Headstart - Seller Information

About Us - Headstart International

Headstart International Pty Ltd is an importer and distributor of leading toy brands in Australia.

Contact Us

Email: customerservice@headstartint.com

Phone: Headstart Customer Services: (03) 8574 4400

Delivery Information

Delivery Time Frames

All orders from BIG W online are processed within 2 business days. Delivery can take up to 10 business days. If there are any unforeseeable delays, you will be contacted by our customer service team. Orders will be delivered to you by Australia Post or a Courier Service of our choosing.

Our delivery times can vary based on your location. Please see below as a guide.

Destination State Estimated Delivery Time – Home Delivery
Queensland 2–10 business days
New South Wales Regional Areas 2–10 business days
Sydney 2–10 business days
Victoria Regional Areas 2–10 business days
Melbourne 2–10 business days
Australian Capital Territory 2–10 business days
South Australia 2–10 business days
Tasmania 2–10 business days
Northern Territory 2–10 business days
Western Australia 2–10 business days

Headstart will happily assist you with delivery enquiries. If you have not received your product 3 days after the above estimates, contact us on 03 8574 4400

With our nominated Courier Service we recommend that your nominated delivery address is one where someone is present to accept your delivery between the hours of 9.00am and 5.00 pm. Our courier cannot guarantee a specific delivery date or time. If no one is present to accept the delivery a slip will be left in the mail box so that you can negotiate a suitable arrangement for final delivery or collection.

Although every effort is made to ship your order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control. Title and risk of loss to all products will pass to you on delivery.

In the event of a damaged, or lost delivery, Headstart International reserves the right to refund the customer for the product and delivery charges, and this will be dealt with on a case by case basis.


Warranty Policy

Headstart International is proud to offer our customers quality products. Subject to proper installation and normal residential use, Headstart International products are warranted, subject to the limitations stated below, to the original retail purchaser or owner to be free from manufacturer’s defects in material or workmanship for a period of 90 days from the date of original retail purchase (1 year for Little Tikes branded products with the exception of Little Tikes trampolines which are 90 days).

Non-residential use of products is prohibited and there will be no warranty for any commercial, competition or playground use as these products are designed for residential use only. No warranty shall apply on equipment subjected to abuse, negligence, improper installation or use, vandalism, acts of God, unauthorised alteration or attachment to other equipment, improper use or repair by the customer or a third party.

Whilst every endeavour is made to ensure the highest degree of safety in the product, freedom from injury cannot be guaranteed. It is essential to install correctly in accordance with installation instructions, supervise your children’s play activity and maintain your play equipment periodically according to manufacturer guidelines.

This warranty does not cover scratching or scuffing of the product as a result of normal wear and tear and any minor defects which do not affect the functionality of the product. This warranty is expressly in lieu of all other warranties, express or implied given by Headstart International.

Your statutory rights remain unaffected. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law under which you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major one.

To make a claim please contact us on our customer service number or email below

Telephone: Headstart Customer Services: 03 8574 4400

Email: customerservice@headstartint.com

Returns and Refunds

Returns and Refunds Policy

You will be entitled to a refund or exchange where we are required to do so under any relevant laws and on the condition that you provide the Big W order confirmation number from your purchase. Failure to do so may result in your request for a refund being rejected.

If an item is faulty, then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product. If you received a damaged or defective item, please contact us within 24 hours of receiving the goods. If the fault is minor we reserve the right to offer to repair only.

In order to claim your warranty, Proof of Purchase is required (receipt). If Proof of Purchase is not provided we cannot give you an exchange. Please supply your order number from your original confirmation e-mail, as well as a description of the damage or defect, along with your email address and phone number.

Telephone: Headstart Customer Services: 03 8574 4400

Email: customerservice@headstartint.com


Returning Products To Headstart

Once we receive all the necessary information we will authorise for the return of the goods and arrange a credit towards your next purchase or send a replacement product after we receive the original item(s) back. Please pack the item(s) securely in the original product packaging. Please include all paperwork, parts, and accessories. Customer will incur the cost of return postage and be credited the purchase price only.

We will not be responsible for lost, stolen or damaged return deliveries. We recommend that you return the product to us via Registered Post so that the delivery can be tracked, and that you take out shipment insurance. Headstart International will be responsible for return pick-ups in the instance that the product delivered was proved faulty or damaged or in the instance that the incorrect product was delivered. We reserve the right to charge you for any postage costs incurred for returns, should a refund or exchange be declined.

We reserve the right to assess the condition of a returned product prior to offering a refund or exchange. This may result in a refund or exchange being refused by us.

About the BIG W Third Party Sellers

At BIG W, we are working with a community of carefully-selected Third Party sellers to offer you a wider range of fantastic products, all in one place.

Over time, we will be adding new third party sellers to bring you lots more great brands, and thousands more additional choices.

How does it work

  • When you purchase an item from one of our third party sellers, you’ll never leave the BIG W website - the same secure checkout process and a single payment is available.
  • BIG W does not share your credit card or other financial information with any of our third party sellers.
  • The third party seller will manage and support your order, including shipping and handling, exchanges and returns.
  • Tracking information, where available, can be accessed through your ‘My Account’ page at bigw.com.au