FAQs

Timber Tots Customised Orders: 
We are more than happy to work with you to customise any of the products in our range.  Send us a message via the contact page with your requirements, OR if you wish to speak to us personally, leave a brief message and include your phone number and best time to contact you. 

Note:  Should a customised item be ordered that may incur an increased production fee and/or postage fee (due to new size / weight etc), this will require payment prior to shipment of the order.

Turn Around Time:
All customised products ordered / purchased from Timber Tots, have an approximate 3-4 week turn-around time. 
*Postage time is to be added to this time frame - delivery time is out of our control of course.
This may increase during busy periods such as Christmas for example, without notice. So please be sure to order well ahead of your requirement date if possible.

Variations:
All Timber Tot products are handmade personally by us, and as such, variations in final products may differ to what is seen on screen, eg:  paint colour may vary slightly depending on the wood-grain in the timber used -  this is of course, the nature of most handmade products.
*There may also be a slight colour/hue variation from screen to screen/platform to platform.

Shipping:  
** We use the most cost effect method possible, in most cases we use Australia Post.  Post time, of course is out of our control.
** We can offer Express Post (at extra cost) if required, please contact us, if urgency is an issue.  Express Post takes 1-2 days if address is in the express network.  If outside the  network, Australia Post's next day guarantee may not apply and will take longer to reach you (this is outside our control).
International Shipping:

We now ship internationally (YAY)! If you have any questions regarding international shipping, please do not hesitate to get in contact with us. 

Returns:
** We are unable to accept returns on customised decor items due to 'change of mind' as these items are custom hand-made to order, and therefore, cannot be resold.
** Should an item arrive broken, please send us pictures within 5 days, so we can work with you to resolve any issues. 
** As all products are hand-made, minor imperfections may be a characteristic of any item, but if a refund is deemed appropriate, the item will need to be shipped back to Timber Tots, at your expense.