Customer Service


How is my order delivered? Australian Delivery & International Delivery

Deliveries within Australia: We use Australia Post mail service as this is the most secure way for you to receive your order. International Deliveries: We use Australia Post air mail service. Insurance is optional for International deliveries. Please contact us for a quote, if you would like your order insured as we are only able to insure using Australia Post to some International locations.



How do you measure the size of the teddies and toys?

At Teddy Bear Treasures, we use the manufacturers sizing to describe the size of the toys & bears. If they are a 'sitting' toy we will size and describe them in sitting position ie from their bottom to the top of their head If they are a dangly teddy, we will measure them the same way that you measure a child, heel to top of head.



Will you gift wrap and send a present for me?

YES: We welcome International and Australian customers requiring a reliable, trackable gift service. When you send a gift with us you can relax knowing that we remove pricing information, wrap and attractively present your present for you with your personalised short message written on a lovely gift card tag. Please keep the message to less than 150 charachters or it may not fit on the gift card. If the message is longer we will print it and securely attach it to the gift for you. Where more than one item is being sent to the same address we individualize each gift for you, so that each recipient feels special.



What do I do if the item I want is listed on your site but has a status as out of stock?

At Teddy Bear Treasures we run a real time stock control system. For popular items we may temporarily run out of stock, especially at very busy times around Christmas. Where we are waiting for stock we may choose keep the item on our site, so that people who are interested can add it to their favourites. If you have and out of stock item on your favourites you will be notified by email immediately it arrives in store.



My order seem to be taking a long time to arrive. Will you help me find it?

YES: We notify you via email, when we dispatch your order. Please contact us at customerservice@teddytreasures.com.au If you think that your order is taking a little long to arrive than is usual, we will be pleased to help.



I don't live in Australia, may I buy from you?

Yes, we ship all over the world. Teddy Bear Treasures has regular customers all over the world including in the UK, USA, Cananda, New Zealand, Denmark & Germany just to name a few. International customers get the added bonus of Australias' 10% goods and services tax deducted from the cost of their orders at time of payment.



Do you ship to Vietnam or China?

Sorry no, we no longer ship to either Vietnam or China.



Do You Lay-by?

Teddy Bear Treasures Lay-by Teddy Bear Treasures are pleased to offer a Lay-by Service for our clients. Teddy Bear Treasures Lay-by aims to be helpful and fair, please read our terms and conditions carefully before placing a Lay-by Order as you accept our terms and conditions in full by making your first Lay-by payment. Terms and Conditions Terms: a) Lay-by Minimum • Teddy Bear Treasures accepts Lay-bys for orders that total a minimum of $50 excluding postage b) Lay-by Period • Lay-bys are usually held for a maximum of 8 weeks, although a longer time may be negotiated for larger amounts i.e. $250 c) Lay-by Payments • A first Lay-by payment of 20% of the total order is required to secure the item(s) • Subsequent, regular Lay-by payments must be made each fortnight or as agreed. • Lay-by final payment is required 8 weeks after the lay-by began, or as agreed. • Payments may be made by either direct deposit into our bank account or by Master-card or Visa over the phone. d) Lay-by Cancellation • A Lay-by cancellation fee of 20% of the full invoice value will apply if a lay-by is cancelled. • Customer Lay-by cancellations are only accepted in writing (email or letter) • If you do not complete your Lay-by and are in default we reserve the right to cancel your Lay-by and withhold the 20% cancellation fee. If you are in default, you will be sent a written (email or letter) default notice giving you warning of our intention to cancel. • In the event of cancellation, payments received in excess of the 20% fee will be refunded. e) Members Discounts & Special Promotions • Bear Club, Members Discounts apply to Lay-bys • Special Item Promotions and Item Sales Prices apply to lay-bys • Free Freight promotions do not apply to lay-bys, Freight is always charged on lay-bys How to Lay-by: a) Shop at www.TeddyTreasures.com.au in the usual way, placing item(s) into your shopping cart Making sure you, include your delivery address and phone numbers, and in the notes field of the order write Lay-by. b) At check-out choose “Bank” as your payment method. then Contact us at customerservice@teddytreasures.com.au and ask for a Lay-by payment schedule to be sent to you. Please remember to tell us your preferred final payment date and payment method ie Bank Direct Deposit or Credit Card. c) Complete your Lay-by, within the agreed time and d) your item(s) are sent to you for you to enjoy! e) If you have any queries at all about our services, items or Lay-by please do not hesitate to contact us at customerservice@teddytreasures.com.au or by the Contact Us details on our website.



How do I pay for my order?

We accept MasterCard, Visa, Direct Deposit, Money Orders & Bank Cheques from Australian customers. We accept MasterCard & Visa only from International Customers. We do not accept cash or personal cheques.



Do you carry stock?

YES. Teddy Bear Treasures carries stock of all products in our online catalogue. We run a real-time ordering and stock control system, where items are allocated to you immediately you pay for them. If you choose to leave items in your shopping cart without completing payment, especially at very busy times they may become out of stock.



I am under 18, may I buy from you?

Sorry no: Although we sell items that are of interest to Children and Adults, we only sell to people who are over 18 years old. If you are not yet 18 please ask an Adult to purchase for you.



If I add something to my wishlist, do I have to buy it?

Wishlists are for you to easily locate items that you are interest in, they are for your information and are a good way of keeping track of gift ideas.



What happens if the item I order is out of stock at time of picking and dispatch?

If an item is out of stock at the time of picking and dispatch we may either call or email you to discuss options or we may choose to cancel your order and refund in full.