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Welcome to adalt | Australia's Favourite Adult Store

Customer Service

Welcome to adalt's Customer Service Centre, where you can find more detailed information about shopping on our store. If you're looking for information on shipping, returns, store terms or adalt's privacy policy, then you're in the right place. If you can't find the information you're looking for here, get in touch with us and we'll only be to happy to help.

We aim for all our customers to be completely happy with their orders. Unlike a lot of on line adult stores, we're available by phone during normal business hours and by e-mail after hours. We believe the best way to resolve any issues is to be available to address any questions or concerns for our customers. In short, we treat our customers the way we'd like to be treated as customers.

Customer Service

 


Shipping

We have a low, flat shipping rate of $11 (incl. GST) per order, to anywhere in Australia. If you spend more than $200 in a single order however, the shipping is Free.

We deliver to physical Australian addresses but due to signature required on all deliveries, we cannot ship to PO Boxes.

All shipments are packaged discretely in plain satchels or boxes. The exterior of the packages make absolutely no mention of adalt, the adalt.com.au website, the billing person or the contents of the package.

More than 90% of orders are dispatched by the next business day. If there is any reason for delay on all or part of your order, we'll contact you before that time.

Deliveries are made using eParcel Express Post or Toll, both of which usually arrive the business day following dispatch. We want you to receive your new toys as quickly as possible but please note that some regional or remote parts of Australia may take up to 3 business days for delivery.

You will receive a tracking number from us once we process your order, so you can check out its progress from dispatch to delivery. Australia Post can sometimes take up to 12 hours to update the initial lodgement scan of your package to their tracking app.

If no one is available to receive the package when Australia Post attempts delivery, they will leave a standard Australia Post 'Calling Card' at the delivery location (usually in the letterbox). The card will notify you that delivery was attempted and provide you with details of the location of where the parcel can be collected (usually your local Australia Post office). When you go to collect your package, you will need to provide photo ID and proof of your address, usually in the form of a utilities bill or bank statement to the same address. You will also be required to sign for the parcel to help prevent postal fraud.

If your parcel fails to arrive, adalt follows the stipulated Australia Post policies. That means we must first wait 7 business days to see if the parcel arrives. If it has still not turned up after that period, a formal investigation will be launched with Australia Post or Toll, as appropriate. Their investigation may take a few days to complete but these rare instances of missing mail are usually resolved and the mail recovered, during such investigation. The sooner we can report such a case, the more likely it is that the parcel can be recovered. Accordingly, please notify us if you have not received your delivery after 7 days and we will initiate investigations sooner rather than later.


Returns, Refunds & Replacements

Due to the nature of sex toys, in that they inevitably come into contact with bodily fluids and therefore can never be re-sold, merchandise cannot be returned unless it is defective or Dead on Arrival (DOA).

Unless alternative warranty periods are specifically offered by the manufacturer for its products, defective or DOA merchandise must be returned to us within 30 days of order.

Returned merchandise should include the vendor packaging and be in the same condition as when it was received. The buyer is responsible for return shipping.

If the product is found not to be defective upon return to adalt, we will have it shipped back to the buyer, again at the buyers' expense.

Legitimate defective or DOA merchandise that is returned to adalt within 30 days from order will be replaced by a new matching item, shipped to the customer at adalt's expense.

If that particular item is no longer available, adalt will offer the customer a cash refund or store credit, at the customers' discretion.

For all returns, you must first notify us by phone or email and we will provide you with a Return Authorisation (RA) number and return address details. The RA number must be prominently marked by the customer on the outside of the package returned to us, so we can properly track the returned item.

Of course we encourage all our clientèle to communicate freely with us while we work to resolve any such rare events.


Payments

We use Paypal as our online merchant gateway and you will be directed to their secure site for payment processing during checkout.

You do not require a Paypal account to buy from the adalt store. You can use your preferred credit card in the same manner as on any other common on-line merchant payment gateways.

Any refunds will be credited back to the same Paypal or credit card account from which payment for the purchase was made.