Customer Service

Trading hours

Our store is open online 24 hours a day. Our business hours are Monday to Friday between 9.30am and 2.30pm. If you need to contact us outside these hours, please send us an email to info@happylittlehippos.com.au

We regularly check email and will respond to your query within 24 hours (excluding weekend and NSW public holidays).

Placing your order

Orders may be placed in one of the following ways:

Payment Options

We accept the following payment options:

  • Mastercard;
  • Visa;
  • American Express;
  • PayPal;
  • Cheque (Please make all cheques payable to "Happy Little Hippos");
  • Direct Deposit (see below); or
  • Lay By (see below).

If you choose to pay via cheque, direct debit or lay by, please email your order to info@happylittlehippos.com.au or call us on +61 2 9802 2333. Goods will be dispatched as soon as your funds have cleared.

Direct Deposit

When making direct deposit payments into our bank account, please include your surname in the reference field. Our bank details are:

Name: Happy Little Hippos Pty Ltd
Bank: nab
BSB: 082-798
Account number: 86-026-7792


Lay By

If you wish to place your order on lay by, please email your order to info@happylittlehippos.com.au or call us on +61 2 9802 2333. Our lay by policy is as follows:

Pay 25% (or more) of the total order now and the item is held for 60 days. The balance must be paid in full within 60 days or the order will be cancelled. The order is posted once the balance is paid in full.

Lay by payments may be made in any one of the payment options listed above.

Gift wrap

If you have purchased an item for someone as a gift, we can giftwrap your order and include a personalised message of your choice. The charge for this service is $5.00. 

If you would like to include a message for the recipient but do not wish your item to be giftwrapped, we can add a personalised message to your order free of charge. Please include your message in the comments field at checkout.

Please note, not all items can be giftwrapped due to size restrictions. Please read product descriptions carefully to see whether this applies to your order.

Delivery within Australia

Happy Little Hippos is proud to offer a flat rate delivery fee of $8.95. Orders over $150 are delivered FREE of charge!
Orders are delivered via Australia Post eParcel or though a courier service. A tracking number is provided at the point of dispatch, to track the whereabouts of your parcel.
All parcels sent through eParcel will require a signature on delivery. If you prefer for your parcel to be left at the door or somewhere safe, please indicate this in the comments box upon checkout.

We will endeavour to have your order dispatched within 2 - 3 business days. For a guide on how long delivery will take from the day your order is placed , until you receive the goods, see below.

Sydney: 1 - 4 business days
NSW Country, Canberra: 2 - 5 business days
Brisbane, Melbourne, remote VIC: 2 - 6 business dasy
Adelaide, QLD (ex Brisbane): 3 - 7 business days
Perth, Hobart, Darwin, Launceston: 4 - 8 business days
Other interstate locations: up to 14 business days (depending on location)

PLEASE NOTE:
If your order does not arrive at the delivery address within the above estimated timeframe, we will refund the delivery fee paid (Australia-wide only). Conditions apply.*

If you would like your parcel dispatched on the same business day, please email us at info@happylittlehippos.com.au and we will do our best to meet your request. However, please note that this is not always possible.

There may be occasions whereby an item you have ordered may take longer to be delivered due to the size of the item, the destination, out of stock items or other unforeseen circumstances. In these instances, we will contact you as soon as possible after your order is placed to confirm an expected delivery timeframe. If you are not satisfied with this timeframe, you are entitled to cancel your order and receive a full refund.

* We observe all NSW public holidays.

* The delivery times exclude any custom made products. Allow up to 14 business days to receive your custom made items.

 

International orders

All international orders are sent by Australia Post Air Mail. Delivery is usually between 5 - 14 business days depending on the destination. For more specific delivery times, please refer to the Australia Post website www.auspost.com.au/international/

Orders received from non Australian residents are exempt from GST (10% in Australia). Your order total will be re-calculated during checkout once you input your mailing address. If you are an account holder, once you log in, you will be able to view all products at the ex GST sales price.

Please note that due to the size of certain products, we are not able to offer international delivery on all items. Please refer to the product description of the item you wish to purchase.

The rate for international deliveries is as follows:

  NZ (Zone A) Asia/Pacific (Zone B) USA / Canada / Middle East (Zone C) Rest of World (Zone D)
Up to 250g $7.00 $8.15 $9.30 $11.00
Over 250g up to 500g $10.70 $13.00 $15.30 $18.70
Over 500g up to 750g $14.40 $17.85 $21.30 $26.40
Over 750g up to 1000g $18.10 $22.70 $27.30 $34.10
Over 1000g up to 1250g $21.80 $27.55 $33.30 $41.80
Over 1250g up to 1500g $25.50 $32.40 $39.30 $49.50
Over 1500g up to 1750g $29.20 $37.25 $45.30 $57.20
Over 1750g up to 2000g $32.90 $42.10 $51.30 $64.90
Extra 500g or part thereof $3.90 $5.05 $7.25 $9.65
*Rates are in AUD$

Returns and Exchanges - Unsuitable Items

At Happy Little Hippos, we will return or exchange unsuitable items FREE OF CHARGE (Australia ONLY). 

Items must be unused, in original packaging and returned within 30 days of purchase. We reserve the right to refuse a product that does not meet these
requirements.

We do not accept returns or exchanges on 'sale' items.

If you need to return or exchange an item, please contact our customer service team:

Email: customerservice@happylitlehippos.com.au
Tel: 02 9802 2333. 

Once we receive your returned goods, a refund or exchange will be processed subject to the requirements noted above. 

Returns and Exchanges - International Orders

For international orders, the return or exchange of unwanted items is at your own cost.

Returns and Exchanges - Damaged or Faulty Items

If you have received an item that is faulty or has been damaged in transit, please email us immediately at customerservice@happylttlehippos.com.au. Each case is assessed on an individual basis.

Updating Account Information

If you wish to update your account information (for example delivery address), you can do so by logging into your account.

Viewing Orders

In order to view all past orders, please log into you account and click on 'orders'.

 

Christmas Cut Off Dates

Kidkraft Items Cut Off Dates

Teepees Cut Off Dates