IMPORTANT DELIVERY INFORMATION
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Dispatch from our warehouse will take place within 1-3 business days from the placement of your order. In most cases and depending on your delivery location; delivery of your order may take 5-10 business days. Rural and remote areas may take longer.
This delivery time frame is subject to changes in circumstances.
Please Note:
1. Allow extra time for your deliveries to arrive during busy periods (October to December).
2. Plum Play items are considered bulky by carriers and delivery to your door is at the discretion of our carriers. Carriers may be unable to deliver your parcel to your doorstep where it is difficult to do so e.g. delivering to an apartment or housing complex etc
WHAT IF I AM ORDERING FOR A SPECIAL OCCASION LIKE A BIRTHDAY OR CHRISTMAS PRESENT?
If your order is for a Birthday or Christmas present, it is advised that someone is at home to help “hide” the delivery of the goods. As our items are very large, they are difficult to hide from your children. In addition, our products are not wrapped to conceal the product inside the box. Neither Plum nor our carriers can be held accountable should your children see the goods when delivered. It is important that you place your order well in advance of the date required, however please note Plum Play is unable to guarantee delivery on or before a certain date.
WHAT HAPPENS IF I RECEIVE A PARTIAL DELIVERY?
Due to the bulky size of our products and how our items are sorted and scanned through the freight networks, your order may be delivered in multiple deliveries.
If this happens, please only sign for the number of cartons the carrier delivered. Never sign for the total number of items. Please do not refuse a partial delivery, or you may be charged a re-delivery fee. Partial deliveries do not mean that your parcels are lost; they are sorted separately through the freight delivery process. Plum recommends that you wait a few days, and if the remaining parcels haven’t been delivered, please contact our customer service team.
In a regional or remote area, you may see your tracking “pause” at the last depot. This happens as the carrier waits for all items to be received at their depot, so they make one delivery run to your home address.
WHAT SHOULD I DO IF MY DELIVERY ARRIVES DAMAGED?
If this happens, we recommend you accept the delivery, cross our delivery in good condition and mark a comment on the delivery docket that states there was damage to your item while in transit. Take photos of the damage done to the product and email these through along with a description of the damage to Plum Play by using CONTACT US page on the Plum Play Website. The more information, the better we can help you. Please note that damaged packaging may not mean that the product inside the unit is unfit for use. Before you email Plum Play, it is best to check if damage is done to the parts inside the box. NOTE: Wood splits into our timber items are very normal, and you can read about this HERE page.
CAN I CHANGE MY DELIVERY ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once you receive your shipping confirmation email, there is a small window where it may be possible for the carrier to change your delivery address or redirect your order. However, from October to December, this becomes a difficult request. In this instance, there may be additional costs that you will need to pay for the change in address or redirection of your order. Plum Play is at no time liable for ensuring that a change of address happens, so please ensure that all delivery details are accurate at the time of order.
WHAT HAPPENS IF I AM MOVING HOME?
Plum Play does not have the facility to collect from one home address and re-deliver to another home address.
WHAT IS AN AUTHORITY TO LEAVE AND HOW IS THIS USED?
Our carriers have a default authority to leave without a signature. This is in place to ensure you receive your items on time. In many cases, a photo is taken of the goods upon delivery, and they are left in a safe and secure place.
PEAK SALES PERIOD – NOVEMBER AND DECEMBER
Plum Play’s peak sales month is through November, culminating with the Black Friday and Cyber Monday weekend at the end of November. A huge spike in sales happens across Australia, with many goods sold as home delivery items. This period pressures logistics and freight carriers to deliver goods before Christmas. Plum Play items are bulky, creating extra challenges for our logistics and freight partners. To ensure you have every opportunity you receive your goods before Christmas, we advise that Christmas orders are placed well in advance of this period.