Frequently Asked Questions

Thank you for taking the time to browse our site. Our goal is to make your shopping experience a pleasurable and enjoyable one. We have outlined below the most common types of questions we are asked. If you have a question that is not covered below please feel free to email one of our customer service representatives on service@babyuniverse.co.nz - we'll try our best to answer it for you!

About Baby Universe Who is Baby Universe? How can we contact you? Do you have a shop? Do you hold stock of all the products on your site? Orders / Delivery Information How does the order process work? Are credit card transactions safe? Do you ship overseas? What is the standard delivery time? Do you have an urgent delivery service? What do I do if I have a query with my order? Do you provide giftwrapping? How can I pay for my order? How much does delivery cost? Baby Registry Help What is a Baby Registry? How do I set up a Baby Registry? Can I use my existing account login to create a Baby Registry? Other Need further help? Do you have any qualified Safe2Go technicians? iLayby Do you offer layby? About Baby Universe Who is Baby Universe? Baby Universe is an exciting baby store based in Mount Maunganui, New Zealand. Baby Universe was established in 2002 and is owned and operated by committed parents who wanted to fill a gap in the market that was not being met by existing baby companies. Baby Universe offers a wide range of baby gear, at affordable prices, from pushchairs and buggies through to bottles and educational toys. Baby Universe is a sister company to iQ Toys, a successful New Zealand online toy store that has been operating since 1996. In 2011, we formed LeftBrain Group Limited. LeftBrain Group is the parent company to Baby Universe and our other online retail stores: iQ Toys (www.iqtoys.co.nz); Gumboot (www.gumboot.co.nz); and I Want That (www.iwantthat.co.nz). Back To Top How can we contact you? You can contact us by email on service@babyuniverse.co.nz Alternatively, you can write to us at: Baby Universe - iQ Toys PO Box 5478, Mount Maunganui NEW ZEALAND Or, if you like you can phone us 7 days a week on 0800-222986 or +64 7 572 3518 Back To Top Do you have a shop? Yes! We have an outlet shop/warehouse at 66 Aviation Avenue, Mt Maunganui (off Aerodrome Road near the Airport) Back To Top Do you hold stock of all the products on your site? Most items on our website are in stock at our warehouse and available for immediate delivery to you. On the odd occasion we may sell out of a particular item. If this happens, an 'out of stock' message will display next to the item. Items that are in stock at our warehouse has a green tick alongside them. Due to the large variety of styles/colours available, we don’t hold stock of all of the items listed below. Unless the style you would like is displaying a green ‘in stock’ tick on the product page, we will need to order your chosen item in. Touchwood Cots: delivery time 4-6 weeks Grotime Cots: 2-4 weeks Cariboo Cots: 2-4 weeks Cariboo Bassinets: 1-2 weeks Mountain Buggy: 1-2 weeks Phil & Ted's Buggys: 1 week Quinny Buggies: 1 week Other Buggies: 1-3 weeks Back To Top Orders / Delivery Information How does the order process work? 1. When you see an item you want to buy, click on the "Add to Cart" button. This places the item in an electronic shopping cart which is summarised at the top right hand corner of the website. 2. If you would like to see the items in your shopping cart click "Shopping Cart" text or icon in the top right hand corner of your screen and your shopping cart will appear. Your shopping cart can be viewed whenever you like and as many times as you like. 3. When you are satisfied with the items in your shopping cart click on "Order Now" to go to the checkout or payment screen. 4. In Checkout, if you are an existing customer, simply enter you email address and password. You delivery details will be automatically updated but you will still need to enter your credit card details. If you are a new customer we will ask you for your name, invoice address, delivery address (if different to your address), and credit card details. 5. At this stage you can also select to have your order giftwrapped. You can also request that a free card be included and type in a message which will be added to your card. 6. Once you have looked everything over, click on "Send Order" and a page will appear that confirms your order, and provides you an order reference number should you have any queries regarding the status of your order. You will be contacted shortly afterwards by one of our customer service staff who will also confirm your order and any particular details pertaining to your order. Back To Top Are credit card transactions safe? Absolutely! In fact, it's statistically safer to use your credit card over the Internet than in a restaurant or store. We use Secure Sockets Layer (SSL), an encryption technology developed by Thawte (www.thawte.com) that works with Netscape Navigator, Microsoft Internet Explorer and AOL's browser so that only we can read a buyer's personal information. If you still aren't totally convinced, take comfort in this--in the highly unlikely and unprecedented event that someone makes unauthorised charges on your credit card if you contact your bank they will not hold you liable and will make the retailer who accepted the fraudulent order bear the cost. Back To Top Do you ship overseas? Yes! In fact we have customers in Australia, Canada, UK, Italy, Japan, South Africa, Switzerland and Hong Kong (the list keeps getting bigger)! Many of our overseas customers place orders for friends and relatives living in Australia and New Zealand. We can giftwrap your order and include a card with a message of your choice. If your order is for delivery outside New Zealand, prior to placing your order please contact us by email or live chat so we can confirm the total cost including airmail or courier postage. Most orders can be delivered to Australia within 5-6 days and to the rest of the world within 2 weeks. **Please note that due to agency and warranty issues we are unable to ship Mountain Buggy or Phil & Teds Buggies and accessories overseas. For agency reasons we also are unable to ship any products to the United States. Back To Top What is the standard delivery time? Our standard delivery times are: Auckland, Waikato, Tauranga: overnight North Island other: 1-3 working days South Island: 2-4 working days *Please allow 1-2 extra days for rural delivery* Australia: 5-6 working days UK & Europe : 8-10 working days Asia : 5-6 working days Back To Top Do you have an urgent delivery service? Yes! When you place your order, type in the comments box on checkout that you would like to request urgent delivery. We will send your order overnight for North Island orders and within 2 working days for South Island orders. In some instances for small parcels to the South Island we can also offer an overnight service. Our customer service staff will contact you and advise you of the method of shipping and the additional cost for urgent delivery. For overseas orders we will email you with a quote for international express postage costs and an estimated delivery time prior to dispatching your order. Back To Top What do I do if I have a query with my order? All orders will be confirmed by email by one of our customer service staff shortly after we receive your order. At the time of placing your order you will be automatically notified of an order tracking number. If you have a query email us at service@babyuniverse.co.nz quoting your order tracking number and /or name and delivery address. One of our customer service staff will then respond promptly to your query. Back To Top Do you provide giftwrapping? We can giftwrap your order. You can also request that a free card be included and type in a message which will be added to your card. Back To Top How can I pay for my order? We accept Visa, Mastercard, Diners and Amex credit cards. You can also pay by Paypal or internet bank transfer. Back To Top How much does delivery cost? For orders under $100, there is a $5.99 postage charge for delivery to any part of New Zealand. Orders over $100 are shipped free of charge. For orders to outlying islands of New Zealand and international orders, we will email you with a postage quote prior to sending your order. Your order will not be dispatched until you have confirmed the additional postage costs. Back To Top Baby Registry Help What is a Baby Registry? A Baby Registry is a list which you can create to show products you are interested in. Once created, you can edit this list, add comments beside each product and email it to friends or relatives. You need to register an account to setup a baby registry but its quite easy and this is a free service that you can use as much as you like whenever you like. Back To Top How do I set up a Baby Registry? When you click the small image for any product in our range, a larger image is displayed with more information about the product. A link saying "Add to Baby Registry" is displayed directly below the product price. Click on this link to add the product to your registry (you may be prompted to login first). Back To Top Can I use my existing account login to create a Baby Registry? YES! The Baby Registry feature is configured to use your existing login. If you don't have an existing login, just click the 'sign up' link and register an account with Baby Universe. Back To Top Other Need further help? Call us now on 0800 222 986 for New Zealand customers or +64 7 572 3518 for overseas customers. Back To Top Do you have any qualified Safe2Go technicians? We currently have one certified Safe2Go carseat technician - Suzette Loomb. Back To Top iLayby Do you offer layby? Yes we have an automatic layby service called iLayby. You can create a layby online, check the remaining balance of your layby, initiate a payment, or look at previous layby orders using iLayby. For more information on how our iLayby service works click here Back To Top