Delivering as normal. You can check our delivery information page for further information
COVID-19 Community Update 02/06/2020
Good news, we are open, and conveniently delivering directly to your home – anywhere in Australia. These are undoubtedly challenging times, as each of us have concerns about the health and welfare of our loved ones. Given the impact COVID-19 is having on the way we live and work, we must all recognize that it is no longer business as usual.
Plum Play is committed to ensuring the health and safety of our staff, our customers and the community. For this reason we have taken the necessary measures that align with the advice given from the Australian Government regarding to social distancing for the receipt, dispatch and delivery of our products.
Please rest assured, we are working harder than ever so that your family can enjoy active outdoor play in the safety of your home environment. However, for this to happen we ask you to exercise patience and trust that Plum Play will perform our duty of fulfilling your order.
Once your order is placed, Plum send the order notification to our warehouse to pick, pack and dispatch your product. With social distancing rules being strictly adhered to in our warehouse, this does mean picking, packing and dispatching orders will be more time consuming than usual. As an example; where once you could have multiple people operating on a work station, this is now down to one. In addition, the warehouse team must be diligent in maintaining clean and safe working conditions, and be as contactless with pick-ups and deliveries as possible.
When your order has been truck loaded, and is on its way to your home for delivery, the carriers must also heed and adhere to social distancing measures. For this to happen freight carriers have imposed measures such as:
1. Contactless deliveries between driver and receiver,
2. Provided hand sanitizer for all drivers to use on the road,
3. Increased use of sanitization in all depots and facilities,
4. Work from home for customer service and office staff ensuring business continuity,
5. Revised Linehaul Departure Schedules in view of recent border closures.
Please note your order may arrive in multiple deliveries
With all these measures in place and the high demand on logistics countrywide, there will be a delay on all orders. At this time we ask you to understand that the supply chain is under more pressure than usual and we request your patience and understanding.
Engaging with our customers
Plum’s priority now is to ensure that all orders are shipped and delivered in full. For this to happen, it will require the team to focus all their energy and work with our operations and logistics teams. Plum will work with you every step of the way, however we again ask for patience and understanding as this is not business as usual. We are doing our very best to help you to avoid frustration, and offer realistic dispatch and delivery time frames.
We request you contact Plum only once; we will respond and work with you to ensure the delivery of your goods. When you are communicating with our staff, please do so respectfully; Plum does not tolerate our staff being abused or bullied or treating poorly under any circumstances.
Plum Play will continue to monitor the situation closely and we are grateful for your order and support, thank you for understanding.
We want your products to arrive quickly and at the best shipping rate we can offer. Shipping charges are calculated based on the product size and cross-referenced with your postcode and delivery address. Estimated shipping charges are from our Sydney Distribution Centre.
Delivery costs for individual products can be viewed by entering your postcode in the “calculate delivery” box seen on each product page. The final shipping charge for your order will be shown once your postcode is entered during the checkout process.
We attempt to dispatch your product within 24hrs from placement. Depending on your location, delivery of your order may take 2-10 working days, so if the goods are required for a specific day or event, please ensure you place your order well in advance to ensure the goods arrive in time. The estimated delivery times are in business days (Monday through Friday) excluding Public holidays. On most occasions our shipping partners are able to deliver your goods sooner than this estimate. ** Please allow extra time for your deliveries to arrive during busy sale and holiday periods.
|Sydney Metro||2-3 Business Days|
|Melbourne, Brisbane, Canberra, Gold Coast||2-5 Business Days|
|Regional and Rural NSW||2-5 Business Days|
|Adelaide||3-4 Business Days|
|Perth||4-6 Business Days|
|Regional and Rural Victoria||3-4 Business Days|
|Regional Queensland||4-6 Business Days|
|Tasmania||6-8 Business Days|
|Rural Queensland and South Australia||4-5 Business Days|
|Western Australia||7-10 Business Days|
|Northern Territory||6-10 Business Days|
Once your order is dispatched, Plum Play will email you the tracking number that can be traced by visiting our shipping partners website.
If no-one is available to take delivery of your item, our tracking partners will leave a card in the mailbox requesting you to phone them to arrange a suitable time and date for re-delivery. If you don’t contact our shipping partner within 72 hours they will return your items back to us and you may be charged for re-delivery.
To avoid missing out on receiving your delivery the first time, we suggest the following options:
Leave a note on your front door with your name, consignment number and an “Authority to Leave” i.e. “leave under the carport”, “at front door”, “behind side gate” etc. Do not leave an “Authority to Leave” unless you are comfortable that it is safe.
Please note: it is at the driver’s discretion whether they adhere to the request and Plum cannot be held responsible for placement of goods on your property or if the instructions are not followed through.
Alternatively if you will not be home on the ETA day but you will be home the day after, you can contact the Hunter Express customer service team on 02 9780 4099 in advance of your delivery date requesting they hold your package until a suitable day when you will be home to accept delivery.
The special instructions box on the delivery page of the checkout is used for any instructions to help make it easier for the driver to make the delivery of your order for e.g."Last house at end of driveway"
"Office hours 9-5"
“Leave under the carport”
“Leave behind side gate”
Drivers are unable to grant specific requests such as "Deliver between 1-2pm".
Plum Play cannot be held responsible if your instructions are not followed. Customers who give authority for their order to be left unattended at their delivery address will only be replaced if the order is proven lost in transit by our delivery company. Plum Play accepts no responsibility for lost or stolen goods, once the courier has delivered your item and left it as per your request.
In addition, Plum accepts no responsibility should the driver not adhere to the instructions offered. This is at the delivery drivers discretion.
Always accept delivery. If you refuse delivery you may be charged a re-delivery fee for your order. Please note: Some items may be partially delivered. This means, 3 out of 4 items may be delivered on one day and the remaining one item may be delivered a couple of days later.
Check all items have been delivered before signing. If for example two out of the five items only have been delivered, please sign accordingly for two out of five, this can be written on the con-note above your signature. DO NOT refuse delivery; the rest of your items will be on their way, they may have just been delayed at one of the shipping partners transport hubs. If this occurs please call our customer service team who will lodge an enquiry with the shipping partner to follow-up on your missing items and have these delivered as quickly as possible.
If an item is delivered damaged:
- Accept delivery
- Contact your place of purchase, they may require images
- The damaged item or part will be replaced quickly and efficiently in line with our warranty procedure
- Wood splits are not considered damage. For more information please visit our learn about our wood page