FAQ

Shopping & Delivery

Where is Naughty Lab based?

Naughty Lab is based in Melbourne, Australia. We operate from our Melbourne warehouse and provide local fulfilment for Australian customers.

Do you ship within Australia?

Yes. We ship orders within Australia. Shipping options and estimated delivery times will be shown at checkout.

How long does delivery take?

Delivery times may vary depending on your location and the shipping method selected at checkout. Orders fulfilled from our Melbourne warehouse are usually processed as quickly as possible during business days.

Is checkout secure?

Yes. Our online checkout is processed securely through trusted payment providers available on Shopify.

Privacy & Packaging

Is the packaging discreet?

Yes. All orders are packed discreetly. The outside packaging will not show product names or adult-related descriptions.

Will anyone know what I ordered?

No product names or adult-related descriptions will be displayed on the outside of the parcel. Your order details are only used to process and deliver your purchase.

What will appear on my bank statement?

Your payment statement may show our store name or payment provider information, depending on the payment method used.

Products & Use

Are your products genuine?

We carefully source and select the products listed on our website. All brand names and trademarks belong to their respective owners.

Do all products support app control or remote control?

No. Features vary by product and version. Please check the product description before purchase to confirm whether the item supports app control, remote control, heating, waterproof design, or other smart features.

How do I connect an app-controlled product?

For app-controlled products, please follow the instructions provided with the product or in the relevant app. In most cases, the product connects through the app rather than directly through your phone's Bluetooth settings.

What should I do if the app does not connect?

Please make sure the product is charged, Bluetooth is enabled, the app is updated, and the product version supports app control. If the issue continues, please contact us with your order number and a description of the problem.

Are the products waterproof?

Some products are waterproof, but not all. Please check the individual product description before use. Do not charge or store the product while wet.

How do I clean the products?

Please follow the cleaning instructions provided with each product. In general, clean the product before and after use with suitable toy cleaner or mild soap and water where appropriate. Make sure the product is fully dry before storage.

Returns & Support

Can I return a product?

Due to hygiene and safety reasons, intimate products generally cannot be returned once opened or used, unless the item is faulty or required by Australian Consumer Law.

What should I do if my product is faulty?

Please contact us as soon as possible with your order number, a description of the issue, and photos or videos if available. We will review the issue and assist you according to Australian Consumer Law.

Are you the official manufacturer of the brands listed?

No. Naughty Lab is an independent online retailer and is not the official manufacturer of any brands listed on this website. All brand names and trademarks belong to their respective owners.