FAQs

DO WE DO CUSTOM ORDERS OR COLOURS?

Yes we do offer custom designed puzzles which can be purchased through that option on the website. Please contact us before you order to discuss your requests.

 We also offer custom colours by request. Please contact us to confirm we can get the colour you require. 

 Please not that special ordered or painted items must be prepaid and cannot be returned. 

 

ORDERING/PAYMENTS

 You can pay via Online Banking, PayPal, credit card or laybuy. When you complete your order online you will be directed to PayPal, where you can pay securely with your registered credit card.  

 Payment is required in full before all products are shipped out.

 

 ORDER PROCESSING TIMES

Our general lead time is 14 days to hand make/paint your orders but we do strive to have orders shipped as soon we can. Please allow postage time on top of this. Pre order products will detail the expected shipping date from order on the product description.

 

 DELIVERY & POSTAGE COSTS

 Domestic and rural orders are sent via NZ Couriers or NZ Post , they are tracked and should arrive within 1-5 business days. We will send you your tracking number once goods are sent either via the 'shipped' paypal option or in a message to your email/facebook/instagram if payment is made via internet banking.

 All Australian orders should arrive within 5-10 business days and are not tracked. We are happy to arrange tracking via a courier company if requested at the purchasers cost. We are happy to send overseas. Please contact us to arrange tracking on Australian orders or for postage costs to other countries.

 

 OUT OF STOCK ITEMS

 If an item you are interested in purchasing is displayed as ‘Out of Stock’, please contact us for details on if or when the item will be available. We will announce on our social media pages when an item is back in stock.

 

RETURNS & EXCHANGES

 We want you to be 100% delighted with your purchase from Children of the trees. If you are unhappy with any of our products and wish to return it please contact us to discuss the return and refund.Returned items must be new, unused condition, and items will be refunded upon return less promotional discounts and shipping charges.

Items cannot be returned or refunded should you change your mind or incorrect selections by the customer. Please choose carefully before submitting your order.

We do our very best to avoid errors, but sometimes mistakes do happen, or packages may be damaged during shipping. if you receive an incorrect order, a package that is not yours, or is damaged, please contact us.

 

PROMOTIONAL CODES

You may enter your code during checkout at the time when you enter the shipping address. Only one promotional code may be used at a time. Promotional codes must be applied to your order at time of checkout in order to qualify for a promotion. Promotional discounts cannot be applied once the order has been submitted.

 

WOODEN PRODUCTS

 Some of our products have removable wooden lids and the wood is affected by temperature and may contract and expand. Wooden products are unique, please allow for minor flaws. 


PRIVACY/SECURITY

 Any personal information that you provide to us, including your name, address and email will not be disclosed, exchanged or sold to any other entities or individuals outside of Children of the trees. Your information will only be used to process your order. We do not collect or store any credit card information associated with your purchase when placing an online order. All our payments online are made securely via PayPal.

 

AGE RECOMMENDATIONS

 All of our products have an age recommendations and disclaimer in the description of the products. We at Children of the trees recommend our products for ages 3 and up as they contain small parts that could be a choking risk for children under this recommended age.  We advise adult supervision at all times. Please do not leave your child unattended. If you have any queries regarding the use and age recommendations of our products please contact us.

 

CONTACT US

 For any further inquiries please contact us.