can take up to 5-7 working days. This can be dependent upon courier services at the time and if you are non-rural or rural.
Our top priority is ensuring our customers receive their orders promptly and efficiently.
2DO YOU USE NON SIGNATURE OR SIGNATURE ON POSTAGE?
We use a non-signature required postage service. If you require a signature to be added to your postage, please leave “SIGNATURE REQUIRED” in the comments/notes section of your order.
3DO YOU OFFER FREE DELIVERY FOR LOCALS?
Yes. For our Matamata customers, we offer free delivery (organised with the customer) and can arrange for weekend drop-offs if necessary.
4HOW CAN I TRACK MY DELIVERY?
You will get a shipping confirmation email when your order has been confirmed by our carrier usually within a day or two after your order confirmation email is received. You will be able to view your tracking by following the link provided in the email.
If you have an account you can log in and find your order and tracking information under “Orders”
If you would like the tracking confirmed or it doesn’t seem clear, then please email us at
[email protected] with your order number, as we’d be more than happy to take a look for you.
Refund policy
1RETURNING OR EXCHANGING A PRODUCT
Todz & Up is committed to supplying you (our customer) with good quality products but acknowledges that sometimes there may be a problem. If the item is faulty or you have a complaint regarding a product, please contact our customer team at [email protected] and explain the situation so we can organise an exchange or return of goods. We will require proof of purchase and may ask for photos of faulty products.
We accept product returns within 30 days from the date of purchase and will provide you with an exchange, credit note or refund as long as the following criteria have been met:
1. You return the item within 30 days of purchase.
2. Provide the corresponding Todz & Up invoice/order number from the time of purchase.
3. Ensure the item is in its original packaging, including all accessories and/or any instruction manuals.
4. The item must be in a saleable condition i.e. unworn, unopened, unused and in original condition.
Please allow 7-10 days for your refund to be processed. For any enquiry, please email us for further details at [email protected]
2WRONG GOODS
If we have shipped the wrong goods, firstly we apologise for any inconvenience. Please contact us and we will endeavour to rectify the error. You can do this by contacting [email protected]
Please note: the cost of freight to return the item to us and to resend the replacement item is at Todz & Up expense.
RETURNS PROCESS
1. Ensure the items being returned comply with the return criteria stated above
2. Locate your receipt. You will need information from the receipt to proceed
3. Contact us to discuss your return.
4. Suitably pack items for transport, ensuring all items and paperwork are included, and the box is clearly, addressed. Note that any damage in transit caused by inadequate packing will be at the cost of the customer.
5. Post items to be returned.
6. If Todz & Up is covering the cost of returning the item, all information of pick up and labelling will be sent to the customer to apply to the package. Once the return is processed, Todz & Up will refund the cost of the item or exchange the item. As per your (customer) request.
FAULTY ITEMS
Todz & Up will meet our obligations in accordance with your rights as a customer under the Consumer Guarantees Act for any faulty items. For more information please visit, www.consumerprotection.govt.nz
Todz & Up will accept product returns and provide you with an exchange, credit note, refund, or repair where:
• The product is not of acceptable quality in accordance with the Consumer Guarantees Act
• The product is not fit for its intended purpose, or
• The product does not match the sample or our description; and
• You produce your original invoice or order number at the time you returned the item