Frequently Asked Questions

Yes. SDI is an Australian-based multi-brand retailer working with established manufacturers and authorised brand partners. Products are supplied through the relevant manufacturer or authorised supply channel.

Yes. Prices on our Australian store are displayed in AUD unless otherwise stated.

For custom orders, your selected specifications are reviewed and sent to the relevant manufacturer for production. Once production and the required checks are complete, shipment is arranged and tracking information is provided.

Contact us as soon as possible. Changes may be possible before production progresses, but once production has started some options may no longer be changed.

Custom-made products are produced according to the options you select and require production time before dispatch.

Ready-to-ship products are already available in their listed configuration and can usually be dispatched sooner.

Total delivery time consists of production time + shipping time.

Production varies by brand and selected features. Once dispatched by express shipping, delivery to most Australian locations generally takes around 7–10 business days.

Ready-to-ship products do not require normal custom production time.

Production time depends on the brand, material and custom options selected. Some models can be completed relatively quickly, while more complex or premium models may require longer. Please refer to the relevant product information or contact us if timing is important.

We provide Australia-wide free shipping on eligible orders. Where express shipping is included as part of a current offer, this will be shown on the relevant product or shipping information.

Yes. Orders are shipped in plain, secure outer packaging without product imagery or obvious branding that reveals the contents.

Yes. Once your order has been dispatched, tracking information will be provided so you can follow the shipment.

Depending on the product, manufacturer, parcel size and destination, shipments may be handled by major carriers such as DHL, UPS, FedEx or another suitable delivery provider.

No. SDI takes care of all customs clearance and import procedures for you. There is nothing you need to arrange or prepare — simply place your order and wait for delivery to your address.

Larger products generally cannot be delivered to a standard PO Box because of carrier size restrictions. Some smaller parcels may be eligible. Contact us before ordering if you need a PO Box or alternative collection arrangement.

If you contact us within 24 hours of placing your order and production has not yet started, cancellation may be possible. Please contact us immediately. Approved cancellations are subject to a 15% fee for card payments or a 20% fee for Afterpay payments to cover payment processing, order handling and other non-recoverable costs already incurred. Cancellations are not accepted after 24 hours. If you still need to request one, please contact us as soon as possible so we can check the current order status.

No. We do not accept change-of-mind returns once an order has been delivered. If your product arrives damaged, faulty or incorrect, please contact us immediately with your order details and clear photos or videos of the issue. We will review the problem and arrange an appropriate solution in accordance with our policy and your rights under the Australian Consumer Law.

Please contact us immediately with your order number and clear photos or videos showing the issue. We’ll review the case and work with you to provide an appropriate solution. Any eligible remedy will be handled in accordance with our policy and your rights under the Australian Consumer Law.

TPE is generally softer and more flexible and is usually the more affordable option.

Silicone is generally more durable, less porous and capable of holding finer surface detail.

The best choice depends on your priorities for softness, realism, maintenance and budget.

Each manufacturer uses different body moulds, materials, skeletons and production techniques. Skin tones, head materials, breast options, oral systems, heating and other upgrades therefore vary by brand and model.

ROS generally refers to a more realistic functional oral system. The exact design and functionality differ between manufacturers and head types, so check the specific product options before ordering.

A fixed design is integrated into the body for a more seamless appearance. A removable insert can be removed for easier cleaning or replacement. Availability varies between bodies and brands.

Standing-compatible models use reinforced feet or another brand-specific standing system. Even with this option, avoid leaving the product standing unsupported for extended periods.

No. Clothing, jewellery and other accessories shown in product photos are for display and photography purposes only and are not included unless specifically stated on the product page.

Use warm water and a mild suitable soap. Clean gently with a soft cloth or sponge, rinse away residue and dry thoroughly before storage.

No. Keep electrical components, controllers, charging ports, connectors and powered accessories dry unless the manufacturer specifically states that the component is waterproof.

Once TPE is completely dry, a light application of suitable renewal powder or cornstarch can help maintain its smooth feel and reduce surface tackiness.

Avoid leaving dark or strongly dyed clothing in contact with the surface for long periods, especially with TPE. Wash new clothing before use and choose light-coloured or colourfast fabrics where possible.

We recommend water-based lubricant. Avoid oil-based products unless the manufacturer specifically confirms compatibility with the material.

Move limbs slowly and support the body when repositioning it. Never force a joint beyond its natural range of motion.

Store it clean and dry in a cool place away from direct sunlight, heat and sharp objects. Avoid prolonged pressure on one area and do not place heavy objects on the product.

• Keep connectors and electrical components dry.
• Use the recommended power source or adapter.
• Disconnect powered accessories after use.
• Stop use if cables are damaged or components overheat.

Available payment methods are shown at checkout and may include major credit cards and Afterpay.

Payments are processed through secure payment providers. Your full card details are not stored directly by our online store.

Yes. If you are unsure which brand, material, body or features are best for you, send us the product links you are considering or tell us your priorities and our team can help compare the options.

Contact us with your order number and the email address used when placing the order. If you are reporting a product issue, clear photos or video can help us review it more quickly.