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FAQ

A product or SKU isn’t shown in the wholesale store.  Can I still order it?

No, as we have implemented a real-time inventory system linked to the store. If an item is not available in the store it is not in stock and cannot be ordered.

If you wish to be notified when the product is back in stock you can by entering your email address when you select the specific SKU that is out of stock. When stock levels are replenished you will automatically be sent an email regarding the new availability of the stock.

 

I have received damaged, incorrect or missing items?

In the event an error on your order please notify Mini Hippo within 5 days of the order’s arrival via email at info@minihippoimports.com.au

Should you receive a faulty or damaged product, please email support@minihippoimports.com.au detailing your specific problem and we’ll get back to you promptly.

 

My customer believes they have a faulty product.  What should I do?

Should your customer claim a faulty or damaged product, please email support@minihippoimports.com.au, detailing your specific problem and we’ll get back to you promptly.

Images are mandatory for all potential customer faults. Please request your customers provide these when making a fault claim.

On receipt of your ticket we will review the request and respond to you with details of our assessment. We may provide information for you pass onto your customer, such as product use guidelines, and sometimes we may send replacement parts directly to your customer. If it is considered a major fault you will need to replace or refund your customer directly. Mini Hippo will apply a credit note to your account for the value of the faulty item.

Please do not replace or refund your customer until you have contacted Mini Hippo and we have assessed the faulty claim.

 

Can I add or alter my order once placed?

No. Our systems are fully automated and our goal is to dispatch orders as fast as possible, so unfortunately this is not possible. As a result we are unable to modify or cancel orders once they are placed and paid for.

If you have selected bank deposit and have not yet made your payment we will be able to cancel your order allowing you to place a new order with the correct stock you require.

Mini Hippo has an automated postage system and orders will be sent to the exact address entered when your order is placed online. We take no responsibility for orders being sent to incorrect addresses entered by the purchaser. If your order is returned to us due to an incorrect shipping address, or failure to accept a delivery you will be charged additional postage to re-deliver the goods.

 

When will my order arrive?

We use various courier services depending on your location. Once an order is placed and payment cleared your order will be sent to our warehouse and processed within 72 hours, during business days, unless otherwise notified. During busy periods this timeframe may be extended. You should receive an email notification once your order is lodged with the chosen courier, with order tracking details.

The following is a general guideline of postage timeframes once the item has been lodged with a courier. These times are in addition to our 72 hours processing time.

Melbourne to Metro ACT, NSW, SA and VIC – 2-3 business days

Melbourne to Metro QLD and TAS – 3-4 business days

Melbourne to Regional Australia, NT and WA – 6+ business days

Melbourne to New Zealand – 2-3 business days

Please note we rely on our courier’s delivery timeframes. These timeframes are not guaranteed. Delivery to remote areas or orders made during peak periods may take longer.

If your order has not arrived within a reasonable timeframe and you have checked your tracking details for updates, please send us an email with your order details so we can investigate.

Mini Hippo has an automated postage system and orders will be sent to the exact address entered when your order is placed online. We take no responsibility for orders being sent to incorrect addresses entered by the purchaser. If your order is returned to us due to an incorrect shipping address, or failure to accept a delivery you will be charged additional postage to re-deliver the goods.

 

Do you have replacement parts available?

Yes we strive to have replacement parts available for the products we sell. 

Replacement parts that are available as a wholesale purchase can be found under Accessories.

Customers seeking replacement parts that are not available as a wholesale product can be directed to our retail store: www.minihippo.com.au

Can I also sell on ebay, Amazon or at markets?

We do not allow our products to be sold via social media (Facebook, Instagram, WeChat etc), on third party websites such as eBay, Amazon or at markets unless you have discussed the requirement with us first.