Frequently Asked Questions

Q. Do you have a physical "Bondage Store" that I can visit in person?

A. Yes we do, it's located in Brisbane, Australia. We are currently in the middle of moving into our new store at Seventeen Mile Rocks. We will provide the new address shortly. We will reopen to the general public on the 7th December.  We specialise in bondage gear & BDSM toys, large & unusual dildos plus high quality vibrators. We carry one of the largest ranges of Oxballs toys in the country. We also have an ever increasing amount of fetishwear. We try to keep all items instock at all times. You can check out the brands we carry under Brands. We only carry good quality toys that we can stand behind.

 

Q. What times are your store open?

A. All details are covered under Contact Us.

 

Q. I've tried to call and couldn't get through. How can I contact you?

A. Alex and Poney both share the shop phone, however from time to time, when serving customers we are limited. Alex gets 100's of emails a day. If you can not get through to the phone or his email immediately, and it's urgent, please send an email to info@black-rabbit.com.au, which is Poney's direct email and she will assist with your enquiry.

 

Q. Do I call you Satet or Poney

A. Just call me Poney. I changed it legally by deed poll to match my kink in 2003. Poney is french for pony (pronounced the same way). Ponyplay was a fetish of mine years ago. Satet is my Mistress name. Mistress is reserved for my own slave. I know it's terribly confusing! Call me whatever feels comfortable for you. At the end of the day, I'm not worried.

 

Q. Is your store a dropship store?

A. No. We do not dropship any products.  All products leave our store and are sent directly to you as one delivery. Please also note that unless agreed to with Alex, we do not send part orders. If something should be out of stock, due to the coincidence of someone buying it instore, at the same time, we hold the order until all items are available to ship at the same time.

 

Q. Do you have a loyalty program?

Yes, we have a fantastic loyalty program that is very easy to use, that covers you instore and online. You get points when registering with us. You get points for leaving reviews (you need to have purchased the item to leave a review). You get points for sharing on social media. Mostly, you get points when you purchase anything. All these points add up and are clearly shown when you're logged into our store in the top right corner of your screen. When you view your cart, just use the slider to choose how many points you wish to use, and it deducts a cash amount off your total. See Loyalty Points for further information. My advice is sign up and get sharing on social media. It's the easiest way to gather cash together to buy things.

 

Q. Why are some items more expensive than the competition?

A. We sell only authentic brands. We sell originals because its the right thing to do. It honours the original designers and manufacturers, and it ensures the customer ends up with something that functions and fits as it should. We could easily sell very cheap copies - even cheaper than the competition. Unfortunately we get daily emails from cheats trying to peddle copies of well known brands. However, these toys usually end up as land fill, and that is not what we are about. Original designers and manufacturers deal with multiple patent lawsuits that go on everyday. If you bought a copy and paid more than 10% of our price you got ripped off, and the chance your toy will work as it should is highly unlikely.

 

Q. I am totally new to BDSM and am not sure what to buy. I am also a little nervous coming to your store. Do you cater for new people.

A. Absolutely. We love helping new people start out their journey and will help you choose the best bondage toys for the job at hand. We have assisted 100's of new people with their first ever purchases. We give friendly free advice to all customers. We can assist with all kinks from littles wanting a new collar, to professional dominants setting up their new dungeons. Both Poney and Alex have extensive knowledge in most kinks. We are both happy to provide advice when needed. Please feel comfortable in asking us anything.

 

Q. Do you have EFTPOS or do I have to pay cash.

A. We do both cash and EFTPOS, Visa and Mastercard. See Payment for other options.

 

Q. Do you offer lay-by?

A. We no longer offer this service.

 

Q. What currency is your site in?

A. We are an Australian owned and operated business, and bank with an Australian bank. Our currency is in Australian dollars only and all prices include GST. GST is removed at checkout for all International orders. Please refer to International Customers for further details on GST and getting goods into your country.

 

Q. Will my parcel be sent to me discreetly?

A. Definitely. Alex does all our postage. If the postman can guess what is in the satchel, Alex will box your items first to ensure they will never know. We use Toll Ipec or Australia Post satchels which the sender address is listed as BR and our PO Box number. There are no logos or business names listed on the parcel.

 

Q. Can I get an order from you without ordering it online?

A. Definately. You can phone us, tell us what items you want, we take your details. You can either pay over the phone with a credit card straight into an EFTPOS terminal or send us a money order. Bank transfer is also available. (See payment options).

 

Q. Will any of my information be shared?

Most definitely not.

 

Q. Do you send to PO Box addresses or parcel lockers?

A. Yes. Please read our section on Delivery, in regards to PO Boxes.

 

Q. Do you ship worldwide?

A. We ship to most countries. Please refer to International Customers for further details on which countries we do not ship to and why.

 

Q. Do you post parcels to business addresses.

A. Yes we do, but your business name must be included with the address.

 

Q. How much will postage cost.

A. Postage is either free shipping within Australia for orders over $200 or $15.00 for orders under $200. International postage depends upon where it is going and how heavy the item is. Postage is calculated at checkout.  Please refer to International Customers section for further details on price reductions as International customers do not pay Australian Goods and Services Tax.

 

Q. Can I collect my parcel in person.

A. Certainly. So long as you're items are instock. Select collect in person as your delivery option at checkout. Just contact us on 0450 515 956 to make an appointment time to drop in and pick it up. For collect in person orders, please speak to Alex first to ensure all items are instock in the colours/sizes required. If your order is urgent and you need to collect it by a specific time, please contact us on 0450 515 956 to ensure it will be ready by that time. Note that if you order through our system as a guest, and not a registered customer, you can not collect loyalty points. We can not move your account to a registered account once you have purchased items as a guest in order to collect loyalty points for that purchase.

 

Q. What happens if I check the box to sign for my parcel and I'm not home when it's delivered?

A. Toll will leave a note to say they tried to deliver your parcel and a number to ring to collect your parcel. Please see Delivery information for PO Box addresses and parcel lockers.

 

Q. What name will show on my paypal account/credit card?

A. Purchases made via paypal show up as BLACK RABBIT on your paypal statement. EFTPOS payments show up as BLACK RABBIT PREMIUM L CHAPEL HILL QL AUS on your credit card or debit statement. See Payment for further information.

 

Q. Is your site safe for my credit card.

A. We have chosen to use PayPal as our provider as their processes are some of the worlds safest. You do not require a PayPal account, you just choose the option underneath to pay using a credit card. As we use PayPal, we do not keep your credit card details on file, making us a safe option for payment.

 

Q. Do you price match?

A. No we don't. Our price structure is very fair based on the price set by the manufacturer, along with the price of getting it from them to you (including customs, shipping plus the AUD value at the time we purchased our stock. We also hold significant stock and do not dropship. We will always try to give you the best price possible.

 

Q. If I buy several items, can I have a discount?

A. We have a loyalty program that takes care of that for us. The more you buy the more you save.

 

Q. Can I return a product if I don't like it?

Please ensure you purchase the correct colour, size, style or product as we do not offer refunds and returns on perfectly good quality toys. We would not like to sell returned goods, and our customers agree that they would not like to purchase returned goods, particularly items that could possibly have been worn with the tags hidden.

We do offer returns on faulty products which are covered under our Returns Policy. We are aware of the condition that our toys are in when they leave our store as we handle them to pack them. Insurance is the customers responsibility once they have left our store. As some of our toys carry a lifetime guarantee, please keep a receipt copy. If you have purchased instore through our system or online, you can log into your account and print a receipt for any order at any time. Please note that all items you buy will only carry a warranty if they are listed on your account.

 

Something we just wish to add.

Sex toys are made all over the world, some by machine and some by hand. They are handled, packed, stored, and shipped in various conditions. Unless a toy is for e.g., a sterilised medical item that is in a sealed pack with a use by date, always sterilise your toys before use. They do not come sterilised prior to packaging. So wash your toy (or wipe it over if not waterproof) with some antibacterial soap or Pjur Med Clean Fleece Wipes. If you want to go one step further, one of the best cold sterilisers on the market is Viraclean, and it has really nice smell to it and you just leave it on your toy for 10 minutes before washing off.

 

All questions relating to orders, deliveries and sales should be directed to Alex.  If you have any other questions, please email Poney. As mentioned earlier, if Alex hasn't returned your call/email in a prompt manner, he might be tied up with customers in-store or getting the days postage out. The best thing to do in this case is redirect your email to Poney, and she will take care of things for you immediately.

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