Frequently Asked Questions

Orders are dispatched Monday to Friday, excluding public holidays. Orders placed before 3pm AEDT/AEST are usually dispatched the same business day. During high-volume periods or if an order is placed later in the day, dispatch may occur the next business day.

We ship all orders via Australia Post Express Post. This is our only delivery method and includes delivery to residential addresses and P.O. boxes.

Orders over $150 qualify for free standard shipping. For orders under $150, a flat delivery fee of $13.70 applies. The delivery fee is not included in the $150 threshold calculation.

All orders are shipped in plain, unmarked packaging with no branding or product descriptions visible on the exterior.

If no one is home, Australia Post will leave the parcel in a safe location where possible (no signature required). If a safe location is not available, a collection card will be left and the parcel can be retrieved from your local Post Office. We are not liable for loss or theft after delivery has been completed.

In the event of misdelivery, please contact support@vibeon.com.au and we will assist.

Log in to your Vibe On account and navigate to “My Orders”. Once dispatched, tracking details will appear alongside your order.

Vibe On does not use Borderfree for shipping. All orders are dispatched and tracked directly via Australia Post Express Post. You can find your tracking number in your Vibe On account under “My Orders” once the order has been dispatched.

Track your order via the Australia Post website: auspost.com.au/mypost/track/search. If no update appears after the estimated delivery date, wait 5 additional business days, then contact support@vibeon.com.au.

If Australia Post confirms the parcel is lost in transit, a replacement will be sent once their investigation is complete (typically within a few days). We are not responsible for items lost or stolen after successful delivery to the provided address.

Orders are dispatched from our Sydney or Melbourne warehouses via Australia Post Express Post. Delivery typically takes 1–3 business days within metropolitan areas. Additional time may be required for regional or remote locations.

Warehouse pickup is not available. All orders are fulfilled via Australia Post Express Post delivery.

Yes, we deliver to P.O. boxes nationwide via Australia Post Express Post.

We currently ship within Australia only.

We accept PayPal, Afterpay, Zip Pay, Google Pay, Apple Pay, Visa, Mastercard, and American Express.

Yes. All transactions are protected by industry-standard encryption. Card details are not stored after processing and are never transmitted unencrypted.

No. Statements display a neutral, non-descriptive business name only. “Vibe On” and all product details are excluded.

Price matching is considered on a case-by-case basis for identical products from Australian retailers. Email support@vibeon.com.au with the product link for review.

Yes. You will receive an immediate confirmation email after purchase. Check spam/junk if not received within 5 minutes.

We will notify you immediately via email and offer a refund, replacement, or delay option. Out-of-stock items are rare due to real-time inventory.

GST (10%) is included in the displayed price for all non-exempt items. Certain TGA-listed therapeutic goods are GST-exempt and priced accordingly.

Due to hygiene regulations, we do not accept returns or exchanges for change of mind on intimate products. Faulty or damaged items may be returned within 14 days of delivery for replacement or refund under Australian Consumer Law. Contact support@vibeon.com.au with your order number and details. Return shipping costs are the customer’s responsibility. Opened or used items cannot be accepted.

Email support@vibeon.com.au with your order number and a description of the issue. We will respond promptly to resolve the matter.

For health and hygiene reasons, lingerie (including body stockings, hosiery, thongs, g-strings, briefs, intimate apparel, and costumes) is non-returnable for change of mind. An online credit or refund may be issued for sizing issues provided the item is unworn, undamaged, unsoiled, unlaundered, returned in original packaging with all tags attached, and notification is received within 5 days of delivery. Customers are responsible for return shipping via registered post. Sale, clearance, or discounted items are final unless faulty. Refer to the product size guide and consider sizing up if between sizes.

Support emails are responded to within 24 hours on business days (Monday–Friday). Urgent issues are prioritized.

Material composition varies by product. Always check the product description for details on materials (e.g., medical-grade silicone, body-safe PVC, TPE, etc.). If no material information is listed, exercise caution and consider patch-testing or contacting support@vibeon.com.au for clarification before use.

Clean with warm water and mild soap or toy cleaner before and after use. Pat dry and store in a cool, dry place away from direct sunlight. Use the included storage pouch where provided. Avoid boiling rechargeable toys.

Most products include a 12-month manufacturer’s warranty against defects. Retain your order confirmation. Warranty claims are processed via support@vibeon.com.au.

Statements display a neutral, non-descriptive business name only. “Vibe On” and product details will never appear.

Only essential details required for shipping are shared with our fulfilment team. All data is protected by industry-standard encryption and is never sold or disclosed to third parties.

Yes. You must be 18 years or older to purchase. We reserve the right to request ID for verification.

Loyalty tiers are calculated based on total spend (excluding gift cards) over the previous 12 months. Check your tier and order history under “My Orders” in your account. Full program details are available at vibeon.com.au/loyalty-program. For discrepancies, contact support@vibeon.com.au.