Common Frequently Asked Questions

How can I track my order?

Once we have processed and shipped your order, we will send through a shipping confirmation email which will have a tracking number and the courier used.

You will also be able to find you tracking number on your order details when you have logged into your account.

Which payment methods do you accept?

We are continously updating our payment methods based on what our customers use. Currently we take all major credit cards securely through our payment gateway Stripe, express checkout through Paypal and Afterpay.

How long does delivery take?

Delivery usually takes 7-10 days depending on the area. You can always track the order through the tracking number, and we’ll be always on hand in case any delays from our shipping partners.

My item arrived damage or faulty. What do I do?

All our suppliers practice strict quality control on all items manufactured, however we understand that on rare occassions, there may be faults experienced with products.

We’re here to help, so jump on our contact form and leave us a meassage, and our staff will be in touch to advise of the next steps.

How do I cancel my order?

If you change your mind and want to cancel an order, please send us a message as soon as possible and we will cancel it if it has not already been sent with our couriers.

If it has been sent, the item will need to be returned, and we can process a refund. Our friendly staff will be able to guide you through the process.

How much does shipping cost?

Delivery costs vary depending on whether your order is a standard order or a larger order. You can find the exact delivery cost in the checkout, before placing your order. This only covers part of the cost we pay to ship your order. We do this so that we can maintain low prices on our items and offer this service.

Can’t find the answer to your question?

Sometimes we can’t answer every question in the FAQs, so if you have any concerns, questions or just want some advice, reach out to us, and our lovely team will get back to you.

You can also jump onto Facebook chat on the homepage, and we will have a response to you in a jiffy.

Send us a message!

FAQs

Which payment methods do you accept?

We are continously updating our payment methods based on what our customers use. Currently we take all major credit cards securely through our payment gateway Stripe, express checkout through Paypal and Afterpay.

How do I cancel my order?

If you change your mind and want to cancel an order, please send us a message as soon as possible and we will cancel it if it has not already been sent with our couriers.

If it has been sent, the item will need to be returned, and we can process a refund. Our friendly staff will be able to guide you through the process.

Why is my selected payment method failing?

There are many factors that could lead to a payment error and should a payment fail, we reccomend double checking your card details before anything else. If you believe your information to be correct and the payment is still not successful, please contact your issuing Bank.

Alternatively, you can select a different payment method during the cart checkout.

Will I get a refund of any delivery fees I have paid?

For change of mind returns, the delivery fee is non-refundable.

Do you offer express post on your items?

Availability of Express post is dependent on the product and if available will appear within the checkout. If you require express services, please contact us, and we will see how we can assist.

Please also note that products containing lithium-ion batteries are classified as dangerous goods and are prohibited by Australia Post. As there is a risk that item could explode during air travel the cannot be delivered by air. Due to this, any item containing a lithium-ion battery can only be delivered by standard post only.

 

 

Do you sell gift cards for Imagination Tyme?

We currently do not have a gift card program, however are looking into one in the near future.

Feel free to subscribe to our newsletter for any updates.

How do I make changes to my order?

Have you recently moved or want to change your delivery details?

If your order has processed too far through our warehouse or has been marked as shipped then this may not be possible, however, we still want to help so please let us know.

We recommend contacting our Customer Support team to ensure your details are updated before your order ships.

 
I received an out of stock notification for my order. What happens next?

On the rare occasion, we may not be able to fulfil your order due to unforseen stock shortages at our warehouse. In occasions like this, we will cancel your order and initiate a full refund immediately.

How can I track my order?

Once we have processed and shipped your order, we will send through a shipping confirmation email which will have a tracking number and the courier used.

You will also be able to find you tracking number on your order details when you have logged into your account.

How long does delivery take?

Delivery usually takes 7-10 days depending on the area.

You can always track the order through the tracking number, and we’ll be always on hand in case any delays from our shipping partners.

How much does postage cost?

Delivery costs vary depending on whether your order is a standard order or a larger order.

You can find the exact delivery cost in the checkout, before placing your order. This only covers part of the cost we pay to ship your order. We do this so that we can maintain low prices on our items and offer this service.

If I order multiple items, does it arrive in one parcel?

Depending on the items within the order, they may arrive in multiple packages to ensure that you receive your items as soon as possible.

Who will deliver my order?

We use several carriers to deliver our. Depending on your order, it will be shipped with one or more carriers.

The tracking details in your shipping confirmation email will indicate which carrier has been used.

Unfortunately, you are unable to pick a speific courier for an item in order for us to offer the lowest price possible.

I didn’t pick up my package, and it’s been returned. What happens now?

Please contact us once the you have been informed that the item is return to sender.

Once the package is returned to our store, we’ll refund the cost of the items, excluding the delivery fee which is non-refundable.

My item arrived damaged/faulty. What do I do?

All our suppliers practice strict quality control on all items manufactured, however we understand that on rare occassions, there may be faults experienced with products.

We’re here to help, so jump on our contact form and leave us a meassage, and our staff will be in touch to advise of the next steps.

What happens if I change my mind?

If you change your mind, we can offer you a refund depending if the item has been sent to our courier.

If the order is still being processed, we are able to cancel your order and provide you a refund.

If your order has already been processed, we will need the item to be returned to us with a tracking number, and once received, we will be able to provide a refund less any shipping fees paid as per the terms of the checkout.

Please contact us to initiate the returns and we will happily guide you through the process.

How do I cancel my order?

If you change your mind and want to cancel an order, please send us a message as soon as possible and we will cancel it if it has not already been sent with our couriers.

If it has been sent, the item will need to be returned, and we can process a refund. Our friendly staff will be able to guide you through the process.

What is the origin story of Imagination Tyme?

Our imagination is one of the greatest tools that have helped us develop as a civilisation. 

We are an online retailer who travel the globe looking for products that will spark your imagination and prod your curiosity.

Do you have a loyalty program?

We currently do not have a loyalty program to accrue points or bonuses on purchases.

However, we look to establish one in the future! We do like to reward our customers with special sales and promo codes, so dont forget to sign up to our newsletter and social media to be in the loop.

Do you have any promo codes?

We all love a good promo code!

Keep an eye out on our social media and newsletters for any promo codes that pop up, and grab those bargains!

Do you offer click and collect?

In order to keep our costs down and to be able to pass the savings on to you, we do not offer click and collect on orders.

How do I unsubscribe from your newsletter?

To unsubscribe from our newsletter, refer to the footer area of the email in your inbox for a link that says unsubscribe.

If you are still receiving emails after unsubscribing, then our email engine must be performing a mutiny and so we will look into it for you.

What is Afterpay?

With Afterpay, you can have your products shipped but pay over four equal fortnightly installments, interest free!

For example, if you spend $100, each installment of $25 would be deducted from your credit or debit card each fortnight. If your order is eligible, Afterpay will be shown as a payment method in the checkout.

Who can use Afterpay?

Afterpay is available as a payment option if you:

  • Are over over 18 years of age
  • Live in Australia
  • Have a valid and verifiable email address and mobile number
  • Use an Australian credit or debit card to make the purchase

First time users will need to create an account.

What can Afterpay be used on?

Afterpay can be used on orders up to $2,000.00, inclusive of shipping. If an order is eligible, Afterpay will be visible within the Checkout.

Can I get a refund on items paid through Afterpay?

To get a refund or an exchange on orders made using Afterpay, please contact us and we will guide you through the process.

Returns and exchanges are subject to our returns policy. Once your refund has been processed, any future Afterpay payments will be cancelled and any money owed to you will be refunded back to you by Afterpay. For more information, please contact Afterpay on 1300 100 729.

Where do I find more info on Afterpay?

You can first review Afterpay’s own “Frequently asked questions” on their website at https://www.afterpay.com/faqs. For terms and conditions, visit https://www.afterpay.com/terms.

For more information about Afterpay including contact details and operating hours visit https://help.afterpay.com.