Frequently Asked Questions

Q. I would like to buy something but it appears to be out of stock?

A. Poney has set up a huge backend stock system, so that she can manage many suppliers from around the world with ease. There are many things in store that are not yet loaded into the system. You can always give us a call to see if it is in stock. Otherwise, click on the "Email me when this is back in stock" link on each product.

If you are wanting a particular size or colour, select the colour/size that is out of stock, then click the "Email me when this is back in stock" link. Poney has had to customise several features in our stock system in order to take on the amount of suppliers over the next five years.

Note that with some of our manufacturers like LA Pump and Bare Leatherworks, we don't carry every single cylinder or flogger in every size and colour. This is also the case for our stainless steel. There are so many variations of sizes, we would need a space 10 times the size we have to fit it all. Therefore, the items that are not in stock, are available for pre-order and we'll get them in with our next shipment.

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

A. We have a fantastic bondage store in Brisbane, which is moreso a nicely decked out warehouse, but it is also a retail outlet that you can visit in person. It's located at Unit 7/500 Seventeen Mile Rocks Road, Seventeen Mile Rocks QLD  4073. We moved in December, and are expanding our range and store space, so we'd love you to come and visit us during opening hours which you can see by clicking this link. Please ensure if you are under 25, we may require photo ID as its the law. Children and babies are not permitted in store. Please also note that Poney and her dog Woolla are inseparable, and Poney takes Woolla everywhere she goes (95% of the  time), including work. Therefore, we ask that you do not bring your dog into the store if it may be aggressive towards Woolla. If possible, it's best not to bring your dogs into the store, unless for some reason it's essential.

Q. I have been sent an email to say my parcel is shipped. How can I track it.

A. We send most items through our courier Toll Ipec. Click this link to track your parcel if it's residential or business. Note that any parcel needing to go to a PO Box or Parcel Locker or outside of Australia, must be sent via Australia Post so click this link for Australia Post. When items are processed and picked up by Toll, your tracking number will be emailed to the email address you used in the order. The email is sent when it's complete at our end.

Q. We used to come to your old shop which was under your house, and it was by appointment only. Is it still by appointment only?

A. The old shop was created in Poney's aka Satet's professional dungeon. The new store is a warehouse that is open to the public, but it's still private and not on a main road. We are in a group of warehouses with loads of parking. You do not need to make appointments to visit the store anymore, you just turn up during opening hours which are shown in this link.

Q. I liked the private appointment system. Is it still available for me to shop privately?

A. Just call Poney on the work phone and she'll see what she can fit in.

Q. I know you're a BDSM shop, but do you have sex toys as well?

We specialise in bondage gear & BDSM toys, large & unusual dildos plus high quality vibrators, anal beads and more. 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. Poney is expanding the store to carry more sex toys and clothing.

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. It is now rare to not get through on the phone, however sometimes I gotta pee and it's Murphys law the phone rings :) If you hang in there, Poney will return your call. If you called from a no caller number, then you are best sending an email to info@blackrabbit.com.au. Poney is very customer focussed and does not like calls being unanswered.

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! So just call me Poney.

Q. Do you price match?

A. Just because we have a lot of products, does not mean we are a large corporation. Poney is the only fulltime staff member, and we have a couple of casual staff positions. We are small, but offer a wide range. We hold stock, of some items that we sell once a year if that. There is a very big difference between cheap toys and quality, and large International companies that have multiple chain stores around the World. Black Rabbit Premium Leather is one Australian owned and operated store, that sells gear from Australia and we offer a huge range of International gear as well. If you wish to save money, do some product reviews. I give out 1000's of loyalty points on a monthly basis, that give you discounts every time you shop.

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 up front, 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?

A. Yes, we have a fantastic loyalty program that is very easy to use, that covers you instore and online, so long as you are logged into the system, before you shop. 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. Do you ship same day?

A. We are working towards shipping same day or next day. This is one of Poney's biggest goals of the year. Just note that couriers do not work weekends, and we are not open Monday. So if you order something Friday at 10pm we wont get to process it till Tuesday.

Q. I bought something you sell from another store, where you said it was great but it's not, and the measurements are wrong. Why would that be?

A. Just because another store says an item is a particular brand and name, does not mean this is the case. It comes down to copies being made of originals and we only sell originals. I've had countless people contact me over the years and some customers have even shown me what they bought.

When you compare a copy to an original you will see the major differences. Black Rabbit only sells authentic toys. It all comes down to buyer beware. I measure all my toys with high quality digital vernier callipers. Just remember the sextoy industry and most lubricants are not regulated, and it depends on the honesty of the store you are dealing with. I'm honest and our customer reviews are also honest.

Q. I need something mailed to me urgently. I bought it from another store and I never received it. I don't want to get ripped off again. If I buy it from you, can you guarantee I'll get it in time for an event I'm going to this weekend.

Our postage gets done Tuesdays and Thursdays until our second staff member is fully trained, then postage will be done every workday. I back this up with emergency shipments, but you need to speak to me "Poney" first, to ensure I can manage it. Couriers, nor Australia Post work weekends.

Whether we can get it to you by a secific date, depends on what you buy, whether we have it, and when you order it.  Whether it's a PO Box, Parcel Locker, Residential address and where abouts you live. Metro areas are far quicker than regional. Our courier Toll does overnight to metro and so too does Aus Post, however all regional areas are in the hands of Toll, Australia Post and whether you are home to sign for your parcel if that is what option you chose when you placed your order.

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 our customers get a toy 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. There are also many sites that take your money and then you can't contact them. Anybody can say on a website that they have warehouses in Australia in any State but that is often untrue. We have one shop and one website, and I am the only person in the country with the name Poney Quarterzarne. I do not believe in sites where you do not have any information about the owner of a business, and the owner is not contactable by the general public.

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 1000'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. Poney has extensive knowledge in most kinks. Sharing that knowledge has always been a passion. Please feel comfortable in asking us anything.

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

A. We handle cash and EFTPOS, Visa, Mastercard and American Express. See Payment for other options.

Q. Do you offer lay-by?

A. Poney applied for Afterpay, but they don't provide that service for adult shops. If you are wanting an item, you will need to put down a deposit every two weeks and the goods are not released until full payment is made.

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. 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. If the postman can guess what is in the satchel, we 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, and you can send us the money or just pay over the phone with a credit card. (See payment options).

Q. Will any of my information be shared?

Most definitely not. We pay high fees to secure our customers details and their purchases. Everything gets shredded and we do not keep card numbers, we run our online credit cards via PayPal for your security.  Each time you do a phone order, you will need to provide card details, as we don't store them anywhere.

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 generally $16.00 within Australia. If you spend over $300.00 and your parcel doesn't go over 5kg, the shipping is free. International postage depends upon where it is going and how heavy the item is. Postage is calculated at checkout and based on Australia Post rates. 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, but please give us a call first, so we don't keep you waiting whilst we pick and process your order. Just call 0450 515 956 and see if your order is ready for pick-up.

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 from their depot. 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. Poney is getting this changed to something a little more discreet.

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. Poney is working towards cheaper prices based on bulk buying. So over time we hope that we will have the highest quality, with the best prices.

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 parcels have left our store. As some of our toys carry a lifetime guarantee, please keep a receipt copy. If you have purchased in store and registered an account or online and registered and account, 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. If you go through our system as a guest, you are registered as Black Rabbit Premium Leather. Without an eftpos receipt, it would be impossible to find you.

Q. I have shopped with you before and I was not given a receipt.

A. You will need to take a photo of your toys and the date you purchased them. Poney made it a priority this year to have a proper working receipt printer in store. If you lost your receipt, Poney will do whatever possible to provide you with a receipt for peace of mind. We can not honour warranty periods if we have no idea of the purchase date, or whether you purchased the item from us. It's important you let Poney know should you require this information.

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.

Just contact Poney should you need anything else answered.

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