FAQs (OLD)

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! 

Please see Dispatch & Shipping for our Christmas Delivery Update

    What ages are they suitable for?

    • 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!

    How hard is it to put together? What tools do I need?

    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)

    Does the timber need to be treated?

    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.

    How much is shipping?

    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!

     

    Do you have sales or discounts?

    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. 

    What happens if I need to return the good or exchange it?

    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. Goods must be returned to us within 10 days. 

     

    The shipping cost and any payment processing fees (PayPal and Afterpay) 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.