Frequently Asked Questions

Q. How do I contact you?

A. Ashley, Jasmine & Emma are only too happy to assist if you have a question or query.  If you need to contact us, you can do this quickly and easily via one of these options:

  • Phone: 0800 ADULT TOYS, 0800 238 588
  • Live chat: The tab at the bottom right of the page
  • Twitter: @atmsnzcs
  • Snapchat: atmsnzcs
  • Email:
  • Facebook: -

Q. What are your operating hours?

A. You can purchase online from us 24 hours per day, 7 days a week, 365 days per year.
Our ATMS Head Quarters are open Monday – Friday 8am – 5pm.

You can find out more about our HQ based in Wellington here.

Q. Are you based in New Zealand?

A. AdultToyMegaStore is based in Wellington, New Zealand and is 100% New Zealand owned and operated.

We know just how important it is to kiwi’s that you are buying your adult products from a safe New Zealand based site, so you can feel comfortable when making your sex toy purchases. In 2009, we decided that New Zealand couples and singles should be able to access the best sex toys the world has to offer, right here in NZ.

Our powerhouse team is: Craig and Jason – ideas and IT, Nicola and Emma – marketing aficionados, customer service superstars Ashley, Jasmine and Kerry, Liv our columnist and Rohan – logistics.

Q. What will my parcel look like?

A. We understand that discretion is key for kiwi’s, and at AdultToyMegaStore you can rest assured that your item will arrive in an unmarked courier bag, or unmarked box depending on the product size to ensure full discretion of your purchases. We do not put any signage or logos on our courier packages so no one, not even the courier, will know what is inside or where you have purchased from.

We aim to maintain full discretion throughout the purchase process, right up until your parcel has arrived safely in your hands. You can also choose if your parcel is Signature or Non-Signature delivery.

Q. Can you deliver to a PO Box or Parcel Pod?

A. Absolutely. Just write all the details in when you are checking out!

Q. When will my order arrive?

A. That all depends on when you want it!

We deliver New Zealand wide and as all our products are in stock we offer immediate dispatch within 48 hours of ordering. We offer four different courier services so you can choose whether you would like to have it same day, overnight, evening or Saturday delivery.

Q. Is it safe to buy online?

A. Yes it is 100% safe. We know that when shopping online, there is always the question of credit card safety.

Shopping online for adult toys in New Zealand has become the preferred way to purchase sex toys, so to support you and make you feel comfortable about buying sex products from AdultToyMegaStore,we use the Payment Express, Visa and MasterCard certified service, so you can rest assured that your credit card and personal details are safe.

Q. Will my credit card be billed securely and discreetly?

A. At ATMS we like to have a laugh or two, but when it comes to your security and discretion – we take things very seriously.

Your credit card information is processed by New Zealands number one payment solution provider; Payment Express. Because they handle the process in its entirity, you can be safe in the knowledge that your security is being delt with by the professionals.

To ensure your privacy and discretion, our name appears as ‘ATMS WGTN’ on your credit card statement.

We offer a variety of Payment Options:

  • Credit Card
  • Amex
  • JCB
  • Internet Transfer
  • ATMS Gift Voucher

Q. How do I use my ATMS Voucher or Gift Certificate?

A. Simple; just add the items you wish into your cart and then enter your CODE at the checkout.

Q. Can I use my Voucher Code and participate in other promotions?

A. Here at ATMS we run lots of promotions during the year. Free Gifts, voucher backs, Upgrades, loyalty and lots more. For any one purchase, you can only choose to participate in one promotion at a time. At the cart, you will be shown all relevant promotions and discounts you are eligible for, and you then select which one you wish to apply for that particular purchase.

Q. Are all Items in Stock?

A. Absolutely! All our items are in stock we can guarantee dispatch within 48 hours of ordering. This means you can be comfortable knowing that what you order, will be with you asap!

Q. We have over 8000 Products & 45 Brands to choose from

A. Yep you heard that right! AdultToyMegaStore has over 8000 sex toys, lingerie, condoms and Lubricants to choose from. We source our products from New Zealand, Australia, America, UK and Asia.

Our idea was to ensure that New Zealanders had access to a huge range of sex toys and lingerie imported worldwide. Toys ideal for beginners & the connoisseur alike, toys that are familiar and those that are designed to push the boundaries.

We wanted AdultToyMegaStore to be the place the kiwis come for everything adult, whether it is to gain knowledge, share experiences or to buy toys to add to their collection.

To see a list of all the brands we offer; click here

Q. Is there a product warranty?

A: Our warranty policy covers products for 31 days from the date of purchase.

It covers faults and defects that occur due to manufacturing failure. Damage or faults that occur as a result of misuse, accident, or general wear and tear, are not covered by our warranty policy. If your product cannot be repaired, we will replace it with one that is of the same, or similar model. If a repair or replace is not possible, we will provide a refund.

Q. What about faulty products?

A. Check the batteries first. The majority of products which don’t seem to be working are due to errors with batteries. Check the batteries are in the correct way, replace the batteries or recharge your toy. Also check if there is a Battery Tab included – if so this little piece of paper needs to be removed before you use the item.

In the event that there is a fault with your product we are happy to replace your item.

  • Please contact us with the details of your fault within 7 days
  • We will then send you a return courier bag for your item
  • We will then dispatch a new replacement item to you.
  • In the event that the same item is not available we will issue you with a store credit to use on anything at

Q. Do you accept returns?

A. Yes in certain circumstances. We will accept returns that are covered under the Consumers Guarantees Act or Fair Trade Act ie if there is a manufacturing fault. We can’t however accept returns if you have simply changed your mind and due to copyright, we cannot accept the return of DVDs so please choose carefully.

Please note: Under no circumstances do we on-sell returned items.  Any returned toys, lingerie or lubricant are disposed of.

Q. What about exchanges?

A: We cannot accept exchanges on any product unless we have made a genuine mistake, or the exchange is covered under the Consumers Guarantees Act or Fair Trade Act.

Q. What if it’s out of stock?

A. Everything you see on the website is available for purchase.
In the extremely rare event that an out of stock product is somehow ordered, we will be glad to provide you with a store credit or full refund.

Q. Can I cancel my order?

A: If you decide to cancel your order after you have paid, but before you have received it, you can.
If you decide to cancel your order, please contact us immediately with your order number.

Q. What about intellectual property?

A. The information and products displayed on this website are protected by copyright and other laws of New Zealand, and under similar laws and international conventions abroad.

You must not copy, distribute, resupply, sell otherwise deal with our intellectual property except with our prior written consent in each instance.

Q. Do you have a price match guarantee?

A. We do our best to offer you the lowest price possible, but if you find it cheaper, we’ll match it for you! Just contact us with the details of the product name, alternative website and price.

Q. How does the loyalty scheme work?

A. We love our customers, and we reward you with an ongoing commitment to low prices, great quality and awesome promotions & giveaways!

On top of this; to thank you for choosing us as your favourite place to shop for Adult Toys and Lingerie, we offer you a special Loyalty Scheme. We simply provide you extra discounts on Non-sale items as follows:

  • 2nd Order: 2% off each non-sale item
  • 3rd Order: 4% off each non-sale item
  • 4th Order: 6% off each non-sale item
  • 5th Order: 8% off each non-sale item
  • 6th Order: 10% off each non-sale item

Q. How many Kiwis have shopped at ATMS?

A. In our 10 years of satisfying New Zealand, we’ve sent out over 45,000 parcels, making us one on the most trusted adult retailers in the business. Check out our LIVE link to see other kiwis buying right now!!

Q.What about privacy?

A. All information you supply to is protected. We do not sell database information to any third party. We will only ever contact you if there is a problem with your order or if you have requested email contact informing you about our great sex product promotions and hot lingerie specials. In the event that you change your mind, or don’t like the information we send, you can unsubscribe at any time.

Q. Are my details are safe and secure?

A. Credit card transactions are securely handled by Payment Express. You can view their privacy policy here. Not only are you about to enhance your next sexual experience but you can rest assured that no one else will ever find out.

We value all your feedback.

We welcome everything you have to say about AdultToyMegaStore, from feedback, and suggestions, to queries and concerns. Please feel free to leave your feedback here, or browse our customer testimonials


  • Debbie says:

    You advertise you have an easy returns policy but do not actually make it easy to do.
    I sent my faulty We Vibe back, in the pre labelled courier pouch you sent me, but I have not heard back. I sent it back with the packaging.
    You have my email, you have my address – what is the problem?
    The We Vibe was not used as it would not charge. I (and my partner) have bought a number of products off your site previously and been very happy. I am not very happy to have paid over $100 for a sex toy and not have one.
    Please can you RESPOND to my emails and tell why you have not sent me a replacement.

    • Liv says:

      Hi There Debbie

      Sorry that you are having issues in getting in touch with us. I have just passed this on to our customer service team and it seems that your emails are not coming through as we have only recieved one from you which was replied to. Ashley is attempting to contact you via email as we speak. If this does not reach you please give us a call on 0800 ADULT TOYS so that we can get this sorted for you.


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