Frequently Asked Questions
I am concerned about privacy; will anyone be able to find out what's in my parcel?
Please don't stress! We hold discreetness and our customers as our number one priority. All items are picked from our secure warehouse, wrapped in bubble wrap and discreetly shipped out in unmarked satchels or plain brown boxes (for larger orders). The name of the sender is printed exactly as:
Aceris Pty Ltd
PO BOX 479
Riverwood, NSW, 2210
There are no other specific labels or markings placed on the postage satchel or box that could reveal the origin of the parcel. At no stage of the delivery and ordering process are the contents of the package revealed to anybody who is outside of Randy Fox operations.
What company name will show up on my credit card statement? Does it show on my bill that I purchased this sort of product?
The transaction that appears on your credit card statement after an order is that of our parent company which owns many websites in multiple industries, so it is very safe and under the radar. The name that will appear on your statement is "Aceris Pty. Ltd.", so it is very discreet! Your statement will NEVER say that you bought any sort of sex toys or adult products of course.
What Will My PayPal account say? Is that discreet too?
Even PayPal is discreet for extra privacy. If you decide to order and pay via PayPal, a breakdown of what you ordered in PayPal is shown as "Aceris Pty. Ltd. Products".
What Information does Randy Fox gather when I place an order? Why?
During the ordering process, apart from the standard name and address details for delivery, we collect your email address for the sole intention of emailing you order (tax invoice) and shipping confirmation. We will never share your email with third party companies that will send you any unwanted mail or spam. For more information, please feel free to visit our privacy policy.
Can I trust Randy Fox with my credit card details?
Yes! Our website utilises a number of security features, one of which is SSL (Secure Sockets Layer) encryption. We also use a reputable payment processor (Westpac's PayWay) so we never need to store your credit card details on our system. All payment details are encrypted before travelling over the web, and processed by the payment processor. We never store your credit card details and pride ourselves on the fact that we have been in operation for several years with no problems or discrepancies.
Is it possible to ship to an address that isn't mine? What about a Post Office?
You sure can: when placing an order, if you wish, you may choose a shipping address that is different from your billing address on the shopping cart page before finally going through the final process of checkout. You can even have your parcel sent to your local post office so you can pick it up from there. All you will have to do is write the instructions in the shipping details section of checkout and in the address field as "Care of 'Local' Post Office'" and include the post code.
Do you have a printed catalogue that I can look at?
Unfortunately, at this particular stage in order to keep you saving and our services and website extra special, we don't have a printed catalogue. Our entire product range can be seen exclusively on our website.
I'm not sure how to checkout through the website, can I place my order over the phone?
Definitely, feel free to give us a call on 1300 130 843 (local Call Australia Wide) if you would like to place your order over the phone with one of our friendly staff. If you have any other questions at all, we are always happy to help out where we can.
Where is your store located?
At this present stage in order to keep our prices low and our service top notch, we are a solely online based adult store and don't actually have a physical shop front for public access. Unlike many other online Adult shops, we do however service the whole of Australia.
How much does Randy Fox charge to ship my order?
Please refer to our shipping policy page for complete shipping information.
Do you provide Returns on Faulty Products? What Do I have to do?
If you feel as though you have received an item that is faulty straight out of the box, we will be happy to have the product exchanged free of charge or refund the full value of the product if it is in fact found faulty upon return inspection by our staff. We must however be contacted within 30 days of the product arrival to you. With that said, we do always endeavour to help our customers out, so please do feel free to ask if you have any questions regarding a faulty product you might have.
We do also provide extended warranties on some of our more popular products such as the We-Vibe, Medisil Magic Touch, and LELO range! Wherever a product has an extended warranty, it will be on the actual product page, so always be sure to have a good read. Our complete returns policy and procedures can be found at our returns policy page.
I haven't received my parcel yet, but when I track it in the Australia Post system, it's saying that it has been "Delivered". What should I do?
All of our orders are sent with a signature required on delivery, so it is very rare for this to occur. However, in instances such as this, we will definitely not leave you high and dry. Please contact us via phone or our "contact us" form, as we will need to lodge an investigation with Australia Post so they can further investigate into the location of the parcel. An Australia Post investigation can take up to ten business days to complete and will require a signed receipt of "non delivery" from a customer, but if after their findings still show no result, we will re-send you a new parcel free of charge.
The item I'm after appears to be out of stock? Can it be ordered in for me?
If a particular product is showing up as "out of stock" on our website, in some cases we might be able to get our hands on it if you send us through an email. Occasionally a special order can be made, or it might just be due back in stock very soon. The best way would be to contact us through our contact form and we can take it from there. Contact us here.
