Customer Q & A

Here you'll find answers to many of our frequently asked questions. If your question is not answered, please give us a call or send us an email so we can help you.

Contact

How can I contact you?

If you have a question about any products on the site or a general enquiry, please contact our customer service team on (03) 9758 4558.  If you are dialling from overseas, dial your country code then +61-3-9758-4558. You can also email us at hello@thinkaboutgroup.com.au.  All our details are on the Contact page.

General Enquiries

How does the Think About Group website work?

The Think About Group is the parent company, and we have a number of different web stores under the same roof. If you have twins or triplets, you'll be right at home shopping at www.thinktwins.com.au. If you liked shopping with www.thinkprams.com.au, when your baby becomes a toddler, you'll find a great range of ride ons and trikes at www.thinktrikes.com.au.  Once you have created a Think About Group account, you won't need to register again to shop with our other stores. If you subscribe to our newsletter, we'll send you relevant offers and news about products from all our stores.

How do I find things on the site?

We've made it easy for you to find exactly what you're looking for with our browse and search facilities.  If you're looking for a specific item, why not use the Search bar at the top of any page on our sites? Simply enter your search term and click 'go'. Otherwise, use the 'Product Finder' on the left hand side of the page.  At www.thinktwins.com.au you can find all the twin jewellery under $100 and on www.thinkprams.com.au you can find all the lightweight prams and rain covers using this Product Finder.

How long will delivery take?

Delivery times vary according to your postcode and the delivery method chosen. Please see our Delivery page for more information. If you have any other queries, please call us on  (03) 9758 4558.

Is your site secure?

At the Think About Group, we ensure that we offer all our customers the highest level of security possible on transactions. We do not store your credit card details and our connection is 256-bit encrypted using TLS v1.0 (SSL v3.1). We use ANZ eGate, one of Australia's leading payment gateways, to process our Visa and Mastercard transactions. We also offer Paypal which offers a high level of security when shopping online.

My Orders

If an error page appears, how do I know if my order has been successful?

If your transaction is not successful, an error page should appear with an explanation as to why the transaction has failed, eg credit card expired.  If you have any doubts about whether an order has been successful, you can check by logging in and clicking on the 'My account' link at the top of any page on the site. A successful order will appear there. If you are still unsure, please contact us by emailing hello@thinkaboutgroup.com.au.

When will my order be dispatched?

The estimated shipping time for each product is stated on the product page. You can also check the status of your order by logging in and clicking on the 'My Account' link at the top of any page on the site. It will show whether your order is Pending, Processing or Shipped. Once it is shipped, it should take between 1-6 working days (excluding weekends) to be delivered to your door. 

How can I track my order?

You can track your orders by logging in and clicking on the ‘My Account’ link at the top of any page on the site. From there you will be able to see if your order is showing the status of 'Shipped'.  If your order has been shipped by E-go.com.au couriers, you can find the tracking code in the confirmation email they send to you on our behalf.  If it's been sent by Australia Post Registered or Express Post, please call us for the tracking code on (03) 9758 4558.  Orders sent via Australia Post Parcel Post (standard) have no tracking available so they cannot be traced. 

Can I see my purchase history?

Once you've logged in to your account, you can click on the 'My orders' links to see a list of all the orders you have placed with the Think About Group.

I've forgotten my password. What do I do?

Simply click on the 'Forgotten Password' link from the Sign in or Register page (at the very top of the home page). This will explain how to reset your password. If you have any problems, please contact us for assistance.

Delivery

Can I get next day delivery?

If you are after your order urgently, we recommend choosing the Express Post delivery option. If you are located within the Australia Post Express Post delivery network, the delivery estimate will be given as ‘1 day’ and this is an overnight service.  If you order early in the day, and if the product is showing as being IN STOCK, then there is a good chance it will be delivered the next day, but please call us on (03) 9758 4558 to confirm that this is possible.  If you live in the Melbourne metro area and would like same day shipping, please call us for a quote on a same day courier delivery. 

Payment processing

What payment methods do you accept?

All Think About Group stores accept the following payment types:

Visa

Mastercard

Paypal

Bank transfer

Australia Post money order

Cash on pick up

Personal cheque

If you order with Visa, Mastercard or Paypal, your order is able to be dispatched immediatley.  With all other forms of payment we need to receive the payment first before dispatching the order. 

For more information please visit our How to Order page.

Do you accept Debit cards as well as Credit cards?

Yes, we generally accept debit cards as well as credit cards.  If you are having problems please give us a call on (03) 9758 4558.

Buying a Gift Voucher

Are physical gift cards available or only electronic gift vouchers?

Gift vouchers are only available in electronic format. You can choose to send a gift voucher by email direct to the recipient - simply enter their email address when prompted - or you can choose to enter your email address so the gift voucher is emailed to you.  You can then print it at home to give to the recipient in person.

Do gift vouchers have an expiry date?

All gift vouchers are valid for 12 months from the date of issue (not the date they are given to the recipient). The expiry date is clearly marked on each voucher. If vouchers are not used before the 12 month period expires, the funds on the gift voucher will be lost and will not be redeemable.

Does the recipient of the gift voucher need to have an email address?

Yes, all customers need to have an email address in order to make a purchase on Think About Group stores. 

Can I buy a gift voucher with another voucher?

No, we don't allow the purchase of gift vouchers with gift vouchers. Gift vouchers can only be purchased using a debit or credit card, paypal or bank transfer.

Can a gift voucher be returned?

No, gift vouchers can't be returned. Please see the Gift Voucher Terms and Conditions for more information.

Redeeming a gift voucher

My gift voucher code isn't working

Gift voucher codes are case sensitive so please check and try again. Alternatively, you can contact us by emailing hello@thinkaboutgroup.com.au.

What happens if I lose my gift voucher?

Please contact the person who gave you the voucher and ask them to reissue you with the voucher code. They can find the voucher code under the 'My Account' section. Or you can call us on (03) 9758 4558.

Can I use the Gift Voucher on any Think About Group store?

Yes, you can use the Gift Voucher to purchase any product on any Think About Group store, eg thinktwins.com.au, thinktrikes.com.au & thinkprams.com.au.  All stores have their own check outs so you will need to shop with each store one at a time.  If you would like us to combine postage across your orders, please call us on (03) 9758 4558 as soon as you have placed your order.

Can I give my gift voucher to someone else?

Yes vouchers are transferrable, so anyone can use a gift voucher for purchases made from Think About Group stores provided they have a valid voucher code.  For this reason you need to keep your voucher secure.

Can I use more than one gift voucher in a single transaction?

Yes - you will have the option of adding a series of voucher codes if necessary. You can also add a combination of one or more gift vouchers and a credit/debit card/paypal/bank transfer payment.

Can I use my gift voucher as part payment towards an order alongside a credit/debit card?

Yes, you can. You will need to apply the voucher code first, followed by your credit/debit card details for the outstanding balance.

I want to purchase an item that is less than the value of my gift voucher. What will happen to the remaining balance?

The remaining balance will appear as a credit in your online account and will be used by default towards your next purchase. Please be aware that we will automatically use this credit the next time you purchase an item from a Think About Group store; you will not have the option to pay in full using a credit/debit card.

Can I return an item I purchased with a gift voucher?

Yes, you can. Please see our standard Guarantee + Returns policy for more information.

If I paid for an order with a gift voucher and now want a refund, how will my payment be returned?

Refunds will be made by the same method with which they were originally paid. If you paid the full amount with a gift voucher, the refund will be credited to your Think About Group account to be used towards your next purchase with us. If you paid with a combination of gift voucher and credit/debit card, your payment card will be refunded first (up to the amount originally taken), and the remainder will be refunded to your Think About Group account to be used towards your next purchase with us.

Refunds & returns

What is your returns policy?

For Think About Group store returns guidelines, please click here.  Not all products are returnable, so please do read this policy before ordering.

How do I return my order?

Please use a ‘signed for’ delivery method and obtain proof of postage. Do not destroy or dispose of any packaging or product, even if it is faulty, before arrangements have been discussed with our customer service team.  To view Think About Group store returns guidelines in full, please click here.

How long do I have to return it?

Unless stated otherwise on the product page, you will have 60 days to return an order because you have changed your mind. Please contact us to arrange the return of the items before posting them back.

Will postage costs be reimbursed?

The costs of return postage will be at your expense unless the goods are faulty or it was our error.

When will I be refunded?

Refunds or exchanges will generally be made to you within 7 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in our returns guidelines found on the Guarantee + Returns page.

Can I exchange items for anything else on the site?

Yes you can exchange items for anything else on a Think About Group store site.  So if you return something you purchased from thinkprams.com.au, you can exchange it for something from thinktrikes.com.au.  Please contact us first to arrange a return.  The goods must be in their original packaging and in a saleable condition.  

If you haven't found the answer to your query, please get in touch by emailing us at hello@thinkaboutgroup.com.au.