Terms and conditions

Shipping information

All postage costs are in AUD dollars.

Postage costs within Australia

NSW: Postage for 1-10 items is $7.50 per order for parcel mail. Postage for 11-20 items is $15.00 per order for parcel mail.

ACT, QLD, SA & VIC: Postage for 1-10 items is $10.00 per order for parcel mail. Postage for 11-20 items is $20.00 per order for parcel mail.

NT, TAS & WA: Postage for 1-10 items is $15.00 per order for parcel mail. Postage for 11-20 items is $30.00 per order for parcel mail.

For bulk orders of a single item please contact Kids Health for a postage quote.

Please note: prices quoted are for regular postage with no tracking information.

An estimate of delivery times within Australia is listed below. Our aim is to provide your order to you as quickly as possible, however these delivery times are provided as an indication only. Unexpected delays from our mail carriers may affect the times stated here.


Delivered within

Sydney / Perth Metro

3 - 5 working days

Mel / Bris / Adel Metro / NSW / WA Regional

4 - 7 working days

Other Interstate

4 - 12 working days

We try to keep our website up to date, advertising only stock that is available. If however we run out of an item that you purchase we will contact you. Backorders of temporarily unavailable items on your initial order will not be charged any additional delivery fee when they are sent.

For bulk orders, please contact Kids Health directly to obtain a bulk order price and postage quote. Please email our friendly staff at SCHN-CHW-KidsHealth@health.nsw.gov.au for further information.

Overseas shipping costs

Currently, Kids Health only delivers to Australia for online orders. For all overseas orders please email our staff at SCHN-CHW-KidsHealth@health.nsw.gov.au for a quote and postage costs, as prices quoted online include a sales tax not applicable to overseas orders.

Refund policy

We want you to be completely happy with your purchase from Kids Health. That’s why we offer a 14 Day Money Back Guarantee on purchases which are returned in saleable condition.

If any product you purchase from us does not match the description or is not of acceptable quality (through no fault of your own), we will gladly exchange it or refund it within 14 days of purchase when accompanied by a valid receipt.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If returned in a saleable condition, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If after seven days you have not received a refund, first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at SCHN-CHW-KidsHealth@health.nsw.gov.au


To return your product, please email SCHN-CHW-KidsHealth@health.nsw.gov.au and mail your product to:

Kids Health, The Children’s Hospital at Westmead

Locked Bag 4001


You will be responsible for paying for your own postage costs to return your item. Postage costs are non-refundable. If you receive a refund, the original cost of postage will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you will vary.

If you are posting an item over $75, you should consider using a trackable postage service, or purchase insurance.

Privacy policy

Section 1 - What do we do with your information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer's internet protocol (IP) address, which is not stored but used to automatically generate a report on where you are visiting the website from and how you navigated to the store.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

Section 2 - Consent

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at SCHN-CHW-KidsHealth@health.nsw.gov.au or mailing us at:

Kids Health, The Children’s Hospital at Westmead

Locked Bag 4001


Section 3 - Disclosure

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

Section 4 - Payment portal

Our payment portal is provided by PayWay. PayWay stores your credit card data and it is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read PayWay's Terms and Conditions here or Privacy Policy here.

Terms of Service

Section 1 - Products or services

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy. We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

Section 2 - Accuracy of billing and account information

We reserve the right to refuse any order you place with us. In the event that we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed. For more detail, please review our Returns Policy.

Section 3 - Errors, inaccuracies and omissions

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product postage charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate, at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

Section 4 - Changes to terms of service

You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

Section 5 - Contact information

Questions about the Terms of Service should be sent to us at SCHN-CHW-KidsHealth@health.nsw.gov.au