Here you get quick access to the shipping and return policy of sex-toy.com.au for information and benefit to our customers.
Orders from Australia
Be careful to enter the correct address for delivery when placing your order, as it can't be changed once your package has been dispatched. If a package is returned to us as undeliverable we will add a re-dispatch/delivery fee if you're the one who has entered unvalid or insufficient details concerning the delivery address. We do not refund the original freight charges which you have already paid for. Only Australian customers gets free delivery when ordering items over $200.
When your shipment has been dispatched we will send you an email notification with tracking number and information about which service is used for the shipment. Please check your spam box in case you did not receive it. For delivery within Australia we prefer to use Stratrack
Express or Post E-Parcel as methods, however we reserve the right to use another service if it seems to fit better. Your delivery will be received during business hours. You need to sign for the parcel upon delivery. If a signature can't be obtained you will be left a calling card with information regarding how you can collect your parcel. Your parcel will be held by the delivery service for the maximum hold time. If you do not respond to the calling card and your package will be returned to us as unclaimed, you need to pay further costs for re-dispatch. The freight charges for the original dispatch will not be refunded.
At sex-toy.com.au we are careful when picking and packing your items, however errors might occur or accidents may happen while packing your internet, phone or mail order. If you receive a faulty, incorrect, damaged or missing product you have to notify our Customer Service Department within 48 hours after you have signed for your parcel. If your parcel contains a faulty or damaged item we will provide you with information about how to return the item, as described below in our return policy.
We are proud of the services we provide to our customers and we appreciate your feedback. Please notify us if the products does not meet your standards, we will do our best to make it good and use your feedback to improve the way we do our businesses.
See international orders for information concerning international orders. We will not replace or refund orders seized by customs. Check your countries laws to check whether the product you bought can be legally imported to your country. Before shipping all our international orders are checked to be sure that the battery charges and that the product functions perfectly. This is done in a hygienic environment. The box with your product will be opened and then resealed with our 'Quality Assurance Guarantee' sticker. In this way you can be sure that your item does not arrive DOA or faulty.
Below you will be provided with information on how to return faulty goods or items not as described from sex-toy.com.au, or when you can cancel an order.
If you place an order at Sex Toy adult store you can cancel them before you have paid the order, or before the goods has been sent from us. Many orders will be shipped same day or next day and when an order which you have paid for leaves our warehouse it can no longer be cancelled. You can contact our customer support representatives for assistance if you wish to cancel an order after it has been dispatched. We can accept a cancellation when the parcel has been returned to our warehouse in its original/unopened package which it was sent in. You will be refunded in full except for postal charges on the receipt of the return of the goods. We do not charge a fee for re-stocking.
It's important to us that you are satisfied with your purchase. However you need to be careful when choosing what to order, as we don't accept product returns due to change of mind, not what was expected or change of mind. We only replace products which are proven to be faulty, damaged or not as we described. Its a steadfast rule due to the nature of the items we sell, once a product leave our warehouse it can come in contact with bodily fluids and due to health department reasons those items can't be re-sold once the package has been opened.
A product which has a manufacturing defect, was damaged in transit or not as described can be replaced. If a replacement is not possible you can get either store credit or a refund. Follow these instructions:
To return an item with some of the problems described above you need to contact us within 30 days of purchase with the exact problem and fill out the return forms we will provide you, with a RMA number. They should be returned in their original packaging and the customer pays for sending it. If the problem of the item is verified that money will be refunded to the customer.
Include all return paperwork when returning the product, such as the RMA number, nature of the defect, who you were in contact with concerning the items return and the invoice number for your order, or the invoice when possible. Every product returned will be quality checked to verify any problem. When the problem or fault has been confirmed we will contact you about replacement or refund.
We want to ensure all our international customers quality products and therefore every item is tested prior to dispatch from our warehouse. Battery or power operated items will be checked, such as the battery and functionality. It's done in a hygienic environment and if product is pre-charged we will charge it for some minutes and if it's not charged we will charge it for some hours to make sure your product will reach you ready to use. We test every function of the product. For us to do this the box is opened and after testing we reseal it with our 'Quality Assurance Guarantee' sticker, for you to be ensured that the product will arrive fully functional.
In the unlikely event that your product will reach you not as described or damaged in transit we advise you to contact our customer support, you can find them on the contact us page or in our live chat option. They will then instruct you about the international return process.