Shipping, Delivery & Returns
Delivery & Shipping
We take the utmost care to ensure your parcel is delivered as quickly as possible with Express Post or Startrack in Australia or Via DHL for International Clients. Our parcels are sent discreetly as possible, with plain packaging and they are trackable online.
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 - just our return PO Box Is listed in case of failed delivery.
Should a business name be required we use RMV Management Pty Ltd as the sender.
Cheap International Shipping Rates With DHL
You will be amazed at how cheap our international shipping rates are and you will see the auto calculator prior to having to make payment for your goods. However we ship via DHL economy so please be patient for your delivery. International orders are shipped each Wednesday and are trackable on the following Thursday.
Please ensure you are aware of your local laws, rules and regulations regarding the purchase and importation of the products contained in this site as there will be no refund or replacement of goods for items confiscated by customs or local authorities.
$10 Flat-Rate Australia
Australia - $10 Flat-Rate per order, for Express Post Shipping with Australia Post or should your item be large or require a signature with StarTrack (or other couriers we may use from time to time). Typically this means overnight delivery from shipping date, but please allow up to 3 working days for delivery within Australia.
We like to keep you up to date on where your parcel is so you will get a shipment email from us at when the item is dispatched. Please keep an eye out for this email, as it has the Australia Post Express Post tracking link in it - please note packages will only show on the Australia Post data base when they reach the Post Office of Destinatioin. If you wish to locate your parcel, please click the tracking link in this email, and it will redirect you to the Australia Post website with tracking data shown for your parcel.
Should you receive a "calling card" in your letter box 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 news agency identified in your tracking and you can pick up the parcel.
Free Shipping (within Australia)
Australia - Spend over $200 and you'll get free shipping within Australia - Express Post with Australia Post or Star Track.
How Long For Delivery
All orders are dispatched using Australia Post Express Post r StarTrack Couriers. Australia Post Express Post comes with a "Next Business Day" delivery. 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 up to 5 days.
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, and you may also receive a tracking email directly from Australia Post.
International Orders Please allow 7-21 days for delivery from the date it is sent.
I didn't Receive My Item
In the unlikely event that a parcel 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 local news agency 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 be 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.
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.
We accept returns only for faulty items or items not as described.
We have found that generally, in about 90% of cases, returns that we have received are working fine. In most instances, it is the batteries that have been incorrectly placed or the device not charged properly or the instructions not followed.
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.
Please read the instructions provided with the toy. Many toys have combined on/off buttons on the control panel. Others require certain things to be done before charging. Make sure the toy is correctly fitted to the charging cable or cradle.
Do you believe your return is faulty? - How to get a replacement for your faulty product - For faulty products we provide a 30 day replacement warranty, from the date that the product was received. If a product is found to be faulty after 30 days of the date of receipt most items will have a 1 year return replacement warranty from the manufacturer. We will assist in having your item replaced by the manufacturer.
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 or a Australia 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 returns are received by our warehouse, 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 (RA) number. Returns that are sent to us without an RA 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 period has expired we will dispose of the product.
For all orders with an approved RA number
Returns Address:- P.O. Box 474, Riverwood NSW 2200 Australia
If returning a product, please make sure you include a cover letter with the following information:
Your product isn't faulty? - Why We Do Not Take Non-Defective Returns
- Return Authority Number (RA 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
- 1. 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 30 day faulty replacement warranty, which we outline above.
- 2. Should we undertake accepting non-faulty returns, we would be subjecting our staff to the potential risks of contracting STDs (sexually transmitted diseases) - this raises potential liability claims, lawsuits, and even legislative problems under Workplace Agreement. We cannot resell a product that has previously been sold whether it has said to have been used or not,due to health and hygiene regulations.
- 3. 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.