Find answers to the most commonly asked questions about our website, shipping, returns and products and general customer service information. Find the topics below for comprehensive and detailed information.
View the many questions that are asked frequently but Adultsmart customers. Get the answers to questions about ordering, shipping time, shipping costs, product information and returns.
Often having a look at the questions that customers ask of a website or business may allow you to get the answer quickly and easily. Set out in bullet form you will get the answers you need to know without the necessity of sending emails or making telephone calls.
- All
- Orders FAQ
- Products FAQ
- Shipping FAQ
- Returns FAQ
- Security FAQ
- Troubleshooting FAQ
Orders FAQ
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.
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:
Creating an account with Adultsmart hasthe following benefits:
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.
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.
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 FAQ
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.
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.
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.
If the product is found to be faulty and cannot be replaced you will have the choice of receiving store credit or a refund.
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.
Shipping FAQ
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.
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.
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.
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.
Returns FAQ
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:
Adultsmart is able to accept returned products if the item is found to:
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.
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:
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.
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:
Security FAQ
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:
Adultsmart will contact you for the following reasons:
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 FAQ
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-resistant 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.