Frequently Asked Questions
About our toys
We deliver a paperless digital product guide to you via email when you make your purchase. Additionally, all of these product guides are stored here permanently.
Nope! All Normal toys are designed to be charged via a USB cable.
Your toy will arrive with a charging cord and a complimentary collection bag for storing your sexual wellness essentials.
We are committed to making our products as sustainable as possible (and we know what it's like to lose the instructions at the worst moment), so your paperless product guide will be emailed to you in advance of your product arrival (and you can find all of the product guides here whenever you need them).
All of our toys are made from body-safe silicone.
Plug one end of your USB charging cord into a USB port, and connect the other end to the toy.
Our toy charging ports are in different locations and may look different on some toys, so we recommend you check the product guide for your specific product to confirm how to charge.
We recommend giving toys at least 2 hours to reach full charge and regularly charge to keep your toy in best working order.
All of our toys are safe for washing with soap and water (or cleaning spray, like NORMAL’s toy and hand cleaning spray) by cleansing the surfaces between uses. You should always avoid putting toys in items like dishwashers or washing machines, or boiling them to clean them.
In terms of bringing toys into the shower or bath, check the specific toy product guide, as this varies by toy.
That should be fine.
Many of our toys can be used for multiple purposes - if it feels pleasurable somewhere else on your body or your partner's body, that's great! So feel free to explore, remembering to use lubricant and go slowly.
That said, we should give a couple of specific warnings about anal play - if inserting something, it's very important to use only products with a 'flared base' (a wide section which is substantially larger than the diameter of the anus) to ensure that you can remove the toy easily. And if using a toy in or around the anal area, we recommend cleaning thoroughly before using elsewhere on the body (or putting barrier protection like a condom on your toy). No one wants to be on the wrong side of either of those scenarios!
Similarly, we recommend using only toys designed for vaginal insertion in the vagina - the phrase "anything is a dildo if you're brave enough" is not one we endorse!
And finally, we don't recommend oral usage of these toys.
If you go to our Collection page and find your toy, you will find a great instructional video guide from our in-house sex coach Georgia Grace.
All of our product guides are also stored here.
You can also visit our blog for advice on a wide range of sexual education and skill-building topics, including guides to better sex for a range of needs.
Yes! Your toy is made from body-safe silicone.
Note that we recommend using only water-based lubricants with your toy, as silicon-based lubricants will degrade the toy's silicone.
If for any reason you are having a physical issue with the toy, cease using the toy and any other products combined with it, and let us know straight away via hey@itsnormal.com.
We recommend using either a cleaning spray designed for sex toys (like NORMAL’s toy and hand cleaning spray), or warm water and a mild soap on the external surfaces of the toy.
Yes. Trust us.
You should ensure your toy is cleaned between uses (by you, with a partner or with multiple partners - every time means every time) to limit infection risk. We recommend the NORMAL cleaning spray!
As a default answer - probably yes. If you find it more pleasurable not to after experimenting, then great - no lubricant needed. But we find most people have better experiences with lubricants.
If you’re new to lubricants, check out our guide to the different types of lubricants.
You should stick to water-based lubricants for use with silicone toys to avoid degrading the silicon.
Yes - especially if using a toy with more than one person, this is a great way to ensure everyone has a safe experience and avoid any infections being transmitted. Just remember to change between uses (and to keep cleaning your toy every time as well).
Our toys are made in China and shipped to Australia, where they are packed and sent to you!
That's OK! Our bodies aren't all the same, and while these toys are designed to cover as much of the range as possible, nothing will be a perfect fit for everyone.
You should contact us via hey@itsnormal.com and organise to use our 100 night stand policy (which gives you 100 nights to trial your product, and if for any reason you don't love it, return it for store credit to try something else).
We would also be delighted to get your feedback and give you a recommendation for another toy.
Vibrators vibrate, dildos don't! Find out more on the difference between dildos and vibrators here.
A cool, dry, hygienic spot (like your new collection bag from NORMAL) is ideal.
If you’re heading overseas, it’s important to know whether the places you’re visiting have sex toy restrictions, so to avoid any trouble, educate yourself on your destination’s policies beforehand. Different countries have different rules about where you can keep loose power items during a flight (for example, carry on or checked baggage). Again, we recommend checking before you travel.
Luckily for you, all the NORMAL toys are rechargeable - so that’s one less thing to worry about!
We recommend taking our quiz first to get a better idea of your preferences, and checking out our sex coach Georgia’s introduction videos for each toy (just go to the individual toy’s page on our website).
If you’re still unsure, you can reach out to our support team at hey@itsnormal.com with your quiz recommendation and personal preferences, so that they can help you find the best toy for you.
Also, to put your mind at ease, we believe it takes time to find the right fit, so if you feel like the toy you have picked isn’t right for you, we can give you a full refund or exchange for another toy with the 100 Night Stand Policy.
Please email our support team at hey@itsnormal.com with your current home address and which charger you need and we’ll get you sorted with a replacement!
Shipping & payments
You can pay via Visa, Mastercard, Amex, Shop Pay, Apple Pay, Google Pay & Afterpay.
We ship all our products to locations within Australia, and we've just begun shipping our range of toys in the USA.
- Products ordered to Australian addresses are fulfilled in 1-2 business days and delivered in 5 business days.
- Products ordered to US addresses are fulfilled in 1-2 business days and delivered in 5 business days.
Please note that once a product is shipped, we are unable to take responsibility for any issues with delivery (for example, inputting the wrong address or not indicating a safe place to leave your parcel); if you have any issues, use the tracking code you received via email when your order was fulfilled to check on the progress of your parcel with your country's shipping provider.
If you have any further questions, check out our shipping policy.
If you're outside of Australia and the USA, send us an email to let us know that you want Normal in your country via hey@itsnormal.com - and we'll let you know when we launch there.
You're also welcome to explore our range of free and inclusive sexual wellness education resources anytime - our guides and video courses are already used in over 40 countries and counting!
Your purchase will show up on your bank statement discreetly, as 'Normal Wellness'.
For some combinations of product, they will be packed together; others may require separate packaging. If packed separately, they will ship on the same day, and should arrive within a small window of each other (1-2 business days at most).
Shipping is free for orders over $100 within Australia. If there is a shipping fee, it will be added at checkout and shown clearly before you purchase.
If you're a US-based customer, please note that products ordered to US addresses take longer to arrive & include higher shipping fees - you can find all of the details of what to expect in this shipping policy, which we recommend checking out before you order. We are in the process of setting up domestic shipping in the US, so stay tuned for that as well!
If you're outside of Australia and the USA, send us an email to let us know that you want Normal in your country via hey@itsnormal.com - and we'll let you know when we launch there.
Plus our free inclusive sexual wellness education resources are available globally, and already used in over 40 countries and counting.
Check out our library of guides and articles, our courses The Modern Guide to Sex and Come Together, and our popular Instagram (where we do bite-sized education all year round) here!
Your product will arrive in a sealed, biodegradable mailer bag, with no logo or markings indicating that it is from Normal.
Your purchase will be billed discreetly as a purchase from 'Normal Wellness'.
Your product will arrive in a sealed, biodegradable mailer bag, with no logo or markings indicating that it is from Normal.
Australian customers:
Your tracking number from Australia Post will be sent out once your order has been fulfilled, so you can keep track of your order's progress there.
Generally, delivery takes 1-5 business days, but please note that the disruptions to delivery caused by big shopping periods and holidays may affect this - so we recommend planning ahead if you have a deadline like a birthday or special occasion!
If you are concerned about a delivery you're waiting for, please reach out to our customer support team via hey@itsnormal.com.
US customers:
We ship all of our our products from Melbourne to locations all over Australia, and we've just begun shipping our toys to locations in the USA.
Please note that products ordered to US addresses take longer to arrive & include higher shipping fees - you can find all of the details of what to expect in this shipping policy, which we recommend checking out before you order. We are in the process of setting up domestic shipping in the US, so stay tuned for that as well!
If you're outside of Australia and the US, send us an email to let us know that you want Normal in your country via hey@itsnormal.com - and we'll let you know when we launch there.
Contact our customer support team via hey@itsnormal.com, and they will get back to you to discuss the issue.
While we cannot take responsibility for damage which happens as a result of mishandling by logistics companies, we are happy to help with any issues which are related to the condition in which products were packed by our team.
We are committed to minimising unnecessary packaging.
Your full toy product guide is delivered digitally (rather than printed). You will receive it by email prior to your toy arriving, and you can always access the guide by clicking here.
The mailer bag that your product arrives in is biodegradable and suitable for home composting.
Your toy also comes with a collection bag and storage tube which are designed to be kept and re-used.
Australian customers:
You'll receive an email with tracking information when your order has left our warehouse, so use the tracking code attached to this email to check with Australia Post how your package is travelling.
Please ensure your destination has a secure point of delivery. Contact us via hey@itsnormal.com with any further questions you may have.
US customers:
We ship all of our our products from Melbourne to locations all over Australia, and we've just begun shipping our toys to locations in the USA.
Please note that products ordered to US addresses take longer to arrive, include higher shipping fees & are tracked differently to our Australian orders - you can find all of the details of what to expect in this shipping policy, which we recommend checking out before you order. We are in the process of setting up domestic shipping in the US, so stay tuned for that as well!
If you're outside of Australia and the USA, send us an email to let us know that you want Normal in your country via hey@itsnormal.com - and we'll let you know when we launch there.
Unfortunately we are not able to take responsibility for lost or stolen shipments - but we would recommend ensuring your destination has a secure point of delivery, to prevent any issues of this kind!
Tracking numbers are provided by email at the time of shipment, and of course, please contact us with any further questions you may have via hey@itsnormal.com.
It happens to the best of us!
Please let our support team via hey@itsnormal.com to let them know as soon as possible, so they can change the address. However, if you don’t realise in time you will have to redirect your order through your tracking link.
Returns policy
We never want anyone to regret buying from us - and we know even the best toy isn’t perfect for every body and every person.
If you don't love your toy, you have 100 days (and nights!) to let us know and receive a store credit for the value of your purchase, to be put toward another toy. Our team will even support you to choose another toy and have it delivered if you’d like! It’s that simple.
You send lovely customer support team a message at hey@itsnormal.com and they will sort you out.
Our customer support team will reach out over email and get your feedback on the toy to understand what’s not working for you.
If appropriate, they’ll send out a printable postage label to help you post back your original toy for disposal.
They’ll then organise you a credit for your next purchase, and if you’d like help choosing another product, our team will listen to your feedback and offer a personalised recommendation to match you with a better toy for your needs. They can even organise for it to be sent out to your preferred address as well.
Our team will apply a store credit to your account (if the value is greater than your prior toy, you will need to pay an additional amount; if it is less, you will be able to have an additional store credit or be paid a refund of the remainder). Your store credit will act like a discount code so you won’t be able to use another discount code on top of it.
Nope! We really, really want you to enjoy your purchase from Normal, and we know it's vital to find the perfect match for your needs.
We assume our customers are operating in good faith, but we do also place a limit of one credit and exchange per purchase on our products to ensure we can provide this program to all customers, and keep an eye on return numbers to make sure the policy is being used in the intended manner.
All about warranties
Normal has a warranty of one year on all toys for functional issues (i.e. issues which prevent the toy from fulfilling its function, rather than cosmetic wear-and-tear).
You are welcome to seek a replacement for any functional issues in this period - just reach out to our lovely customer support team via hey@itsnormal.com and they'll get you sorted straight away!
Submit a request via email (hey@itsnormal.com) and our customer support team will be in touch to organise the process. Please provide your order number and current home address if you’re looking to get your product replaced
Our customer support team will reach out to you and record the issue which occurred (including asking for a photo or video to confirm the issue). This helps us to improve our products and prevent future issues.
They will then organise a replacement to be sent out to your preferred address, ASAP!
Other questions
Go to your most recent email from Normal, and click the 'unsubscribe' link. If you have any issues finding it, please contact our customer support team via hey@itsnormal.com and they can help.
NORMAL uses the sales of our sexual wellness range to help us fund creating free inclusive online education (check out our guides, course and socials), as well as closing the research gap through initiatives like The Big Sex Survey, and advocacy on issues related to sex education and sexual wellness.
We aim to operate as sustainably as possible. Our mailer bags are compostable, and our packaging is designed to be kept and enjoyed as much as possible.
We deliberately choose to use language on our website which reflects a modern understanding of sex, gender and sexuality. We don't assume that our users are heterosexual or cisgendered, and we speak in terms of anatomy to allow everyone to find the right products for their bodies.
Unfortunately at this stage we don’t have the capacity to accept any more toys for our Trade In Program (we didn’t anticipate such a huge response to our recycling program and are currently working to rectify this!).
In terms of our sustainability commitments, our products still come in compostable mailers, with packaging designed to be re-used or recycled, and we’ll keep you posted if we begin accepting toys in the Trade In Program again.
In the meantime we recommend reaching out to your local council to see if they’d accept them under e-waste.
Please reach out to our customer support team at hey@itsnormal.com with the discount code you forgot to add and if the discount code is still active the team can refund you the difference.