Help and support
MANAGING YOUR ACCOUNT
Registering on the site
You can register before or during the shopping cart process. If you are new to the site, you can create an account using the link at the top of the page. We will ask you for some simple information (no credit card required at this stage) and also ask you whether you would like to subscribe to our regular updates and promotional emails.
Updating your details
Once you have created an account with us, you can sign in and change your details at any time. Simply sign into the site and click the user name link at the top of the page. You'll be taken to the 'My Account' page where you can update your profile, review current and past orders and manage your subscriptions.
Email Subscriptions
We will only send you promotional emails if you have subscribed to our updates. You can manage your subscription status at any time in the 'My Account' area. There will also be an unsubscribe link in any email sent where you can easily manage the information we send to you.
Reviewing Orders
Whilst shopping with us you can review what's in your shopping cart at any time. Simply click on the shopping cart icon at the top of the page and you can view what you have added. You can also view current and past orders in the 'My Account' page.
Personal Information Policy
Your personal privacy is important to us. We retain your personal profile information to facilitate ease of use throughout this website. All information is held and saved according to the provisions of the New Zealand Privacy Act 1993 (“Privacy Act”). You should not share your login details with anyone and must keep this information secure. TP Toys does not retain any of your credit card details used in transactions made on this website. All credit card transactions are processed by Transaction Network Services (TNS) and offer robust levels of security for your protection. For our full Privacy Policy please click here.
BUYING ONLINE
Placing an order
We've made shopping online even easier! All you have to do is add items to your cart as you browse through the site. Once you have chosen what you need, you simply proceed to the Checkout stage where we will ask you to confirm the details of your order. We'll also take you through the delivery options where you can choose to either pick up at a store near you or have your items shipped to your home or workplace. The last stage of the process is selecting your desired payment method. We currently accept VISA, VISA Debit Cards, Mastercard, American Express, American Express Membership Rewards® Points, GE Creditline, GEM Visa and PayPal as forms of payment for online transactions. Once your order is complete, we'll send you a confirmation email detailing your order.
Viewing an order
You can view an order throughout the shopping process and change it accordingly. Once the order is placed and payment is made, it cannot be edited or changed. You can, however, view the order (and any past orders) in the account section of your profile by clicking the user name link at the top of the page.
Changing or cancelling an order
Once an order has been accepted and payment made, it cannot be changed. Depending on whether the order has been processed and shipped by the store, you may be able to cancel the order by calling us on 0800 088 144 or completing the contact us form. Please note, we will always do our best to accommodate your request but you may be liable for additional freight costs to return any items purchased in error. For our full returns policy please click here.
Tracking your order
We use two methods of delivery. For most small to medium items, our carrier will be CourierPost. Once your item has been shipped, you will receive a notification email with the shipping reference number. All CourierPost deliveries can be tracked and traced here.
If you have ordered large bulky items, they will be shipped by our in-store carrier or local freight company. Due to varying delivery dates and times with certain furniture and bedding items, your local store will contact you within 24 hours of receiving your order to arrange delivery. If you require an update on your order status, please contact your local store directly or call us on 0800 088 144.
Full details on delivery can be found here.
Product Availability
We make it a priority to stock products online that we can fulfill across the country but there may be occasions where the popularity of a product, promotion or special price means it sells out faster than our systems update. Products offered on the website may vary from our retail stores and in some cases may only be available online. This also applies to pricing on some promotions where 'online only' pricing may apply.
Generally, if the product is available to be purchased online it will have an 'add to cart' button. When a product is no longer available to 'add to cart' it means it may have sold out, be temporarily out of stock or be on backorder. You can still add the product to your wish list and purchase when the item comes back into stock. Most items are available to buy online. If the product is not available online, it may be available in store.
TP Toys does not guarantee the availability of any specific product at any time.
Limit per person
We may limit some promotions and product quantities purchased per person, per household or per order. These restrictions include orders placed from the same user account, credit card, and sometimes even orders that use the same billing and/or shipping address. We reserve the right to limit quantities sold, including the right to limit or prohibit sales to resellers.
DISPATCH & DELIVERY
Freight Charges
Freight charges are calculated by the combination of the weight and size of your item and the distance between the shipping address nominated by you and the distance to your closest TP Toys store. This is done automatically as you progress through the checkout process and you will be advised of the total cost before committing to the purchase. You can nominate to pick up the items from your local TP Toys store or we can ship to your work or home address. Check out the delivery page for a full list of charges and information. Please note, if you have special delivery instructions, note those on your order or contact us with your details. There may be additional charges for special delivery requirements.
Delivery Times
Our stores ship items Monday to Friday with regular pickup and drop-off cycles by our carriers. All deliveries require a signature to ensure the security of the item. Please make sure someone is available to receive your package(s) and advise us of any special delivery details in the notes section of your order. Deliveries are made during normal business hours and if we cannot obtain a signature from the recipient, a card-to-call will be left by our courier drivers.
Delivery times are subject to stock availability, the weight and dimensions of the item and also the distance between your nominated shipping address and the store shipping your order. Click here for more information.
Delivery:
Shipping Address up to 100kms from store 2-3 business days
Shipping Address over 100kms from store 3-5 business days or by arrangement
Where's my order?
If you haven't received your order within the timeframes detailed above you can check on the progress of your delivery using the track and trace tools or call us on 0800 088 144. We will verify the status of your order and follow up with the nominated store on your behalf.
Can I pick up in store?
Yes, you can. With 35 stores nationwide, there will be a TP Toys store within driving distance for most New Zealanders. If you are not within easy driving distance, you have the option of selecting delivery in the Checkout process. Look out for the in-store signage pointing you to the online pick up stations.
Please note: when picking up in store, you may need to bring the following:
PAYMENT OPTIONS
Online Payment Options
Currently we take VISA, VISA Debit Cards, Mastercard, American Express, American Express Membership Rewards® Points, GE Creditline, GEM Visa and PayPal as forms of payment for online transactions. We do not accept EFTPOS, Direct Funds Transfer or other forms of wire transfer services.
Unfortunately we cannot accept gift vouchers or store credit for online purchases.
Finance Options
TP Toys is well-known for its great interest-free deals and finance offered through GEM Visa. We also offer Flexirent, a great way to access the latest technology on a budget you can afford.
RETURNS & REFUNDS
Incorrect Items
We understand there will be occasions where you may be sent an incorrect item or the goods sent may be faulty. We stand by the products we sell and will gladly refund your purchase or replace the goods subject to the provisions of our Returns Policy. If you encounter a problem with a product, please contact the store that shipped the order (detailed on your copy of the invoice) or call us on 0800 088 144. We will arrange to pick up the item if it was our error and return it to the originating store.
Faulty Goods
If you receive a product that appears faulty at time of delivery, subject to the nature of the fault and inspection by the store that dispatched your order, the store will arrange the replacement, repair or a refund for the item.
Warranty Information
Most of our products come with a manufacturer's warranty. The details will be specific to each product and will vary with some manufacturers offering more than 12 months. Where this is not the case, you can opt to purchase Product Care to provide you additional peace of mind and extended coverage.
Product Care
Product Care can be purchased to cover you if you experience a major failure of your goods. You are entitled to the goods being repaired, replaced or having your money refunded depending on the option you choose. Click here for more information on Product Care, including how to make a claim.
FREQUENTLY ASKED QUESTIONS
How can I pay?
Online purchases are made easy and secure with a selection of payment options, including VISA, VISA Debit Cards, Mastercard, American Express, American Express Membership Rewards® Points, GE Creditline, GEM Visa and PayPal.
Unfortunately, at present, we cannot accept gift vouchers, store credit or bank deposits for online purchases.
Do you accept layby?
No, we do not accept layby for online purchases. We do however, offer a number of finance options. Please refer to our Interest Free page for more information.
Is buying online safe?
Verified by Visa and MasterCard SecureCode protect your transactions when you're shopping online. Register for either of these free services and your purchases are guarded using your own personal password, which acts the same way as using your PIN or signature when you buy an item over-the-counter in a store. This verifies your identity when making your online purchase, ensuring payment is safe and secure. To learn more about Verified by Visa and MasterCard SecureCode, visit www.visa.co.nz and www.mastercard.co.nz.
Any personal information you disclose to us is handled with the strictest confidence in accordance with our Privacy Policy. In addition, we provide after-sales support with a large network of TP Toys stores nationwide.
What is a 'CCV'?
The Credit Card Verification Code (CCV) is the three- or four-digit code on your credit/debit card used as a security measure for all online transactions. It only appears on the card itself, which verifies that you, the buyer, have the credit/debit card with you during the purchase. The CCV is printed on your credit/debit card, not embossed like the account number is. Where the CCV is located depends on the type of credit/debit card you're using. On Visa/MasterCard, the CCV is the last three digits on the back. With American Express, it's the last four digits on the front.
Are there benefits to registering with TP Toys Online?
When you create an account with us, you'll benefit from a faster and easier Checkout process. Simply log-in and your registered details automatically appear in the Checkout form. Other advantages include the ability to: view and track your order; check your purchase history; save products of interest to your Wish List; write your own product reviews and ratings; and update your personal details.
Can I purchase product care for my products?
Most new products are covered by a manufacturer's warranty, usually for 12 months. For peace of mind, you can purchase TP Toys Product Care and protect your products for longer. See our Product Care page for more info.
Why can't I see where to add an item to my cart?
When an item has run out of its online allocation of stock it may remain active, however the ‘Add to Cart' button will disappear while our team review the stock levels of the item and either add additional stock to our allocation, or remove the product from the website. If you are unable to add an item to your cart, you can use the ‘Find In Store' tool to locate local stores with stock and purchase directly in-store.
Why can't I add more than 1 or 2 units of this item to my cart?
Occasionally, due to stock or sale restrictions, we limit the maximum number of a particular product that can be purchased. This is to ensure that there is enough stock of a product for personal shoppers and they are not snapped up by resellers and commercial customers.
I have entered all my payment information, but the order does not seem to be going through?
If you are having issues processing your payment, you can try a few of the following:
Some versions of Internet Explorer are no longer supported and occasionally cause compatibility issues, try switching to Google Chrome or Firefox.
Double check if you have any ad or pop-up blockers that may be stopping verification windows from opening.
Should the problems persist, please Contact Us for further assistance.
Where do I enter my voucher/coupon code?
Look for the ‘Do you have a coupon code?' link on the Checkout page. Clicking this link will open the voucher code field. Enter your code, and select 'Apply.'
Can I use my TP Toys Gift Card to pay for my online order?
Unfortunately, at present, we cannot accept gift cards for online purchases.
What happens after I have completed payment online successfully?
After you place an order with us, you'll receive an order confirmation email with the details of your purchase. If you have any queries regarding your purchase, please Contact Us or contact the TP Toys store fulfilling your order.
Can I change or cancel my order?
Once an order has been accepted and payment made it cannot be changed. Depending on whether the order has been processed and shipped by the store, you may be able to cancel the order by calling us on 0800 088 144 or completing the Contact Us form. Please note, we will always do our best to accommodate your request but you may be liable for additional freight costs to return any items purchased in error. For our full returns policy please, click here.
Do I have to be home to receive my items?
All deliveries must be signed for when you receive them; deliveries cannot be made to PO Boxes or ParcelPods. If you are unable to take delivery of your items in person - or if you have not received them within a reasonable period - please Contact Us or contact the TP Toys store fulfilling your order.
Can I nominate a different delivery address to the billing address?
You may choose to have products delivered to an address different to the billing address. However, we cannot deliver one order to multiple delivery addresses; in this instance, you must order items separately and assign the different delivery addresses to each.
Can I get my old item taken away when my new item is delivered?
We can take away your old item and any packaging from your new item, by arrangement only. We need to ensure our delivery team has been fully briefed beforehand or they will be unable to pick up the old item.
Can I get my new item set up and installed when it is delivered?
We can set up and install your new item, by arrangement (charges may apply). See our Installation page for more information, or contact your local store to discuss your requirements.
How do I track my order online?
As a TP Toys Online member, you can log in and check on the status of your order online via My Account. To register as a member, go to Create an Account and follow the instructions. Once your order has been shipped you will receive an email with a tracking reference number and a link to the courier tracking website.
Will my order, which includes a few items, be delivered in the one box?
When a number of items are purchased in a single order, stock availability may result in your order being sent to multiple stores or departments to dispatch the different items. Therefore, all of your order might not be delivered at the same time.
What happens if I'm not at home to receive my purchased items?
If you are not available to take delivery of your parcel, a delivery slip or card-to-call, with further instructions will be left in your letterbox.
What if I receive a damaged parcel, the wrong items, or don't receive my order at all?
If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified timeframe, please Contact Us or contact the TP Toys store fulfilling your order.
Can I change or cancel my order once it's been dispatched?
Once an order has been dispatched it cannot be changed or cancelled. For our full returns policy, please click here.
Can I choose to pick up my order in person?
When buying online, you have the option to pick up your order from a TP Toys store: it's quick, convenient and free. Simply select the "Pickup" option in the Checkout and change the store to your preferred location. When you complete your payment we will send you an email order confirmation. On receipt of this confirmation please allow approximately 4 hours for our store to prepare your order. You will receive another email notifying you your order is ready to collect.
Can I nominate another person to pick up my order from a TP Toys store?
To nominate another person to pick up your order, please enter their name in the ‘Name of Person Picking Up the Order' field in the Checkout. We understand things can change after an order has been placed, if you wish to change the name of the person collecting the order, please contact us by email or call 0800 088 144. We will request some security information from you and notify the store that your nominated person will pick up your order. Please note they will need to bring the following information:
A copy of the order confirmation email
Photo ID
What can I do if I have a problem with my new items?
If you are unhappy with the condition or performance of your new items, please contact your local TP Toys store for further assistance. You can look up the contact details and opening hours of your nearest store by using our Store Finder.
What is TP Toys's online refund policy?
We want you to be completely satisfied with your purchase and suggest that you inspect your items upon delivery or pick-up, to ensure you are happy with their condition and operation. If you're not content with the state of your new purchase, please refer to our Returns Policy.
Registering on the site
You can register before or during the shopping cart process. If you are new to the site, you can create an account using the link at the top of the page. We will ask you for some simple information (no credit card required at this stage) and also ask you whether you would like to subscribe to our regular updates and promotional emails.
Updating your details
Once you have created an account with us, you can sign in and change your details at any time. Simply sign into the site and click the user name link at the top of the page. You'll be taken to the 'My Account' page where you can update your profile, review current and past orders and manage your subscriptions.
Email Subscriptions
We will only send you promotional emails if you have subscribed to our updates. You can manage your subscription status at any time in the 'My Account' area. There will also be an unsubscribe link in any email sent where you can easily manage the information we send to you.
Reviewing Orders
Whilst shopping with us you can review what's in your shopping cart at any time. Simply click on the shopping cart icon at the top of the page and you can view what you have added. You can also view current and past orders in the 'My Account' page.
Personal Information Policy
Your personal privacy is important to us. We retain your personal profile information to facilitate ease of use throughout this website. All information is held and saved according to the provisions of the New Zealand Privacy Act 1993 (“Privacy Act”). You should not share your login details with anyone and must keep this information secure. TP Toys does not retain any of your credit card details used in transactions made on this website. All credit card transactions are processed by Transaction Network Services (TNS) and offer robust levels of security for your protection. For our full Privacy Policy please click here.
BUYING ONLINE
Placing an order
We've made shopping online even easier! All you have to do is add items to your cart as you browse through the site. Once you have chosen what you need, you simply proceed to the Checkout stage where we will ask you to confirm the details of your order. We'll also take you through the delivery options where you can choose to either pick up at a store near you or have your items shipped to your home or workplace. The last stage of the process is selecting your desired payment method. We currently accept VISA, VISA Debit Cards, Mastercard, American Express, American Express Membership Rewards® Points, GE Creditline, GEM Visa and PayPal as forms of payment for online transactions. Once your order is complete, we'll send you a confirmation email detailing your order.
Viewing an order
You can view an order throughout the shopping process and change it accordingly. Once the order is placed and payment is made, it cannot be edited or changed. You can, however, view the order (and any past orders) in the account section of your profile by clicking the user name link at the top of the page.
Changing or cancelling an order
Once an order has been accepted and payment made, it cannot be changed. Depending on whether the order has been processed and shipped by the store, you may be able to cancel the order by calling us on 0800 088 144 or completing the contact us form. Please note, we will always do our best to accommodate your request but you may be liable for additional freight costs to return any items purchased in error. For our full returns policy please click here.
Tracking your order
We use two methods of delivery. For most small to medium items, our carrier will be CourierPost. Once your item has been shipped, you will receive a notification email with the shipping reference number. All CourierPost deliveries can be tracked and traced here.
If you have ordered large bulky items, they will be shipped by our in-store carrier or local freight company. Due to varying delivery dates and times with certain furniture and bedding items, your local store will contact you within 24 hours of receiving your order to arrange delivery. If you require an update on your order status, please contact your local store directly or call us on 0800 088 144.
Full details on delivery can be found here.
Product Availability
We make it a priority to stock products online that we can fulfill across the country but there may be occasions where the popularity of a product, promotion or special price means it sells out faster than our systems update. Products offered on the website may vary from our retail stores and in some cases may only be available online. This also applies to pricing on some promotions where 'online only' pricing may apply.
Generally, if the product is available to be purchased online it will have an 'add to cart' button. When a product is no longer available to 'add to cart' it means it may have sold out, be temporarily out of stock or be on backorder. You can still add the product to your wish list and purchase when the item comes back into stock. Most items are available to buy online. If the product is not available online, it may be available in store.
TP Toys does not guarantee the availability of any specific product at any time.
Limit per person
We may limit some promotions and product quantities purchased per person, per household or per order. These restrictions include orders placed from the same user account, credit card, and sometimes even orders that use the same billing and/or shipping address. We reserve the right to limit quantities sold, including the right to limit or prohibit sales to resellers.
DISPATCH & DELIVERY
Freight Charges
Freight charges are calculated by the combination of the weight and size of your item and the distance between the shipping address nominated by you and the distance to your closest TP Toys store. This is done automatically as you progress through the checkout process and you will be advised of the total cost before committing to the purchase. You can nominate to pick up the items from your local TP Toys store or we can ship to your work or home address. Check out the delivery page for a full list of charges and information. Please note, if you have special delivery instructions, note those on your order or contact us with your details. There may be additional charges for special delivery requirements.
Delivery Times
Our stores ship items Monday to Friday with regular pickup and drop-off cycles by our carriers. All deliveries require a signature to ensure the security of the item. Please make sure someone is available to receive your package(s) and advise us of any special delivery details in the notes section of your order. Deliveries are made during normal business hours and if we cannot obtain a signature from the recipient, a card-to-call will be left by our courier drivers.
Delivery times are subject to stock availability, the weight and dimensions of the item and also the distance between your nominated shipping address and the store shipping your order. Click here for more information.
Delivery:
Shipping Address up to 100kms from store 2-3 business days
Shipping Address over 100kms from store 3-5 business days or by arrangement
Where's my order?
If you haven't received your order within the timeframes detailed above you can check on the progress of your delivery using the track and trace tools or call us on 0800 088 144. We will verify the status of your order and follow up with the nominated store on your behalf.
Can I pick up in store?
Yes, you can. With 35 stores nationwide, there will be a TP Toys store within driving distance for most New Zealanders. If you are not within easy driving distance, you have the option of selecting delivery in the Checkout process. Look out for the in-store signage pointing you to the online pick up stations.
Please note: when picking up in store, you may need to bring the following:
- A copy of your order confirmation email
- Photo ID
- The Credit Card or Debit VISA card used for payment of your order.
- Damaged or Lost Goods
PAYMENT OPTIONS
Online Payment Options
Currently we take VISA, VISA Debit Cards, Mastercard, American Express, American Express Membership Rewards® Points, GE Creditline, GEM Visa and PayPal as forms of payment for online transactions. We do not accept EFTPOS, Direct Funds Transfer or other forms of wire transfer services.
Unfortunately we cannot accept gift vouchers or store credit for online purchases.
Finance Options
TP Toys is well-known for its great interest-free deals and finance offered through GEM Visa. We also offer Flexirent, a great way to access the latest technology on a budget you can afford.
RETURNS & REFUNDS
Incorrect Items
We understand there will be occasions where you may be sent an incorrect item or the goods sent may be faulty. We stand by the products we sell and will gladly refund your purchase or replace the goods subject to the provisions of our Returns Policy. If you encounter a problem with a product, please contact the store that shipped the order (detailed on your copy of the invoice) or call us on 0800 088 144. We will arrange to pick up the item if it was our error and return it to the originating store.
Faulty Goods
If you receive a product that appears faulty at time of delivery, subject to the nature of the fault and inspection by the store that dispatched your order, the store will arrange the replacement, repair or a refund for the item.
Warranty Information
Most of our products come with a manufacturer's warranty. The details will be specific to each product and will vary with some manufacturers offering more than 12 months. Where this is not the case, you can opt to purchase Product Care to provide you additional peace of mind and extended coverage.
Product Care
Product Care can be purchased to cover you if you experience a major failure of your goods. You are entitled to the goods being repaired, replaced or having your money refunded depending on the option you choose. Click here for more information on Product Care, including how to make a claim.
FREQUENTLY ASKED QUESTIONS
How can I pay?
Online purchases are made easy and secure with a selection of payment options, including VISA, VISA Debit Cards, Mastercard, American Express, American Express Membership Rewards® Points, GE Creditline, GEM Visa and PayPal.
Unfortunately, at present, we cannot accept gift vouchers, store credit or bank deposits for online purchases.
Do you accept layby?
No, we do not accept layby for online purchases. We do however, offer a number of finance options. Please refer to our Interest Free page for more information.
Is buying online safe?
Verified by Visa and MasterCard SecureCode protect your transactions when you're shopping online. Register for either of these free services and your purchases are guarded using your own personal password, which acts the same way as using your PIN or signature when you buy an item over-the-counter in a store. This verifies your identity when making your online purchase, ensuring payment is safe and secure. To learn more about Verified by Visa and MasterCard SecureCode, visit www.visa.co.nz and www.mastercard.co.nz.
Any personal information you disclose to us is handled with the strictest confidence in accordance with our Privacy Policy. In addition, we provide after-sales support with a large network of TP Toys stores nationwide.
What is a 'CCV'?
The Credit Card Verification Code (CCV) is the three- or four-digit code on your credit/debit card used as a security measure for all online transactions. It only appears on the card itself, which verifies that you, the buyer, have the credit/debit card with you during the purchase. The CCV is printed on your credit/debit card, not embossed like the account number is. Where the CCV is located depends on the type of credit/debit card you're using. On Visa/MasterCard, the CCV is the last three digits on the back. With American Express, it's the last four digits on the front.
Are there benefits to registering with TP Toys Online?
When you create an account with us, you'll benefit from a faster and easier Checkout process. Simply log-in and your registered details automatically appear in the Checkout form. Other advantages include the ability to: view and track your order; check your purchase history; save products of interest to your Wish List; write your own product reviews and ratings; and update your personal details.
Can I purchase product care for my products?
Most new products are covered by a manufacturer's warranty, usually for 12 months. For peace of mind, you can purchase TP Toys Product Care and protect your products for longer. See our Product Care page for more info.
Why can't I see where to add an item to my cart?
When an item has run out of its online allocation of stock it may remain active, however the ‘Add to Cart' button will disappear while our team review the stock levels of the item and either add additional stock to our allocation, or remove the product from the website. If you are unable to add an item to your cart, you can use the ‘Find In Store' tool to locate local stores with stock and purchase directly in-store.
Why can't I add more than 1 or 2 units of this item to my cart?
Occasionally, due to stock or sale restrictions, we limit the maximum number of a particular product that can be purchased. This is to ensure that there is enough stock of a product for personal shoppers and they are not snapped up by resellers and commercial customers.
I have entered all my payment information, but the order does not seem to be going through?
If you are having issues processing your payment, you can try a few of the following:
Some versions of Internet Explorer are no longer supported and occasionally cause compatibility issues, try switching to Google Chrome or Firefox.
Double check if you have any ad or pop-up blockers that may be stopping verification windows from opening.
Should the problems persist, please Contact Us for further assistance.
Where do I enter my voucher/coupon code?
Look for the ‘Do you have a coupon code?' link on the Checkout page. Clicking this link will open the voucher code field. Enter your code, and select 'Apply.'
Can I use my TP Toys Gift Card to pay for my online order?
Unfortunately, at present, we cannot accept gift cards for online purchases.
What happens after I have completed payment online successfully?
After you place an order with us, you'll receive an order confirmation email with the details of your purchase. If you have any queries regarding your purchase, please Contact Us or contact the TP Toys store fulfilling your order.
Can I change or cancel my order?
Once an order has been accepted and payment made it cannot be changed. Depending on whether the order has been processed and shipped by the store, you may be able to cancel the order by calling us on 0800 088 144 or completing the Contact Us form. Please note, we will always do our best to accommodate your request but you may be liable for additional freight costs to return any items purchased in error. For our full returns policy please, click here.
Do I have to be home to receive my items?
All deliveries must be signed for when you receive them; deliveries cannot be made to PO Boxes or ParcelPods. If you are unable to take delivery of your items in person - or if you have not received them within a reasonable period - please Contact Us or contact the TP Toys store fulfilling your order.
Can I nominate a different delivery address to the billing address?
You may choose to have products delivered to an address different to the billing address. However, we cannot deliver one order to multiple delivery addresses; in this instance, you must order items separately and assign the different delivery addresses to each.
Can I get my old item taken away when my new item is delivered?
We can take away your old item and any packaging from your new item, by arrangement only. We need to ensure our delivery team has been fully briefed beforehand or they will be unable to pick up the old item.
Can I get my new item set up and installed when it is delivered?
We can set up and install your new item, by arrangement (charges may apply). See our Installation page for more information, or contact your local store to discuss your requirements.
How do I track my order online?
As a TP Toys Online member, you can log in and check on the status of your order online via My Account. To register as a member, go to Create an Account and follow the instructions. Once your order has been shipped you will receive an email with a tracking reference number and a link to the courier tracking website.
Will my order, which includes a few items, be delivered in the one box?
When a number of items are purchased in a single order, stock availability may result in your order being sent to multiple stores or departments to dispatch the different items. Therefore, all of your order might not be delivered at the same time.
What happens if I'm not at home to receive my purchased items?
If you are not available to take delivery of your parcel, a delivery slip or card-to-call, with further instructions will be left in your letterbox.
What if I receive a damaged parcel, the wrong items, or don't receive my order at all?
If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified timeframe, please Contact Us or contact the TP Toys store fulfilling your order.
Can I change or cancel my order once it's been dispatched?
Once an order has been dispatched it cannot be changed or cancelled. For our full returns policy, please click here.
Can I choose to pick up my order in person?
When buying online, you have the option to pick up your order from a TP Toys store: it's quick, convenient and free. Simply select the "Pickup" option in the Checkout and change the store to your preferred location. When you complete your payment we will send you an email order confirmation. On receipt of this confirmation please allow approximately 4 hours for our store to prepare your order. You will receive another email notifying you your order is ready to collect.
Can I nominate another person to pick up my order from a TP Toys store?
To nominate another person to pick up your order, please enter their name in the ‘Name of Person Picking Up the Order' field in the Checkout. We understand things can change after an order has been placed, if you wish to change the name of the person collecting the order, please contact us by email or call 0800 088 144. We will request some security information from you and notify the store that your nominated person will pick up your order. Please note they will need to bring the following information:
A copy of the order confirmation email
Photo ID
What can I do if I have a problem with my new items?
If you are unhappy with the condition or performance of your new items, please contact your local TP Toys store for further assistance. You can look up the contact details and opening hours of your nearest store by using our Store Finder.
What is TP Toys's online refund policy?
We want you to be completely satisfied with your purchase and suggest that you inspect your items upon delivery or pick-up, to ensure you are happy with their condition and operation. If you're not content with the state of your new purchase, please refer to our Returns Policy.