When will my order be dispatched?
Hide & Seek Kids will dispatch your order between 1 and 3 business days. Usually we dispatch the following day, but during busy period 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 recieve 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?
It is Hide & Seek Kids and Northline policy that there is to be someone home to accept delivery and to help unload the boxes. The Cubby boxes are heavy and bulky, something one person can not safely handle. Please ensure this is arranged prior to delivery. If you are unable to help unload then you will need to organise with the Delivery to have a tail gate truck. Hide & Seek Kids are not liable for the extra costs for this service and will need to be organised with the receiver.
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?
Confirmation must be obtained via a phone call prior to delivery (Northline will contact you), if the customer can not be contacted, the delivery will be postponed until confirmation is received.
If the driver pre-arranges & confirms with a certain delivery day, and arrives with the customer’s goods with no-one at premises to accept the delivery, then a fee will be charged if re-delivery service is requested.
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?
Our carriers will always try to deliver within our estimated delivery times, but late deliveries can happen. We set monthly targets to ensure that our couriers deliver on-time, 97% of the time.
If your delivery is late, we encourage you to send us an email to email@example.com with your order details.
Our team will be able to chase-up our couriers and keep you updated throughout the process.
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.
We highly recommend to accept the delivery, mark on the shipping docket that it is delivered short and notify us via email firstname.lastname@example.org of this occurrence.
Short deliveries do not necessarily mean items are lost, as some couriers tend to push out deliveries as quick as possible, especially during the busy Christmas or shopping seasons.
What do I do if my delivery arrives damaged?
Our couriers handle with care, and our packaging includes lots of materials and Styrofoam to prevent any handling or transit damage.
If your carton arrives damaged, we highly recommend to accept the delivery, mark on the shipping docket that the carton has been damaged by crossing out “delivered in good condition”, and notify us via email email@example.com of this occurrence.
Damage to the packaging may not necessarily mean your item has been damaged. We recommend to accept the delivery, inspect the 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 standard 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.