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General Information

Shipping

Australian Delivery Options

Marshmallow Monkey utilises the services of Australia Post and and ships orders either by Standard Surface Mail or by Express Post. Large or bulky items are delivered by our trusted freight company.

All orders will be shipped by the designated option you choose when placing your orders so please choose carefully. 

All endeavours are made to ship all orders on the same day if received by 11:00am E.S.T Monday to Friday. Orders received after 1:00pm will be shipped on the following business day. You will receive an email confirmation when your order is processed and is ready to be shipped.

Australian Delivery Charges

To avoid confusion & keep things simple, we offer a flat rate postage of $8.95 per shipment (NOT per item) other than for bulky/awkward items as indicated. Of course, if you require next day delivery (check available postcodes below) simply choose the Express Post option for $12.50 per shipment (other than for bulky/awkward items as indicated).

Estimated Australian Delivery Times

Delivery via Australia Post Surface Mail usually takes 2 - 5 days.

For next business day delivery, Express Post items can be sent to any of the following locations listed here: http://www.auspost.com.auBCP/0,1467,CH2431~MO19,00.html

International Delivery Options

We regret to advise that we do not currently ship to international destinations.

Security

Data Use

Statistical information regarding sales or page visits obtained through customer sessions may be used internally for marketing purposes, or at our discretion forwarded to reputable third parties. This information is collated from the amassed data available on our databases and contains no personal information relating to our customers.

Cookies

The Marshmallow Monkey website utilises and stores cookies on your computer to record an id which is used to identify your session. This information is vital for our online shopping process and helps manage your shopping basket. Cookies are used for this purpose only and are in no way a detriment to your PC or online shopping experience.

Payment

What credit cards do we accept?

All major credit cards including Visa, Visa Debit, MasterCard. We currently do not accept Diners Club or American Express.

Credit Card Processing

Marshmallow Monkey uses the Eway Payment Gateway for its online credit card transactions. Eway processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.

  • All online credit card transactions performed on this site using the Eway gateway are secured payments.
  • Payments are fully automated with an immediate response.
  • Your complete credit card number cannot be viewed by Marshmallow Monkey or any outside party.
  • All transactions are performed under 128 Bit SSL Certificate.
  • All transaction data is encrypted for storage within Eways bank-grade data centre, further protecting your credit card data.
  • Eway is an authorised third party processor for all the major Australian banks.
  • Eway at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Marshmallow Monkey.

For more information about Eway and online credit card payments, please visit www.eway.com.au

To help safeguard ourselves and our customers against any inappropriate use of credit cards, customers may be asked for credit card verification.  In these instances you will be contacted via email by one of our customer service team. 

When do you charge my credit card?

Due to restrictions introduced by our bank to further enhance the safety of your online shopping experience, we now require your Credit Card Security Code when you submit your order.

Consequently, this means we must now charge your card as you place your order. We apologise if this causes any inconvenience.

Policies: Returns, Cancellations and Declines

What is a Declined Order?

A declined order notification means that your bank has rejected our request to debit your credit card for a number of possible reasons which may include insufficient funds, cancelled card or an incorrect expiry date.

Please direct all enquires about declined orders to [email protected]

Returns Policy

We stand by our products so naturally if you receive a faulty item, we will replace or refund to you. Please contact Robyn on 0407 795 837 (or by email at [email protected]owmonkey.com.au) - we may ask you to email a photograph, however, if the product needs to be returned to us, we will arrange this at our expense.

If you have changed your mind, Marshmallow Monkey is always happy to credit or exchange any unopened items within 30 days of delivery provided they are returned in pristine condition. Simply contact Robyn on 0407 795 837 (or by email at [email protected]) to discuss the return. All postage costs incurred during change of mind returns will be at the customers expense.

Order Cancellations

If we have not processed your order you may cancel or change your orders online at any time by Logging In to the website with your email and password.  Proceed to your Account page click on Pending Orders and from there you can cancel individual items or complete orders.

For offline orders please email [email protected] or alternatively call Robyn on 0407 795 837.