Market Direct - Seller Information

About Us - Market Direct

Market Direct are the online brand specialists! We sell a fantastic range of top-quality, must-have products direct to your door!

Supported by huge fully-stocked toy warehouses, we aim to be the number one online distributor in Australia offering you the best prices, quick delivery, and the greatest customer service possible. Our extensive range of educational products, collectables, games, specialty items, indoor/outdoor play sets, interactive electronic toys and much more are guaranteed to please!

We only buy from reputable manufacturers so you can trust that our products are the preferred market choice and have been rigorously tried and tested to the highest possible standard.

We pride ourselves on providing you with value for money and because we are a large company, we are privy to lower costs on all our products which we are happy to pass on to you! This means our prices will always remain competitive and sometimes cheaper than other online retailers in Australia.

We know you will enjoy the convenience and the ease of shopping online with Market Direct and you can count on us to make every purchase as hassle-free as possible. Customer service is our absolute priority. If for any reason you are not satisfied with your products, please do not hesitate to contact us so we can help rectify the issue.

We strive to deliver the best worldwide brands direct to your door!

Contact Us

Delivery Information

Estimated delivery times

Market Direct partners with only the best delivery companies and couriers, including Australia Post and Cope Sensitive Freight.

We aim to deliver your products quickly and at the best shipping rates available. Shipping charges are calculated based on the product size and weight, then cross-referenced with your postcode and shipped direct from our warehouse.

We aim to dispatch your product within 48hrs from when we receive your order. Depending on your location, delivery may take up to 10 business days (Monday-Friday, excluding public holidays).

Destination State Estimated Delivery Time - Home Delivery
Queensland 4-8 business days
Sydney Metro Areas 2-5 business days
New South Wales Regional Areas 3-6 business days
Melbourne Metro Areas 1-5 business days
Victoria Regional Areas 3-6 business days
ACT 4-7 business days
South Australia 1-5 business days
Tasmania 5-10 business days
Northern Territory 7-14 business days
Western Australia 7-14 business days

If you have not received your product 3 days after the above estimates then please contact the Big W contact centre on 1300 244 999 who will be able to follow up your query.

If you require your goods before a specific date or event, please place your order well in advance to ensure your items arrive on time. Please contact us for further rush shipping options. On many occasions, Australia Post and Cope Sensitive Freight may deliver your items earlier than the estimated delivery date. Please keep in mind that the delivery times provided by Market Direct are estimates only

Order Tracking

Once your order is dispatched, you will be provided with a tracking number via email that can be traced by visiting:
Australia Post:
Cope Sensitive Freight: Please email us at

The tracking service provided by Australia Post will provide you with an ETA delivery date. If no one is available to accept delivery on this date, a card will be left in your mailbox requesting you to collect it from your nearest post office.

Authority to Leave Form

For large parcels delivered by Cope Sensitive Freight, please contact us at the time of placing your order to obtain an “Authority to Leave” form (via email) for special delivery instructions.

Only allow an “Authority to Leave” instruction if you are certain that it is safe to do so. Please note: In line with our courier’s delivery procedures, large products will only be delivered to your front door. Please also note drivers are unable to grant specific requests such as “deliver between 1-2pm”.

Market Direct will not be held responsible if your special instructions are not followed. Customers who give authority for their order to be left unattended at their delivery address will only be considered, at our discretion, for replacement if the order is proven lost in transit by our delivery companies. Market Direct accepts no responsibility for lost or stolen items, once the courier has delivered your items and left as per your delivery request.

We recommend always accepting delivery. If you refuse you will be charged a redelivery fee for your order.
If, for example, two out of five items have only be delivered, please sign accordingly and write on the con-note above your signature. DO NOT refuse delivery, the rest of your items may just be delayed.

If this occurs, please contact our customer service team via email: and we will lodge an enquiry with our couriers to follow-up on missing items and have these delivered as soon as possible.

If an item is delivered damaged please follow the following procedure:
Accept the delivery and then contact our Customer Service Team at Please have ready, your order number, name, delivery address as well as photos of the fault so we can rectify the issue as soon as possible. The damaged item or part will be replaced in line with our warranty procedure.

Returns and Refunds

Rest assured that Market Direct guarantee product satisfaction. In the unlikely event that the products received are not of a satisfactory quality, are damaged, defective or you wish to return goods for any reason within the terms of this contract, you need to follow the returns policy.

Faulty or damaged products should be returned to us within 28 days in original packaging, with all the parts, accessories and instructions. Our standard Returns Policy applies to all purchases from the Big W Marketplace, all claims must be made within a reasonable timeframe if a defect/fault is detected, and must be accompanied by proof of purchase. Please therefore retain the proof of purchase emailed to you from the Big W Marketplace as this is your proof of purchase to raise any claims. Minor damage and/or general wear and tear in the packaging of products is not considered a defect and is excluded from our refund policy.

Market Direct may reject claims which are not made within a reasonable timeframe and/or where there is no proof of purchase. Please contact our customer service team should you notice any issues or defects with your product, our team will deal with each case based on its merits and, depending on the circumstances, will offer to exchange a product provided a fault is detected. We may request that you return a faulty item to us via a reply paid address and dropped off at a local Australia Post outlet. Alternatively, for large products, we will arrange a pickup by our freight company during office hours (Monday-Friday).

If your exchanged item/s are returned to us due to being un‐delivered and held in one of our couriers’ warehouses, Market Direct will charge you a re-delivery fee back to your address. Please see the delivery information section below for more information.

Change of Mind

In circumstances where you have changed your mind Market Direct will charge a 15% restocking charge and it will be at your full freight expense for the product/s to be returned.

Once the product is received back into our warehouse, we will inspect the goods and if they are unopened and in mint condition we will refund the price of the product less any return delivery charges and the 15% restocking charge.

You can contact, if you have questions.

Warranty Information

General Warranty

Subject to proper installation and normal recommended use, Market Direct products are covered by warranty 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 1 year from the date of original retail purchase. This warranty does not cover general wear and tear of products, general play use or any minor defects which do not affect the functionality of the product.

Products covered under the limited warranty will be replaced or repaired, at our discretion, and returned to the customer at no cost. Market Direct reserved the right to obtain photos or physical evidence of goods claiming to be defective and to recover the products prior to settling a warranty claim.

No warranty will apply to products subjected to abuse, negligence, improper installation or use, vandalism, acts of God, unauthorised alteration or attachment to other products, 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 read and comply with all installation instructions and/or product information before using our products and adhere to the manufacturer's guidelines.

Market Direct will uphold your statutory rights under the Australian Consumer Law. Our products come with guarantees which entitle consumers to a replacement and/or refund for a major failure.

All warranty claims must be made within a reasonable timeframe of detecting a defect and must be accompanied by a proof of purchase. Please therefore retain proof of purchase in paper/hardcopy or email/electronic copy. Market Direct may reject claims which are not made within a reasonable timeframe and/or where there is no proof of purchase.

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

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