Frequently Asked Questions

Below you will find answers your frequently asked questions! If you have other questions, we’d love to hear from you. Please contact us at [email protected].

I'm looking for a product that you have had, will you get it back in stock?

Please message me in the Contact Us form and i can look into it further for you, and also email when/if it comes back into stock.

Do you deliver overseas?

Yes we do! I have just set up this option. You can select your country at checkout. If your country isn’t available, please let me know and i can add it.

Please note the courier fee is for under 2kg (weight or dimensions, which ever is greater) if your order is more than this, i will contact you with the added courier charge. All courier fees goes on shipping and packaging. All orders are tracked.

If you have further questions, I am happy to help, pop me an email through our Contact Us page.

Who are you? Are your products genuine? Where are they from?

My name is Kylie and I am a mum based business in Whangarei. I have owned Thomas Online for 4 years, which I started so I could stay home with my boys, and help families like mine, trying to find certain Characters or Brands for their children. Before I had the boys, i had a great career in corporate companies learning all the ins and outs that has helped to shape Thomas Online and to continue to use all my skills.

All of our products are 100% genuine articles, purchased from the same suppliers as the big NZ stores. All my suppliers are New Zealand and Australia based. I guarantee no knock off products, just great prices!

How long is delivery?

We ship NZ wide from our home in Whangarei, and send our orders out within 48 hours (in between mum duty!), it is sent by Fastways courier and delivered in 1 – 3 working days.

Are your products genuine? Where are they from?

All of our products are 100% genuine articles, purchased from the same suppliers as the big NZ stores. All my suppliers are New Zealand and Australia based. i guarantee no knock off products, just great prices!

What Payment methods do you offer?

We use a wide range to make it easier for you. You can pay by Paypal or Stripe, two of the most secure online payment options available. No Paypal or Stripe account is needed, simply pay with your Visa, MasterCard, Maestro or American Express card.

We also have Laybuy options available, through Laybuy, AfterPay and GenoaPay.

If you are within New Zealand you can also choose to pay via bank deposit.

Is Online Payment Secure?

Yes! All of our credit card transactions are processed by our payment service providers Paypal, Stripe, Laybuy, Afterpay or Genoapay using their secure payment gateways.

We don’t receive or hold your credit card details, these details are handled directly by the above companies and are only used for the purposes of processing your payment with your credit card provider.

When will I receive my order?

Yes. We want our customers to love our products as much as we do, but if for any reason you are not 100% happy with the items you have received, they can be returned for a refund or exchange within 14 days of product delivery. For full details of our returns policy, please see our Returns & Exchanges page.

Can I return or exchange an item?

We know that you are excited to receive your order and we endeavour to get it to you as soon as possible. We ship orders daily, Monday to Friday.

New Zealand orders

You should receive your order within 1-3 working days from the shipping date, however delivery to some remote or rural areas may take a little longer.

We will let you know by email if there is going to be a delay, and our awesome Courier system emails you an update every step of the way.

International orders

International orders will be dispatched within 1-2 working days. Delivery time will depend on your location.

Delivery time to Australia is approximately 3-8 working days.

Delivery time to the UK, Europe and North America is approximately 6-14 working days.

Delivery time for all other locations is approximately 2-4 weeks.

These delivery times are estimates only and may vary depending on location. We are not responsible for delays after a package is shipped.

How do you package your orders?

We love to reduce, reuse and recycle where we can, and that includes the way we package your orders. We use corrogated cardboard, tissue paper and reuse supplier boxes where possible. The Aramex bags we use are 80% recycled, and you can recycle them at your local supermarket. On the odd occasion we do use bubblewrap, to ensure your fragile products are delivered safely.