FAQ

WHEN IS MAX BLACK OPEN?

Our store is open from 10am to midnight, Monday to Saturday and from 10.30am to midnight on Sundays.

We are closed on Christmas Day and New Years Day.

Please note - emails and written inquiries are attended to from 10am to 5pm, Monday to Friday. Please allow at least 24 hours for email responses.

WHAT IF I NEED SOME EXTRA HELP OR ADVICE?

We’re happy to answer your questions. Come into the store or call us on 02 9557 0122 anytime during opening hours

You can also visit our contact page where you can find out the different ways to talk to us about your needs.

DOES MAX BLACK DELIVER TO NEW ZEALAND?

Yes! Max Black is delighted to offer shipping to our guests in New Zealand. To activate New Zealand shipping as an option in checkout, please select 'New Zealand' in the country box before selecting your shipping method. Please note that Free Shipping is not available for international purchases, though we hope to offer it very soon.

International customers may find the eWay payment gateway blocks their payments due to our stringent security settings. We recommend our NZ guests use PayPal for payment at Max Black. You can still use your Visa or MasterCard through this gateway.

HOW MUCH WILL IT COST TO DELIVER MY PURCHASE?

Orders of $150 or more will be delivered within Australia FREE via Standard Parcel Post.

For orders in Australia under $150 shipping is charged according to delivery type:

  • Registered Parcel Post $14.00 (requires signature) - our recommended method
  • Regular Parcel Post $12.00
  • Express Post $17.00
  • Express Registered Post $20.00

Max Black is currently shipping to Australia and New Zealand. For guests outside of these territories please email us via our Contact Us page and we will arrange for a mail order if possible.

  • Air Post New Zealand $15.00 + $3.00 per additional item.

HOW LONG WILL IT TAKE TO DELIVER MY ORDER?

Max Black processes online orders every day Monday - Friday at 9am. If you place your order by 9am on a business day it will be go out that day (as long as there are no problems with your order). If you order after 9am on a Friday, your order will be processed on Monday morning. 

Shipping times vary depending on the kind of shipping selected at the checkout, and where you live. Orders will generally take between 24 hours to pick and pack (business days only), and then the normal shipping time applies.

As a guide, Australia Post asks that you allow the following time for deliveries:

Metropolitan Areas & Major Cities

  • Regular Parcel & Registered Post:  Please Allow 1-3 Days
  • Express Post:  Please Allow 1-2 Days    

Regional Cities and Remote Communities

  • Regular Parcel & Registered Post:  Please Allow 2-5 Days    
  • Express Post:  N/A

New Zealand

  • Air Post NZ:  Please allow up to 9 working days.

HOW WILL MY ORDER BE DELIVERED - WHAT WILL IT LOOK LIKE?

Your order will be delivered in plain packaging via Australia Post, signed from “M. Black”. The package does not feature the Max Black brand or images.  Rest assured it will be discreet. 

DOES MAX BLACK DELIVER TO BUSINESS ADDRESSES?

Yes, however if you are having a parcel delivered to your workplace you MUST have the business name in your address in order for the parcel to be delivered. Australia Post will not deliver parcels to business addresses where the business name has not been specified.

DOES MAX BLACK DELIVER TO POST BOXES?

Yes, within Australia and New Zealand.

WHAT HAPPENS IF I'M NOT HOME?

If there is no-one to accept delivery, Australia Post should take your parcel back to the nearest Post Office. Australia Post will normally leave a card allowing you to collect your delivery from your local Post Office, at your convenience. Your package will look like any other everyday Australia Post package, it will carry no indication of us being an adult store, and you will not need to mention us in order to pick-up your package.

WHAT HAPPENS IF MY PARCEL GOES MISSING?

Whilst we do the best we can to ensure safe and secure delivery of parcels, once a parcel is accepted by Australia Post delivery of the item is out of our control. Should your parcel not be delivered to the address you entered for shipping, and it is not at your local post office for collection, please get in touch with us for a tracking/parcel number. This number can be used when you lodge a query with Australia Post.

To guarantee delivery of your parcel or to insure your parcel please make sure you select Registered Parcel Post or Insured Parcel during the checkout process. Maximum value of insurance on standard parcels is $300. If you would like to insure a higher value please place your order, select Insured Parcel at checkout and we will call you to arrange for the additional insurance.

IS IT SAFE TO USE MY CREDIT CARD?

Absolutely. We utilise finance industry-standard encryption to ensure your personal and credit card details remain confidential. After processing an order, no credit card details are retained. Our Privacy Policy can answer all your questions regarding your personal information. Click here to learn more. 

WHAT TYPES OF PAYMENT DO YOU ACCEPT?

We accept Visa, Mastercard, Paypal, PayPal eCheque and American Express online. If you visit us in-store you may also use EFTPOS or Cash to pay for your purchase.

WHAT APPEARS ON MY STATEMENT?

Your credit card will be billed in Australian dollars and your statement will report your purchase as “Max Black”.

IS MY PRIVACY PROTECTED?

Yes. Your personal information and order details will only be used for the purpose of processing your purchase. Max Black will never share this information with a third party. To read more about our privacy policy please click here.

ARE BATTERIES INCLUDED?

Some manufacturers include batteries with their product, however where they do not, Max Black will supply you with the batteries necessary.  A care card is also included with particular items.

WHY ARE THERE DIFFERENCES IN PRICE BETWEEN MAX BLACK & OTHER STORES?

The reasons for price differences are many and varied however the biggest difference between Max Black and the majority of online stores is we maintain a beautiful and very real store here in Newtown, Sydney. We employ smart young Australians, train them to the highest standards in the industry, and provide a space where you can access products for, learn about, discover and explore your sexuality. We don’t play the discount game online and we do promise to provide an outstanding experience, every time. We are real people you can call, ask advice of and trust. In many cases our prices are the same or lower than the major stores and we only sell genuine brand items sourced from Australian distributors where possible.

I FOUND AN ITEM CHEAPER ELSEWHERE, CAN I GET A REFUND OR RETURN?

Max Black does not offer a price guarantee. Whilst we understand that you may be disappointed we are not obligated to offer refunds, part refunds, exchanges or returns on items you find elsewhere at a different price. We’ve seen hundreds of cheap, discount online retailers appear and disappear. It’s important to remember that although a few of our products may cost a little more than discount online stores Max Black will be here to help you should you have any problems for many years to come.

I TOOK AN ITEM HOME, DID NOT OPEN IT, BUT I WANT TO RETURN IT. CAN I?

Unfortunately no. You probably wouldn't want to purchase an intimate product knowing it might have gone home with someone else and that’s why we maintain a strict policy of never returning a product to the shelf for sale once it has left the store. We know after almost ten years in business that your confidence in us is foremost and that this trust is reinforced by knowing that every item we sell is absolutely new.  This policy is one of the significant points of difference between Max Black and other adult retailers. That’s why we ask you to choose carefully and ask for advice if you are unsure.

DO I NEED PROOF OF PURCHASE FOR A FAULTY RETURN OR EXCHANGE?

Yes. We recommend you make a copy of your in-store receipt by taking a photo with your phone, scanning it at home or photocopying it so it lasts. This is particularly important for products with long warranties. 

Alternatively you can ask us to email you a copy when you are at the counter.

WHAT IS MAX BLACK’S RETURNS POLICY?

For the full returns policy and procedure please see our Shipping and Returns Page.

Max Black processes online orders every day Monday - Friday at 9am. If you place your order by 9am on a business day it will be go out that day (as long as there are no problems with your order). If you order after 9am on a Friday, your order will be processed on Monday morning. 


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