You can modify your order at any time, as long as the order hasn’t been packed. Once an order is packed it’s generally too deep in the system to be easily retrieved. It’s best to contact our store as soon as possible to avoid disappointment.

A change of address is possible any time before the order is shipped. Once an order is accepted by the carrier, redirecting the parcel rarely works.

Unfortunately, same-day delivery is not possible at the present time.

On average, delivery times can be anywhere between 2-5 business days. However, some areas may take a lot longer depending on your geographical location. In fact, some regional or remote areas of Australia can take up to two weeks or more! If you are experiencing unexpected delays, beyond seven working days or more, please call or email our toy store, so we can investigate the matter further for you.

Oops! We’re so sorry!
At The Kids by X-Playground, we carefully check every order before it ships, but sometimes little mix-ups or accidents happen.

Damaged or Wrong Item?
If you receive something that’s damaged or not what you ordered, please let us know within 7 days of receiving your package.

What to Do:

Send us an email at thekids@x-playground.com with your order number, a quick description, and a photo of the item.

Our team will review it and send you a replacement or a full refund — fast and hassle-free!

Important:

To be eligible for a replacement or refund, the item must be unused and in its original condition.

No Returns on Baby Products

For the health and safety of our tiniest customers, all baby products are final sale, no returns or exchanges.
This includes baby clothing, accessories, feeding items, and toys made for kids.

We take product safety seriously and want you to feel confident knowing every baby item you order is brand new, clean, and untouched!

 

Still have questions?
Our team is always here to help!
Reach out anytime at thekids@x-playground.com. we’re just a message away.

Some store charge a restocking fee (shame on you!), Online Toys Australia do not. Generally speaking, if you want a refund for an item you are returning, we provide a 100% refund for item(s) you are returning, and that's as simple as it gets. The only exclusion, of course, is that we are unable to provide refunds for shipping costs, unless we are at fault.

Yes, we do. The option to select gift-wrapping can be found on nearly every product page in our store. Some restrictions apply (mostly for large/bulky items), but for the vast majority you can even select the style and include a message as well.

In most cases, yes, however it may not always be possible. Call or email us, and we will see if it's something we can order in for you.