Frequently asked questions
Products
Do all Wow Baby products meet Australian safety standards?
Wow Baby only sells products that meet strict Australian safety guidelines. All products are stringently tested by our network of suppliers and manufacturers to ensure that they’re affordable, truly usable, packed with features and most importantly safe to use.
Where are products made?
The products on Wow Baby are made in Australia and countries across the globe however ALL products come from local Australian wholesalers or manufacturer; so they all have Australian warranties and meet Australian safety guidelines.
Is Wow Baby an Australian store?
Wow Baby is a 100% Australian store. We are based in Keilor Downs in Melbourne, VIC, with a network of manufacturers and suppliers of quality products across Australia.
Pricing
Do you offer to price match?
Email sales@wowbaby.com.au and find out if we can do a better price.
We will gladly price match. You will need to provide us proof of the advertised price of the competitor for us to analyse.
WOW Baby reserves the right to refuse a price match for the following reasons if need be;
Price advertised by competitor is on special and below our buy price.
Advertised price is based overseas.
Shipping excluded in price match.
Warranty
Do your products come with Australian warranties?
Yes. All products sold on the Wow Baby website are brand new, and come with full manufacturer warranties. Please check the product detail pages to find out the warranty length on different products.
What happens if my product fail within the manufacturer’s warranty period?
If your product becomes faulty during the manufacturer’s warranty period, the first thing to do is contact Wow Baby with a description of the problem. If it is something simple that can be fixed over the phone, our staff will be able to help you out straight away. Otherwise we’ll put you in touch with the relevant manufacturer’s service centre to gain an assessment and repair or replacement under the warranty.
Cancellations & Returns
Can I cancel my order?
Orders can be cancelled for a full refund as long as the item has not yet been shipped from our dispatch centres.
If my item has already been shipped, can I return it for a refund?
Wow Baby accepts returns only if the product is unaltered and unopened in any way. Wow Baby will collect your item for the cost of your original delivery fee or $30, whichever is greater. Once the item is received back to our location, a refund will be provided on the full price of the product, excluding original and return shipping fees. The refund will be paid in the same manner as the original payment was made.
Can I return my product if it is already open?
If the product has been opened, but not used, you can return it to Wow Baby at your cost. Once it is received, the item will be inspected by staff to ensure it is in a condition fit for resale as a customer return. If the return is accepted, a refund will be provided on the amount paid for the product, not including delivery, and less a 25% return fee.
Any returned products that show signs of use upon inspection by Wow Baby staff will be returned to you and no refund will be granted. Return shipping fees will apply.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, Paypal, Afterpay and Zip; all values shown are in Australian Dollars.
Is my payment secure?
At Wow Baby, we take your security very seriously. Payments are accepted through the eWAY payment gateway and are all authenticated by the Verisign SSL certificate. eWAY is Australia’s number one online payment gateway, trusted by thousands of companies across the country and linking Australian online At Wow Baby, we take your security very seriously. Payments are accepted through the eWAY payment gateway and are all authenticated by the Verisign SSL certificate. eWAY is Australia’s number one online payment gateway, trusted by thousands of companies across the country and linking Australian online shoppers to every single major bank in Australia. VeriSign Authentication Services is the world’s premier online authentication and security service, processing in excess of 2 billion certificate checks each and every day.
Delivery
When will my product be delivered?
Products purchased from Wow Baby are usually dispatched within 2 days of order. Once dispatched you will receive a tracking number by email so you can track the delivery of your purchase. After your item is shipped, please allow for 2-4 days for metro delivery, and 3-9 days for regional delivery.
Do you deliver to my area?
Wow Baby delivers to all areas within Australia.
How much will delivery cost?
Delivery costs vary dependent on the products and quantities you are ordering, as well as the delivery location. For order specific shipping costs, please add your required products with your preferred options to the Shopping Cart and see the shipping calculator on the Shopping Cart page. You can check approximate shipping costs for each individual item on each product page.
Are deliveries insured?
Yes, all deliveries are insured with one of Australia’s major freight insurance agencies.
Who will be delivering my products?
All products are shipped either via our contracted drivers, our contracted courier company or directly from the manufacturer, depending on the product ordered and the delivery area.
Can I select my delivery day?
If you require your product to be delivered on a particular day, we will happily arrange this; please send us an email or give us a call on +61 3 7009 0708 once you have made your order.
Will I be notified what time my delivery will arrive?
When your order has dispatched you will be sent a tracking number for your delivery. It is advised you track the parcel to find out when you items ETA will be. On the morning of delivery, you are able to contact the delivery service's customer service hotline to request a delivery window. It is recommended however that someone is available throughout business hours on the delivery day. On ocassion and for reasons beyond our control, these delivery windows cannot be adhered to.
Can I select my delivery time?
We will do our best to provide you with a delivery time, but cannot guarantee that the time of day will be adhered to.
What if no-one is home to accept the delivery?
Smaller items are delivered via the Australia Post network. If delivery is missed, items can be collected from your local post office. Larger items are delivered through a national courier network and if delivery is missed a card will be left with instructions on how to claim your order. Redelivery charges may apply.
How quickly will my order be dispatched?
Products purchased from Wow Baby are usually dispatched within 2 days of order. Once dispatched you will receive a tracking number by email so you can track the delivery of your purchase. After your item is shipped, please allow for 2-6 days for metro delivery, and 3-9 days for regional delivery.
How quickly will I receive my delivery?
The delivery time is dependent on where in Australia you live and where the product is stocked. In all instances, Wow Baby will endeavor to dispatch your items from the closest warehouse to your location so that the delivery gets to you as quickly as possible.
Can I collect my order?
All products are available for delivery only.
There are stairs leading to where I'd like my item delivered, does this matter?
Our delivery drivers will in most instances be on their own. If there are more than 5 stairs that must be climbed before your property, and you have ordered a large item, please let us know in the comments section at checkout. This way we can alert the couriers and do our best to accomodate your needs. If possible, having a person at the delivery address who is able to help the driver will ensure the delivery runs as smoothly as possible.
What happens if my order is damaged on arrival?
Please inspect goods upon delivery. If there is any apparent damage to the carton, please indicate this to the driver at the time of delivery, and make note of it when signing for your package. Failure to do so may void insurance.
If upon opening the package the product inside is damaged, please notify us within 48 hours of receiving the product by contacting customerservice@wowbaby.com.au. Our support team will send through the correct Return Authorisation forms to be filled in. Please send these back as soon as possible and where relevant, please include photographic evidence of any damage. This will expedite the replacement process. A Wow Baby staff member will contact you to organise collection of the damaged product. Once received, damage will be inspected and the replacement item will be dispatched