FAQs

We get a lot of really interesting questions, and we love chatting to you, but to save you time we have put together a list of our most frequently asked questions. Please contact us if you have anything to ask! 

July 2020 Dispatch Update:

The current dispatch time is approximately 15 working days, please note this excludes public holidays (national & NSW) and weekends. 

We cannot provide ETAs or estimated shipping dates outside of the dispatch estimate or accommodate any rush orders. We appreciate your patience if your order is delayed beyond this timeframe.

Please also there may be delays to shipping times due to couriers being inundated at the moment and delays in communication (i.e. no tracking updates). These delays are out of our control. 

Due to social distancing no signatures are being recorded. Authority to Leave is automatic in these circumstances. 

We appreciate your patience and support for Australian manufacturing. Please rest assured we are working as hard and as fast as we can, but in order to maintain quality and be mindful of the wellbeing of our staff these delays are unavoidable.

Our thoughts are with you all during this crazy and unpredictable time, and we hope to have your products with you ASAP.

  • Climbing Triangle and Ramps: 6 months - 5 years+
  • Stairs / Boat : 6 months - 5 years+
  • Tot Bots: 6 months - 65 years (seriously!)
  • Cube Chair: 6 months - 5 years+

From the age your little ones can sit up (6 months and above) there are opportunities for them to enjoy the toys. Babies can climb before they can walk. We advise you use your discretion and knowledge of your children's abilities to provide them space and opportunity to explore safely under supervision.

We are yet to meet a kid under the age of 12 who doesn't want to climb but we recommend up to the age of 5 years to make sure they can get maximum fun. Measurements for the products are provided under each description.  

The best thing about it is that they challenge themselves more as they get older. There is always a new way to use them. Which means you get years of value!
The only tool required is an allen key (along with a little bit of time and muscle), which we provide along with instructions. A drill is useful for tightening but not necessary at all. The current record for putting a large triangle together is 8 minutes.
  • The instructions for the Climbing Triangle are here (coming soon)
  • The instructions for the Rocking Boat / Steps are here (coming soon)

The timber doesn't need treating. It should be kept dry and protected from the elements, but can be used inside and outside.

We don't seal the timber because we have customers who have very specific requirements for their items and what they will use around their children. 

We don’t recommend sealing it with anything that alters the feel of the timber too much (lacquer or varnish). The point of these beautiful pieces is for children to have the grip and feel of natural timber. An oil or wax would be our recommendation.

We now retail Gilly's range of products for your convenience.

You can see the range available under our "Product Care" product listing.

Please review the product information and make your own judgement on its suitability to your family.

Hardware stores can also provide good advice if you would like something more hardwearing, noting that some products contain ingredients that might not be suitable for children. 

Already have some patches that need fixing up? A very light sanding might do the trick if you have already tried to wipe it clean with a damp (not wet!) cloth or magic eraser.

Shipping is additional, but we limit it to flat rate shipping in Mainland Australia (excludes remote areas and offshore islands). We are temporarily halting shipping to New Zealand due to freight limitations during COVID-19.

Australia:

  • Small item (up to 5kgs) i.e. Tot Bot: $15 AUD
  • Large item (up to 15kgs) i.e. Large Triangle: $25 AUD
  • Multiple Items (up to 1000kgs) i.e. Multiple items: $40 AUD

Due to the size and weight of the equipment it costs a bit more than your average t-shirt to send! But we can guarantee this will last A LOT longer!

Our standard dispatch time is up to 10 business days, if you order on a public holiday (National or NSW) or weekend please allow up to 2 extra business days.

Please only follow up on your order with us if it is outside of the 10 working day dispatch period. Please note working days EXCLUDE weekends and Public Holidays.

We are unable to give you an exact day outside of these ranges. 

We manufacture on-site and are constantly making, finishing and packaging the items, however, we have a large product range and the orders we receive each week change. How quickly an order is sent is dependent on the items immediately available on the shelves, and the order queue we have. We are not able to follow up on individual orders as it disrupts and slows down all of our orders.

Once your order has been dispatched by courier you will receive a tracking reference that will give you an indicative delivery period. East coast urban orders are usually received between 1-4 days later, regional delivery is dependent on the location. If you are in SA, WA or NT please see the tracking estimate for a better idea. 

Thank you for your understanding. We continue to show up each day determined to smash out as many orders as possible, but we are only human!

Please note we can no longer accept rush orders due to the volume of requests received. Instead we are working on ensuring shorter dispatch times! You can always consider buying a gift voucher if you have left it a bit late.
No, and yes. We don't do sales or discount codes. It's for a pretty good reason though. We keep our margins low. We started this business to make beautiful, quality equipment available as affordably as possible, because as a mum that's what I was looking for. We use premium materials and invest time and love to bring them to you. This way all of our customers get a great deal and it is fair to everyone. The yes part? Our collections are ALWAYS on sale and if you are ordering over $1500 worth of items we will throw in free shipping just send us a message. 
Our products are made to last and we take pride in our workmanship. If you are in any way unhappy with what you have received please notify us within three days of receiving the product. We will do everything we can to rectify the situation.

Please check your goods within three days of receiving them and contact us immediately if you require any assistance. 

The shipping cost for change of mind or exchanges will be charged, as well as a $20 administration fee. Change of mind and exchange products must be in their original condition and packaging. They must not be constructed or used.

If they products have been used or damaged they will not be eligible for refund or exchange. The cost of return shipping will also be charged for return to you.
For returns or exchanges please contact us at hello@moovbaby.com.au. We do not accept returns that are not agreed by prior arrangement. We may request photos to better assess the issue.

We will arrange a courier to collect the items from you at an agreed date. 

Goods must be packaged securely. The courier requires them to be wrapped compactly in either plastic or cardboard.

We will need to inform the company of the number of packages to be collected. We will not accept return of goods in a greater number of packages than originally provided.  

We will send you a package label that must be printed and securely and visibly attached to each package.
The courier company cannot guarantee a shipping time. However, packages can be left undercover in a secure location if you are not there. Please note packages are left at your own risk. 

Goods that are returned for assessment will be sent via our couriers and invoiced to us. However, if the product is found not to have a problem or to have been damaged, you will be required to pay the transport costs for return and reshipping of the goods. An estimate of these costs will be provided to you before the product is collected.

New products or refunds will be issued only after the original returned items have been inspected.