Delivery FAQ's

Northline Tracking:
TNT Tracking:
Australia Post Tracking:

Tracking number (consignment number) can be found on your tracking notification email (not received in your email, check the spam folder.

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.

How do I know when delivery will arrive?

TNT Deliveries: you will be provided with a tracking number which will allow you to track the order online and it will advise you throughout the stages of delivery.

Northline Deliveries: You will receive a dispatch notification email with your tracking number. You are able to click on the track button on the email or by clicking here.

Why does someone need to be home for delivery?

For Occupational Health & Safety and company policies an able person is required to be present to accept delivery of your cubby house and assist in unloading. This is due to the oversize cartons and to minimise damages. If you are unable to help unload then you will need to organise with the delivery company to request a tail gate truck or an extra person. Hide & Seek Kids are not liable for the extra costs and will not authorise these requests.

What if no one is home to accept?

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

All deliveries with TNT are sent with Authority to Leave, unless otherwise stated in the Delivery instructions of the website. This is to reduce shipping costs, as Re-Delivery costs are forwarded to the receiver.

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.

If Northline/driver pre-arranges & confirms with a certain delivery day, and arrives with the cartons with no-one present to accept the delivery, then a fee will be charged to re-deliver, alternatively you can go to the Northline depot for pickup.

For small to mid-sized items, such a toys and accessories, our couriers most likely will not contact you prior to delivery as they try to push out quick deliveries. In this instance, if no-one is at the delivery address to accept delivery, a card will be left by the courier at the premises with instructions on depot/post-office collection or re-scheduling the delivery. If the “We missed you” delivery card presents a re-delivery option, re-scheduling will not incur any further charges to you.

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.