We aim to package your order within one business day. Once despatched, your item will typically arrive within 3-5 business days if you are located within New Zealand. Please note that delivery times may vary depending on your location and any potential delays with the shipping carrier.

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

We can’t guarantee that all items in your order will despatch at the same time. It’s more likely that your items will despatch separately. Rest assured, we’ll get your entire order out as quickly as possible. You’ll receive a despatch confirmation email with a tracking link as each item leaves our warehouse.

If you need to change your shipping address, please e-mail us at info@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’ll do our best to accommodate your request, but if your order has already been processed or despatched, changes or cancellations may not be possible. In such cases, you may need to follow our Returns and Refunds once you receive the item.

My Duckling 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 delivery, provided the item is in its original condition and packaging.

A 20% restocking fee will be deducted from your refund.

See full details here.

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

My Duckling 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 notify us within 7 days of delivery.

We will arrange for a replacement or refund and may request photos of the damage to process your claim.

If your order’s tracking shows it’s stuck in a pending or 'pre-shipment' status, this may be due to a missed scan by the carrier.

If there has been no activity for 7 calendar days, please contact us.

If your tracking information shows that the parcel was delivered, but you haven't located it within 48 hours, please:

• Verify the shipping address you provided
• Check around the delivery location (e.g., outside a nearby flat)
• Look in your mailbox or mail storage area
• Ask if someone else in your household may have accepted the parcel on your behalf

Please note that we cannot refund or replace orders marked as 'delivered but lost,' as carriers (FedEx, USPS, etc.) no longer consider these items lost. Increased instances of fraud have led carriers to deny claims even with customer complaints. My Duckling must follow our carrier partners' policies and is not responsible for lost or stolen parcels.

A pre-order allows you to purchase an item before it becomes available. When you pre-order, you reserve the item in advance and will receive it once it is officially released or back in stock.

When you place a pre-order, we will charge you at the time of purchase. Your item will be despatched as soon as it becomes available. We will send you a confirmation email with an estimated despatch date.

If you need to cancel a pre-order, please contact us as soon as possible. Cancellation may be subject to our standard return policy. Once the item has been shipped, it will follow our regular return process.

If there are delays with your pre-ordered item, we will notify you with updated shipping information. We appreciate your patience and will ensure that your item is shipped as soon as possible.

• Please keep it in a cool and dry place.
• Please keep it away from alcohol and other caustic cleaners.
• Please use a damp duster cloth to wipe the stains or use specialised cleaners for wooden furniture with a dry duster cloth.
• This product must be assembled by an adult. The screws and parts used in assembly are small parts.
• They must not be accessible to children under 3 years of age.
• This product is for domestic and indoor use only.
• This product must only be used on flat surfaces.
• Regular inspections are required.

Our products are designed with your child's safety as the top priority. They have been rigorously tested and have passed the following New Zealand 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)
  

To enhance safety further, we use only non-toxic, water-based paints, which are gentle on your child's skin and better for the environment. Your child's safety is at the heart of everything we do, and we are committed to providing you with products you can trust.

We use FSC-certified wood, which ensures that the wood is sourced sustainably and responsibly. Additionally, we use non-toxic, water-based paints and durable fabrics. Our commitment to these standards ensures that our products are safe, environmentally friendly, and built to last.

Each My Duckling product comes with a detailed instruction manual to guide you through the assembly process. The manual includes step-by-step instructions and illustrations to make assembly as easy as possible.

You can contact the My Duckling team via email at support@myduckling.com.au. Our customer service team is here to assist you and will respond as quickly as possible.

My Duckling products are designed with the highest safety standards in mind. They come with a Children’s Product Certificate and are made from non-toxic materials and FSC-certified wood. Our products meet rigorous New Zealand safety standards, including:

• 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 these New Zealand certifications, our products also comply with key Australian safety standards, including the AS/NZS ISO 8124 series for various safety aspects. Our FSC certification guarantees that the wood used comes from responsibly managed forests. We prioritize both safety and environmental responsibility to ensure our products are safe for your child and eco-friendly.