FAQs

What are your opening hours

Our showroom is open Monday to Friday 9am – 4pm AEDT (Sydney time)
Open Saturday by appointment.
*These hours vary over School Holidays

How can I contact you

E: info@5littlebears.com.au
P: 0405 158 351 or (02) 4959 6473 during our showroom opening hours only.
Contact Us Form on our website.
Facebook messaging.
You are also welcome to call in to our showroom Monday, Tuesday, Thursday or Friday 9am to 4pm (closed Wednesdays)
at Unit 6, 80 Excelsior Parade, Toronto NSW 2283.
Our online shop is available 24 hours a day, 7 days a week.

Where are you located

We are proudly an Australian owned and operated business located in Toronto, NSW, Australia.
Our showroom/workshop address is Unit 6, 80 Excelsior Parade, Toronto NSW 2283.

Postage

Flat rate shipping of $9.95 per order and $15.95 on wholesale.
 

Do you have a price list

We do not have a price list,  we have an online store and all prices are available against each item on our website. https://www5littlebears.com.au/
If you would like to work out the cost of an order before committing, you can do so by adding the required items to the shopping cart.  All of our products are inclusive of GST and we offer free postage within Australia only.  If you require assistance with this or have any questions, please email us at info@5littlebears.com.au.
All of our prices are in Australian Dollars (AUD).

Do our prices include

Yes, GST is included in all prices in the online store.

What payment methods are availabe

We accept PayPal, Afterpay, Credit Card and Direct Bank Transfer.  These are all available by selecting at checkout.  A bank transfer email confirmation will be sent to you with the relevant details (be sure this does not end up in your Junk folder).

Do you offer a pickup option

Yes, order collection and pick up is available at our showroom Monday, Tuesday, Thursday or Friday 9am to 4pm (closed Wednesdays) at Unit 6, 80 Excelsior Parade, Toronto NSW 2283.
The turnaround times as outlined in the How long will my order take? question below still apply to ‘pick-up’ orders

How long will my order take

All of our products are hand made onsite by a dedicated production team and are usually completed within 1 – 3 business days.
Sensory Products can be 5-10 days.
The above times are a guide only and can change depending on our workload at the time you place an order.  Please note when an order is paid via bank transfer, it is not started until the funds have cleared in our account.
The above times do not include shipping/delivery once an order leaves our workshop.  All orders are shipped from Newcastle, NSW.
If you place an order that is required urgently, please contact us via phone or email so we can advise of our current stock levels and whether or not an order can leave promptly.

Using Timber

Every piece of wood used is slightly different in colour, texture and grain. The naturally occurring imperfections seen in the timber (e.g knots, colour changes, etc) cannot be removed. These pieces of timber are cut on an engraver and will have slight burnt marks on the edges on some sides

Cancelled Orders

Once an order has been placed it cannot be cancelled.  If your order has been accepted but not yet processed you may be able to change it.  Order change requests must be emailed to us at info@5littlebears.com.au  , 10% fees are charged for cancelled orders.

Refund Policy

5 Little Bears will not refund products ordered in error or for change of mind purchases.  Orders will be deemed correct and completed upon confirmation in the online ordering system.

We will replace faulty items on receipt of the original faulty / damaged product being sent back to our office in Newcastle, NSW.  To request a return & replace faulty items, please email us with your order number, product details and the reason you wish to return the product, including images.  We will then assess your request and write back confirming  if we will accept the return.  Return of items will be at the cost of the customer – we do not cover postage on return & replace items.

There is NO refund on Clearance items or as these may have imperfections as stated in there descriptions.