Help & FAQ's

FAQ's

General Questions;

Does LTC have a phone number?  Not at this stage. Our primary form of contact is via email or our website.

When is LTC open? We are open Monday-Friday, 9AM-5PM, AEST, except public holidays. Orders can be placed online 24 hours a day, 365 days a year.

Can I still access all my previous LTC orders? Absolutely! We have a link at the top of the website titled "Check previous Web Orders". This will take you to the previous website platform to check any pending orders that are yet to be fulfilled. You will need to sign in as per usual to view your previous account.

Can I have an update on my order? Information on orders shipping and product availability is now managed through your account. You can check the progress of any orders, along with pre-order items and their availability all in your account. We update product information weekly that will reflect in your account/order. All information regarding ETA is now readily available for you.

What is Company Cargo, & how does it work? Company cargo allows customers to combine up to three orders, before we ship them out. Thus saving on postage costs. Once three separate orders have all their stock allocated, we will combine them and ship out (3 x $5 shipping). This allows you to receive one large box of Company Cargo. There is no limit on using company cargo for orders, once we have any three completed orders, we will ship them out. This helps minimise delay's in shipping and saves you money.

When will LTC reply to my email? We respond to e-mails as quickly as possible, in the order received. We kindly ask you to allow sufficient time for our Customer Service team to properly investigate your inquiry so that they may best assist you. Depending on the nature of your enquiry, this can take up to 48 hours. In some instances we may take longer.

Will LTC answer my inquiry via social media or an online forum community? We encourage social media and recognise and respect the online forum community’s' thoughts and opinions but please contact Customer Service directly to best assist you. E-mail or the contact form is our best point of contact. We will be closing the social media messenger form of communication, due to numerous fake names and accounts being used to contact.

May I pick up my order from your warehouse? We do offer local pick-ups. All orders must be placed online via our website, and will contact you once the item is available for pick up directly from our warehouse. Same day pick up is not available.

Does LTC have a physical retail store? We are an online retailer and do not have retail store front at this stage.

Where is LTC located? Where do LTC orders ship from? We are located in Moorabbin, Victoria (Australia). All orders ship from this location.

Is the Little Toy Company a reliable company? We have a strong reputation and amazing customers worldwide. We take great pride in our service and selection. If you ever experience a complication or have any questions about ordering, please contact us and we will be more than happy to assist you!

Ordering/Shipping

How do I place an order with the Little Toy Company? All orders need to be placed through our website. We do not accept orders over the phone or through email or chat. Our website offers a secure checkout and many options to manage your account. Customer Service is available and ready to assist you if you should have questions along the way!

Do I need a LTC account to place an order? Yes, all customers must have an account. This provides you with the best shopping experience possible.

Do you offer a guest checkout? No. All customers must to create an account to place an order.

Can LTC send me photos of the actual items I will receive in my order?
We are unable to photograph each order and provide images of the actual item(s) that you will receive.

Can I place an e-mail, fax, or social media order? All orders must be placed online through our secure website.

What is Company Cargo, & how does it work? Company cargo allows customers to combine up to three orders, before we ship them out. Thus saving on postage costs. Once three separate orders have all their stock allocated, we will combine them and ship out (3 x $5 shipping). This allows you to receive one large box of Company Cargo. There is no limit on using company cargo for orders, once we have any three completed orders, we will ship them out. This helps minimise delay's in shipping and saves you money.

How long does it take LTC to process and ship my order? It depends on the shipping method selected, and if the product/s are currently in-stock. All orders are processed and shipped to meet the estimated date specified on product page. Please note; delays may apply due to manufacture delays (see pre-order policy).

How long will items remain in my shopping cart? Items will remain in your cart even after you sign out or close your web browser. However, the item will disappear in the event we sell out of that particular product. If you are interested in adding a specific item to your collection we recommend completing your purchase instead of holding the item in your shopping cart.

May I pick up my order from your warehouse? We do offer local pick-ups. All orders must be placed online via our website, and will contact you once the item is available for pick up directly from our warehouse. Same day pick up is not available.

Pre-orders

Other websites have a product available for pre-order but LTC does not, why? We value our vendor relationships and respect their listing restrictions. There can be specific time frames during which they allow a product to be solicited for pre-order. Some online retailers may not have a direct relationship with the vendor or may simply choose to ignore the vendor restrictions.

Another store has an item in stock but LTC does not, why? Other online and conventional retail stores can be located anywhere in the world. Location and method of transport affect when a store will receive merchandise, but most stores typically receive merchandise within the same general time frame.

I want to cancel my pre-order, how do I do it? Please refer to our Pre-order T&C's page.

Pricing

Does LTC offer clearance sales or other discounts? We offer sales throughout the year, with some clearance items up to 90% off. We recommend monitoring our website for the latest sales and selection.

Does LTC price match other websites or retail stores? We do not offer price matching. We consistently work to maintain competitive pricing, as well as great service, support, selection, reliability, and overall experience.

I bought an item that is now on sale on the site, can I receive a refund? We have a low-price guarantee. If you purchase an item that goes on sale within 3 days of your purchase date, feel free to request a store credit refund for the price difference.

What currency does LTC use? All prices are listed in AUD dollars. Any payments must also be made in AUD Dollars. Your credit card company will convert your currency to AUD at the time of purchase using the current currency exchange rate. We do not control the exchange rate, nor any foreign transaction fees your issuing bank may charge.

Does adding an item to a shopping cart guarantee the price I will pay? Items in your shopping cart will always reflect the most recent price displayed on the product detail page. Placing an item in your cart does not reserve a particular price. You must complete your purchase to reserve the stated price.

I want to order more than 1 of a particular item; is there a discount? We do not offer volume discounts, wholesale pricing, or price negotiation. To promote fairness for all customers the pricing listed on the website is what you will pay.

There was an error in pricing on your website and I purchased an item for a ridiculously low price. Will you honour this price? We consider each error on a case-by-case basis. Pricing does not represent a contract and we are not bound to honour erroneous pricing.

Products

What does 'In Stock' mean? In stock merchandise is ready and available to ship from our warehouse.

What does 'pre-order' mean? Pre-order means we are taking advanced orders for a product. It has either not been released or has not yet arrived at our warehouse. For more information please see our Pre-order policy page.

A brand-new product was just announced, when will it be offered by LTC? Often times a new product will be unveiled at a convention or other announcement ceremony but will not actually be available to pre-order until a later date. As soon as the official product solicit is made available we will publish the listing(s) on our website.

Does LTC offer any unlicensed or counterfeit products? We assure you that all of our vendors are reputable and we purchase officially-licensed, authentic toys and collectibles.

The photo on your website does not look exactly like the item I received, why? When a manufacturer lists their product, they may list a form or prototype that can appear different from the final product. We will do our best to provide our customers with the most current product images that most closely represents the item offered on our website.

Will LTC carry a certain figure that I am looking for? If you are not able to find what you are looking for on our website please contact Customer Service about the products that interest you. We continually post new listings for products when items are announced and the official solicit is received.

I still have product questions after reading your website description. Please contact Customer Service. We will be happy to answer any additional questions you have!

How many of a particular item do you have in stock? Exact inventory counts are not available on the website. Inventory is constantly fluctuating so we recommend placing your order as soon as possible to avoid missing out on any items.

If an item has sold out, will LTC get more? If an item has sold out but is still in production and readily available from our vendors we certainly try to re-order more. If an item has sold out and is discontinued it is not likely to be restocked again.

Will LTC split up a set of figures or case upon request? We are not able to split up a set or case upon request. We do our best to accommodate our customers by offering a variety of choices whenever possible. Our product listings will reflect the available options for a particular case assortment. Options vary depending on the case assortment offered by the manufacturer.

Returns

See our Returns T&C's for more information.

Social Media

Is LTC on Facebook? Yes! Our Facebook page is here. Please 'Like' us to stay current with the newest product listings and other information.

Will LTC respond to my feedback/questions on social media? E-mail or the contact form is our best point of contact. We will be closing the social media messenger form of communication, due to numerous fake names and accounts being used to contact.

Wholesale

Can I have my orders drop-shipped to my own customers? No. Shipping regularly to your own retail store or residence is permitted, but drop-shipping to your own customers directly from LTC is prohibited. Any order(s) will be subject to cancellation and account(s) will be deactivated.

Does LTC offer a wholesale program or bulk discounts? We do not offer wholesale distribution or discounts.

I own my own store, can I buy from LTC? Yes! You are more than welcome to place an order and ship directly to your own store. Please note that we do not offer a wholesale program; the prices on our website are the prices you will pay.

Need more help? Simply email us atcontact@thelittletoycompany.com.au (If clicking this doesn't open your email client, copy and paste in to your email) with the details of your question, and we will get back to you as soon as possible.