preguntas frecuentes

  • General

  • Why haven't I received my order and shipping information?

    All our order and shipping information is sent via email. If you only provided a phone number when placing your order, you will not receive these details. If you did provide an email address but still haven't received the information, please follow these steps:

    1. Check Your Primary Email: Ensure that the email address you provided is one that you frequently use.

    2. Email Accuracy: Verify that there are no spelling errors in the email address provided.

    3. Spam Folder: Check your spam or junk mail folder for emails from us. It's advisable to mark our email as a trusted sender to avoid missing future communications.

    We recommend always providing an email address when placing an order for seamless communication. If you still have concerns or questions, please contact us timely at info@kidstoylover.com.

  • How do I reach out with queries?

    Please email us at info@kidstoylover.com for any questions.

  • Shipping

  • I ordered multiple products but received only one. Why is that?

    When you order several products, sometimes due to the large size of the items, we dispatch them in separate parcels. You can track each part of your order on our website: https://www.kidstoylover.com/apps/parcelpanel.

    On this page, above the shipping progress bar, you'll find the individual parcel tracking numbers related to your order (for example, Order#1001-F1, #1001-F2, #1001-F3). Click on each tracking number to view the respective parcel's status. This helps you track each item separately and know exactly where each part of your order is at any time.

  • Do you have physical stores? Can I pick up in person?

    Yes, we do.

    1. Address: 6 Galloway St, Mascot NSW 2020 Contact: 0451 123 588 Hours: Monday-Sunday (By appointment only)

    2. Store: Friendly Pharmacy Hurstville Address: 17 Macmahon St, Hurstville NSW 2200 Contact: 0451 123 588 Hours: Monday-Friday 9am-6pm; Saturday 9am-1pm

    We also offer a click and collect service. For more details, please visit: https://www.kidstoylover.com/pages/click-and-collect.

  • Which countries do we not ship to?

    Currently, we do not offer shipping to Iran. We apologize for any inconvenience and are continually working to expand our shipping destinations.

  • From where are the parcels dispatched?

    Parcels for some destinations are shipped from China via air, typically arriving within 1-2 weeks. Orders for Australia, New Zealand, and India are dispatched from Australia.

  • Where can I track my orders?

    You can track your order on our website here: https://www.kidstoylover.com/apps/parcelpanel.

    Please note: Ensure you prefix your order number with a '#', like so: #1001.

    For any questions regarding your shipment, don't hesitate to contact us at info@kidstoylover.com.

  • How long does delivery take?

    For international shipments, our parcels are sent via air, typically arriving in 1-2 weeks. Do note that Chinese and Austrlian public holidays may cause some delays.

    For orders within Australia, we use express shipping, and you can expect your package in 1-2 business days.

  • How do I change or cancel my order?

    For any order cancellations or changes, please contact info@kidstoylover.com
    We do not guarantee a change or cancelation can be made following order confirmation due to the stage of package processing and delivery.

  • What should I do if my parcel arrives damaged?

    Per our refund policy, if you receive defective or damaged items, you're eligible for a refund within 15 days. Please provide a video showing the damage and send it to info@kidstoylover.com for assistance.

  • Payment

  • What payment methods do you accept?

    We accept Afterpay, PayPal, Visa, and Mastercard.

  • Do you offer Cash on Delivery (COD)?

    Currently, we do not support COD as a payment option.

  • Initial Setup and Precautions

  • What should I be mindful of after receiving the RC airplane?

    Firstly, for our new users, we provide setup and tutorial videos. Before receiving your product, please check your email thoroughly. If you haven't received the video link, contact us promptly at info@kidstoylover.com. It's crucial to watch the video carefully before your first flight, as it will make the process much smoother.

    Additionally, for beginners, we suggest flying in large, open areas without any obstacles. Ideally, choose a day with calm weather, free from wind or breezes.

  • Usage and Operation

  • Can you fly two of these airplanes alongside each other without the remotes getting confused?

    Absolutely! You can fly two of these model airplanes simultaneously without any interference between their remotes. Each airplane and its remote control are uniquely paired, operating on different frequencies. This design prevents signal crossover, ensuring that each remote only communicates with its corresponding airplane. It allows for multiple planes to be flown in the same vicinity without any signal confusion. Just ensure that each airplane is correctly paired with its remote before beginning, and you'll be ready for an exciting, interference-free flying experience.

  • Why does the motor of my plane not turn, or why can't the plane fly?

    First, please ensure that the propellers of the airplane are installed correctly. The propellers are differentiated as left and right; the left propeller will have an 'L' marked on it, and the right propeller will have an 'R'. They are different colors.

    For instance, in model 530 airplanes, a black propeller and a white propeller are used together. If the left and right propellers are installed incorrectly or if propellers of the same color are used, it can cause the motor to stop turning or the plane to fail to fly. Please try reinstalling the propellers.

    If you're certain there's no installation error, kindly shoot a short video showing the problem and send it to our email at info@kidstoylover.com, and we will assist you as soon as possible.

  • Product Components and Delivery

  • I ordered a plane with 2 batteries, but when I opened it, I only found one battery. Why is that?

    1: For ease of transportation, sometimes the batteries are placed inside the plane's battery compartment.

    2: Occasionally, during unboxing, a battery may fall out unnoticed, so please check the surroundings carefully.

    If you still can't find the second battery, please contact us promptly at info@kidstoylover.com.