Delivery FAQ's

Standard “Assisted” Home Delivery:


This is an assisted delivery. An able person is required to assist the driver to unload the cartons.

Note: Deliveries will only be delivered to front door or front of house, on a ground floor location. They cannot deliver large items upstairs, enter homes or take items to the backyard.

Premium “No Assist” Home Delivery:


No assistance is required to help unload the cartons. The driver will arrive with either another helper or a tailgate.

Note: Deliveries will only be delivered to front door or front of house, on a ground floor location. They cannot deliver large items upstairs, enter homes or take items to the backyard.

 

When will my order be dispatched?

Your order will be dispatched between 1 and 3 business days, depending on stock availability. Usually, we will dispatch your order the following day, but during busy periods it can take an extra day. Once your order has been lodged for dispatch you will receive a Dispatch Notification with tracking details. Please check your spam folder if you haven't received it.

Why does someone need to be home for delivery?

Authority to Leave is not available for large & bulky items (i.e., Cubby House cartons). It is recommended to check the number of cartons received and if any damage is present on acceptance.

What if no one is home to accept?

The freight company will not organise to deliver if no one will be home to accept. We highly recommend placing your best contact number during the order process, in case the driver needs to notify & schedule in a delivery day.

Note: If a delivery is organised and no one is home to accept, then the freight will be taken back to the depot. This will result in a re-delivery and extra charges will be applicable.

Will I receive a phone call before delivery?

Northline will contact the receiver prior to delivery. They will schedule the delivery and confirm someone will be present on the delivery day.

My delivery is late. What can I do?

Contact Northline on 1300 722 534 and quote your consignment number. The friendly staff will be able to look in to your delivery.

Hide & Seek Kids have limited information with your delivery and can only provide you information that is visible on the tracking website.

I have received less cartons or items than I should have.

In the rare instance that short deliveries occur, we recommend to check all of the cartons on the shipping docket to ensure that they match up with the cartons you’re receiving.

Please ensure you count all cartons and ensure there are no other discrepancies. Annotate on the delivery paperwork and let Hide & Seek Kids know via our contact us page.

Once we are notified, we will investigate the missing carton and ensure it is delivered promptly.

What do I do if my delivery arrives damaged?

All damages must be noted on the delivery paperwork and reported to us within 4 business days.

Our couriers handle with care, and our packaging includes lots of materials and Styrofoam to prevent any handling or transit damage.

If you do happen to receive a damaged carton, please take photos and annotate on the delivery paperwork. If the carton is extremely damaged (timber split) take photos and ask the driver to take the carton back to the depot. Send the photos and your order details to us via our contact us page. Hide & Seek Kids will ensure it is promptly rectified.

Damage to the packaging may not necessarily mean your item has been damaged. Please ensure to inspect the carton and product and notify us of any damages, with a description of the damage and photos attached so we can organise a repair, parts replacement or replacement for the depending on the issue.

Can I receive my delivery during the weekend of after business hours?

For Northline deliveries – Our courier does not deliver on the weekend or after business hours, only on weekdays between 9am to 5pm.

Can I change my address after it has been shipped out?

If the order has been shipped out, we can no longer alter the address or make any changes to your order.

While in the hands of the courier, changing addresses will incur a redirection fee, as our couriers will need to re-label and alter their system to reflect the changes.