CALL 1800 071 267
9AM - 4PM AEST

Frequently Asked Questions (FAQs)

FAQs for Product:

1.  What happens if items are out of stock?
2.  What company name will appear on my credit card, as being the transaction name on my statement? Femplay or a different name?
3.  Will I be contacted after my order is placed?
4.  How old do you have to be to buy sex toys?
5.  Where is Femplay based?
6.  Do you have a printed catalogue that can be sent out by mail?
7.  Do you sell batteries to fit the toys - and if you do where can I find them on the site?
8.  Oops - i lost the page with your bank details how do i find them again?
9.  Should I use a condom when I'm using vibrator? Or as long as I wash them after each use would it be fine without condom?
10.  Can I trust Femplay with my credit card details?
11.  What will the package look like when it arrives?
12.  How long will it take to pack and ship my order?
13.  What if I am not home when Australia Post delivers the parcel?
14.  Do I get a user name and password when I purchase something? Do I have to enter my address with each order?
15.  If my purchase is under $175.00, what is the cost of shipping within Australia?
16.  Hi i was wondering is it possible to get an exchange or refund on any items?
17.  How can I check whether my direct deposit payment has been received?
18.  Why aren't all orders sent Express?
19.  Can I pay with PayPal?
20.  Do you ship to overseas from Australia?
21.  What payment methods do you accept?
22.  What if I have just received my device and it is faulty?
23.  Can I track my parcel online?
24.  Can I pay using funds that have been added to the Paypal wallet?
25.  Can I have the option to enclose a note with my purchase if the item is a gift for another person?
26.  If I get my parcel sent straight to my local post office, will they still leave a card at my address?
27.  My email address was wrong. So, I didn't receive details of how to track order. Can you please explain how to track it.
28.  I want to buy a gift for my wife. Will there be anything in the order that will indicate who bought the gift?
29.  Is there a retail location I can go to?

Question & Answers for Product

Q.  What happens if items are out of stock?
A. 

It won't happen! Our warehouse stock system is tightly integrated with the website to ensure accurate stock levels. Our website won't allow you to order a product that's out of stock.

Even orders using Direct Deposit or Money Orders are taken into consideration, so that your products are actually reserved in the warehouse awaiting payment. This means that if you order a product on Tuesday, but don't make payment until Friday - that item is still waiting in the warehouse, reserved for you. The moment payment is confirmed, the order is released from the warehouse.

If you would like to be notified when the product is back in stock, please enter your email in the space provided beside the product and you will receive an email as soon as the product is available to order again.

Q.  What company name will appear on my credit card, as being the transaction name on my statement? Femplay or a different name?
A. 

The transaction will appear on your credit card statement as our parent company which owns multiple websites with no mention of Femplay at all.

The name that appears is generic and is 'B** CORP' (We use asterixes to prevent people searching for this name on the internet as an added protection).

Q.  Will I be contacted after my order is placed?
A. 

If you provide an email address when ordering then one email will be sent providing an order confirmation after the order is completed.

Another email will be sent the moment the order is being shipped from our warehouse. This would normally be the same day, or the next day if you are ordering at night time.

We will not send any further emails unless the parcel is returned to us with address unknown, or we absolutely have to for, for example if there was a problem processing the order.

Importantly, we will not send any further emails or make contact after your order is received.  The only contact will be through our regular newsletters to inform you of promotions and exclusive discounts if you elect to subscribe to our newsletter.

If you provide a contact telephone number, we would only call this if absolutely neccesary, and would always email you first and wait 24 hours before trying to call you. If we had to call you (which is unlikely) we would never leave a message on a messagebank or with another person.

Q.  How old do you have to be to buy sex toys?
A. 

You must be 18 years or older to place an order at Femplay.  We are a verified Restricted To Adults website which assists parents to prevent minors from viewing age-inappropriate content through parental filtering on their computer devices.

Q.  Where is Femplay based?
A. 

The Femplay warehouse is located in Brisbane, Queensland, Australia.

Q.  Do you have a printed catalogue that can be sent out by mail?
A. 

Sorry, to keep our prices low we don't have a printed catalogue as such ... all our products are featured on the site!

You can still place an order via 'mail order' though by simply sending us a note together with payment and your address.

Or simply order online using your credit card, we use 128bit encryption - which is super secure and your financial details are not stored on our server.

Alternatively, call 1800 071 267 and place your order over the phone.

Q.  Do you sell batteries to fit the toys - and if you do where can I find them on the site?
A. 

Good question, yes we do sell batteries. In fact we sell AAA, AA, C Size, N Size, Rechargeables and those small watch batteries as well. The most common batteries are listed at the checkout options, basically just before you go to pay for the order you can choose to add batteries. The watch cell batteries are at the bottom of each product that uses these batteries as a 'related product' (the bottom of the respective product page).

Q.  Oops - i lost the page with your bank details how do i find them again?
A. 

Our bank details are available on our contact page.

Simply click on 'Contact Us' near the top of the screen.

Q.  Should I use a condom when I'm using vibrator? Or as long as I wash them after each use would it be fine without condom?
A. 

Hi there, you don't need to use a condom with a vibrator it should just be cleaned before and after use with warm soapy water. In fact, if you buy a waterproof vibrator its obviously much easier to clean!

Q.  Can I trust Femplay with my credit card details?
A. 

Your credit card order is actually processed by Merchant Warrior which is a large payment gateway provider in Australia. They process the transaction, but they are not privy to your contact details, or even your credit card details!

Your credit card details are not kept in either our database, or their database, only the first few digits are kept for administration purposes.

Femplay has been in operation since December 2002, and has shipped ten of thousands of orders to customers all over Australia without any incidents or complaints relating to privacy.

Q.  What will the package look like when it arrives?
A. 

We've recently taken steps to improve our shipping speeds even more, so there are now two possibilities:-

All of our orders are shipped via Australia Post and will arrive in opaque white weatherproof platic satchels.

Your parcel will be addressed with a printed label with the exact address you enter in the shopping cart.

The return address will show our non descript ecommerce parent company, and NOT Femplay or any other suggestive name!

The products you order may be wrapped in cardboard for protection, then wrapped in bubble wrap. There is no way to feel the contents, and the warehouse is very careful to ensure there is absolutely no giveaway that the parcel contains adult products.

Q.  How long will it take to pack and ship my order?
A. 

If you can add an item to your cart at Femplay and purchase it, then it means its in stock! Therefore, all orders received by 3PM AEST (Brisbane time) are dispatched via Australia Post on the same day. This means if you are in metropolitan Sydney or Melbourne for example, and you order at 2.30PM and choose the express delivery option, your order would be received the NEXT WORKING DAY.

We have dedicated warehouse staff who are waiting to pack the order the moment its confirmed. The only exception to this is public holidays and weekends, when the order will be packed and shipped on the next working day.

Q.  What if I am not home when Australia Post delivers the parcel?
A. 

If you are not at home for delivery, a card will be placed in your mailbox for collection at your nearest PO.  Alternatively, you can register for a parcel locker through Australia Post and use this address for delivery.

When you collect the parcel, there is nothing to indicate it is from Femplay whatsoever. The return address is a parent company which runs multiple online stores, and is non-descript.

Q.  Do I get a user name and password when I purchase something? Do I have to enter my address with each order?
A. 

You are able to create an account to avoid re-entering your delivery details each time.

However, you are also able to checkout out as a guest, with no need for a username and password.

Q.  If my purchase is under $175.00, what is the cost of shipping within Australia?
A. 

Please refer to our shipping guide here.

Q.  Hi i was wondering is it possible to get an exchange or refund on any items?
A. 

For obvious health and hygiene reasons we are unable to accept any returns as once this has been in your possession they can not be resold.

We have to be extremely strict with this policy as I am sure most customers would not like to have purchased a product of this nature when someone else has already owned this as unfortunately we are unable to accept everyone’s claim that their item remained unopened and unhandled as most of our stock does not come sealed in a way to prove this.

Please understand we have this policy in place to protect you our customer and your health and wellbeing.

Q.  How can I check whether my direct deposit payment has been received?
A. 

We check our direct deposits every morning so your order is packed and shipped once your payment has arrived into our account.

If you provide an email address you will receive an email from us to let you know your order has been sent off Express Post so this should then arrive to you within 1-3 working days depending if you are covered in the Australia Post next day delivery area or not.

Q.  Why aren't all orders sent Express?
A. 

There are a few reasons that we started offering Express as an option and not on every order.

Our goal is to keep shipping costs as low as possible.

We have always subsidised shipping costs but could not sustain subsidising Express postage when it has more than doubled in cost over the last 2 years.

Many customers are also located outside the Express Post network, so we were all effectively paying for a premium service and only receiving standard shipping anyway.

Q.  Can I pay with PayPal?
A. 

Absolutely. Just select PayPal at the checkout and you will be redirected to the PayPal site for payment.

Q.  Do you ship to overseas from Australia?
A. 

Sorry, we only ship to addresses inside Australia.

Q.  What payment methods do you accept?
A. 

We accept Visa, Mastercard, Bankcard, American Express and Diners Club. We also take direct deposits into our bank account via any branch of ANZ, or by internet banking.

If you prefer to make payment by direct deposit, simply add the products to your cart then choose this as the payment method when prompted. You will then be emailed our bank account details and can make the payment by direct transfer. Be sure to use your order number as the reference.

Another alternative is sending an anonymous money order, all of which can be selected as payment methods once you have added all products to your cart and entered your delivery address.

Finally, we also accept phone orders on 1800 071 267.

Q.  What if I have just received my device and it is faulty?
A. 

We stand by the products we sell and not only do we replace faulty items within the warranty period, we pay for postage both ways if a product is faulty. We recommend trying your toy with brand new heavy duty batteries however as faulty and flat batteries account for the vast majority of problems.

Please refer to our Returns Policy.

Q.  Can I track my parcel online?
A. 

Absolutely, you just need to add your email address to your order and tracking details for your order will be sent to you once it's shipped.

Q.  Can I pay using funds that have been added to the Paypal wallet?
A. 

Yes if you add funds to your Paypal account you can use it.

Q.  Can I have the option to enclose a note with my purchase if the item is a gift for another person?
A. 

Yes you can. Please email us at service@femplay.com.au as soon as you have placed the order. Please provide the order number and the 'note' you would like to be added into the parcel.

Q.  If I get my parcel sent straight to my local post office, will they still leave a card at my address?
A. 

You have to make arrangements with your post office to receive a parcel at that location. Usually, it is a parcel collect service or PO Box. If you have these arrangements you usually receive and email or text informing of the delivery of your parcel.

If you do not make arrangements, the Post Office will return your parcel to the sender and you will not be contacted.

Q.  My email address was wrong. So, I didn't receive details of how to track order. Can you please explain how to track it.
A. 

Send an email to service@femplay.com.au with all your details - name and order number and we can send your tracking number to you.

Q.  I want to buy a gift for my wife. Will there be anything in the order that will indicate who bought the gift?
A. 

When filling out your shipping details on your order it will show billing address first. If you want to only have the persons name who it is being sent to only fill in this area. But if you wish to have your name and the receivers name you must untick the "ship to same address" and fill out both billing and shipping address.

Q.  Is there a retail location I can go to?
A. 

Sorry. We are an online store only.

Submit New Question

  • Reload captcha
  • Please wait...