Bestway Fantastic Aquarium Pool

Frequently Asked Questions

Where is my item being shipped from?

Orders are dispatched each weekday from the warehouses in Melbourne, Sydney and Brisbane areas.

Can I pick up my order?

Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.

When will my order be dispatched?

We aim to dispatch from the warehouse within 1-5 business days of order placement.

How will I know my order has been dispatched?

Once your order has been dispatched you will receive an email from us that will notify you when an item in your order has been shipped, including tracking information. If you have not received confirmation, please check your junk or spam folder.

What happens if I am not home to receive delivery of my order?

In the event that you are not home and there is not a safe place for the parcel to be left, the driver will leave a card with a phone number and return the delivery to the nearest depot to be held in safe keeping. The card will have collection an or re delivery information.

Can you send to Post Office box and Parcel Locker?

Most Items can only be sent via Courier to a street address, we cannot send Large Bulky items to Post office, mailbags or Parcel Lockers. If you have any queries please Contact Us

Can I send an order to a different address from my billing address?

You can definitely send an order to an address that differs from your billing address. When you place your order change the shipping address to where you would like it to be delivered. Tax invoices are not included in your dispatched parcel, they are emailed to the billing address so the person who is receiving the order won’t see anything.

Who will deliver my order?

We work with multiple couriers to provide the most efficient delivery service with the most reasonable price and quickest service.

Please be advised that when ordering multiple items they may come from different warehouses and with different couriers. You will be sent multiple tracking numbers if this is the case.

What day/time will my order be delivered?

Unfortunately, we cannot give you an exact day and time your order will arrive as this will be determined by the courier.

You can check the estimated delivery date by visiting the courier website and entering your tracking number.

The estimated delivery time given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team.

How long does it take to receive my parcel?

The estimated delivery time frames are:

For customers in VIC, approximately 4 - 10 business days

For customers in NSW, SA, ACT, approximately 4 - 10 business days

For customers in QLD, NT, WA and TAS, approximately 7 - 12 business days.

**NOTE: Delivery time only starts after the item has been dispatched from our warehouse.

We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.

Delivery Times

Delivery time varies depending on the item and location, please refer to our guide below.

Delivery to Australia

Depending on your location and the item being delivered, we ship by various delivery companies including Australia Post, Toll Express, Fastway Couriers, Startrack, Hunter Express, Bluestar Global Logistics and Allied Couriers.

Do you offer international postage?

Items are only delivered within Australia at this time.

Warranty: 1 Year Manufacturer Warranty (Included)

Kids Mega Mart generally offers a 12-month warranty on all products, unless stated otherwise. Please refer to the warranty/returns tab on the product listing for the warranty period.

You are required to notify Kids Mega Mart within 10 business days in the unlikely event that the item arrives damaged or faulty.

In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process.

Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

Refund generally takes up to 3 business days to process once the item has been returned to the warehouse, and we will notify you once the refund has been processed. However, please allow an additional 5 business days on top for your financial institution to process it.

A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

ALL Claims need to be sent to us via email info@kidsmegamart.com.au To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:

- Order Number

- Your Name

- Delivery Address

- Phone Number

- Detailed Description outlining the reason for your claim

- Manual with missing parts indicated (if applicable)

- Images/Video clearly showing fault (if applicable)

- Images/Video clearly showing goods in original packaging (if applicable)

- Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment off image thumbnails.

Please do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit in cases where goods have been disposed of before submitting a claim to us.

Missing or Damaged Parts under 12 month warranty:

- If a single part is missing or damaged, please specify using the instruction manual of what part you are missing or is damaged and the quantity needed. Where possible, mark or circle the part in the manual and send us a picture of it.

- Once we receive the details of what is needed, we can arrange for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.

Faulty or Damaged in Transit Products:

- Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also provide a brief explanation of fault and what you would prefer in the way of compensation or replacement parts/product.

- We will assess each situation on a case by case basis. We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product.

- Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if a return label has been provided.

Returns and Refund Procedure:

All refunds are given in the form of credit. This will be issued in a credit invoice weekly. In all cases please email us and we will advise if the product needs to be returned.

Change of Mind:

- We only accept change of mind within 14 days after the item is delivered

- Please send an email including pictures or video of the condition of the product received and an explanation on why you would like to return product and if the item is eligible for return.

- For Change of Mind return product must be unopened and in its original packaging.

- Please do not return the product to us without our prior approval, credit will not be given in this case.

- We prefer that returns due to change of mind are done so at the customers arrangement.

- If return label provided to you, we will refund the total order amount MINUS initial postage, return postage and restocking fee of 15%

- If return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%

- If you change your mind before item is received and require action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage, return postage and restocking fee of 15%

- All items that are returned due to incorrect or incomplete delivery information will be treated as a Change of Mind returns including items Returned to Sender due to being unclaimed

Recalls:

- In the event of a recall, we will advise of the procedure.