FREQUENTLY ASKED QUESTIONSFAQ

Orders & Payment

What is the status of my order?

Once your order is on its way, you'll receive a shipping notification via email. But if you're having trouble tracking your order, shoot an email to help@alphabetlegends.com and we will get back within 24 hours at the latest.

We only ship on business days, so orders placed on Friday after 11:00am or over the weekend will ship out on Monday morning.

Can I change of cancel my order?

No sweat - we all make mistakes. Shoot us an email (help@alphabetlegends.com - with your order # in the subject) catch us on live chat (Monday - Friday, 9am - 5pm AEST) and we’ll do everything we can to sort it out.

We try to fulfill orders very quickly, so please don’t hate us if your order has already been shipped. In the worst case scenario, you can return it to us for a refund. Please note, return mail and resend costs are the responsibility of the customer, along with any restocking fees. This will be deducted from the refunded amount.

When are orders dispatched?

When products are in stock, we typically dispatch orders the next working day (or the same day in many cases).

If items are available on pre-order or we anticipate a delay in dispatching a shipment, we will include an estimated date on both the website and the order confirmation email you receive.

When can I expect my order to arrive?

You will receive an email with a link to track your order once it has been processed. Click on that link to receive updates from AUSPOST.

Within Australia, standard shipping through AUSPOST typically takes around 2-5 working days for metro areas. Perth and regional areas can take can take 3-7 days

The express shipping option with Australia post can be as fast 1-2 working days. This is only applicable to metro areas.

Please note - our team are continuing to dispatch orders without delay during COVID, but AUSPOST and other carriers are experiencing delays as a result of the operational restrictions and additional protocols.

All customers outside of Australian and New Zealand can place orders through our international website: http://www.alphabetlegends.com

How long is the wait with Pre-Orders or Back Orders?

In both cases we include an expected arrival date on our website and the order confirmation email you receive. That way you have an indication as to when this item will be hitting our warehouse. From there, we aim to dispatch the entire backlog of orders within 1 -4 days.

Can I add a gift message or have my order wrapped as a gift?

For sure! We really pride ourselves on delivering the perfect gift solution. We provide the option of including a personalised message on a handwritten card.

If you are looking to surprise and delight somebody special, add the ‘personalised gift card’ option to your order.

Do you include invoices or prices with the order?

Many of our customers purchase our goodies as gifts for family or friends so we do not include the invoice or any mention of price with the order.

Where else can I buy Alphabet Legends goodies?

We are an independent publisher and small family business that produce all of our own books.

Alphabet Legends titles are available exclusively through our website in Australia.

Delivery and Returns

How much is shipping?

We offer free shipping on all orders above $70.00 within Australia. We also offer free shipping for orders over $100 to New Zealand.

We charge a flat fee of $9.95 for all orders under $70.00 using the AUSPOST standard service. Standard shipping via Australia Post to New Zealand is $14.95

The express delivery option in Australia incurs a flat fee of $14.95

What are your shipping methods and how long do they take?

The standard AUSPOST delivery service takes 2-5 working days for metro areas. Shipments to Perth and regional areas is estimated at 3-7 working days.

The AUSPOST express service usually takes 1-3 working days for metro areas.

The transit time for orders to New Zealand is 4-14 working days

Orders outside of Australian and New Zealand should be processed through our international website. They will be dispatched from our warehouse in California

What is your returns policy?

If you’re unlucky enough to receive a faulty product or you’ve changed your mind, no sweat, we’ll gladly refund your order within 14 days of the purchase date.

To get started, please shoot through an email to help@alphabetlegends.com with the subject ‘Return’. Please includes your name and order number in the email. A member of our team will contact you shortly to initiate the process.

Please note, you will need to cover the cost of the return shipping. The refunded amount will be for the value of the product.

Refunds will be processed using the original tender type. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the original purchase).

When can I expect my refund?

Hang tight, it can take up to two weeks to receive and process your return (in most cases with we have this sorted out within 2-3 days). We'll be sure to send a refund notification email as soon as we've issued your refund.

Do you partially order items?

If a multi-item order contains a 'pre-order' item, it will only be shipped when all of the items are 'in-stock' unless you select the 'Split Shipment' option at checkout.

General

I got an idea for a new title/theme - how do I share my pearls of wisdom?

We can’t promise it will happen, but we welcome your suggestions. Reach out to us through one of our social channels or shoot through an email from our Contact Us page.

We plan to release a minimum of 15 new titles each year and would love to hear your thoughts.