Shipping & Delivery
Please note we have multiple warehouses therefore your order can be dispatched in separate packages, but rest assured our discrete packaging will be applied in all instances.
What shows on your Credit Card / Bank Statement?
We don't show Sex Toy Lovers What you see is STL AUST
We take the upmost care to ensure your parcels are delivered as quickly as possible with Regular Post 2 - 5 Business Days and Express Post 1 - 2 Business Day Metro, and also as discreetly as possible, with plain packaging.
We do not ship overseas; we only ship to Australian locations at the moment.
ALL orders are discreetly packaged, in plain simple packaging. There is no mention of the contents of the parcel on the exterior. There is no reference to specific products contained in the package at all. No mention of this website on the packaging. No one would ever suspect what is contained within your parcel.
Free Regular Post 2 - 5 Business Days Metro for all orders over $99.99
$9.95 Regular Post 2 - 5 Business Days Metro for orders under $99.99
$14.95 Express Post 1 - 2 Business Days Metro
$24.95 Discreet Person to Person Delivery (Sunshine Coast - Brisbane - Gold Coast)
Please Note: For the MaleBasics, Joe Snyder, Oceanico and Groom product range.
Shipping can take anywhere from 5 - 14 business days to arrive.
We like to keep you up to date on where your parcel is so you will get a shipment email from us on the day of dispatch. Please keep an eye out for this email, as it has the tracking link in it. If you wish to locate your parcel, please click the tracking link in this email, and it will redirect you to the website with tracking data shown for your parcel.
Should you receive a "calling card" in your letterbox notifying you of an attempted delivery by Australia Post then you can use the number on the calling card to pick up your parcel. This same tracking ID would have been sent to you in the shipment email from us. Simply take this number, and some photo ID, to the location identified in your tracking and you can pick up the parcel.
All orders are dispatched using Australia Post. Regular and Express Post comes with a "Next Business Day to Metro" and 2 - 5 Business days by Regular Post. From our experience, this means overnight to all capital Australian cities - Melbourne, Sydney, Brisbane, Adelaide, Perth, Darwin, Hobart. To the country areas in Victoria, New South Wales, Queensland, South Australia and Tasmania, we find it can take a bit longer. The only variance we have seen is that sometimes it can take two – three days to deliver to remote Northern Territory and remote Western Australia.
Dispatch of parcels occurs during regular business hours, Monday to Friday, 8 am to 5 pm. Once your order is shipped, you will receive a shipment email, with tracking information in it. Cut off for same day dispatch is 2pm
In the unlikely event that a parcel we have dispatched has not been received then most probably the package is waiting for you at your local post office. Typically Australia Post will leave a card in your letterbox, but sometimes this may not happen as planned. Please use the tracking information in the shipment email to find your parcel, and go and collect it from the appropriate location on the calling card using the tracking ID as your reference number. Ensure to take photo ID and something with your name and address on it. A driver's license is best.
If you are unable to find the parcel in tracking, or something else has happened, then please contact our support team using our contact us page. Please quote your order number within this email.
If you have not received your parcel then we can launch an investigation on your behalf with Australia Post. If you entered an incorrect address and the package has not been received, we cannot be held responsible for non-delivery in situations like this. It is the customer's responsibility to provide complete and correct name and address details for delivery. We encourage all customers to double check the delivery name and shipping address on the checkout page, prior to placing the order. We also encourage customers to check these details again in the delivery email that is sent immediately after placing the order. Note: We NOW deliver to Post Boxes and not just your residential address.
If the correct name and address were given, and the parcel is lost, we will resend the goods. If this is the case, then we have a cooling off period of 21 days. 21 days is enough time for Australia Post to return the goods to us. The second option is that we refund the order.
We have found that generally, in 95% of cases, returns that we have received are working fine. In most instances, it is the batteries that cause the issue. Please ensure you have tried new batteries, checked the polarity on the product battery compartment and positioned the batteries correctly. If you are unable to solve the problem like this, then, please read the below information.
Do you believe your return is faulty? - How to get a replacement for your faulty product - For faulty products we provide a 7-day replacement warranty, from the date that the product was received (according to Australia Post tracking delivery date).
If a product you purchased is determined to be faulty, we will replace the item with an identical product. If for some reason we are unable to replace with the exact same product then, we provide 2 options, 1. Choose alternative product(s) to the same value, or 2. A refund for the faulty product.
Note: When returning the product to us, standard postage fees will apply. We recommend using an Australia Post Pre-Paid Standard Post Satchel, which are available at any Australia Post outlet, or your local news agency. If the return relates to a completely faulty product, then we will send the replacement product to you at no additional cost. Should the product be determined to be functioning correctly then the customer must pay all send and return postage costs.
When our warehouse receives returns, our technician will test the return, check serial numbers and ensure all information matches, and is correct.
BEFORE returning your product, please contact support and obtain a return authority (RAN) number. Returns that are sent to us without an RAN number will not be logged into our system, or accepted.
The purchaser must pay postage costs for all returns which are not faulty, or that cannot be accepted for return (used products, deliberately damaged, or because of a change of heart - these are NOT acceptable reasons for return). As you can imagine there are significant health and hygiene reasons that prevent our staff from handling used products.
In the event of a return which is not accepted, we will notify you of this, ask for return shipment payment, and hold onto the product for a period of 30 days after receipt, or 30 days after notification. After this 30-day period has expired we will dispose of the product.
If returning a product, please make sure you include a cover letter with the following information:
- Return Authority Number (RAN Number)
- Order number
- Customer name
- Your contact details (postal address, phone number)
- A detailed reason for the return - what exactly is wrong with the product?
- A print out copy of any correspondence with our support staff relating to this return
How to obtain an RAN Number: - Please make contact with us by using the online contact or by the contact us page, stating the product you are having the issue with and the exact symptoms of the problem. - This will allow us to then lookup your order, help you try to solve the problem, and if necessary, create the RAN Number for you.
Your product isn't faulty? - Why We Do Not Take Non-Defective Returns
- We believe strongly in treating our customers with respect. Due to the nature of the products we sell we want to make sure that our customers are protected, and fostering clean, hygienic and healthy living. We do everything we can to make sure that everything we sell is clean, hygienic, sealed, and has never been directly touched by a human, and also, has never been used before. Once an order leaves our warehouse facility there is no way of verifying that the products within are still new and unused and therefore we do not take returns beyond a 14 day faulty replacement warranty, which we outline above.
- Should we undertake accepting non-faulty returns, we would be subjecting our customer to the potential risks of contracting STDs (sexually transmitted diseases) - this raises potential liability claims, lawsuits, and even legislative problems, in us sending out a sex toy that may have been used. We care about our customer's health and feel very strongly that no business should ever risk a customer's health in this manner.
- Our staff have to handle returns - should a return be accepted back, and potentially have been used, then we would be putting at risk our staff in touching these kinds of returns, and this directly contravenes many Federal Health and Hygiene Laws regarding the safe workplace for employees.
We try our very best to keep all of our customers happy, and appreciate your respect, in understanding the reasons why we are unable to accept returns for non-faulty returns - health and hygiene is a very important issue.