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Frequently Asked Questions

 Q. What are your opening hours?

A. Click Opening Hours link to view the times that the Brisbane warehouse is open to the public.

 

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

A. The best thing to do is reach out and text Poney on 0450 515 956 or chat to her online with your stock query.

 

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

A. YES! We have a fantastic bondage store in Brisbane. Click here for Location. If you can't find what you want, please just ask Poney as there is a tonne of stock yet to go onto the floor but it is at the shop. Poney will also know if there is something even better but not loaded yet online, that she can show you.

 

Q. How can I track my order once shipped?

A. Tracking numbers are emailed to the email address that customers put on their order. If it is wrong, you won't get any responses from our store. If you send an email directly to Poney from your outbox, she can check the system for errors and edit your order accordingly.

 

Q. How do I change my address for my order?

Note we will be sending you a confirmation message request to your phone for approval as a security measure. If you are a regular customer and Poney knows your voice, she can update your information immediately over the phone. If you update your address after your order was placed, it won't automatically update your current order. Don't panic as you can text, call or email Poney to update your current order. Additional information can be found under "Delivery".

 

Q. We used to come to your old shop around 2008 which was under your house, and it was by appointment only.  Is it still by appointment only?

A. It's mixed hours now. Some hours are set open to the public and Poney still offers private appointment. See Opening Hours for more information.

 

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

Poney sells what we believe to be the World's best sex toys, with many new brands on the horizon. Poney also specialises in giant buttplugs and huge dildos. She likes rare items. Poney also prioritises demand. If you want something, drop Poney a link to 0450 515 956.

 

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

A. Poney doesn't talk on the phone whilst driving or talking to another customer. Online chat or emails are best. If you are wanting advice on a particular product and how to use it, please put it in an email. If you are wanting to know if I have a particular product in stock, just text me on 0450 515 956. I will check asap and drop you a return text. If I've left the store for the day, I wont be able to check some things. Other things, it wont matter where I am, I just know what I have.

 

Do you price match?

There are many elements caught up in this question. Most of the time, I am asked to price match people who have copied the original, so in that case I don't for obvious reasons. Many people don't even know they are selling copies.

When people buy a copy that is shit, it reflects on the original brand. One day you may design a toy, and when you see your photos ripped off and people selling your toy for 1/100th of the price becasue it's made of some tioxic material in China with no regulations, you'd be pissed too.

Asking us to price match with superstores who sell copies, is the same as asking your local butcher to beat Coles and Woolworths. In fact, it's worse, because most of the requests we get from customers asking us to beat prices are shops that run online with no stock and they don't spend hours with customers trying to help them get the correct size and information.

Poney put the review loyalty program in to help customers save money.

 

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 upfront, 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. There are occasions where Poney waivers this.

 

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 to 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. Not whilst Covid-19 is around, even Internationally.

 

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 sex toy 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?

During COVID-19, Australia Post delivery times are not guaranteed, so I can't. Once this is over and Australia Post can guarantee delivery times, I will reassess this.

 

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 to new people?

A. Absolutely. Poney loves helping new people start out their journey. Customers are welcome to request help and guidance on anything kink. There is no such question as a silly question.

 

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, unless they are GST Free. 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. Customers decide at checkout which postage service they wish to use.

 

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). If the item is out of stock, there is probably a change in the product which will need to be updated prior to purchase.

 

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 $19.00 within Australia via our curiour Toll. 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. If your order is under $300 within Australia, you have multiple options at checkout to chose from.

 

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. Please see Delivery information for PO Box addresses and parcel lockers and when you wish to sign for parcels and not at home.

 

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 thoroughly prior to use.

https://blackrabbit.com.au/delivery/

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