Shipping policy

Shipping Policy

At Hidden Joys, we aim to make your shopping experience simple, private and discreet.

We offer shipping to selected locations so you can enjoy our curated range of adult and intimate products with confidence. Please read this Shipping Policy carefully before placing your order.

By placing an order with Hidden Joys, you agree to the terms outlined below.

Nothing in this Shipping Policy limits your rights under Australian Consumer Law.

Discreet Packaging

Your privacy matters to us.

All orders are shipped in plain, discreet external packaging wherever possible. This means there are no Hidden Joys logos, product names, product descriptions or obvious indicators of the contents on the outside of the parcel.

Depending on the item, supplier and shipping method, your order may be packed in a neutral box, satchel or envelope.

Customs Declarations and Discreet Packaging Limitations

While we use discreet external packaging wherever possible, international shipments may require customs labels, declarations or carrier documentation.

These documents must comply with applicable customs, import and shipping laws and may include general product or category information where required by law.

We cannot guarantee that customs authorities, carriers or local delivery providers will not inspect, open or request further information about your parcel.

Billing Discretion

We aim to keep billing discreet where possible.

Your payment statement may display a neutral merchant descriptor such as “Hidden Joys”. However, the exact wording shown on your bank, card or payment statement may vary depending on your bank, payment provider or card issuer.

Order Processing Times

Orders are typically processed and dispatched within 2–3 business days.

Business days are Monday to Friday, excluding weekends and public holidays in Australia.

Orders placed on weekends or public holidays will usually begin processing on the next business day.

During busy periods, sales events, supplier delays, carrier delays or public holiday periods, processing times may be longer.

Shipping Costs

Shipping costs are calculated and displayed at checkout where applicable.

Shipping fees may vary depending on your delivery location, order size, product type, supplier location and available carrier options.

Unless otherwise stated, shipping fees do not include customs duties, import taxes, VAT, GST, local sales tax, brokerage fees or other charges imposed by customs, carriers or local authorities.

Shipping and Delivery Estimates

Delivery times are estimates only and are not guaranteed.

Estimated delivery times vary depending on your location, supplier, carrier, customs clearance and local delivery services.

Once your order has been dispatched, estimated delivery times are generally:

Region	Estimated Delivery Time
Asia-Pacific	3–10 business days
Europe and North America	8–15 business days
Australia	8–15 business days
Rest of world	12–20 business days

Some orders may arrive sooner or later than the estimates above.

International Shipping

We offer shipping to selected international locations, subject to carrier availability, customs requirements and local import laws.

Adult products are regulated differently around the world. Some countries, states or regions may restrict, prohibit, seize, inspect, delay or refuse certain adult products.

It is your responsibility to check whether the products you order are legal to import, purchase and possess in your country, state or region before placing an order.

Hidden Joys is not responsible for orders that are delayed, held, returned, seized, destroyed or refused by customs or local authorities due to import restrictions, prohibited goods rules or local laws.

Customs, Duties and Import Fees

International orders may be subject to customs duties, import taxes, VAT, GST, local sales tax, brokerage fees or other charges imposed by your country, state or region.

These charges are not included in the product price or shipping cost unless expressly stated at checkout.

You are responsible for paying any customs duties, taxes, import fees or carrier charges that apply to your order.

Hidden Joys has no control over these charges and cannot predict the amount that may be payable.

We cannot refund customs duties, taxes, import fees or carrier charges paid directly to customs authorities, postal providers or couriers.

Battery-Powered Products

Some products may contain batteries or rechargeable components.

Battery-powered products may be subject to additional carrier, air freight, dangerous goods or customs restrictions.

Where a product cannot be shipped to your location due to battery, dangerous goods or carrier restrictions, we may contact you to cancel the affected item and issue a refund for that item.

Supplier and Fulfilment Delays

Some products may be dispatched from third-party suppliers, manufacturers, warehouses or fulfilment partners.

Dispatch and delivery times may vary depending on supplier processing times, product availability, carrier capacity and customs processing.

If an item becomes unavailable after you place an order, we will contact you to offer a suitable solution. This may include waiting for the item, substituting the item where agreed, or refunding the unavailable item.

Split Shipments

Your order may arrive in more than one parcel, especially if items are shipped from different suppliers, warehouses or fulfilment locations.

If your order is split into multiple shipments, you may receive separate tracking details for each parcel.

Please allow time for all parcels to arrive before contacting us about missing items, unless your tracking information indicates an issue.

Tracking Information

Once your order has been dispatched, tracking information will be sent to the email address provided at checkout, where tracking is available.

You can use the tracking link or tracking number to follow your parcel through the carrier’s website.

Please note that tracking may not update in real time, especially during international transit, customs processing or handover between carriers.

Delivery Delays

Delivery delays may occur for reasons outside our control, including:

Customs inspections or processing
Carrier or postal delays
Supplier delays
Public holidays
Weather events
Incorrect or incomplete shipping details
Local delivery disruptions
High-volume sales periods
Border restrictions or regulatory checks
Battery, dangerous goods or product-category restrictions

If your order is significantly delayed, please contact us at contactus@hidden-joys.com so we can investigate.

We will review tracking information, contact the carrier where appropriate and work with you to determine the next steps. Any refund, replacement or other remedy will be assessed in accordance with our policies and your rights under Australian Consumer Law.

Incorrect Shipping Information

Please ensure your shipping details are accurate and complete before placing your order.

Hidden Joys is not responsible for orders delayed, returned or lost due to incorrect or incomplete shipping information provided at checkout.

If you notice an error in your shipping address, please contact us as soon as possible at contactus@hidden-joys.com..

We will do our best to assist, but we cannot guarantee that shipping details can be changed once an order has been processed or dispatched.

Failed Delivery, Refused Delivery and Returned Parcels

If a parcel is returned to us because of an incorrect address, failed delivery attempt, refusal to accept delivery, unpaid customs charges or non-collection, we will contact you where possible.

Additional shipping fees may apply to resend the order.

If a refund is approved, original shipping charges and any return fees may be deducted from the refund, except where otherwise required by law.

We are not responsible for parcels that are refused, abandoned, returned, seized or destroyed due to unpaid customs charges, import restrictions, prohibited goods rules or local laws.

Lost, Delayed or Damaged Shipments

If your package is significantly delayed, appears lost or arrives damaged, please contact us at contactus@hidden-joys.com within 30 days of the estimated delivery window.

Please include:

Your order number
Your full name
The delivery address used at checkout
A description of the issue
Photos of any damage, if applicable

We will assist where possible, including reviewing tracking details or helping lodge a carrier enquiry or claim.

Any refund, replacement or other remedy will be assessed in accordance with our policies and your rights under Australian Consumer Law.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective or incorrect, contact us immediately at contactus@hidden-joys.com with your order number and photos of the item and packaging.

We will review the issue and work with you to resolve it in accordance with our Return Policy and your rights under Australian Consumer Law.

Returns and Refunds for International Orders

Due to the nature of international shipping, customs requirements and the personal nature of many of our products, returns are generally not accepted unless the item is faulty, damaged, incorrect or otherwise required to be accepted under Australian Consumer Law.

Please do not send any item back without contacting us first.

Returns sent without prior approval may not be accepted.

For more information, please review our Return Policy.

Simple Packaging Approach

To keep our products affordable, we use practical, discreet packaging rather than unnecessary branded packaging.

Our goal is to provide quality adult and intimate products at accessible prices while maintaining privacy and discretion throughout the shipping process wherever possible.