Quick access to the adultsmart sex toy shops shipping and returns policy for our customers benefit and information.
Please ensure you enter the correct delivery address when you place your order as once an order is dispatched delivery address details cannot be changed. Parcels which are returned to us as undeliverable will incur a re-dispatch/delivery fee if you have entered incorrect or insufficient delivery address details. Freight charges paid for the original dispatch are not refundable. We offer free delivery for purchases over $200 for Australian customers only.
Once an item is dispatched we send you email notification of the service used and your tracking number. If you did not receive it please check your spam box. Our preferred forwarding methods in Australia are Post E-Parcel and Stratrack Express however we reserve the right to use other service as we deem fit. Delivery is made during normal business hours. Upon delivery, the goods must be signed for. If a signature cannot be obtained at the time of delivery a calling card will be left informing you of how to collect/claim your parcel during normal business hours. Parcels will be held by each of the delivery services for their maximum hold time. However, should you not respond to the respective calling cards and the parcel is returned to us as unclaimed, further freight charges will be payable for re- dispatch. Freight charges paid for the original dispatch are not refundable.
Even though at adultsmart.com.au sex toy shop we take pride and care with picking and packing all of our internet, phone and mail orders, sometimes, accidents or errors occur. Notification of faulty, damaged, incorrect or missing products must be received by our Customer Service Department within 48 hours of your parcel being signed for. Should your parcel contain a damaged or faulty item, we will provide instructions on how to return goods as set out below in our returns section.
We take pride in the service we offer our customers and value your feedback. If the product or service have not met your standards please notify us so that we can try to make good and also use your treasured feedback to improve the way we do business.
For international shipping see International Orders. Items seized by customs will not be replaced or refunded. Please check you local laws to ensure the product you are purchasing can legally be imported into your Country.
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.
Here are the details on how to return faulty or goods not as described from the adultsmart adult toy shop or when you can cancel an order.
You may cancel an order placed for products at adultsmart adult store prior to payment or prior to the goods being dispatched. Many orders are dispatched same day or next day and once a paid for order leaves the warehouse the order may not be cancelled at that time. Should you wish to cancel an order that has been dispatched please contact our customer service representatives for assistance. We will be able to accept a cancellation when the goods are returned to our warehouse and if they arrive still in the original/unopened packaging we sent it in. On the receipt of the return of the goods you will refunded in full less any postage charges. We will not charge a re-stocking fee.
Your satisfaction is important to us. However, please choose carefully before you buy as we are unable to accept product returns due to incorrect choice, change of mind or not what was expected; We will only replace items which are found to be faulty, not as described or damaged. This is a steadfast rule as due to the nature of product as once they leave our warehouse the products may come into contact with bodily fluids including semen, saliva, urine and vaginal fluids and due to health department reasons once an item is sold and the package opened, it may not be re-sold.
You may return a product that has a manufacturing defect, was not as described or was damaged in transit for replacement, or if the product cannot be replaced a choice of store credit or refund will be offered. Please follow these easy instructions.
To return a faulty, damaged or not as described product, you must contact us of the exact problem within 30 days of purchase, fill out the online returns form you will be issued with a RMA Number. Item/s where possible should be in the original packaging and are sent at the customer's cost - this cost will be refunded once the item is returned and the problem verified
When returning the products include return paperwork detailing the RMA number, nature of the defect, the invoice number for your order, whom you contacted relating to the items return and the invoice where possible.
On an items return the product will be independently Quality Control Checked to verify the problem. Once the fault or problem has been confirmed we will contact you to replace the faulty/damaged goods or issue a refund/credit.
In order to ensure that all our international customers receive quality products we test all products from international orders that leave our warehouse prior to dispatch. Products that are battery or power operated are checked prior to shipping that the battery will charge and the item is fully functional. This is done in a hygienic environment and if the battery is pre-charged we additionally charge for 3-5 minutes and if there is no charge we charge for 2-3 hours so your purchase will arrive with some charge, ready to use. Each function of the product is tested to ensure it works correctly. In order to do this the product display 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.
In the unlikely event that your item is damaged in transit or not as described please contact our customer service representative at the contact us page or live chat options and they will instruct you with the international returns process.
Prior to returning a product to adultsmart shop for adults it important that you troubleshoot with our customer service consultants for frequent issues that may easily be resolved. 70% of products returned as faulty actually work!
PLEASE NOTE: Check your item thoroughly that there is an actual problem. Over 70% of items returned are in working order and do not work due to item not being incorrectly placed in the charging cradle, incorrect batteries used, batteries placed in incorrect position, charging pin or usb not being connected properly, travel lock switched on. If you have any doubt, please contact our customer service team by phone or live chat as they may assist you in having your product in full working order, without having to return it.
IMPORTANT: If a returned item is found to be in working order the customer will be liable for a return service fee for the cost of return of the item and will not be reimbursed for the initial cost of the return. Again please check your item thoroughly as more than 7 in 10 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: 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.
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.
* Not holding on button down for three seconds - Most rechargeable and many battery operated sex toys and vibrators are switched on by pressing the + control on your toy for 3 seconds. Turning the toy off requires you to press the - button for three seconds.
* My toy does not work - 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.
* My battery will not charge - Please ensure that your toy is correctly positioned on the charging cradle. The battery will not charge unless it is.
Free delivery Australia wide when you spend $200 or more and we'll ship your order for free.
Plain discreet packaging. Invoice will read "RMV Management" only. Our return PO Box as sender.
We ship worldwide with auto currency calculator and automatic shipping charge calculator.