Thanks for spending time at our store - we appreciate your visit, and hope that you find shopping with us an enjoyable and successful experience.

Here are some answers to the questions that we get asked most often about Out To Play. If you have a question that is not answered below, please ask us by clicking here.

Are my details secure?
Do you deliver overseas?
How long will my order take to be delivered?
How much do you charge for shipping?
How can I pay for my order?
When will my credit card be charged?
My order is a gift - can it be gift wrapped?
Can I include a special message?
Can I check the status of my order?
Can I pick up my order from you?
Do you offer a Lay-by Service?
How do Partner Promotions work?
How can I contact you?
How does the Online Chat facility work?

Additionally we utilise DPS secure Visa payment processing. This means that when you decide to make a payment in our shopping cart using your Visa or Mastercard you will be transferred to the DPS centre (in conjunction with the BNZ) where you enter your card details and if the payment is approved , immediately notified (or otherwise declined). Your Visa details are not made available to Out To Shop Ltd nor the reasons for a card to be declined. Some overseas customers will not be presented with the DPS processing system as freight estimates are involved and for some countries we are required to use manual Visa processing to avoid credit card fraud etc.

Do you deliver overseas?
Yes, we can ship items overseas (e.g. England, Canada, Europe & Australia) and do so regularly. After you have placed your order, we will e-mail you with the shipping costs including any insurance costs that might apply. Nothing is charged to your credit card, and we do not proceed any further with your order, until we have heard back from you giving the go-ahead to ship the items. Generally we use NZ Post for small parcels and Tri-Star International for larger items and LCL/FCL containers.

How long will my order take to be delivered?
Depending on your location and stock availability, delivery for most items may be anything from next day to 10 working days for other locations. For some items that are not in stock, delivery can take 18-21 working days. If this extended delivery time applies, we will do our best to let you know. For NZ small parcel deliveries we use Fast Way Couriers and larger items go via Peter Baker Transport.

For overseas shipping, delivery will generally take 3-6 working days for Australia and 4-10 working days for North America and Europe. Delivery times to other locations will be advised at the time of despatch. All delivery times are targets only and you can find out more in our Delivery Policy.

How much do you charge for shipping?
Orders with a value of $100.00 and over are FREIGHT FREE throughout New Zealand. The delivery charge for orders under $100.00 is $6.50 New Zealand wide. For overseas orders we obtain a quotation from our delivery provider and this cost is passed directly onto the customer with freight payment made at the time of the order confirmation and before we dispatch your order.

How can I pay for my order?
We welcome VISA, Master card, AMEX, Cash, Direct Credit (Internet Banking), Cheque payments and payment by Western Union. Pay Pal facilities are also offered for greater security to customers.

When will my credit card be charged?
When paying by credit card , you will be charged (customers within NZ and some other countries ) at the time of confirming your order in our shopping cart. For other countries not covered by the automated Visa processing system, your card will not be charged until the order is ready to ship after you have accepted any delivey charges. The only exception to this is for large items where we may ask for a deposit or in some cases full payment before ordering from our supplier.

My order is a gift - can it be gift wrapped?
Yes - simply select the Gift option in the shopping cart when prompted. We can wrap your Birthday and Christmas gift(s) for you and enclose an optional Gift card(s) along with your greetings as noted at the time of ordering. We cannot gift wrap our larger items e.g. ride-on's, slides etc. We will let you know if your gift is too large to wrap. There is an additional charge for the gift wrap and gift card options.

Can I include a special message?
Yes, you can enter the message to go with your order at the checkout order comments section. There is no extra charge for including a message, and you do not have to order the Gift Wrap or Gift Card option to do so. We will simply add your greetings to the packing slip which is substituted when product is sent to an address other than the Billing address.

Can I check the status of my order?
Yes. After placing your order, you are able to see its progress at any time after logging in. Your order details will remain available for at least 6 months after the order is placed.

Can I pick up my order from you?
Yes. We keep our costs and therefore our prices low by not having the overheads of a shop to run however pickups from our premises in Avondale can be arranged.

Do you offer a Lay-by Service and what advantages does it give me?
Yes. At any time during the year you can place an order for delivery later in the year e.g. Christmas and make partial payments by equal monthly instalments (or as agreed). We ask for a 10% deposit to establish the account and prefer payments by Automatic Payment however we will try to accommodate your preferred method of payment. If you decide to cancel the Lay-by at any time we will refund the amounts you have paid on your Lay-by less a $15 administration fee. For more information please read our Lay-by Terms here.

Lay-by Terms
If you wish to use our Lay-by service we require a 10% deposit payable at the time you place your order. We then ask for regular monthly payments, in equal instalments, for the duration of the Lay-by. Sometimes we can agree on a different payment arrangement so please talk to us first.

In most cases you may have up to 6 months to pay off your Lay-by. But if you want your order delivered earlier you must pay off your Lay-by at least 14 days before your chosen delivery date if your order is under $500 or at least 30 days before your chosen delivery date if your order is over $500.

You have the right to cancel your Lay-by at any time before the end of the Lay-by period. If you cancel your Lay-by please contact us and tell us and we will refund you the amounts you have paid on your Lay-by less a $15 administration fee.

We may cancel your Lay-by if you do not keep to the agreed terms (e.g. you do not pay off your Lay-by in time, or you do not make your regular payments). If we do cancel your Lay-by we will refund you the amounts you have paid on your Lay-by less a $15 administration fee.

The advantages of our Lay-by plan are:

• We will hold the Gift in storage for you (no need to hide it from your child)
• You may be able to afford a higher value gift saving over a longer period of time
• You are guaranteed to get it delivered before Christmas knowing the challenges of courier deliveries etc at that time
• You can add other gifts to your initial order at any time

Customer service assistance is available by telephone 7 days a week, 9.00am to 6.00pm (New Zealand Time), on +64 9 828 7950 or 0800 8287950.
We have a Real Time Customer Chat Service available in normal office hours. Please click the Icon on the RHS of your screen labeled "Live Support" and you may ask your question. If we are available, it will be answered immediately. If for any reason the call is not answered, you can leave a message and we will get back to you asap.

You may also fax us any time on +64 9 828 7950 or 0800 8287950, or click here to e-mail us.
You can also write to us at Out To Shop Ltd, PO Box 19351, Avondale, Auckland, New Zealand.
You can email us on office@outtoshop.co.nz

Our Office address is Out To Shop Ltd, 19 Crayford St, Avondale, Auckland, New Zealand.

How does the Online Chat facility work?
The Out To Shop Etail Group have teamed up with ProvideSupport.com to provide you a means of chatting with us in real time. This is useful if you want a quick answer to your question (email responses can be delayed sometimes) especially if you are overseas and not sure of the time here in NZ. As a general rule, if you see the Chat Icon for "Live Support" showing as "ONLINE" then one of our customer services team is available to chat with you. There are times in the day when we may not be able to respond immediately in which case, please leave a message and we will get back to you asap. The operation of this chat facility works like this:

1) Click the Chat button and a pop-up box appears on your screen where you can enter your name, email address & Phone number. Next-as we have multiple web stores please select the store you are enquiring about e.g. "Out To Play-Children's Toy Store". Finally enter your message or enquiry in the text box.

2) Click "Start Chat" and that then rings an alarm on our PC's to advise us of an incoming caller. Your details and initial message come up on our screen. We then "accept caller" and begin a chat session with you in real time!

3) If we are unable to accept your call or the chat icon shows "OFFLINE", you can leave a message and we will get back to soon as possible.