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 and not assembled in any way before conatcting us.
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.
Accepting the Terms and Conditions I acknowledge that I have read and fully understand the following policies:
What information do we collect?
We collect information from you when you register on our site, place an order or fill out a form.
When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, phone number, credit card information or delivery address. You may, however, visit our site anonymously.
Google’s use of the DART cookie enables it to serve ads to your users based on their visit to your sites and other sites on the Internet.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
– To personalize your experience
Your information helps us to better respond to your individual needs.
– To improve our website
We continually strive to improve our website offerings based on the information and feedback we receive from you.
– To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.
– To process transactions
Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
– To send periodic emails
The email address you provide for order processing, will only be used to send you information and updates pertaining to your order as well as sales, company news, updates, related product or service information and deals that may be of interest to you.
You may choose to Opt-out, see Opting out below for more details.
How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.
After a transaction, your private information (credit cards, email address, phone number, etc.) will not be stored on our servers.
Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.
If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders by contacting customer service.
At any time you may opt out of receiving any communications from us (other than as required for our primary purpose or by law). Unless you opt out, your consent to receive communications from us and to the handling of your personal information as detailed above, will continue.
You may opt out by through your control panel (Requires your log-in) via the Campaign Subscription Center.
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
Terms and Conditions
Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website.
Customer Review system
By posting your customer review via our Product pages or our Customer review entry form, we reserve the right to review and publish your review on any of Hide and Seek Cubbies material. We will not alter or change your message unless made unpublishable due to technical restrictions, and if changes do occur, we will keep our best to maintain your review’s original intention and message. (Technical limits such as symbols ‘&’ or ‘-‘ cannot be used in our review system)
We may use your first name and first letter of your surname for the integrity of our published customer reviews. If you wish to be anonymous in your published review, please contact us on firstname.lastname@example.org.
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