PLEASE CLICK THE QUESTION MARK FOR THE ANSWERS
Care and Usage
Before using your fleshlight® 
Cleaning your fleshlight®
Drying your fleshlight®
ANSWER
Before using your fleshlight®, you should make sure that the item you have recieved is exactly what you ordered. If it is not what you ordered, you need to contact us immediately. If it is what you have ordered, then the first step is to rinse of the powder that coats the fleshlight® insert.
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Cleaning your fleshlight®. To clean your fleshlight®, take the insert out of the case, turn on the hot water tap, hold the insert opened under the running hot water and give it a good flush out. If need be, you can turn the insert inside out (please do this carefully and at own risk). You should also clean your fleshlight with Isocol Alcohol. If you want the dusty feel, please use a light coating of cornflour.
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Drying your fleshlight®. There are a few methods to do this. You can remove the insert from the case, take end caps off and sit insert back in without pushing all the way in. Another way is to blow it out with a hair dryer on cooling, or sit the fleshlight® in front of a fan. Having a dry insert is a must before putting it back in the case and returning caps. Moisture in enclosed spaces can lead to mould
Ordering and Payments
What are the Payment Methods
What does Payment Pending mean
What happens when Payment is Received
What happens if an item is out of stock
What happens if I don’t pay the correct amount
Can I get a refund
Why are there extra fees and charges
What will show on my statements
Why do I see multiple orders in my account
Can I pay by paypal
Why does Order Notes ask for more verification
ANSWER
Our payment methods are, direct deposit (Westpac is our bank), cheque/money order, credit card (Visa and Mastercard only) and paypal.
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Payment pending means that we have not reqieved your payment at this time. Credit card payments are the fastest way to pay and are cleared at 7.30 am each day on our statement. Direct deposit takes 24 to 48 hours for us to recieve depending on the banks transfer times. Cheque/money order takes 7 to 10 days to clear from when you mail it, to when it clears in our accounts.
ANSWER
When your payment is received we will send you an email notification saying that payment is recieved and that your order will be shipped with 48 hours (on business days), we do however reserve the right to ship within 5-7 working days, pending stock availability. We will also up the cart to show payment recieved, generally once we have a consignment number for your order.
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If an item is out of stock, you will be emailed to inform you of this situation. You will also be asked if you would like to wait or change your item for another. We generally always have stock on hand, but at same times items become more popular than normal and reduce our stock levels faster than we can get them in.
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If you don’t pay the correct amount you will be contacted to have this rectified. If you happen to pay to much, we will ask you for your bank details so that we can refund the differance, less any fees (see below). If you do not pay enough, we will ask you to pay the differance before your order can be shipped. You can do this either by paying by credit card or direct deposit. Once again credit card avoids any extra delays. If paying by credit card you will be asked to pay an additional $1.00 to cover the credit card processing fees.
ANSWER
You can get a refund if your order has not already been shipped. Once your order is shipped it is then classed as sent. The alternative if it has been shipped is return to sender without opening the packaging. Once we recieve the package unopened we will refund your money less any fees and shipping costs. When asking for a refund you will be charged a cancellation fee of $20.00.
ANSWER
We have fees and charges on our payment methods to cover costs. These fees are 2.2% for credit card transactions. When asking for a refund or if you pay too much the above fees will be deducted from the total plus the $20.00 cancellation fee if applicable. If you require a refund from a cheque/money order or direct deposit transaction the fee is $1.50. Our only other charges are for shipping. This is based on weight and will be shown on the checkout page for you to select which option you want to use.
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On your bank statement if you pay by credit card online or over the phone, it will show Fleshlight Com AU.
ANSWER
When you first hit the add to cart button, the shopping cart allocates an order number to you. If you do not complete this order and start another one, then it will allocate you a knew number. The shopping cart does this so that no one else can possibly get the same order number as you. The main thing is that the order you want is the one you pay for. If you are in doubt please email support.
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Yes we do accept Paypal as a payment option, there is a 2.4% fee for using this payment method.
ANSWERIf you see this message
Thank you for your order. As part of our extra security measures, your order requires further credit card verification.
Before we can process your credit card we will require you to either fax 07 55432949 or email lisa@fleshlight.com.au a copy of your credit card so we can verify this order to be legitimate. Please include your order number.
Then something about your order has not met our verification processes completely. Please follow the instructions shown, so that there is no delays in your order being processed. Don’t worry it doesn’t always happen, only on certain items.
Shipping
When will my order be shipped
How do I know when my order has been shipped
What is shown on the packaging of my order
Why do you use authority to leave stickers
Where should I have my order sent to
Can I change my shipping address
Why does my consignement number not work
Countries we ship to
When can I expect to recieve my order
Can I pick up my order from Joondalup
Where can I pick up my order from
Why can’t I select Australia post as a delivery option
My order has been returned to sender, what happens now
ANSWER
While we are doing our best to ensure your order is shipped within 48 hours of receiving cleared and full payment (not including weekends and public holidays), we do however reserve the right to ship within 5-7 working days, pending stock. If you do not receive your delivery details within 48 hours, you can log into your online account and watch your status. Once completed your delivery details are added to your online account and you will receive an email with your delivery and or tracking(AAE only) details.
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You will know your order has been shipped when we email you with a consignment number. This email is sent each evening (weekdays) and the cart is updated to reflect the changes to your order.
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If you choose Aus Air Express, it will show the same return to sender details and also a description of Health Products.
ANSWER
We use ATL (Authority to leave) stickers on Aus Air Express satchels due to the cost of $8.95 for every attempted delivery. If you are not available to sign for the item when it is delivered, they would normally try again, costing us $8.95 for each attempt. By using the sticker it stops this. Because this happens alot where customers are not available, it costs too much to wear these charges.
ANSWER
You should have your order sent to a location where you are available to sign for the package during business hours, or alternately, have your order sent to a PO Box or Care of your local post office. (With permission from your local post office)
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You can change your shipping address at anytime up until your order is shipped. You will need to send an email to support [@] fleshlight dot com dot au
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If you have received your consignment number early in the day sometimes it would not have been scanned at this time. The Aus Air Express orders are picked up by a third party courier, so they are not scanned in until they get to the AAE depot in the evening.
ANSWER
At this stage Fleshlight Australia only ships to all states and territories in Australia. No other countries will be sent to.
ANSWER
If paying by credit card before 6.30am ESDT your order will be packed the same night and sent the next day. If paying by any other method, your order will be packed the same night that the payment clears in our bank accounts and sent the next day. Most times your order will arrive the following day unless you are outside of the next day delivery areas. Please bare in mind that any cleared funds or credit card payments recieved from 6.30am ESDT on a Thursday until 6.30am ESDT Sunday will be packed on Sunday night and leave Monday morning. Or if there is a public holiday in amongst this then they need to be taken into consideration as well.
While we are doing our best to ensure your order is shipped within 48 hours of receiving cleared and full payment (not including weekends and public holidays), we do however reserve the right to ship within 5-7 working days, pending stock.
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Joondalup is our accounts office so no stock is actually stored there.
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Pickup is not available due to insurance requirements.
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At this point in time, we have removed Australia post from the delivery methods due to their continuous increase of shipping rates.
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If you’re order has been returned to us and it is due to incorrectly addressing, not by fleshlight, then you will be asked to repay for the postage and any other fees charged by Australian Air Express. So it is very important you get your address correct as we copy and paste directly from the invoice to avoid errors on our part.
Returns and exchanges
Can I return my purchase
Can I exchange my items
What happens if my item is faulty
What happens if my order arrives packed wrong
Where do I send returns and exchanges
ANSWER
You can only return your purchase if you select return to sender and the item is sent back without being opened from the original packaging. Refunds will be done as per above refunds question.
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You can exchange your item if the item has not been opened and is returned in its original packaging unopened. All shipping costs will be at your expense.
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If your item is faulty, you will need to email Fleshlight Australia photos of the faults within 48 hours of receiving your order. After 48 hours your are classed as accepting the goods as dispatched.
ANSWER
Returns and exchanges need to be sent to 27-33 Bunya Crt, Cedar Vale, Qld, 4285. As mentioned above please hit return to sender as the easiest way to do this.
ANSWER
If your order arrives packed wrongly, please email lisa@fleshlight.com.au as soon as you get it and provide us with photos of the boxes and also the items inside. We require this to find out whether the items were packaged wrongly by our staff or wrongly supplied by the US supplier. Either way we will get your order fixed as soon as is possible.
Wholesale customers
Does Fleshlight Australia wholesale items to stores
How can I get a wholesale account
Can I get a wholesale pricelist
Do you offer bulk ordering discounts
ANSWER
Fleshlight® Australia does wholesale fleshlights to adult stores in Australia. As the fleshlight is a high end product, please be aware that they are not cheap to purchase.
ANSWERTo get a wholesale account you will need to fill in our
terms and conditions. Only eligible businesses can get a wholesale account. Please mail your signed terms and conditions to Janlie Unit Trust, 27-33 Bunya Crt, Cedar Vale, Qld, 4285.
ANSWER
We only supply wholesale price lists to businesses that have signed and retured our terms and conditions.
ANSWER
Yes we offer bulk ordering discounts to businesses that have signed and retured our terms and conditions.
Other Questions
What do the codes on the boxes mean
Is Fleshlight® a Registered Trademark in Australia
Why do the contact details range all across Australia
ANSWER
The codes are as follows.
First 1 or 2 letters is colour IE: P = Pink, M = Mocha, CL = Clear.
Next letter is the opening IE: V = Lady, M = Mouth, B = Butt, N = Stealth.
Next letters are the sensation. IE: SW = Wonder Wave, ST = Super Tight, SB = Speed Bump, SR = Super Ribbed, UT = Ultra Tight, STU = Stamina Training Unit
Please note that the original sensations do not have any extra codes past the opening code.
ANSWER
Our shipping address, fax number and warehouse are based in Qld. Our customer support representative is based in Sa and our financial department is based in WA. As we run our business country wide, we also have our associated departments country wide..
Question still not answered
Please use either our Support Forums or send an email to support [@] fleshlight dot com dot au
