Contact

You can reach our customer service team by phone on (02) 9557 7992 or by emailing info@adultsmart.com.au. We also provide a simple contact form on this page for easy enquiries. Our team responds during business hours, Monday to Friday, 9:00am to 5:00pm AEST. We aim to handle every request quickly and professionally. Whether you're asking about a product, your order status, or how to return an item, our support team is here to help.

We aim to reply to all messages within one business day. If your enquiry is time-sensitive, please make sure to include your order number and best contact details. Our team works through queries in the order they arrive, giving each one proper attention. During busy periods, responses may take slightly longer, but we always aim to get back to you as soon as possible. We recommend checking your junk or spam folder in case our reply gets filtered.

Yes, absolutely. We take your privacy seriously and ensure all communication is handled with complete discretion. Emails from us will never contain sensitive subject lines, and our packaging is plain with no adult branding. If you call or email us, only essential staff will access your details to provide support. Whether you're asking about an order or making a general enquiry, your personal information stays protected at all times.

You’re welcome to call us anytime during business hours, but if you plan to visit our Kogarah warehouse, you’ll need to make an appointment. This helps us make sure a staff member is available to assist you in person. The warehouse is not a retail showroom, so access is limited to pre-arranged visits. Please call ahead on (02) 9557 7992 if you'd like to arrange this. We do not offer walk-ins for privacy and security reasons.

To help us respond efficiently, include your full name, contact details, and order number if you’re asking about a purchase. If it’s about a specific product, mention the product name or paste the link from our website. The more details you provide, the faster we can assist. Vague or incomplete messages may delay the support process, especially if we need to ask follow-up questions. Providing all key details upfront means we can usually resolve your request in one reply.

Returns and exchanges are handled in line with our store policy, which ensures fairness and hygiene. Start by contacting us through the form or email with your order number and the reason for return. We’ll confirm if the product qualifies and give you the next steps. Items must be unopened and in original condition unless they’re faulty. Full return conditions can be found on our Returns Policy page — please read them before sending anything back.

If your parcel hasn’t arrived within the expected timeframe, check the tracking number sent in your dispatch email. Sometimes courier delays happen, especially during peak periods or public holidays. If tracking isn’t updating or seems stuck, contact us with your order number and we’ll look into it for you. We follow up directly with the courier to get answers fast. Don’t worry — we’ll always help resolve missing delivery issues as quickly as possible.

We don’t currently offer live chat on our website, but our email and phone support is fast and reliable. Most questions can be answered in just one reply if all the needed details are included. Our contact form is checked daily, and phone lines are open during business hours. If you need help choosing a product or fixing a checkout issue, we’re happy to guide you step by step. We may introduce live chat in future based on customer feedback.