FAQs

Find answers to common questions about ordering from Down Under Thunder, including discreet packaging, shipping, tracking, returns and product issues.

Is my order shipped discreetly?

Yes. Orders are packed in plain, unmarked packaging with no reference to the products purchased or Down Under Thunder on the outside of the parcel.

Do you offer free shipping in Australia?

Orders of AUD $100 or more qualify for free express shipping within Australia. Other available shipping options and charges are shown at checkout.

When will my order be dispatched?

Orders placed on business days before 2pm Melbourne time are generally dispatched the same business day. Orders placed after the cut-off, on weekends or on public holidays are generally dispatched on the next business day.

Can I track my order?

Yes. We use Australia Post for delivery and tracking details are sent when your order is dispatched. You can also visit our Track Order page.

Do you ship to New Zealand?

Yes. We ship to New Zealand. Available shipping methods, delivery estimates and charges are shown at checkout and may vary depending on the delivery address.

Can I return an item if I change my mind?

Eligible change-of-mind returns are accepted within 30 days of delivery when the item is unopened, unused and in its original packaging. You may choose a refund or exchange for an eligible return.

Can opened or used intimate products be returned?

Opened or used intimate products are not eligible for a change-of-mind return for hygiene reasons. This does not remove any rights you may have if a product is faulty, unsafe, damaged, incorrect, misdescribed or otherwise does not meet the consumer guarantees under the Australian Consumer Law.

Who pays return postage for a change-of-mind return?

You are responsible for the cost of returning an eligible change-of-mind item. We recommend using a trackable postage service and keeping your proof of postage.

What should I do if my item is faulty, damaged or incorrect?

Please contact us with your order details and a description of the issue. We may ask for photographs, video or other reasonable information to help assess the problem. Depending on the circumstances and your rights under Australian Consumer Law, a remedy may include a repair, replacement, refund or another applicable remedy.

How can I contact Down Under Thunder?

You can send us a message through our contact form. For returns, refunds, exchanges or product issues, you can also email admin@downunderthunder.com.au.

For full details, please read our Shipping Policy and Refund Policy.