Frequently Asked Questions (FAQ)

What does "Waku Waku" mean?

"Waku Waku" is a Japanese onomatopoeia signifying excitement and thrill.

What does Waku Waku Universe specialise in?

We specialise in curating a delightful collection of everyday items that bring joy, excitement, and vibrant fun into your daily routine.

Where is Waku Waku Universe located?

Waku Waku Universe is based in Melbourne, Australia, operating as a home-based business powered by our passionate team.

How does Waku Waku Universe ensure product quality?

We uphold unwavering commitment to quality. Each product undergoes a thorough inspection to ensure it is unused, unopened, and in impeccable condition before careful packaging.

How can I get in touch if I have a question about my order?

If you have any questions about your order, feel free to reach out to us at hello@wakuwakuuniverse.com. Additionally, you can use the "Contact Us" page on our website. We're here to assist you every step of the way!

The product I want is sold out. Will it be restocked?

We appreciate your interest! While we can't guarantee the restocking of specific items, our inventory is frequently updated, and popular items may become available again. We recommend checking our website regularly for updates on product availability. Thank you for your understanding and patience.

Returns & Refunds

How do I start a return?

To begin a return, please contact us at hello@wakuwakuuniverse.com or through our "Contact Us" page. If your return is approved, we'll provide a return label and instructions. Ensure you reach out to us first, and keep your receipt handy.

What should I do if I receive a damaged or wrong item?

If you receive a damaged, incorrect, or faulty item, inform us within 7 days via email hello@wakuwakuuniverse.com or our "Contact Us" page. We'll promptly arrange a refund, replacement, or exchange, depending on your preference.

Can I return an item if I change my mind?

Unfortunately, we can't offer refunds for returns due to a change of mind. We recommend reviewing your orders carefully before finalizing your purchase.

Need help with a return?

If you have questions or need return assistance, contact us at hello@wakuwakuuniverse.com. Your satisfaction is our priority, and we're here to assist you.

Shipping

Where is Waku Waku Universe based, and where do you ship from?

Waku Waku Universe is based in Melbourne, Australia, and all orders are shipped from our location here.

Do you offer international shipping?

Currently, our shipping services are available within Australia, the United States, Canada, New Zealand, the United Kingdom, and Singapore. We are actively working on expanding our reach to include more destinations.

What shipping methods do you use?

All orders are shipped using Australia Post, and you'll receive a tracking number as soon as your order is dispatched.

How can I track my order?

After your order has been shipped, you will receive tracking information via email from Australia Post. Please ensure your email details are accurate. If you haven't received updates within 24 hours, check your spam folder. You can also track your parcel on the Australia Post website or via their mobile app.

What are the shipping rates for domestic orders?

Domestic shipping rates are determined by the total weight of your order. You can check the shipping rate for your order using our convenient shipping calculator on the cart page. For orders under $99, standard shipping rates start at $10.5 (2-6 business days), and express shipping rates start at $15.5 (1-3 business days). Free standard shipping is available for orders over $99.

Do you offer local order pick up?

Local order pick up is coming soon. Stay tuned for updates!

How soon will my order be prepared and dispatched?

Our goal is to dispatch orders promptly, typically within 3 business days and often on the same day. However, during peak holiday seasons or product launches, there might be slight delays. We appreciate your understanding in such instances.

How can I assist with a smooth delivery?

To ensure a smooth delivery experience, please double-check and provide accurate address details when placing your order. In case your package is returned due to an incomplete or incorrect address, a new shipping fee will be required for us to resend your order.