Frequently Asked Questions – Shipping, Returns, Payments & Product Information

If you’re looking for a product that is currently out of stock, please use the “Notify Me When Back in Stock” option on the product page.

Where possible, we work closely with our New Zealand and Australian suppliers to reorder popular items. If the product becomes available again, you’ll automatically receive an email notification as soon as it’s back in stock.

If you need an update on a specific item, feel free to contact us and we’ll happily check availability for you.

Thomas Online is a Whangarei family run online toy and gift store, proudly owned and operated by Kylie.

All of our products are 100 percent genuine and sourced from trusted New Zealand and Australian suppliers. We stock licensed brands and quality products that meet New Zealand safety standards.

We do not sell imitation or replica items. Every product is carefully selected to ensure it’s something we would confidently give to our own children.

As a small, family run business, we focus on quality, authenticity and value — so you can shop with confidence.

We typically pack and dispatch orders within 1–2 business days from Whangarei.

Once dispatched via NZ Post tracked service, delivery across New Zealand usually takes 1–3 working days, depending on your location.

During public holidays, long weekends, sales events or peak periods, both dispatch and courier delivery times may extend slightly due to increased parcel volumes. While we always send orders as quickly as possible, delivery timeframes are outside our control once parcels leave us.

If your order is time-sensitive, please leave a note at checkout and we’ll do our best to prioritise it.

Yes, we offer premium gift wrapping for a small additional fee.

Each item is carefully wrapped in quality paper and finished with ribbon so it arrives ready to give. If you’re sending your order directly to the recipient, we do not include invoices or pricing inside parcels.

You can also add a handwritten message — simply leave your note at checkout.

Yes, we ship internationally.

You can select your country at checkout. If your country isn’t listed, please get in touch and we’ll see what we can arrange.

International courier pricing is based on parcels under 2kg (charged by actual or volumetric weight, whichever is greater). All international orders are sent with tracked service.

Please note that customs duties or taxes may apply in your country. These charges are set by your local customs authority and are the responsibility of the recipient.

We accept secure payments via Afterpay, Zip and Klarna, as well as credit and debit card through Stripe and Link, plus Google Pay, Apple Pay, and bank deposit for New Zealand customers.

All online payments are processed securely through trusted payment providers.

Yes. All payments are processed securely through trusted providers including Stripe, Afterpay, Zip and Klarna.

We do not store your credit or debit card details on our website. Transactions are encrypted and handled by certified payment gateways to ensure your information stays safe.

When will I receive my order?

We pack and dispatch orders from Whangarei within 1–2 business days (Monday to Friday). During busy periods, sales events or public holidays, dispatch may take slightly longer.

All parcels are sent via NZ Post tracked services.

New Zealand orders
Delivery is typically 1–3 working days from dispatch. Rural addresses may take a little longer.
Please note that courier networks can experience delays during public holidays and long weekends.

International orders
International orders are dispatched within 1–2 working days. Delivery timeframes depend on your location and local customs processing.

Estimated delivery timeframes:
• Australia: approximately 7–14 working days
• UK, Europe and North America: approximately 8–14 working days
• Other destinations: approximately 2–4 weeks

All delivery timeframes are estimates and may vary. Once parcels leave us and are with the courier network, delivery is outside of our control.

Yes. We want you to love your purchase from Thomas Online.

If you are not completely happy with your item, you may return it within 14 days of delivery for a refund or exchange, provided it is unused, in original condition, and in its original packaging.

Please note:
• Return shipping costs are the responsibility of the customer unless the item is faulty.
• We are unable to accept returns for change of mind due to courier delays once an order has been dispatched.
• Refunds are processed once returned items have been received and inspected.

For full details, please see our Returns & Exchanges page.

We take care with every order we send.

We aim to reduce, reuse and recycle wherever possible, including our packaging. We use corrugated cardboard boxes, tissue paper and, where suitable, clean supplier cartons to minimise waste.

All parcels are packed securely to protect your items during transit. For fragile products, we use protective materials such as bubble wrap when needed to ensure they arrive safely.

Every order is packed with care in Whangarei before being sent NZ wide.