Shipping
How is my order shipped?
How is my order shipped?
- Typically we use Australia Post.
- For large parcels we may use an alternative courier carrier.
- We typically ship within 24- 48 hours (within business days) of an order as we know our items are generally needs based. This may vary in sale periods and promotions.
- Postage times will vary depending on location however in most cases you should receive your order within 5 business days from the purchase date.
- Large or custom requested items may incur additional postage and handling charges.
- You will get tracking notification as soon as it is shipped. Please check your junk folder if you haven't got it.
Please note we do not currently ship to EU countries due to high volume of returned parcels due to custom issues.
Can I have it sent Express Post?
Can I have it sent Express Post?
Absolutely! Just select that option at check out.
Express Post orders are sent via Australia Post. Please refer to the Australia Post website for delivery time frames. For items larger than Australia Post limits we use a range of courier services.
Do you ship internationally?
Do you ship internationally?
We ship to most destinations around the world. There are some set up for flat rate shipping.
EUROPE : Unfortunately EU is an exception. Customs in many EU locations have been bouncing parcels and RTS, without explanation so we have had to suspend sending to the location as the goods are just not getting through.
Please note that charges do not include any duty/taxes charged by your country's port authorities (if applicable). You will be responsible for any charges they may add. We are unable to quote these as they vary immensely from country to country.
If you country isn't setup for flat rate shipping please email us a list of the products you are interested in and your shipping information /address to orders@kaikofidgets.com and we can provide you with a quote.
Please note its coming from 'down under' & therefore parcels can take weeks (sometimes more than that) to arrive depending on location. If the parcel is urgent please select the DHL/express options (we know it's expensive, but it's not something we can control... hopefully the exchange rate conversion makes it less 'painful'& the benifit of our range makes up for it).
Also alert us re the urgency via email and we will find the quickest way to get it to you. You will get tracking notification as soon as it is shipped. Please check your junk folder if you haven't got it. So hope you love & find helpful your order.
If an international parcel is taking longer that it should, do let us know and we will follow up with carrier. Please note we cannot resend packaged UNTIL the carrier deems it LOST, which can frustratingly take up to 21 days sometimes. This is out of our control, and i promise you, it creates as much anxiety for us as you, so please understand that when placing orders patience is needed at times. It rarely happens, but when it does, we will lodge an enquiry and follow it through until resolved.
How can I track my order?
How can I track my order?
When we ship your order, we automatically send you your tracking number. (Please check your junk folder)
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Returns & Exchange
What is your returns policy?
What is your returns policy?
All claims for faulty items & returns (unopened & un used items) must be made within 14 days of delivery. If there is an issue/fault, please contact us and send videos/photos so that we can promptly resolve.
There is no return or exchange available on sale items. In addtion, all wearable and chew supports cannot be returned if opened. This includes breath tools, chew supports and chain maille wearables.
Please contact us quoting your order number, with details of your proposed return before proceeding.
Bundles are treated as a single item and Individual items from bundles cannot be returned separately.
Who pays for the postage of the return and replacement item?
Who pays for the postage of the return and replacement item?
Unless the goods are defective or sent in error, you will be required to pay postage with tracking to return goods. Items must be received in original, unopened condition and packaged safely so damage does not occur. For replacement items for change of mind/exchange the buyer is also responsible for shipping costs. For replacement of faulty items we fully cover shipping.
If returned goods are used or in an unsaleable condition, then your return may not be processed. All returns must be made within 14 days of delivery.
Items may also be returned in person to 553A Sayers Road Tarneit 3029, Victoria in business hours. Please advise us on our office number if attending in person on 0490 801 840 as it is a working factory.
SQUISHIES & Chew Supports
SQUISHIES & Chew Supports
Please note for hygiene reasons we cannot accept these as returns if opened or handled as we cannot re sell them. No one wants a squishy or chew support handled by others lol. A tad ick.
For consumable items such as chew supports and squshies - Please note a warranty is not provided unless product is faulty on first opening. Please refer to each squishy product page for further info re life expectancy information.
What if my order is damaged when it arrives?
What if my order is damaged when it arrives?
If the goods are faulty, damaged on arrival or they have been incorrectly described we offer the choice of a refund or exchange. Refunds are processed within 48 business hours.
Please contact us with 48 hours of accepting delivery & include a photo and or video.
We may ask for further images to help investigate the damage or fault.
RE SQUISHIES - Due to the flexible, squishy & stretchy nature of these products, it does mean they don’t last forever. It would be awesome if they did, but unfortunately they don't...
Depending on how they are used, they can last an hour, week or a year. All squishy and stretchy items are durable, but not indestructible. Squishies typically have a plug/join where they were filled. This is its most vulnerable spot, so if at all possible it is best to use this palm side in so the least amount of pressure is placed in the join. This will maximise its life.
They are not recommended for children who may try to bite, chew or ingest the contents. Avoid aggressive or excessive squishing, stretching and contact with any sharp objects.
Please note a warranty is not provided unless product is faulty on first opening.
What if I change my mind?
What if I change my mind?
We are passionate about making sure you have the right product for your needs. If you change your mind about the purchased items, you are welcome to return it if UNUSED to us (at your cost) and we will provide you with a store credit so you can chose something else. Refunds are not provided for change of mind.
All returned items must be in original, unused and unopened condition.
Please note that, for hygiene reasons, we cannot accept change of mind returns or exchanges for any oral motor/chewable/wearable/squishy items, such as body socks, Ark chews, squishies, chain maille vest etc.
Purchase Orders & Quotes for Schools & Organisations
PO & Quotes
PO & Quotes
We have a system in place for school/organisation proforma quotes/orders that is streamlined via our website. It eliminates the issue of trying to order things not in stock also and means you don’t have to create a detailed list & then wait for us to manually generate it.
- You add things to cart as usual– that way you can select size/weight/colour preferences and only can select quantities in stock etc
- If it is for a quote only - at VIEW CART stage please write "QUOTE ONLY" in the special notes section.
- If requiring goods before payment, please provide both a PO number and contact person for payment and their email in the special notes section.
- You then proceed through to check out
- At the payment details DO NOT enter payment credit card/pay pal. Instead select the option under it (other payment options) Deferred Payment Schools/organisations
- It then lets you complete check out WITHOUT payment & sends a LINK to the invoice to the email you provide (please check junk if you do not receive it)
- It also means the link to invoice/ quote is immediate.
We dispatch once payment is received UNLESS written approval is given to us via email to us to dispatch prior to payment.
I have an Occupational Therapy background and am happy to field questions re specific needs too if helpful before placing orders.
Purchase Orders
Purchase Orders
If you are needing to send through a PO, we accept purchase orders from schools, hospitals and many other government organisations.
Please email your order to jo@kaikofidgets.com and include:
- items required
- best contact person
- delivery address and
- any other instructions
We will send an invoice, with payment to be made within 7 days of the invoice date.
Policies
What is your Privacy Policy?
What is your Privacy Policy?
We collect information from you when you register on our site, place an order, subscribe to our newsletter or enter information on our site.
Your privacy is important to us, and we are committed to protecting it.
We will not provide your information to a third party and we do not store your credit card details.
We may send you newsletters via email with helpful information, new products, promotions and exclusive offers. You may unsubscribe from this mailing list at any time.
What is your Complaints Policy?
What is your Complaints Policy?
We do our very best to provide the best possible service and high quality items. If for any reason you are not happy, please email us at orders@kaikofidgets.comoutlining your concerns. We would appreciate the opportunity to resolve the issue to everyone’s satisfaction as quickly as possible.
