Frequently Asked Questions

Q. How do I contact you?

A. The  CSR team 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: @loveatms
  • Snapchat: atmsnzcs
  • Email:
  • Facebook: loveatms

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 and warehouse operate 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, Emma, Abbie, Sam & Janelle – marketing aficionados, customer care & warehouse team Elliot, Matt, Aimee & Morgan, 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!

Be aware that PO Box and Parcel Pod delivery are only available with some of our courier services. Please take a look here for more information.

Q. When will my order arrive?

A. That all depends on when you want it!

We try our best to have all orders placed before 3pm Monday to Friday dispatched the same day but some days we just can’t get through them all, even in our active wear! So if for any reason your order is not dispatched same day, or you order after the cut off time, rest assured we will dispatch it the next business day.

We offer a number of delivery services including our standard overnight service, Saturday delievry and Urgent same-day delivery.

To find out which of these services you are eligible for click here.

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 ‘ABL’ on your credit card statement.

We offer a variety of Payment Options:

  • Credit Card
  • Amex
  • JCB
  • POLI Pay
  • PayPal
  • ATMS Gift Voucher

Q. Do you have customer accounts?

A. Yes we do have ATMS Customer Accounts. With the account area you are able to store and update your personal information, view your order history, track any current orders, create Wishlists and see which products are still awaiting customer reviews.

Click here to create an ATMS Customer Account.

You do not need to create an account to buy from us, at the checkout simply click on ‘Guest Checkout’ and go through as usual.

Q. How do ATMS Pleasure Points work?

A. We reward our customers with ATMS Pleasure Points which save you money on purchases.

Every product that you purchase will earn you Pleasure Points and so will reviewing your products. You can then use your Pleasure Points to get a discount on your next order or save them up and make even bigger savings next time.

Only customers that create a customer account with ATMS will be able to accrue and spend Pleasure Points.

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 under the Promotions section.

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, vouchers, Upgrades, Pleasure Points 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 so 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!

If for any reason the item that you order is unable to be sent out straight away you will be contacted by our customer care team ASAP to find a solution and get your order to you.

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 that Kiwis come to make their good sex, great. Whether that is by gaining knowledge from our Sealed Section articles, sharing experiences on our blog or via product reviews 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 replacement 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 that you wish on ATMS.

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.

Please read our size information carefully as we can not exchange products that are too big or too small if the size is listed on site.

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 it has left our premises, you can.
If you decide to cancel your order, please contact us immediately with your order number. Please be aware that orders cancelled after a parcel has been picked and packed may incur a restocking fee.

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 on another New Zealand website, we’ll match it for you! Just contact us with the details of the product name, alternative website and price.

Q. How many Kiwis have shopped at ATMS?

A. In our 10 years of satisfying New Zealanders, 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.

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

10 Comments on Frequently Asked Questions

Zeff said : Guest Report 10 months ago

Just looking at the review comments just want to be sure that its legit as im a new member and new to "toys" just wanting to get what im after with no prolems

  • New Zealand, Auckland
Emma said : Guest Report 2 years ago

how long does delivery take to hamilton?

Emma - ATMS said : administrator Report 2 years ago

Hi there James At this point we do not accept Paypal. Our payment options are either credit card or Poli Pay. Thanks

James said : Guest Report 2 years ago

Hi! Do you accept Paypal? Jim

Liv ATMS said : administrator Report 2 years ago

Hi there. Flick an email through to Ashley at and she will be able to help you out :)

Annie said : Guest Report 2 years ago

Just wondering how the returns works if lingerie is bought and doesn't fit eg is too big? The one size fits all may not fit the buyer and are they able to return it if it doesn't?

Liv said : administrator Report 2 years ago

Hi there. Our office and warehouse are not open in the weekends so we can not offer a pick up service. We do however offer Saturday delivery as well as Parcel Collect from local post agents if you would prefer to pick up your parcel. I hope this helps :)

julian said : Guest Report 2 years ago

just wondering if you are open on a saturday for wellington customers to come and pick up an item directly from your stores?

Liv said : administrator Report 2 years ago

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. Thanks Amy

Debbie said : Guest Report 2 years ago

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.

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