SHIPPING & RETURNS
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.
DELIVERY CHARGES WITHIN AUSTRALIA
Orders delivered to Australian addresses are charged according to delivery type. All orders over $150 are delivered free of charge via Regular Parcel Post.
If your parcel is to be sent to your workplace you must specify the business name in your shipping address as Australia Post will not deliver to business addresses without a business name.
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
- Click & Collect - In-store pick up is free of charge
Max Black highly suggests using Registered Parcel Post or Express Registered to ensure a more secure delivery of your goods.
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), 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
Click & Collect
- Most items should be available for collection within 24 hours. If your order is placed before 9am it should be available for collection by 1pm on the same day. You will receive an email notification when your parcel is ready to be picked up. Please note photo I.D and the credit card with which payment was made (if applicable) are to be presented upon collection. If your order is urgent or you need to ensure it is ready for collection at a specific time please call us on 02 9557 0122 to arrange this with us.
DELIVERIES IN NEW ZEALAND
Orders delivered to New Zealand and her territories are charged at the following rate:
Free shipping is currently not available to our NZ guests, however new types of shipping will be available soon.
DELIVERIES TO LOCATIONS OUTSIDE AUSTRALIA/NZ
At the moment, Max Black does not offer shipping for countries outside of Australia and New Zealand.
Missed the Post? 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. Australia Post now offers 24 hour parcel collection from discreet parcel lockers in dozens of locations. We highly recommend using this service if you cannot be home to sign for your purchase.
Missing Parcel? 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 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 during the checkout process.
RETURNS & EXCHANGES
Your satisfaction is our business. That’s why we recommend choosing carefully when shopping with Max Black and should you need additional assistance prior to purchasing our team is here to help you online, over the phone, and in store.
Max Black maintains a strict policy of never returning a product to the shelf for sale once it has left the store. This includes instances where the packaging and/or wrapping of the item has not been opened.
We understand that this policy may lead to some customer dissatisfaction. However, on balance, we understand that our guests would far prefer knowing that the item they have selected is indisputably new.
We know after ten years in business that your confidence in us is foremost and that this trust is reinforced by knowing that this policy is in place. More about this policy is explained on our FAQ page.
Please contact us before returning any items. In many cases we find the reason for a perceived fault is something very simple that we can solve over the phone or counter. We’re here to help and in most cases we can sort out an issue in a very short amount of time.
Change of Mind and Non-Fault Return Requests
Due to the intimate nature of our products an exchange or refund is not available on products should you change your mind, discover a similar item is in your possession or you decide to purchase the item elsewhere after the transaction.
Return of Faulty Items
Max Black will accept returns for items with a defect within 30 days of the date of purchase. We do not offer a satisfaction guarantee on any of our products. Some products/ranges carry an express guarantee or extended manufacturer’s warranty which covers a longer period of time. Contact us and we can provide you with details specific to your purchase.
In all cases you will need to present proof of purchase.
If you believe a product has a manufacturing defect or fault please contact us. You can call, email or click here to get in touch with us.
Where an individual product is found to be defective we will exchange it for a new one. In circumstances where this is not possible we will offer an alternative product of the same value or, if you prefer, a full refund.
Important Notes Regarding Returns
Max Black does not ordinarily cover the cost of returning the product to us for assessment, exchange, refund or repair. Where the return relates to a defective item the replacement product will be shipped to you, at no charge, when the replacement item is available.
In the event that you need to return a product to us it must be clean, in its original packaging (if possible) and in a sealed plastic bag. The parcel should also include a copy of your proof of purchase and your daytime contact details.