WE GOT YOU COVERED
Frequently Asked Questions
Selecting & Personalising Thanklys
What if there's a spelling mistake in my message?
Please check your spelling and grammar. We have provided a review and confirm page so you have the opportunity to double check everything.
On some occasions you may actually have intended to spell a word a particular way – in this case, use the additional instructions to scribe box to let us know.
Please be aware, we will write everything exactly the way you do. If there is an obvious error we will attempt to contact you before sending your gift or card.
Can I send an anonymous card or gift?
Yes, simply leave your name off the card!
If a recipient requests information about who sent them the gift, this information will not be provided without your express permission. As such, all orders are considered to be anonymous unless you tell us otherwise.
Do you offer gift wrapping?
All Thankly Gifts are gift-ready and come safely packed in a premium box! There’s no wrapping, packing or ribbons required.
Thankly Gifts are delivered in our beautifully designed, gift ready, custom presentation boxes and include a Thankly card with your personal note inside. Sending a Thankly as a gift is the same as sending any other Thankly.
How do I send the same message to a number of people?
Creating and sending the same Thankly to multiple people is selectively enabled on some Thankly Cards and Gifts whilst we test and validate the technology.
If you do not see this option and need to place an order of this type, please get in touch with as firstname.lastname@example.org.
How do I place a large order of Thanklys?
Creating and personalising a large order of Thanklys is selectively enabled on some Thankly Cards and Gifts whilst we test and validate the tech.
If you do not see this option and need to place a large order, please get in touch with as email@example.com.
Do you offer customised Thanklys?
For customized Gift Experiences please contact firstname.lastname@example.org to get in touch with our Accounts Team and discuss your options.
Shipping & Delivery
How much does shipping cost?
Standard Delivery is free for all Thanklys (cards, gifts and special edition Thankly). Express Shipping costs vary based on destination and are calculated at checkout if selected. We offer FREE Express Shipping for all orders over $100.
Note: Shipping Costs are calculated for each Thankly in your Order.
How do I track delivery for my order?
Thankly Cards include a tracking number if selected at checkout as an optional add-on or as part of an Express Post delivery. Otherwise Thankly Cards are mailed using regular post and do not include a tracking number.
Thankly Gifts include a Tracking Number in all instances. The status of your delivery can be checked on your Account Page or via Australia Post or Sendle using the tracking number provided.
How long does it take to receive an order?
Shipping typically takes 3-7 business days to all Capital Cities (except Perth and Western Australia) and 7-10 business days to Country Australia including Perth and Western Australia.
Thanklys with Alcohol
For orders containing alcohol, we are unable to deliver to the following locations. Under Australian State and Territory Laws, delivery of alcohol to the following referenced postcodes is prohibited. Orders for delivery into the Restricted Areas will be cancelled and any payment made refunded.
Alcohol Restricted Areas:
VICTORIA: We deliver to all Victorian postcodes.
NEW SOUTH WALES: We deliver to all New South Wales postcodes.
ACT: We deliver to all ACT postcodes.
QUEENSLAND: We do not deliver to the areas listed in the following advisory from the QLD Government: https://www.datsip.qld.gov.au/programs-initiatives/community-alcohol-limits
WESTERN AUSTRALIA: We do not deliver to the areas listed in the following advisory from the WA Government: http://www.rgl.wa.gov.au/maps/tourism.htm
SOUTH AUSTRALIA: We do not deliver to the areas listed in the following advisory from the SA Government: http://www.cbs.sa.gov.au/wcm/licensing-and-registration/liquor/dry-areas-2/
NORTHERN TERRITORY: We do not deliver to the areas listed in the following advisory from the NT Government: http://www.dob.nt.gov.au/gambling-licensing/liquor/liquor-restrictions/restricted-areas/Pages/restricted-areas.aspx
Should I ship to my home or work address?
We highly recommend that you use a business address whenever possible for your convenience. You may also consider shipping to a friend, neighbour, or local merchant with whom you are friendly.
Do deliveries require a signature?
Standard shipping of Thankly Cards does not require signature on delivery as they’re sent through Australia Post mail.
Can I request an alternate shipping date?
You can select a future date to send a Thankly during checkout. Please note this is the date that Thankly staff will process and fulfill your order. The delivery times specified on our Delivery page will still apply to the delivery depending on standard or express shipping.
Can I request an alternative shipping address?
You can change your shipping address at any point before the Thankly ships by logging into your account and updating the order needed.
Regrettably, we are unable to change addresses once an order has shipped. Please contact Australia Post or Sendle for assistance to redirect once your Thankly ships. In some instances, Australia Post and Sendle may also provide services to redirect your delivery however Thankly cannot guaranteee that this can be accommodated.
Who do you use for delivery?
We ship orders via Australia Post or Sendle depending on the type of order and the destination. Thankly Cards are always sent via Australia Post. Thankly Gifts including Curated Collections and Special Editions may be sent via Australia Post or Sendle.
Cards are delivered by Australia Post – so they are left in the mailbox.
Gifts are delivered via courier or express post depending on where your recipient is located (see delivery for more information). If your recipient isn’t home, the courier will leave it in a safe location (if it’s deemed safe to do so). If it’s just not possible to leave the gift somewhere safe a delivery notice will be left with instructions on how to collect or have the gift re-delivered.
Please note we are not able to guarantee delivery at a specific time of day.
Do you deliver overseas?
At this point in time we do not deliver Overseas. We deliver Australia-wide to residential and business addresses.
Updating or Cancelling Orders & Account
How do I cancel my Order?
You can cancel an unshipped order via your Account Page. If you checked out as a Guest, without creating an account, please contact us at email@example.com to cancel your order.
Once an order has shipped, we are unable to cancel the order. You can choose to return the order for a Refund under the terms of our Returns Policy.
How do I check the status of my Order?
We will send you an email when you place an order and when the order ships. If you registered as a Thankly Customer, you can also check the status of your current and previous orders at any time from your Account Page.
Payments & Refunds
What Payment Methods do you accept?
We accept all major payment methods and use Stripe as our payment processor to securely take and process your payment details.
This includes American Express, Visa, and MasterCard credit and debit cards. ApplePay, Google Pay, AfterPay as well as WeChat and AliPay are also available depending on your Country and Currency. All orders are processed through a secure checkout system provided by Stripe. Payment processing for your order is securely handled by Stripe.
When is payment charged?
For Thankly Cards, Thankly Gifts and “Create Your Thanklys” payment is charged when checking out.
For Thankly Business Customers, payment can be made immediately or on account via invoicing based on pre-established account arrangements with Thankly.
What if there are problems with payment?
If you encounter issues with payment, or the website fails to accept your card details, please contact us at firstname.lastname@example.org for assistance.
In most instances, we can provide a Stripe Payment page to take manual payment for your order and continue fulfilment / delivery without affecting delivery timelines.
Do you offer refunds?
Thankly is committed to providing the best gifts, cards and service – in perfect condition every time.
In the event you receive a Thankly that is damaged or faulty, please contact us and we will refund the value of the damaged goods or send you a replacement Thankly under the terms of our Returns Policy. We reserve the right to require proof that the goods were damaged or faulty.
If you are dissatisfied with your Thankly delivery for any reason, please contact us immediately so we can resolve your concerns. We may make arrangements for a refund or a re-shipment of a new Thankly, if appropriate.
What do I do if my order is damaged?
We take great care to ensure that your product arrives undamaged and your order complete. However, accidents do occur. If your shipment is damaged, please contact us immediately so we can offer a replacement.
How long does it take to process a refund?
Refunds will be debited onto the payment method used to make the purchase. We will seek to process your refund as quickly as possible, but please allow up to 5 business days for your refund to be processed. See our Returns Policy and Customer Terms & Conditions for more details.