We aim to dispatch all in-stock orders within one business day.

During sale events and peak periods, dispatch times may be slightly longer due to increased order volumes. Our warehouse team will do their very best to process and dispatch your order as quickly as possible.

Once dispatched, deliveries within Australia typically arrive within 3–5 business days. However, delivery timeframes may vary depending on your location and any unforeseen delays experienced by the shipping carrier.

For the most up-to-date delivery information, please refer to the tracking link provided in your dispatch confirmation email.

Once your item despatches, you will receive a tracking email at the email address you provided with your order.

It depends on the weight of your order.

If you would like a quote, please contact us via email at support@myduckling.com.au.

We can’t guarantee that all items in your order will dispatch at the same time.

It’s more likely that your items will dispatch separately.

Rest assured, we’ll get your entire order out as quickly as possible. You will then receive a confirmation email with a tracking link as each item leaves our warehouse.

Unfortunately no, as our warehouse is not open to the public.

If you need to change your shipping address, please e-mail us at support@myduckling.com.au as soon as possible.

Once your order has been processed or shipped, we may not be able to make changes.

If you need to change or cancel your order, please contact us as soon as possible.

We will do our best to accommodate your request, but if your order has already been processed or dispatched, changes or cancellations may not be possible.

In such cases, you may need to follow our Returns and Refunds once you receive the item.

myduckling does not process direct exchanges.

Please return the item for a refund and place a new order for the desired item(s).

Returns are subject to our Returns Policy.

We accept returns within 30 days of purchase, provided the item is in its original condition, unused, unassembled, and returned with the original packaging.

See full details here.

All myduckling products come with a 2 Year Structural Warranty so you can shop with complete peace of mind.

myduckling will, at our discretion, repair or replace any product with a manufacturing or materials fault for the duration of 2 years from the purchase date.

For full details about the warranty, please visit our Warranty Page.

If your item arrives damaged, please contact our customer support team within 7 days of delivery.

To assist with your claim, we may request photos of the damage, the packaging, and the shipping label. Once reviewed, we will work with you to arrange a suitable resolution, which may include a replacement, replacement parts, or a refund where applicable.

Please retain all original packaging, boxes, and product components until your claim has been assessed and resolved, as these may be required for the investigation process.

If your tracking information shows a "Pending", "Pre-Shipment", or similar status, this may be due to a missed scan by the courier company.

If there has been no tracking update or movement for 7 business days, please contact our customer support team at support@myduckling.com.au and we will be happy to investigate the shipment and liaise with the courier company on your behalf.

For the most accurate delivery updates, we recommend regularly checking the tracking link provided in your dispatched confirmation email.

If your tracking information shows that your parcel has been delivered, but you are unable to locate it, please allow up to 48 hours before contacting us, as some courier systems may update delivery scans before the parcel is physically available.

Before reaching out, please:

• Verify that the shipping address provided with your order is correct.
• Check around the delivery location, including any safe places where the parcel may have been left.
• Look in your mailbox, parcel locker, or mail storage area.
• Check with family members, household members, neighbours, or building management in case someone accepted the parcel on your behalf.

If you are still unable to locate your parcel after 48 hours, please contact our customer support team and we will do our best to assist.

Please note that once a parcel has been marked as delivered by the courier company, it is generally no longer considered lost by the carrier.

Due to carrier policies and increased fraudulent claims across the industry, courier companies may decline investigations or compensation requests for parcels marked as successfully delivered.

As a result, myduckling is unable to guarantee refunds or replacements for parcels that are marked as delivered but cannot be located.

We are required to follow the policies and decisions of our carrier partners and cannot accept liability for parcels that are lost or stolen after delivery.

A pre-order allows you to purchase an item before it is available for immediate dispatch.

By placing a pre-order, you reserve stock in advance and secure your place in the queue for the upcoming shipment.

Once the item arrives at our warehouse and is ready for dispatch, your order will be processed and shipped as soon as possible.

Please note that pre-order dates are estimated arrival timeframes and may be subject to change due to manufacturing, shipping, customs, or other unforeseen delays.

When you place a pre-order, payment will be processed at the time of purchase to secure your reservation.

Once your pre-order has been placed, you will receive an order confirmation email. Your item will be dispatched as soon as it becomes available and arrives at our warehouse.

Where available, we will provide an estimated dispatch timeframe on the product page and in your order confirmation email.

Please note that these dates are estimates only and may be subject to change due to shipping, customs, or other unforeseen delays.

If you need to cancel a pre-order, please contact our customer support team as soon as possible at support@myduckling.com.au

Once the item has been dispatched, any cancellation request will be treated in accordance with our regular returns process.

If you are unsure about the status of your pre-order, please contact us and our team will be happy to assist.

If there are any delays affecting your pre-ordered item, we will contact you with updated information as soon as it becomes available.

While we work closely with our shipping partners to provide accurate estimated arrival dates, unforeseen delays can occasionally occur due to manufacturing, shipping, customs, or other factors beyond our control.

We appreciate your patience and understanding and will ensure your order is dispatched as soon as the stock becomes available.

When you purchase a pre-order item, your order is automatically placed on our backorder list and will be held until the pre-order stock arrives at our warehouse.

If your order also contains in-stock items at time of purchase and you would like those items shipped separately before the pre-order item arrives, please contact us at support@myduckling.com.au

Our team can arrange for the available items to be dispatched first, with the pre-order item being shipped separately once it becomes available.

To keep your product looking its best, wipe surfaces with a soft cloth lightly dampened with water.

Keep products away from alcohol-based products, harsh chemicals, and abrasive cleaning agents.

Alternatively, you may use a wood furniture cleaner that is suitable for the product's finish. Always follow the manufacturer's instructions and test the cleaner on a small, inconspicuous area before applying it to the entire product.

For additional care, maintenance, and safety information, please refer to our Safety Guidelines page.

Yes. The safety of children is at the heart of everything we do.

Our products are designed with safety as a top priority and are tested to meet applicable safety standards.

Our products have been tested to the following standards:

• AS/NZS ISO 8124-1:2019 - Safety of toys - Part 1: Safety aspects related to mechanical and physical properties
• AS/NZS ISO 8124-2:2016 - Safety of toys - Part 2: Flammability
• AS/NZS ISO 8124-3:2021 - Safety of toys - Part 3: Migration of certain elements
• EN71-3:2019 - Migration of certain elements (Category III: scraped-off toy material)
  

To further support product safety, we use non-toxic, water-based paints and varnishes that are child-friendly and environmentally conscious.

We are committed to providing safe, high-quality products that families can trust and enjoy with confidence.

We are committed to using high-quality materials that are safe, durable, and responsibly sourced.

Many of our products are made using FSC-certified wood, helping to ensure that the timber is sourced sustainably and responsibly.

We also use non-toxic, water-based paints and varnish finishes, along with durable materials designed for everyday family use.

Our commitment to quality materials helps us create products that are safe for children, environmentally friendly, and built to withstand years of use.

Each myduckling product comes with a detailed instruction manual designed to guide you through the assembly process.

The manual includes step-by-step instructions and illustrations to help make assembly as straightforward as possible.

All hardware and tools required for assembly are included in the supplied tool bag, so no additional tools should be needed.

Spare parts may be available depending on stock levels at our warehouse.

If you require a replacement part, please contact our customer support team at support@myduckling.com.au with details of the product and the part you are looking for.

Where possible, please include your order number and photos of the product to help us identify the correct part.

Our team will check availability and advise you of the available options.

You can contact the myduckling team via email at support@myduckling.com.au.

Our customer service team is here to assist you and will respond as quickly as possible.

myduckling products are designed with safety as a top priority and are manufactured using non-toxic materials and responsibly sourced FSC-certified wood.

Our products have been tested to meet the following safety standards:

• AS/NZS ISO 8124-1:2019 - Safety of toys - Part 1: Safety aspects related to mechanical and physical properties
• AS/NZS ISO 8124-2:2016 - Safety of toys - Part 2: Flammability
• AS/NZS ISO 8124-3:2021 - Safety of toys - Part 3: Migration of certain elements
• EN71-3:2019 - Migration of certain elements (Category III: for scrapped-off toy material)

In addition to meeting these safety standards, our products are manufactured using FSC-certified wood and finished with non-toxic, water-based paints and varnishes where applicable.

We are committed to providing products that meet high standards of safety, quality, and environmental responsibility, giving families confidence in the products they choose for their children.