Hell's Couture Surgilube - Premium Lubricant for Intimate Exploration

Shipping Information & Policy

Sex-toy.com.au ships with Australia Post. We ship from Sydney.

All in-stock orders placed before 12pm AEST (Sydney Time) on business days are generally processed on the same day. Packages are usually received 1-6 business days after shipping, but may subject to any postage carrier related delays beyond our control.

Free standard shipping on orders shipped within Australia above $200. For orders below $200 standard shipping within Australia is $12.95 and will be added at checkout.

Orders addressed to P.O box, G.P.O box or Parcel Collect will be handled by Australia Post. Extra time should be allocated for these orders.

Shipping Transit Times (Including Free Shipping)

Shipping time refers to the estimated time that it will take to deliver your order after it’s ready to ship (Please note this does not include time to process your order). Shipping time does not commence after your order is put through but begins the moment your order has been processed and is ready to dispatch via the our freight carrier..

1. Major City & Metro Areas (within Australia)

All in stock orders are generally processed on the same day the order was placed on business days for orders received before 12pm. Generally, orders are processed and shipped the same day or next business day.

Orders are typically received 1-6 business days after shipping. For larger packages please allow an extra 1-2 business days for delivery.

If no one is available at your delivery address to accept your order a second delivery may be scheduled or you will be notified that your order can be collected from the nearest depot location.

2. Rural Areas (within Australia)

All orders are generally processed on the same day the order was placed on business days before 12pm.

Generally, orders are processed and shipped the same day or next Business day.

Packages below 2kg are usually received 3-6 business days after shipping. For larger packages please allow an extra 1-2 business days for delivery.

If no one is available at your delivery address to accept your order a second delivery may be scheduled or you will be notified that your order can be collected from the local Australia Post depot.

International Shipping

The price for international shipping is AU$12.95 for orders equal to or below 0.399kg (399grams), and AU$22.95 for orders with a total weight equal to or above 0.4kg (400 grams).

All in-stock orders placed before 12pm AEST (Sydney Time) on business days are generally processed on the same day. Packages are usually received 6-30 business days after shipping. 

If no one is available at your delivery address to accept your order a second delivery may be scheduled or you will be notified that your order can be collected from your nearest delivery depot.

Please note in regards to all orders

– These expected delivery dates/times are based on carrier shipping practices, your destination, and the items in your order.
– Expected delivery dates are estimates. Orders can be delayed due to fraud verification or the time of the order being placed. Items that are not regularly stocked cannot be held to the expected delivery dates.
– Orders may be delivered in separate shipments.
– The order cut off times are based on normal Business Hours and exclude weekends and Holidays: Monday – Friday 12 pm
– When your order ships you will receive an email from us with a link to track your order.  If you receive your tracking number before 6 pm (AEST) it may not be updated on the Carrier’s website until that evening.

Due to large amounts of online credit card fraud, all orders are subject to approval by our payment verification department. We will notify you by phone or email should your order be delayed.

Returns Policy

We have a 14 day return policy, which means you have 14 days after receiving your item to request a refund for any defective products.

Returns and exchanges are only available for faulty items, goods not as described, or in some instances, for incorrect sizing.

Due to health and safety regulations, sex-toy.com.au cannot resell any returned or exchanged products.

This policy is in place to prioritise your well-being and ensure that you receive the highest standard of hygiene and quality in all products.

To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

You’ll also need the receipt or proof of purchase. We do not issue refunds for change of mind or incorrect choice.

Under Australian Consumer Law, we are not obliged to accept returns for “incorrect choice” or “change of mind” so please choose your products carefully. 

Any freight and insurance costs to return the item to us are at your expense. This includes the liability for any lost freight – send via registered post.
If your return request is accepted, we will provide you with all instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We do not accept returns for any products that have change of mind, damaged products, or for products that have been used or do not have their original packaging.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.