COVID-19 Update: We are open and we are packing and sending orders daily. We have received updates from all carriers that there are some delays in postage due to social distancing restrictions and a heavier workload. Express Shipping guarantees are no longer in effect, though if you need your parcel sooner this will still be a faster option. Standard deliveries may be delayed up to 14days depending on your location so please keep this in mind when ordering.
At Rata and Roo Toys we endeavour to get your parcels out as soon as possible.
All orders are sent via Sendle or Australia Post at a flat rate of $10 (bulky items excluded) from Melbourne, Australia. You can choose to send vis Auspost or Auspost Express when you checkout.
We aim to get your order packed within 3 working days. However sometimes there can be delays, as a mum with two little boys at home and 3 other kids, sometimes things can get crazy! Please if you are worried about your order please always contact us and we will check on your order.
Choosing Express doesn't mean that your order will be completed or packed faster, just that once it is sent the delivery time should be shorter.
Unless requested your order will be delivered and left in a safe place. This will be dependent on the carrier used, if you have a preference for a specific carrier or would like signature on delivery, please contact us.
If you order a PREORDER item, please check the date listed for when this will be available, PREORDER items will not ship until after this date. Any additional items added to an order containing a PREORDER item will be held until the PREORDER items arrive. If you require the other items sooner, please order these on a separate order to your PREORDER item.
PREORDER dates are an estimate and can be subject to delays outside of our control.
HANDMADE ITEMS are all made to order and will be ready to ship 6 weeks from the date of order, this does not include packing and postage times.
DURING PEAK SEASON PLEASE ALLOW UP TO 7 WORKING DAYS FOR YOUR ORDER TO BE DISPATCHED.
Delivery times vary based your location. Shipping times are just a guideline and orders will mostly arrive sooner.
Please allow up to 1 week for Metro deliveries or deliveries within Victoria.
For interstate regional or long haul (WA, NT, or North Queensland) please allow up to 14 days.
Rata and Roo Toys are not responsible for shipping time delays due to postage service delays or delays occurred after the parcel has been lodged with the postal service or courier or in any circumstances that are out of our control.
We are also not liable for any problems with your parcel after it has left our hands and is with the postal service or courier. If you experience any problems please contact us and we will assist you as much as we can.
LOCAL PICK up is available from Forest Hill, Vic 3131 at set times on Monday, Wednesday or Friday. Please use the code MELBLOCAL at checkout. Please contact us once your order has been placed to arrange a pick up time.
We are also happy to organise FREE CONTACTLESS drop off to suburbs within 20minutes of Forest Hill, please use the code MELBLOCAL and we will arrange drop off on either Tuesday or Thursday.
We are able to offer international shipping, please contact us for a quote and we will arrange a listing with the shipping included. Please allow up to 5 working days to receive this quote.
We will not be offering international shipping during peak times (November-December)
Items in our collection titled 'Handmade in Melbourne' are all handcrafted by Rata and Roo in Melbourne.
We use sustainably sourced timber and offer a range of finishes listed on the individual listings.
Due to the natural grain of timber each item will be unique. As items are completely handmade, the finish and size may vary from images and measurements.
ALL handmade items are made to order. Please allow up to SIX WEEKS for your order to be ready to send. This does not include packing and shipping time.
Refunds or Exchanges
We do not offer refunds or exchanges for change of mind. If upon arrival there is an issue with your order or any products, please contact us at firstname.lastname@example.org and we will endeavour to provide a solution as fast as possible.
Change of Mind
We do not offer refunds for change of mind or order cancellation. This applies to all orders including handmade orders which may have a longer lead time and also preorders.
If you wish to cancel your order you will be issued a store credit equal to the value of the order minus a 15% restocking fee.