Frequently Asked Questions
Frequently Asked Questions
· Why do I need to register an account?
o In order to transact on our website, you need an active registered profile. When creating your account you will select a username and password which you will need to log into your account.
· How do I register a new account?
o You can create a new account by following the below steps:
1. Click on “Register” in the top right hand corner on our homepage
2. Complete the required information
4. Click on continue
5. You will get a massage that your account has been created.
6. You will get an email that you are now registered. If you don’t get an email, please check your spam or junk mail folder and make sure that you’ve type the correct email address in.
· How can I recover my password for my account?
o You need to select the “Forgotten Password” link when logging onto your profile and type in your registered email address. We will email a link to the registered email address which will allow you to update your password.
· Will my personal details be kept confidential?
2. ONLINE ORDERS
· How do I place an order?
o You need to register an account first. See nr 1 above.
o When you selected the item that you want, click on “Add to Basket”.
o If you want more than one of the specific item, change the quantity, for example to 2(two) or 3(three)
o When you have added all the items that you want to your basket, click on the “My Basket” drop down in the top right corner.
o Click on checkout. (If you want to check all your items, click on “View cart”).
o Complete step 1 – 6.
o If you want to make any arrangements regarding delivery make a note in the comment box at step 4.
o If you have any other requirements regarding your order please make a note in the comment box at step 4. i.e. if you want to make sure that you get an item in a specific colour, type etc.
o Make sure that you read through the Terms and Conditions before you agree to it.
o Please take note of the screen with the information on how to communicate with us regarding your order.
o Please note that we don’t respond emails regarding queries on orders. Log a query as per our communication policy
· Will all the stock be available for my order?
o We do our best to make sure that we have stock on hand of everything offered in our online shop. Our website automatically updated and we monitor stock of products closely. However, despite our best efforts, sometimes we may not be able to deliver certain items you have ordered. In this case, we will communicate with you and do our best to source the product for you, offer you an alternative product, or process a refund.
o If you’ve paid with your credit card, the funds were only reserved when you placed your order. We only take payment when we ship your parcel. If you don’t have a certain stock items, we will only take partial payment for the items that we do have and release the rest of the money. If we don’t have any of your items in stock, we will release the total amount. It will be released back in your account through PAYU. It will take between 5 – 11 days.
o If you’ve paid with an EFT, we will issue a coupon for the difference in order for you to purchase a replacement product. A direct refund can also be requested and will be processed within 48 hours from when we’ve received your banking details.
· How will I know that my order has been successful?
o When your order has been successfully received by our system, you'll see a confirmation page. A confirmation email will also be sent to the email address you specified, giving the details of your order. This confirmation indicates that your order has been received. If you can’t find this confirmation email, check your spam or junk mail folders. Feel free to contact us on 010 0073 076(select option 3 for web) any time between 8 am and 5 pm on weekdays if you have any queries about your order.
· Will I be able to follow the progress on my order?
o Yes, you can follow the progress of your order anytime by logging in and Check under “My Account”, under the specific order.
o We update your order status every time when we do something, i.e., start to pick your order, ship out etc. In case of queries i.e., out of stock items etc., we also update your order status.
o When we finally ship your parcel, we update your order status to “shipped” and we also supply you with your waybill nr, which you can use to track your order with the courier on www.fastway.co.za
· Can I cancel my order?
o Yes, you can. You will have to log a query on your order.
· Can I collect my online order from a store?
o Yes, you can, Items may be collected from Byls Bridge Shop in Centurion on prior arrangement.
· What payment options are available?
o You can pay with your credit card (VISA or MASTERCARD) or you can do an eft.
For Credit card payment we use PayU via FNB (First National Bank). We also use 3D Secure which means you will be taken to your own bank's site and they will send you an SMS with a code to enter to ensure your security. We do not capture your card number at any stage. This is the most secure way of doing business online and remember you are insured via VISA or MASTERCARD for this transaction (check with your bank for details).
If you feel more comfortable to pay with an EFT you can select that option. If you want to do a cash deposit at the FNB Branch, please add an additional R70 to your total for cash deposit fees.
Please use your Order number which will be on the confirmation e-mail as the reference.
· How long will it take to receive my order?
Packing Time: 1 working
day if we have it in stock, 3 working days if it's at one of our branches and
4-6 working days if we need to get it from our supplier.
(Please check the availability of the item when you purchase it)
o Delivery Time: 1 to 2 working days courier service to Main Centres in South Africa (3 to 5 days outside of main Centres)
o Main centres are: Johannesburg, Pretoria, Rustenburg, Durban, Cape Town, George, Klerksdorp, Polokwane, Vaal, Bloemfontein, Nelspruit, Harrismith, East London and Port Elizabeth and all other big cities.
· How will I be able to track my parcel?
o When we ship your parcel you will get a waybill nr that you can use to track your parcel with the courier on www.fastway.co.za
· How much do I pay for delivery?
o R70 door to door delivery, countrywide, with a tracking number and full insurance for delivery. Delivery cost for orders more than R499 are FREE!
· Do you deliver outside of South Africa?
o Unfortunately not at the moment.
· Can I return a product I bought online?
o Yes, you can return any product you are not completely happy with. You may return items purchased online to our Centurion branch for a full refund, replacement, or exchange, provided that you have the original tax invoice and the items are returned in a saleable condition within 14 days of purchase. Please note that items are subject to our returns policy.
o You can log a return request by logging a query under the order number and you will be assisted through the process.
o Alternatively, please contact us at firstname.lastname@example.org or call us on 010 007 3076 (choose option 3)
· How will I be refunded for the returned product?
o Unopened set(s) will be fully refunded or exchanged for different sets, if so desired in the same price range. Any price difference is to be rectified either to pay balance pay-out or additional payment made by the customer to Toy Adventures (Pty) Ltd, should the item being exchanged be more expensive than the item previously purchased. Toy Adventures (Pty) Ltd will not cover collection & delivery costs.
o Opened set(s) that are damaged or defective products will only be replaced if it was damaged during delivery and immediately reported to the courier and immediately to Toy Adventures (Pty) Ltd when collected or received. Toy Adventures (Pty) Ltd will cover collection & delivery costs.
6. CONTACTING TOY ADVENTURES
· How can I get in contact with Toy Adventures?
o Questions on any orders, payments or delivery
If you have any queries on your order, please log into the webpage with your username and password.
Then go to My Account and select which one of your orders you want to query, by selecting the view button.
Enter the detail under "Add Query" and we will reply within 24 hours.
Please do not send us any e-mails on order queries as e-mail is not an effective way of communication.
o General question on products
If you have a general query, you can either contact us on Facebook or you can fill in the "Contact Us" form, under "Customer Service"
For urgent matters, please phone 0100 073 076 and select option 3 for web or option 7 for admin.
7. How secure is the site
· Our site is fully secured from the home page as you can see in the URL (link at the top of your browser).
· The link is https://toyadventures.co.za it’s been through a thorough checking process by thawte, Inc.
8. Browser compatibility
Here's a list of browsers we support and where to get them:
Windows: Microsoft Internet Explorer, Mozilla Firefox, Apple Safari, or Google Chrome (latest versions)
Mac: Safari, Google Chrome, or Mozilla Firefox (latest versions)
· Please note that we sometimes do have some problems with the older version of Microsoft Internet Explorer.
9. Why don’t I get confirmation emails that I’ve registered or placed a successful order?
o Take a look at your spam/junk email folder. We are aware of the fact that our emails go to spam with Yahoo email addresses
o Check that you have typed the correct emails address in when you’ve registered.
o Make sure that your email box isn’t full.