Customer care

Terms & Conditions

What to expect when you order from Tambo Teddies: payment, shipping, returns and more.

These terms apply to orders placed on tamboteddies.com.au. By placing an order you agree to them. If you have any questions, email us at info@tamboteddies.com.au before you order.

About us

This website is run by Tambo Teddies Pty Ltd (ABN 94 060 864 824), 17 Arthur Street, Tambo QLD 4478. We also have a store at 46 Water Street, Toowoomba QLD 4350. Phone 1300 185 638.

Products

Every Tambo Teddy is individually handcrafted from genuine Australian sheepskin, making each bear unique. As sheepskin is a natural product, variations in colour, texture and softness are to be expected. Our bears are firmly stuffed to ensure they retain their shape.
Tambo Teddies are handcrafted and dispatched within one to two business days of receiving your order. If we anticipate any delays, we will contact you promptly to let you know.
Personalised bears are made for you, so we can’t accept returns or exchanges for change of mind. Please ensure all names, spelling and personalisation details are correct before placing your order.
Our bears are made to meet Australian toy safety standards, with safety eyes firmly applied. Our bears are suitable for children up to and including 36 months.

Prices and payment

Prices are in Australian dollars and include GST. If you choose another currency on the site, the price is converted for display and payment; your card provider may also apply its own fees.
We accept Visa and Mastercard, PayPal, Apple Pay, Google Pay, Afterpay and direct bank transfer. Card payments are processed securely by PayPal; we never see or store your full card details.
Orders paid by bank transfer will be held until payment has cleared. If payment is not received within 36 hours, we will contact you to confirm your order and arrange payment.

Shipping

Orders are dispatched Monday to Friday from our Queensland stores via Australia Post, generally within 1–2 business days. Personalised bears may require additional time, as specified on the product page.
Once your order has been dispatched, Australia Post will email you a tracking number so you can follow your parcel.
Shipping costs are shown at checkout before you pay.
International orders may attract customs duties or taxes in the destination country. These are not included in our prices and are the customer’s responsibility. Please check the destination country’s specific requirements in the Australia Post International Post Guide.
Please check your delivery address carefully. If a parcel is returned to us because of an incorrect address, we may need to charge postage to resend it.
You can also choose free in-store pickup from our Tambo or Toowoomba store at checkout. We’ll email you when your order is ready.

Returns, refunds and repairs

Please choose carefully, as we don’t offer refunds or exchanges for change of mind (for example, if you no longer want an item or it was an unwanted gift).
At Tambo Teddies, every product is individually handcrafted with care. As our bears and soft toys are made from natural Australian sheepskin, variations in colour, texture, softness and appearance are part of their unique character and do not necessarily indicate a fault.
If you believe your product is faulty, damaged or not as described, please contact us as soon as possible, preferably within 7 days of delivery, so we can investigate and assist.
Please email info@tamboteddies.com.au with your order number, details of your concern and clear photographs showing the issue. This will help us assess the situation and respond promptly.
All purchases are covered by Australian Consumer Law. Nothing in this policy excludes or limits your statutory rights to a repair, replacement or refund where applicable.
For accidental damage and minor wear, we may be able to repair your bear for a fee plus postage. Please email us and enquire. However, if a bear is deemed unrepairable, we do offer a 20% discount towards the cost of a replacement product.
When returning an item, we recommend using a tracked and insured service.

Discount codes

Discount codes can’t be exchanged for cash. Unless a code says otherwise, each code can be used once per customer and may not be combined with other offers.

Privacy

We only collect the details we need to process and deliver your order and to keep in touch if you sign up to our newsletter. Read our Privacy Policy for more.