Help centre

The things people ask most. If your question is not here, write to us — a real person will answer it.

Orders & delivery

How long will my order take?
We dispatch within one to two business days. Standard delivery across Australia is two to five business days. International orders take seven to fourteen.
How much is delivery?
$7.95 across Australia, and free on orders over $60. International rates are quoted at checkout before you pay.
Can I track it?
Yes. You get a tracking link by email as soon as it leaves us, and it appears in your family dashboard too.
Can I change or cancel an order?
If it has not been dispatched, yes — email us and we will sort it. Once it is on its way, use the 60-day returns instead.

What is your returns policy?
Sixty days, unused, in the original packaging, for a full refund. Digital downloads cannot be refunded once downloaded.
Something arrived damaged.
Send us a photograph and we will replace it immediately. You do not need to post the damaged one back.
How long do refunds take?
Five business days from when we receive the item, back to the original payment method.

Why do you need my mobile number?
To send a one-time code confirming a real adult is creating the account. It is used for account security only — never for marketing, and never shared.
Can my child have their own account?
No, and that is deliberate. Children never sign in and never give us information. You can create optional child profiles that hold only a nickname and an age band.
How do I delete my account?
From your dashboard, or ask us. Order records must be kept seven years for tax law; everything else goes.
I have forgotten my password.
Use the "forgotten it?" link on the sign-in page and we will email you a reset link.

Do you show adverts to children?
No. There is no advertising anywhere on this site, and we run no third-party advertising code at all.
Does anything autoplay?
No. An episode ends and the screen stays ended. There is no countdown to the next one.
Can anyone message my child?
No. There is no chat, no comments and no messaging of any kind on this site.
What data do you hold about my child?
If you create a child profile: a nickname you type and an age band. Nothing else, ever.