Help Centre

Questions

• How can I ensure total discretion and confidentiality
• Is your website safe?
• Do you share my details with any third parties?
• Will SexToys.com.au appear on my credit card or PayPal statement?

• How can I contact customer service?

• How will you ship the product and how much is the shipping fee?
• How long will it take for my orders to reach me?
• Will anyone know the type of product I have purchased?
• What if I am not home when Australia Post delivers the parcel?
• Can you ask the courier to leave the parcel somewhere?
• Can I collect the parcel from my local post office?
• Can I pick up my order?
• What happens if items are out of stock?
• Do you deliver outside of Australia?

• What are the payment options?
• How can I check whether my direct deposit payment has been received?
• Can I pay with Paypal?

• What if I receive a faulty product?
• Can I exchange or refund a product, as it isn't what I expected?

• Can I check the status of my order?
• What does awaiting fulfillment mean?

Answers

How can I ensure total discretion and confidentiality? At SexToys.com.au we treat our customers orders or inquiries with total discretion at all times. All adult products purchased at SexToys.com.au are dispatched in plain packaging with no indication as to the contents of your order and your information is never shared with anyone.

Is your website safe? We take security seriously. To ensure that orders are completed in the most secure way we have a 128-bit secure server with our SSL Certificate coming from RapidSSL. Essentially what this means is that details are received with the highest level of security. RapidSSL is owned by GeoTrust, one of the world's largest website security certificate providers. RapidSSL are so confident in SexToys.com.au that they provide a $10,000 security warranty on all purchases from SexToys.com.au. Please read our Privacy Policy for more details.

Do you share my details with any third parties? We never have and never will rent, sell or hire your details to any third party.

Will SexToys.com.au appear on my credit card or PayPal statement? All payment methods are discreet. On your banking and credit card details it will have a generic company name with no reference to any adult products. No one will be able to determine which website you have purchased from by looking at your transaction details. For more information, please visit our Privacy Policy page.

How can I contact customer service? One of our core values is having exceptional customer service. You can contact us through the following means:

Call Us

1800 SEX TOYS (1800 739 8697) 10am - 8pm Weekdays, 10am - 4pm Weekends

Live Online Help

Click here for online chat

Through Email

Email Us - We will always get back to you within 24 hours, guaranteed!

How will you ship the product and how much is the shipping fee? Order as many items as you like and get them delivered anywhere in Australia and all you will pay is $9.95! Orders will be delivered discreetly via regular Australia Post. We use the very reliable E-parcel service provided by Australia post.

How long will it take for my orders to reach me? Metropolitan areas can expect delivery within 2 days, but this can be up to 7 business days during unexpected busy periods. Rural areas can expect delivery within 4 days but this can be as long as 10 business days.

Will anyone know the type of product I have purchased? All shipments are made in plain packaging without any details of the products being shipped or the website that it was purchased from. We take privacy seriously. All our packages are sealed with anti-tamper tape to avoid anyone opening the package out of curiosity. Rest assured the only sign your neighbours will have that you purchased from SexToys.com.au will be the smile on your face.

What if I am not home when Australia Post delivers the parcel? A note will be left in your letterbox asking you to pick the parcel up from your local post office. Photo ID will be required.

Can you ask the courier to leave the parcel somewhere? Yes, please let us know where you would like the courier to leave the parcel on the "Order Instructions" section during the last step of check out. Eg "Leave parcel on porch next to shoe rack".

Can I collect the parcel from my local post office? Yes you can. You will have to write your delivery address as below: Your Name C/O post office Your Suburb, State, Postcode You will not get a card notifying you that your delivery has arrived, but we will let you know that we have shipped out your order. Than you can go to your local post office in a couple of days with ID and collect your order. For example, the following is for a delivery to the local post office of John Smith who lives in Hampton NSW 2144.

John Smith
C/O Post Office
Hampton, NSW 2144

Can I pick up my order? No, we don't allow pick up. But if you don't want it delivered to your house you can pick it up from the local post office, as outlined above.

What happens if items are out of stock? On the rare occasion that an item is out of stock, we will offer you an alternative which is worth more but at no extra cost to you. Of course you can also choose a refund as well.

Do you deliver outside of Australia? No. Please visit our Shipping Info page for more info.

What are the payment options? You can pay by credit card which includes Mastercard, Visa, American Express, Diners Club and JCB Card. There are no surcharges on any credit card. You can also pay with direct deposit, cheque, PayPal and money order through Australia Post.

How can I check whether my direct deposit payment has been received? You can contact us through our Contact Page Direct deposit payments can take as long as 3 days.

Can I pay with Paypal? Yes, we are one of the very few adult toy websites in Australia that are able to accept PayPal! There are no extra costs or surcharges for this payment method. Please visit our Payment Methods page for more details.

What if I receive a faulty product? Contact us through our Refund & Warranty Page and we will email you a printable mailing slip. Stick this slip on the packaging and you can return the product to us without any cost to you. We will send out an immediate replacement.

Can I exchange or refund a product, as it isn't what I expected? Yes! we understand that shopping online can at times be difficult. You can exchange or refund your product and we will even pay for return shipping! You have a whole 365 days to return the product. The one condition is that the product cannot be used in anyway. We have been in the industry for years and we know when a product has been tampered with. You wouldn't want a used product and there is no way that we would ever sell a used product to anyone else. Thus if you send us a used product you will have to pay for shipping to get it back once we reject your refund or exchange.

Can I check the status of my order? If you registered when you were checking out then you can Log In to our members section and check the status of your delivery.

What does awaiting fulfillment mean? It means we have received your payment and we are processing your order to ship it out from our warehouse.