Frequently Asked Questions
Are your ladders eligible for funding?
Yes. Many of our Swedish ladders have been funded by organisations such as ACC and Enable. Contact us for a detailed quote to present to your funding provider.
How can I contact you?
You can reach us anytime via our Contact Page or by emailing topsyturvynz@gmail.com. We aim to reply within 48 hours, Monday to Friday.
Can I return my order if I change my mind?
Because of the customised nature of our indoor play equipment, we don’t accept returns or exchanges once items have been dispatched.
- If your order is cancelled before dispatch, a 5% fee applies to cover service charges.
If your product arrives faulty, please email us with details and photos at topsyturvynz@gmail.com. We’ll arrange a replacement or refund.
Do you offer payment instalment plans?
Yes. We offer Afterpay at checkout. We can also arrange a personal instalment plan (e.g. three payments over three months). Please contact us to discuss your options.
Where do you deliver?
We deliver across New Zealand and Australia. If you’re ordering from Australia, please contact us first as shipping costs may vary.
Are your Swedish ladders safe?
Absolutely. Our ladders are CE certified and NZS5828 certified. When installed correctly, they can hold over 100 kg (not recommended for users over 110 kg).
Safety guidance:
- Always follow the installation and usage instructions included with your product.
- Children must be supervised when using climbing frames and accessories.
Topsy Turvy cannot accept liability for accidents or injuries resulting from misuse.
How long does delivery take?
- Dispatch: Please allow 5–7 working days, as each ladder is customised.
- Delivery: Typically 3–5 working days once dispatched, depending on courier schedules.
Who do you ship with?
We ship with Post Haste. You’ll receive tracking details once your order has been dispatched.
What if my order hasn’t arrived?
You’ll receive tracking information by email once your order is dispatched. If you notice a delay:
- Contact the courier directly (fastest).
- Or reach out to us, and we’ll help follow up.
Do your products come with a warranty?
Yes. All of our indoor climbing frames and Swedish ladders come with a 6-month warranty for private use. This does not cover misuse or unsuitable use. Please see our Refund Policy for full details.
What are your delivery charges?
Delivery costs vary depending on the product and location. We offer flat-rate shipping across New Zealand, with tailored rates available for Australia.