Help Centre
Delivery
How long will it take before you ship my order?
Your order will be shipped within 24 hours.
Can I change my shipping/delivery address?
We are unable to change the shipping/delivery address once orders have been made. Buyers have the full responsibility to provide us with the correct delivery address on the checkout page before payment. Any changes to address after checkout will not be considered as valid. A re-delivery fee will be charged to buyers for items that are returned due to incorrect delivery address.
How can I track my order?
Buyers will be able to trace the delivery online with a unique tracking number.
My delivery is missing an item
Sometimes items are shipped individually. Please check your shipment email to see what was due to be delivered. If you have further enquiries, contact us at: support@mytopia.com.au
Can I choose which courier my parcel will be delivered with?
Your item will be sent via courier or Australia Post depending on its size and weight. Refer to the individual product page to check the delivery method.
How long does delivery take once order has been shipped?
Depending on where you live in Australia, you can expect to receive your item within 5-10 business days, and you'll conveniently be able to track the delivery online.
When will my item ship?
We are proud to say that for orders where payment has been cleared, 98% of them are dispatched within one business day!
Why is free delivery not on every item?
We offer Free Shipping* on over 70% of our products. Free Shipping is limited to most metropolitan area's based on the delivery postcode. Shipping Costs may apply to delivery areas outside of our Free Shipping postcode zones.
All products which indicate Free Shipping* are free to Pick-up from our Seven Hills warehouse.
Why did my order not arrive together?
Sometimes items are shipped individually. Please check your shipment email to see what was due to be delivered. If you have further enquiries, contact us at support@mytopia.com.au
How much is the delivery fee?
Mytopia offers free shipping on the vast majority of items and delivers to every state in Australia. Your item will be sent via Australia Post or another courier service depending on its size and weight. Products can also be picked up from our warehouse that is located in Seven Hills, NSW, see Sydney Pick-up (https://www.mytopia.com.au/sydney-pick-up).
Returns
Can I cancel my order?
Due to our warehousing process, once payment has been received, we are unable to cancel orders. Our 14 Days returns process will need to be followed in these instances.
How do I return my faulty item?
Should you wish to return a faulty item, please read here: https://www.mytopia.com.au/customer-service#returns
When will I get my refund?
The outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).
What is the change of mind policy?
You will receive a store credit for returned items in cases where you have changed your mind. This also applies to orders cancelled when the item has already been dispatched from our warehouse. We accept Change of Mind returns for 14 days after you have received the item. The item must be in a re-saleable condition to qualify for a Change of Mind store credit. Store credit is valid for 12 months. Handling / Cancellation fees will apply at 20% of the purchase price. The refund amount will not include original freight costs (where freight costs were listed separately).
For further details see here: https://www.mytopia.com.au/customer-service#returns
My item is faulty but I don’t want to refund
A unique benefit Mytopia provides is product servicing. Unlike other online retailers, we have a committed team of expert technicians on location that attend to any technical issues that may arise with your items. If we feel your item is in need of repair, we offer free return postage for the first 60 days following purchase. And in cases where the unit is to be returned following repair, it will be shipped at no cost to you.
For more information see Warranty: https://www.mytopia.com.au/warranty
What is the warranty policy?
Mytopia offer a 12-month warranty on all products used for private household use from the date of purchase (unless noted otherwise). The use of products for commercial purposes qualifies the purchaser to a 3-month warranty period.
Please see further details on warranty here: https://www.mytopia.com.au/warranty
Payment
What payment methods does Mytopia accept?
Mytopia accepts Mastercard, Visa, Paypal, Afterpay, Zippay, and Latitude Pay.
Why won’t my coupon code work?
The coupon code could be invalid or expired. If you believe this may be a mistake, you can reach out to us at support@mytopia.com.au
Can I split my payment?
Split payments are not available at this time.
Do your prices include GST?
Yes, our prices include GST.
Did my order go through?
To confirm your order was successful, you can:
• Check the ‘My Orders’ page in ‘My Account' to view your purchase history
• Check your bank statement to see if the funds have been deducted
• Check your email for a confirmation email
• For further assistance, please contact us at support@mytopia.com.au to confirm before purchasing again.
My payment is not going through
If your payment was declined during checkout:
• Check your card number was correctly entered
• Check your card has sufficient funds
• Contact your bank to ensure there are no holds/blocks placed on the card
• If this does not resolve the issue, please contact us at support@mytopia.com.au
If your payment has been declined by a Buy Now, Pay Later option please contact them directly.
I have issues checking out
If you have having issues with checking out, this could be a web browser related issue. You can try to fix this by:
Clearing your cache
Purchasing from an incognito browser window
Disable browser extensions
Ensuring you are using the most up-to-date version of your browser.
If there are still issues, please contact us at support@mytopia.com.au
Can I pay for a presale order when it arrives?
Once the presale on the product is over, you will be able to purchase the product as usual.
My preorder hasn’t arrived yet.
Pre-orders dates are estimated and can change once the product becomes available.
When will you have more stock?
Our items are popular and can sometimes sell out before we get more stock. Please keep checking our product page to see when the product is back in stock.
Account
Creating a Mytopia account
On the top right of the site, you can click the ‘New Account’ to register your details for a new account.
Where can I view my purchase history?
Once you are logged in – click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My orders’ and it will direct you to your purchase history.
Unsubscribe and email preferences
Once you are logged in – click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My account’. Once you are in your account dashboard, head to ‘Newsletter subscriptions’ and untick the box to unsubscribe and save. This should unsubscribe you from the Mytopia newsletter.
I haven’t received my password reset email
• Check you have entered your email address correctly
• Check the ‘spam’ folder in your email inbox
If you still haven’t received an email after trying the above, please contact us at support@mytopia.com.au
How much credit do I have left?
Once you are logged in – click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My account’. Once you are in your account dashboard, head to ‘Store credit’ and you can view your store credit balance.
How do I subscribe to Mytopia?
Once you are logged in- click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My account’. Once you are in your account dashboard, head to ‘Newsletter subscriptions’ and tick the box to subscribe and save. This should subscribe you to the Mytopia newsletter.
How do I update my address in my account?
Once you are logged in - click on 'Account' on the top right. A drop-down menu should appear. Click on 'My Account' and it should direct you to your account dashboard. Under address book, click 'Edit Address' and make changes there.
Pickup
When can we pick-up our product?
Our pick-up times are Mon-Fri between 9am-3pm, excluding public holidays.
Where is the pick-up Location?
Our pick-up location is based in our Sydney warehouse at Seven Hills. The address is 2 Costello Place, Seven Hills NSW 2147.
What do I need to prepare for pick-up?
To make this process as smooth as possible, please note these essentials:
Payment must be made prior to arrival.
Courier pickups not permitted due to average collection time being 15-30 mins
Same day pick-up can occur between 9am-3pm Mon-Fri (excl. public holidays)
Collection required within 7 days of payment.
What is the pick-up process?
Select Pick-Up upon check out.
Please contact us after the payment so we can provide you with the pick-up details.
Parts
Do spare parts come with a warranty?
Parts purchases are not covered by Mytopia's standard warranty once used. Should your part or consumable component arrive with a manufacturer's fault, please contact us to discuss a resolution prior to using the item.
How long does it take to ship parts?
Available spare parts will be shipped within 24 hours from purchase.
What is Mytopia’s spare parts service?
A unique benefit Mytopia provides is product servicing. Unlike other online retailers, we have a committed team of expert technicians on location that attend to any technical issues that may arise with your items. If we feel your item is in need of repair, we offer free return postage for the first 60 days following purchase. And in cases where the unit is to be returned following repair, it will be shipped at no cost to you. For more information see Warranty and Returns.
How do I find the right spare parts?
Head to our Parts Finder (link: https://www.mytopia.com.au/spare-parts) and type in the SKU of the product you have purchased. It will then show applicable parts available.
Mills Marketplace Delivery
Can I pickup my order?
At this stage, we do not offer pick-up on marketplace products.
Shipping Information
Currently, we only ship to Australia.
Delivery Service
We only use carriers nominated by our suppliers.
Dispatch Time
Items will be dispatched within 1-2 business day Mon-Fri
Shipping Time
Delivery time frames vary depending on the individual supplier
Tracking Details
You will be emailed a unique tracking number
Delivery Signature
The general expectation set with customers is that packages require a signature upon delivery.
Changing Delivery Address
We are unable to change the shipping or delivery address once orders have been made.
Order Cancellation
Due to our warehousing process, once payment has been received, we are unable to cancel orders.
Mills Marketplace Returns
What is Mills Marketplace Return Policy?
Mytopia’s Marketplace Partner returns policy does not limit or restrict your statutory rights under Australian Consumer Law.
How to return faulty or damage items?
Should you wish to return a faulty item, please email support@mytopia.com.au with your order number.
Change of Mind
You will receive a store credit for returned items in cases where you have changed your mind.
Product Recalls
In the event of a product recall, we will advise you of the relevant procedure.
Mills Marketplace Guarantees and Warranty Policy
Guarantees
All marketplace products sold through Mytopia are covered
Warranty Policy
All marketplace products come with guarantees that cannot be excluded under the Australian Consumer Law.
12-Month Warranty
In addition to the guarantees under the Australian Consumer Law, Mytopia provides a 12-month warranty.
12-Month Warranty Exceptions
The 12-month warranty does not cover accessories, damages due to normal wear and tear
Evaluation of Warranty Claims
Each warranty claim will be evaluated on a case-by-case basis.