Shipping & Delivery
Our aim is to ensure that your parcel is dispatched as quickly as possible to you by Express Post or Fast-Courier Services.
All orders are packaged discreetly in plain simple wrapping. There will be no indication on the exterior of the package as to the contents, with no reference to any specific products contained within the packaging. Our website will not be mentioned on your parcel so there will be no visible indication whatsoever of the contents of your package.
$12 Flat-Rate Express Post
Domestic and International Postage
We charge a flat rate of $12 per order for Express Post or Fast-Courier Shipping within Australia.
Depending on your delivery destination, a separate quotation for delivery will be emailed to you within
3 business days prior to dispatching your goods. Should you not accept the delivery quotation, a full refund will be issued to you immediately.
Delivery occurs within 2 working days after dispatch, however you should allow up to three working days for delivery after shipping date within Australia. Please note that international shipping will take up to 10 working days following shipment.
We know you like to be informed as to when delivery can be expected, so you will receive an email from us at 5.30pm on shipment day. Within this email you will notice Express Post or Fast-Courier tracking link. Please click on this link in order to be directed towards the respective delivery website.
If you are unable to accept delivery of your parcel, you will receive a Calling Card from the Express Post or Fast-Courier service advising you that an attempt has been made to deliver your parcel. Please call the number listed on the card. It is likely that an alternate time will be arranged for your delivery, or alternatively, simply take your photo ID plus the delivery reference number to the collection place identified in your tracking link and you will be able to collect your package.
Australian Orders Over $250 Receive Free Shipping
Simply spend over $250 and you automatically qualify for free shipping within Australia.
What If My Parcel Doesn't Arrive?
If within the stated delivery time, you still haven’t received your parcel, please either call or email our office. We will look into the matter within one working day of your inquiry. Please remember to quote your Order Number in your email. We will be more than happy to investigate this matter on your behalf.
You should note that if you’ve entered an incorrect address or false name and your parcel has not been received by you, nor returned to us, we cannot be held responsible. It is the customer’s responsibility to ensure that the name and delivery address are accurate for delivery. Please ensure that your delivery details are accurate, prior to finalising your order. Again, when you receive your delivery email following the placement of your order, please re-check delivery details.
If your package has been dispatched to the correct name and address, and you have not received your order, following a 21 day waiting period we will either refund your purchase price or re-send your goods.
Goods Returns Policy
Before contacting us regarding the return of faulty goods please ensure that you have read and followed all instructions. A common problem leading to unnecessary return is that batteries have been incorrectly placed in the device or the batteries themselves are faulty. Or if items are being charged vis USB through the computer, the computer goes in to sleep mode and does not charge).
Our primary concern is our customer’s health and we have no intention of placing any customer’s health at risk in this manner. We must ensure that all our customers are protected, and in order to do this we place great importance on hygienic, clean and healthy living. All products sold are hygienically sealed, clean, and never been used.
It is for this reason that we do not accept non-defective returns
Once our product has left our warehouse we have no way of ensuring that this product remains new and unused, therefore we do not accept returns other than the 7 day faulty replacement warranty, as outlined above.
Were we to accept non-faulty returns our customers could be subjected to potential risks of contracting sexually transmitted diseases, thus raising potential lawsuits, liability claims, and possible legislative breaches inasmuch as we have dispatched a non- sterile device which may have been used.
Should we accept a non-faulty return we could be placing our staff at risk. They would be handling returns that may potentially have been used and this practice would directly contravene Federal Occupational Health and Safety Laws.
At all times we endeavour to provide the best customer experience we’re able to deliver and we appreciate your understanding of the above reasons why non-faulty returns will not be accepted.
How Do I Get a Replacement for a Faulty Product?
Prior to returning a product to us, please contact Support and request a Return Authority number. Any return sent to us without such a number cannot be accepted or logged into our system.
We provide a seven (7) day replacement warranty for faulty products from the day the product was delivered according to the courier tracking delivery date. Should the product prove to be faulty you will be reimbursed with an identical product. If we are unable to replace your item with an identical product we offer two options –
- Choose another product to the same value, or
- Accept a refund for your faulty product.
Standard postage fees will apply when returning a product to us. It’s our recommendation that you choose a Registered Courier satchel or an Australia Post Pre-Paid Standard Post Satchel to return your product. If your return is a faulty product we will send your replacement product to you at no additional cost. However, should we find the product to be functioning correctly then you, the customer, will be liable for all postage costs.
Once your return has been received at our warehouse the product will be tested by our technician; serial numbers will be checked, and all other relevant information will be matched for correctness. Should your product not prove to be faulty the purchaser will be liable for all postage costs. This also refers to products that are returned due to ‘change of mind’ and used or deliberately damaged products which cannot be accepted for return. These reasons are NOT acceptable reasons for return because of the significant hygiene and health risks which would prevent our staff from handling used products.
Should we not accept your return, you will be notified accordingly; you will be asked for return shipment payment and we will retain your product for a period of 30 days following receipt of the return, or 30 days following notification. After this period has expired the product will be disposed of.
Orders With Approved Return Authorisation Number
When returning a faulty product please ensure you include a cover letter containing the following details –
- Customer’s full name;
- Return Authorisation Number;
- Contact Details, including postal address and contact phone number;
- Reason for returning product: Please be very detailed with your description;
Obtaining an Return Authorisation Number
Reply to your shipment email (or order invoice) stating the product you are experiencing problems with, including the specific issues. We will then check your order and attempt to resolve the problem. If necessary, a Return Authorisation Number will be allocated for you. If you no longer have this email please contact us via our website contact form: again, you must state your Order number, the product name, and the problems you’re experiencing.
Address for Returns
Please contact our office on 02 9262 9991