frequently asked questions
My VIP discount is not applying when I checkout?
The reason your VIP discount does not apply is because you have Java turned off. Please let us know if this is not the case.
When Java is turned off the discount does not apply automatically, however you will get a red line under the URL when checking out that displays a discount coupon code.
If you keep Java turned off, please copy and paste the discount coupon code (displayed in the red line) into the coupon space under your order summary. You can then proceed to checkout with the right discount.
Is it safe to order online?
Of course. Dragonfly uses GeoTrust Secure Socket Layering (SSL), the industry standard encryption technology that ensures safe Internet transmission of your personal information. If you would prefer to speak to a person you can always order over the phone by contacting us on 1300 856 463
Are my personal details safe with DragonflyToys?
Dragonfly practices safe e–commerce. We do not store credit card details and at no time do we share any of our customers information with any other parties. We do retain customer information in the interest of further communication with our customers. If at any time you would like your information removed from our files please contact us.
What is the refunds/exchange policy?
Please chose your products carefully as we will not offer refunds for ‘change of mind’. We can offer an exchange or credit note within two weeks of the product being sold. Any requests after this time has lapsed will not be entertained.
We are unable to accept goods that are not in the original sale condition. The cost of return freight is the responsibility of the customer. It is highly recommended that any returns are sent via Registered Post as Dragonfly will not be held responsible for items going astray in the mail.
Please check all your goods thoroughly upon receipt and if there is any damage or breakage in transit, we need to be contacted via email shop@dragonflytoys.com.au within 48 hours and items returned within a week. If we are not contacted within this time frame, we will be unable to exchange your goods. Please note that we will only send out the replacement of the same item for damaged or faulty products.All new items with visible faults must be in their original packaging and in perfect condition. Replacements will only be processed when the goods are checked. Please ensure items are carefully packed for shipment. We will cover your costs of the return postage in this instance.
Dragonfly Toys is not responsible for any merchandise damaged or lost via return post.
We do not accept responsibility for any damages or breakages that might take place once an item has been played and lived with.
Click and Collect
We endeavour to pick your click and collect order within 2 to 3 business days after receiving your order. We will email you to let you
All click and collect will need to be picked up within 28 days. Any click and collect not picked up after this time will be cancelled and no refunds will be issued.
What if my goods are damaged or faulty?
We take great care ensuring your goods have been checked for damages prior to delivery. If however they are found to be damaged or faulty on delivery, please notify us within 2 days of receiving your goods and the faulty item will be replaced.
Does Dragonfly deliver Worldwide?
Yes , we will ship all over the world. International shipping costs provided on the Dragonfly website are indicative only. We will contact you by email to confirm international shipping rates with you.
When will my order be sent?
Depending on availability of product, all orders will be sent within 24 hours. Our Australia Post collection service is 12:00 midday. Orders received after midday will be sent the following day.
When will my order arrive?
All orders should arrive between 2-5 business days from leaving Dragonfly - postage time will depend on your location. We ship midday each day so if you order after 12 pm it will be posted the next day.
How much does delivery cost?
We deliver Australia wide using Australia Post. Australia wide delivery is a flat rate of $10.00 unless otherwise noted. Bulky items and remote areas may require an additional shipping fee which is indicated in the description and included in the price of the bulky item so when you checkout you can expect the standard flat rate shipping.
We do offer Express Shipping and this is charged at $15.00.
We also have a physical shop so you can select 'click and collect' when you checkout and we will hold your item for you to collect.
We offer free delivery for Australian orders over $150.00, with the exception of extra heavy items and outer regional locations.
International orders are charged a flat rate of $35 with the exception of extra heavy items. If you order heavy items we will contact you to discuss shipping or to refund your account.
How Can I place an order?
1. Online using our secure shopping cart
2. Email us your order and contact details at shop@dragonflytoys.com.au if you wish to pay over the phone, and we will contact you
3. Phone us on 1300 856 463 and one of our staff will take your order and payment details over the phone
What payment options do you offer?
1. Visa or Mastercard - through our secure credit card payment gateway provided by Eway.
2. Shop Pay
3. Direct Deposit into our bank account
Have a question not answered here?
Please contact our friendly customer service team with your questions via one of these methods.
