Billie Grand Cubby House

When will my order be dispatched?

Your order will be dispatched between 1 and 3 business days, depending on stock availability. Usually, we will dispatch your order the following day, but during busy periods it can take an extra day. Once your order has been lodged for dispatch you will receive a Dispatch Notification with tracking details. Please check your spam folder if you haven't received it.

Why does someone need to be home for delivery?

Authority to Leave is not available for large & bulky items (i.e., Cubby House cartons). It is recommended to check the number of cartons received and if any damage is present on acceptance.

What if no one is home to accept?

The freight company will not organise to deliver if no one will be home to accept. We highly recommend placing your best contact number during the order process, in case the driver needs to notify & schedule in a delivery day.

Note: If a delivery is organised and no one is home to accept, then the freight will be taken back to the depot. This will result in a re-delivery and extra charges will be applicable.

Will I receive a phone call before delivery?

Northline will contact the receiver prior to delivery. They will schedule the delivery and confirm someone will be present on the delivery day.

My delivery is late. What can I do?

Contact Northline on 1300 722 534 and quote your consignment number. The friendly staff will be able to look into your delivery.

Hide & Seek Kids have limited information with your delivery and can only provide you information that is visible on the tracking website.

I have received less cartons or items than I should have.

In the rare instance that short deliveries occur, we recommend checking all of the cartons on the shipping docket to ensure that they match up with the cartons you’re receiving.

Please ensure you count all cartons and ensure there are no other discrepancies. Annotate on the delivery paperwork and let Hide & Seek Kids know via our contact us page.

Once we are notified, we will investigate the missing carton and ensure it is delivered promptly.

What do I do if my delivery arrives damaged?

All damages must be noted on the delivery paperwork and reported to us via the above contact form within 4 business days and not assembled in any way before contacting us. 

Our couriers handle with care, and our packaging includes lots of materials and Styrofoam to prevent any handling or transit damage.

If you do happen to receive a damaged carton, please take photos and annotate on the delivery paperwork. If the carton is extremely damaged (timber split) take photos and ask the driver to take the carton back to the depot. Send the photos and your order details to us via our contact us page. Hide & Seek Kids will ensure it is promptly rectified.

Damage to the packaging may not necessarily mean your item has been damaged. Please ensure to inspect the carton and product and notify us of any damages, with a description of the damage and photos attached so we can organise a repair, parts replacement or replacement for the depending on the issue.

Can I receive my delivery during the weekend of after business hours?

For Northline deliveries – Our courier does not deliver on the weekend or after business hours, only on weekdays between 9am to 5pm.

Can I change my address after it has been shipped out?

If the order has been shipped out, we can no longer alter the address or make any changes to your order.

While in the hands of the courier, changing addresses will incur a redirection fee, as our couriers will need to re-label and alter their system to reflect the changes.

Cancellation Policy:

If you need to cancel your order, please contact us as soon as possible. If your order has not yet shipped, we will cancel it and provide you with a full refund. If your order has already shipped, you may still be able to cancel it, but the above 7 day satisfaction guarantee will apply.

Faulty Product Policy:

At Hide & Seek Kids, we take great pride in the quality of our products and strive to ensure that every item we sell is free from defects. However, in the event that you receive a defective product, we have a policy in place to ensure that you receive a replacement or refund as quickly and smoothly as possible.

Our defective product policy is in compliance with the Australian Consumer Law, which provides consumers with certain rights and protections when it comes to faulty or defective products. Under the law, you have the right to a repair, replacement, or refund if a product you purchased is not of acceptable quality, does not match the description or demonstration model, or is not fit for its intended purpose.

If you believe that you have received a defective product from Hide & Seek Kids, please contact our customer service team as soon as possible. We may ask you to provide photos or other evidence of the defect so that we can assess the issue and determine the best course of action.

Depending on the nature of the defect, we may offer to repair, replace, or refund the product. If the defect is minor, we may choose to repair the item or offer you a partial refund. If the defect is major or cannot be repaired, we will replace the item or offer you a full refund.

We will also cover any shipping costs associated with returning the defective product to us and sending you a replacement item or processing a refund.

Please note that our defective product policy does not cover normal wear and tear, damage caused by misuse or neglect, or products that have been altered or modified in any way.

We value our customers and strive to provide the best possible shopping experience. If you have any questions or concerns regarding our defective product policy or your rights under the Australian Consumer Law, please do not hesitate to contact our customer service team.

Warranty Terms and Conditions

We offer a one-year limited warranty on all Hide & Seek Kids products. This warranty covers defects in materials and workmanship under normal use and service. If a product fails due to a defect within one year from the date of purchase, we will repair or replace the product free of charge. To make a warranty claim, please contact our customer service team with your proof of purchase and a description of the issue. We may ask you to provide photos or other evidence of the defect.

Our terms and conditions laid out does not limit any statutory rights which may be available to the Australian consumer in respect of the product, including those under the Australian Consumer Law.

General Warranty Information

This warranty applies to the original owner and registrant and is non-transferable. Regular/seasonal maintenance is required to ensure maximum life and performance of this product. Failure by the owner to maintain the product according to the maintenance requirements may void this warranty.

Maintenance guidelines are provided in the Owner’s Manual.

• All warranties provided are conditional upon domestic use only, not for commercial use.

• All warranties commence from the date of purchase.

• Liability is limited to the faulty part, which will be repaired or replaced at our discretion.

• The Warranty only applies to purchases made in Australia, and the item must be kept in Australia.

• Hide & Seek Kids may at its discretion make small changes to the design of the product, these changes are made to enhance safety and compliance and are made in accordance with the safety standards they are manufactured to.

Note: If you purchase and install any metal products (examples such as monkey bars, metal swing sets) within 1.5km of the ocean front reduces the warranty period by 25%. 

This Limited Warranty does not cover:

• Damage caused by transportation organised outside of Hide & Seek Kids, this includes pickup.

• Alteration or modification.

• Improper installation including but not limited to installation on uneven, unlevel or soft ground.

• Failing to protect your product from natural elements, including but not limited to sealing, painting and maintaining.

• Unauthorized repairs, alterations or modifications from an unauthorized third party.

• Labor for replacement of any defective item(s), this includes preparation, painting and assembly.

• Labor for any inspection.

• Natural occurring properties of wood such as twisting, warping, checking, peeling or any other natural occurring properties of wood that do not affect performance or integrity.

• Cosmetic defects, including rusting, colour fading, minor cracks, corrosion, which do not affect performance or integrity of a part or the entire product.

• For all metal parts: Surface and non-structural rusting and UV deterioration.

• Vandalism, abuse, improper use, failure due to loading or using beyond the capacities stated in assembly manual.

• Acts of nature, including but not limited to wind, storms, hail, floods, excessive water exposure, or organic growth caused by environmental climate.

• Pests, mice, cockroaches or other insects (this includes Termites).

• Consumable or expendable parts such as slides, handles, climbing walls and plastic accessories may vary in colour due to UV deterioration. 

• General wear and tear caused by use, environment or time.

Australian Consumer Law

In addition to our warranty policy, we also comply with the Australian Consumer Law (ACL), which provides consumers with certain rights and protections when it comes to faulty or defective products. The ACL requires that all products sold in Australia must be of acceptable quality, fit for their intended purpose, and match any descriptions or representations made about them. This means that if a Hide & Seek Kids product is found to have a defect or does not meet these requirements, the customer may be entitled to a repair, replacement, or refund, even if the product is outside of the warranty period. We are committed to ensuring that our products meet the highest standards of quality and safety, and we will work with our customers to resolve any issues that arise under the ACL.