Frequently Asked Questions

Set out below you will find answers to the most commonly asked questions received at this website. Simply click on the question to find detailed answers to these questions. Should you not find the question you wish to ask please do not hesitate to contact our dedicated customer service consultants who are only too happy to assist.

ORDERS

To begin placing an order, you will need to select the products you would like to purchase. Follow these steps to add products to your shopping cart.

  • Browse a product page on Adultsmart’s website.
  • Click on the “Price” drop down menu.The menu will drop down.
  • Select the currency you would like to purchase the product in.
  • Click on the “Quantity” drop down menu. The menu will drop down.
  • Select the quantity you would like to purchase.
  • Press the “Add To Cart” button. A loading image will appear. Then a
  • “What’s In My Cart” window will appear with the product added to the shopping cart.
  • Press the “x” button to close the “What’s In My Cart” window.
  • Continue steps 1 to 6 until you have all the products you would like to purchase in your shopping cart.

If you would like to view your Shopping Cart at any time during your shopping process, press the cart “Shopping Cart” icon in the top right hand corner of the page. The “What’s In My Cart” window will appear.

Press the “Checkout” link in the top right hand corner of the website. The login page will appear with three different checkout options which includes:

  • Create a new customer: I am a new customer. By creating an account at Adultsmart you will be able to shop faster, be up to date on an order status and keep track of the orders you have previously made.
  • Login as a Returning Customer: If you have previously registered as a customer, you are able to log in with your email address and password.
  • Use the express checkout: You can check out without creating an account.

Creating an account with Adultsmart hasthe following benefits:

  • Permanent Cart: Any products added to your online cart remain there until you remove them or check them out.
  • Address Book: We can now deliver your products to another address other than yours! This is perfect to send birthday gifts direct to the birthday-person themselves.
  • Order History: View your history of purchases that you have made with us and find details on how to track your deliveries.
  • Products Reviews: Share your opinions on products that you have purchased.
  • Newsletter: You are able to sign up to Adultsmart’s Newsletter which includes notifications on specials, discount codes and the latest products.

If you use the Express Checkout you will not need to create an account. It will take you through a one page checkout system which makes the payment process fast. You will need to fill out a form that includes the billing, delivery and payment details.

  • Press the Checkout link in the top right hand corner of the page. A “Login” page will appear.

    Login
  • Press the “Register” button under the New Customer section. A Create An Account page will appear.

    Register
  • Select the male or female check box to enter in your gender.

  • Type your first name, last name and email address into the “Personal Details” input boxes.

  • Select the date of birth input box, a window will appear which will allow you to select your date of birth from a calendar. If you are typing in your date of birth it must be written as Date/Month/Year.

  • Type your street address, suburb, post code, city in “Your Address” input boxes.

  • Click on the “State/Province” drop down menu.

  • Select your State/Province.

  • Click on the “Country” drop down menu.

  • Select your Country.

  • Type your telephone number and fax number in the “Your Contact Information” input boxes.

  • Select the “Newsletter” tick box if you would like to be updated with Adultsmart’s latest promotions, discounts and new product updates.

  • Type your password in the “Your Password” input boxes.

  • Review the information that you have entered into the form.

  • Press the “Continue” button in the bottom right hand corner of the screen. A new page will appear which will say “Your Account Has Been Created! Congratulations! Your new account has been successfully created! You can now take advantage of member privileges to enhance your online shopping experience with us. If you have ANY questions about the operation of this online shop, please email the store owner. A confirmation has been sent to the provided email address. If you have not received it within the hour, please contact us.”

  • Press the “Continue” button in the bottom right hand corner. The Delivery Information page will appear.

    Register
  • Press the “Change Address” button if you would like to update your address information.

  • Choose your preferred shipping method or read the shipping method that has been selected for your order.

  • Write in the “Add Comments About Your Order” input box any information you would like Adultsmart to know about your delivery.

  • Press the “Continue” button. The Payment Information page will appear.

    Register
  • Press the “Change Address” button if you would like to update your address information.

  • Select a “Payment Method” checkbox with your preferred option.

  • Type a code in the “Discount Code” input box if possible.

  • Press the “Continue” button.

  • Process your payment.

Once you submit your registration form you will be automatically logged into your account. You will have access to your account information, address book, password, order history, newsletter subscription, product notification list and the product review section.

After you have registered a user account with Adultsmart, you will receive a “Welcome To Adultsmart” email which tells you about the services that you have access to. After you have registered, you will need to verify your email address.

  • Login to your email.
  • Find the “Welcome To Adultsmart” email.
  • Press the link within the email which lets you verify your email address. A new window will appear which will say “Your email has been activated”.

There are different payment methods available including:

  • Credit Card/Debit Card via Paypal
  • Paypal Express Checkout
  • Bitcoin via Bitplay
  • Bank/POST transfer prepayment
  • Check/Money Order
  • Other

Please indicate your preferred payment method during checkout

Adultsmart’s billing process and credit card statements are discreet. You will not see Adultsmart or any adult related references on your statements. Your statement will read a transaction from RMV Management Pty Ltd. The only time Adultsmart is read on your statement is if a chargeback is claimed.

The minimum purchase price is that of the lowest priced product on the website. From time to time promotions will happen on Adultsmart where products may be sold for as low as $1.

PRODUCTS

When you are on a product page you will see an “In Stock” or “Out Of Stock” icon which will let you know whether that product is available to purchase. Adultsmart stock quantities are automatically updated as customers purchase products and customer service staff update stock quantities as new stock is made available.

We continually work to maintain the integrity of our inventory but from time to time errors occur. If an item is found to be out of stock we will contact you immediately. Adultsmart will ask whether you would like to make a short shipment with the options to either raise a credit note for future purchases, replace the missing product with another product of similar value or wait until the product that is missing is available.

Please choose the products you would like to purchase carefully before you confirm the transaction. Due to the nature of adult lifestyle products, once a customer’s package leaves the warehouse the products that are received may come into contact with bodily fluids including semen, saliva, urine and vaginal fluids. Due to health department reasons once an item is sold it may not be re-sold. Adultsmart is unable to accept returned products due to:

  • An incorrect product was purchased.
  • Change of mind.
  • Product is not what was expected.

Adultsmart is able to accept returned products if the item is found to:

  • Have a manufacturing fault.
  • Have product damage
  • Is not as described.

Please thoroughly check your product to see if there is an actual problem as over 70% of items returned are in working order. This means that 7 out of 10 product returns are found to be in good working order.

Listed below are some of the most common problems that we have found our customers experience with their new products. Please ensure that you have thoroughly checked the following:

  • Products with protective plastic: Protective plastic is sometimes placed inside a battery operated product to ensure that the batteries are not used. Open up the battery compartment, remove the batteries and see whether you need to remove any clear plastic pieces.

  • Ensure the batteries are facing the right way: Sometimes the batteries are placed inside the product the wrong way. Normally within a battery compartment of a product, you will be able to read the correct way the batteries are placed inside. Ensure the batteries are placed in correctly.

  • Product was not charged properly: Sometimes a product does not turn on if it has not been charged properly.If the product is battery operated ensure you use new batteries and if the product is rechargeable ensure you read the product manual to specify how long the product needs to be charged up for the first time. If possible, check that the charging cord, charging cradle, charging pin and adapter are all plugged in or used correctly.

  • Incorrect batteries used: Sometimes the wrong type of battery is placed into the product. Ensure you are using the correct batteries.

  • Travel Lock was turned on: Some products are with travel lock turned on. This is turned on by the manufacturing company, so the product does not accidently turn on when it is shipped.Travel lock normally requires certain buttons that need to be pressed for a certain amount of time.

If you have any doubt, please contact our Customer Service Department by phone, email or live chat. They will be only too happy to assist you through troubleshooting your product.

A product should be returned within 30 days of purchase. If a products is found to be faulty more than 30 days after purchase it should be returned to manufacturer for replacement that we will assist you with.

To return a product with a manufacturing fault, damage or not as described:

  • Within 30 days of purchase contact customer service by calling them on the phone, sending an email or through Adultsmart’s web chat. Talking to customer service will help you to find out whether Adultsmart is able to accept the product for replacement.
  • Fill out the Online Return’s Form.
  • You will be issued with an RMA Number.
  • Send the product back to Adultsmart.

Products are originally sent at the customer's cost but this cost will be refunded once the products are returned and the problem is verified.

Please Note: If the product is found to not be faulty the customer is liable for the postage charges each way.

If the product is found to be faulty and cannot be replaced you will have the choice of receiving store credit or a refund.

Where possible the product should be returned in the original packaging with all the contents of the product included.

The Return Paperwork needs to include:

  • The RMA number.
  • Information on the nature of the manufacturers fault, product damage or how the product was not as described.
  • The purchase order or invoice number.
  • The details of the customer service employee you contacted relating to the product return.

When the product return is received, it will be independently Quality Control Checked to verify the problem. This process may take up to 3 business days after receiving the return. Once the problem has been confirmed we will contact you to replace the faulty, damaged or not as described product to issue a replacement, store credit or refund.

If a returned product is found to be in working order the customer will be liable for the cost to return the product. The customer will not be reimbursed for the initial cost of the return.

Even though Adultsmart takes incredible care when packaging and shipping their products sometimes you may receive incorrect products, missing products or parcels. If this is the case, within 48 hours of your parcel being signed for you will need to contact the Customer Service Department for further assistance.

When do you contact

All international orders are checked prior to shipping that the battery will charge and the item is fully functional. This is done in a hygienic environment. The packaging of the product will be opened and then resealed using our “Quality Assurance Guarantee” sticker so you can rest assured that your products will not be faulty or arrive damaged on arrival.

SHIPPING

Adultsmart ships to most Countries in the world through DHL. It is an Australian based company and its dispatch centre is located at Peakhurst, Australia.

Adultsmart ships throughout Australia for a flat $9.90 charge. For orders over $200 shipping is free. Australia Post Parcel Pak and Startrack are used as our preferred courier services. Adultsmart delivers their products to the following States and Capital Cities:

International Shipping Charges vary but you can receive a quote for the cost of delivery to your Country of origin instantly with out automatic shipping calculator. Simply select the goods you wish to purchase, add them to cart, select the Country and shipping prices will be automatically calculated and displayed on the screen. You can then choose whether you wish to proceed with the transaction. Adultsmart has done an amazing deal with DHL who provide affordable freight charges that are often lower than what you will be charged for domestic orders anywhere in the world. DHL has partnered with Post Offices around the Globe so in many Countries they offer a PO Box Delivery service.

The buyer is liable for all duties, taxes or clearance charges at the Country of destination.

It is up to the buyer to determine the legalities of importing any of the products available on the adultsmart website prior to purchase. All international parcels may be subject to customs searches so it is imperative that you check with your local laws to ensure that what you are ordering is legal to bring into your Country or Territory. Items seized by customs will not be replaced or refunded.

All international orders are checked prior to shipping that the battery will charge and the item is fully functional. This is done in a hygienic environment. The packaging of the product will be opened and then resealed using our “Quality Assurance Guarantee” sticker so you can feel rest assured that your products will not be faulty or arrive damaged on arrival.

All products advertised on this site are generally shipped within 2 working days from the receipt of payment.

Adultsmart ships to most Countries in the world through DHL. It is an Australian based company and its dispatch centre is located at Peakhurst, Australia.

If you have just placed a product order but have immediately found that you have listed the incorrect shipping address you should contact customer service as soon as possible with the correct details as your parcel may not have been shipped yet. Once your item leaves our dispatch centre the delivery address details cannot be altered.

If your parcel was sent with the incorrect delivery address and was returned to us as undeliverable, you will incur a re-dispatch/delivery fee. Freight charges paid for the original dispatch are not refundable.

All orders dispatched from Adultsmart are tractable. Details of your tracking number are sent to your email address at the time of dispatch. If you did not receive this email in your inbox check in your spam mail or contact us and we will resend you details.

Adultsmart packs your products with the utmost care so that the products are shipped safely so that they are not damaged during transit. Products are placed in parcels or boxed in discreet plain packaging.

We take you, our valued customer's privacy seriously. Adultsmart or any adult related references will not appear on your parcel. You will only see a PO Box address listed.

SECURITY

We understand that you, our esteemed customers have a right to privacy. We know that our economic success depends on developing a trust between our site and the consumer. We understand the importance that you place on your personal privacy. To ensure this we commit to protect your personal information. All information collected from you will be used to service your order and to improve your shopping experience. Should you experience any difficulties or have any concerns about our privacy policy or protection of your privacy please do not hesitate to contact us.

All correspondence through the website is stored and protected behind firewalls.RMV Management Pty Ltd owns Adultsmart and other online e-commerce stores and information sites. Details from purchases made from those affiliated sites are also stored in our database.Adultsmart services all its own orders and does not use any third party drop-shippers so your information will only be on our database.

Adultsmart only shares your name and address to the shipping and courier services for delivery of the product/s that have been ordered.We do not sell or trade customer’s personal or business information.

On making a purchase we need to get your name, address, e-mail address and phone number to service the order. Your order details and any correspondence is stored on our data base.

No credit card details are stored on our database. All transactions are encrypted and processed electronically and automatically via a secure server. We never see your credit card details as they are processed by an approved third party provider. There is no data retained at all by Adultsmart and there is no evidence of any transactions having taken place. No human eyes can view any of the information exchanged between you and the server.

Adultsmart has a 99.9% trust rating and all payments are done securely through a secure third party transactional facility. Adultsmart uses three different ways to ensure that your payment details remain secure at all times. Adultsmart uses:

  • Secure HTTPS: Adultsmart uses secure HTTPS which allows secure communication over the internet. Secure HTTPS authenticaesAdultsmart’s website and protects the privacy of the exchanged data.
  • Paypal: When you checkout and pay for your products through Paypal your payment details remain encrypted. Paypal withdraws the funds from your selected account, they then act as the buyer and pay Adultsmart themselves.
  • Bitcoin: Through an approved online Bitcoin merchant provider.

Adultsmart will contact you for the following reasons:

  • Order Confirmation:You will receive a confirmation e-mail of your order.
  • Customer Feedback:You may receive an email requesting feedback 2 weeks after your purchase.
  • Out Of Stock Products:If an item is out of stock or there is some other difficulty in servicing your order we will contact you.
  • Incomplete Information:If there is incomplete information on your order, we will contact you in order to finalize it.
  • Newsletter:If you have subscribed to our newsletter you may receive email offers from us from time to time.

Term & Conditions: We may contact you and pass on your details to third-parties if we believe you have violated the terms and conditions associated with using Adultsmart or we believe you have been involved in activities harmful to RMV Management Pty Ltd. This may include participating in fraudulent activities or illegally using the sites services or products.

Cookies are used to enhance your shopping experience at Adultsmart and also leave products in your shopping cart to enable you to check out on a later date. We also use cookies to track locations and user movement on our site to constantly improve your online experience at Adultsmart.

TROUBLESHOOTING

Protective plastic is sometimes placed inside a battery operated product to ensure that the batteries are not used. Open up the battery compartment, remove the batteries and see whether you need to remove any clear plastic pieces.Sometimes the batteries are placed inside the product the wrong way. Normally within a battery compartment of a product, you will be able to read the correct way the batteries are placed inside. Ensure the batteries are placed in correctly.Sometimes the wrong type of battery is placed into the product. Ensure you are using the correct batteries.

Ensure that your toy is correctly positioned on the charging cradle. The battery will not charge unless it is correctly placed and the right way round in the cradle and the charging elements are lined up.Why Can’t I Switch My Toy On?

Many adult products have a charging cable that may be powered by usb or power cord. It is essential that you position the product the correct direction on the cradle and that the elements (which are generally metal) on the toy marry up to those on the cradle. The battery will not charge so the toy will not work unless it charges.

Some products are with travel lock turned on. This is turned on by the manufacturing company, so the product does not accidently turn on when it is shipped.Travel lock normally requires certain buttons that need to be pressed for a certain amount of time.

Most vibrators have controls to increase and decrease the vibration strength and change vibration modes. Most rechargeable toys have a + and – button, keep + pressed down to increase vibration strength and – to decrease. Regular battery toys will generally have a slide that you push up to increase and bring down to decrease or on the battery screw cap you can turn clockwise to increase or anti-clockwise to decrease.

Most rechargeable toys have a + and a – button. Keep the – button pressed down for at least 3 seconds to automatically turn off. Screw cap and lever controlled vibrators turn to or slide to lowest setting should turn the toy off.

All international orders are checked prior to shipping that the battery will charge and the item is fully functional. This is done in a hygienic environment. Your items box will be opened and then be resealed using our 'Quality Assurance Guarantee' sticker so you can rest assured that your item will not be faulty or arrive DOA.

Most rubber, PVC or vinyl dildos tend to smell very strong as a result of the manufacturing process and materials used when first removed from the packaging. Prior to use rinse with warm water and a toy cleaner and the smell will dissipate.

Screw cap toys should be tightened until you feel a soft click. This is the optimum position. Screwing it tighter may damage to toy and looser the electrical diodes may not be in the correct position.

Water-proof toys can get slightly wet – a short burst in the shower but are not submersible. Waterproof toys are submersible and can be used in the bath, swimming pool or hot tub.

  • Free Delivery Australia

    Free delivery Australia wide when you spend $200 or more and we'll ship your order for free.

  • Packaging

    Plain discreet packaging. Invoice will read "RMV Management" only. Our return PO Box as sender.

  • Ship Worldwide

    We ship worldwide with auto currency calculator and automatic shipping charge calculator.