Common Questions

General Questions

How can I contact customer service?

You can contact us via email on our contact us page or call us on the number below. We aim to respond to all enquires as quickly as possible. 

Ph: 1300 739 869 (1300 SEX TOY)

How can I check my order status?

Please login us via the My Account button on the top right of our website. 

Here is a brief explanation of the different order statuses.

Awaiting Payment:

Order has been received but payment is still required. Items will not be shipped until Payment is received.

Payment Received / Preparing to Ship:

Payment for the order has been received and the goods are being picked, packed and prepared for Shipment. Allow 1-2 business days for processing and packing and 2-5 business days for shipping.

Shipped:

Goods have been packed and have left our warehouse with Australia post. You should receive a separate email from Australia post with the tracking details.

Delivery Information

Is delivery discreet?

Absolutely. We use plain packaging with no reference to sextoys.com.au or your order. An ambiguous return address is used.

Considering the sensitive nature of our products we are acutely aware of the need for discretion. 

How much will delivery cost?

Delivery is a flat rate of $7.95 for regular post and $14.95 for Express Post Australia wide.

Our flat rate means you never pay more even with:

  • an unlimited amount of products
  • regardless of weight or shape
  • anywhere in Australia

How long will it take?

We always aim to ship your order as quickly as possible. It can take 1-2 business days to process and pack your order, although most orders ship the same or next day.

$7.95 Regular Post - 2-5 business days. Metropolitan areas receive the orders quickly while rural areas and Western Australia take closer to 5-7 days. 

$14.95 Express Post - 1-2 business days. If your postcode is outside the next day delivery zone it will generally take an extra day.

How will you send it?

We send all orders with Australia Post that require a signature on delivery unless you leave instructions in the comments section at checkout to leave the parcel on your premises if you are not home.

What if I am not at home?

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 deliver to a P.O. Box?

Yes. Put your P.O. Box as your address.

Do you offer a Parcel Locker or Parcel collect service?

Absolutely! This is a free service offered by Auspost. Please see our Delivery Page for full details.

Can I pick up my order?

No, we don't allow pick up. But if you don't want it delivered to your house there are several pick-up options available with Auspost as outlined above.

Do you deliver outside of Australia?

No.

Payment Information

What are the payment options?

You can pay via credit card, PayPal or bank transfer. 

We accept the following credit cards:

  • Visa
  • Mastercard
  • American Express
  • JCB
  • Diners

 

How can I check whether my direct deposit payment has been received?

When we receive your payment your order status will change to Payment Received. 

If you order status doesn't change within 2 days of your money transfer please contact us.

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.

Will sextoys.com.au come up in my bank statement?

For credit card payments there is no reference to sextoys.com.au or the type of product you purchase. The product reference will be "Online retail purchase" and the company will be an ambiguous name. 

For bank transfer you just need to put your invoice number or name while transferring your money so there is no need to reference sextoys.com.au.

For PayPal there will be no reference to sextoys.com.au but an ambiguous company name is used. If you go into the details or the order though product items do come up sometimes with PayPal. This is often not a problem because of the private nature of PayPal. If you require complete discretion then use a credit card or bank transfer as above.

Security and Privacy

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. Essentially what this means is that details are received with the highest level of security.

All of our customer service and order fulfillment is completed in-house in Australia with Australian employees. This is so we have complete control over our security compared to outsourcing overseas or buying from overseas. 

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.

Warranty and Returns

What if I receive a faulty product?

We guarantee all our products for 1 year from purchase.

If your product stops working due to a manufacturing error please login and go to the Return Request page under My Account on the top right of our website.

Can I exchange or refund a product, as it isn't what I expected?

Due to the nature of our products we do not allow returns or exchanges for change of mind. I am sure you can understand we have to ensure the safety of our customers and cannot guarantee the hygiene of returned products. Would you want to buy from a adult shop which allows products to be returned?