Shipping & Returns
The short version: we ship within the United States, most orders ship within 2 business days, and you get tracking by email. Because of the personal nature of our products, all sales are final. If an item arrives defective, damaged or wrong, or is lost in transit, we will make it right — see Something wrong with your order? below.
Shipping
Where we ship
We ship to addresses in the United States. We do not currently ship internationally. Some manufacturers restrict where their products may be shipped, and adult products are restricted or prohibited by law in some places. If an item in your order cannot be shipped to your address, we will let you know and refund that item. You are responsible for making sure the products you order are legal where you live.
How your order is fulfilled
When your payment is confirmed, we send your order electronically to our fulfillment partner, a wholesale distributor that packs it and ships it directly to you. Your package ships from their warehouse, not from our office, in plain, unbranded packaging. Each box includes a packing list showing item numbers, descriptions, quantities and the shipping method. The packing list does not show prices.
When you are charged
Your card is charged in full when you place your order, for the product total, shipping and any sales tax shown at checkout. There are no later charges. If an item cannot be shipped, or an order is canceled before it ships, we refund what you paid for it to the same card.
Expected delivery timeframe
| Step | Timeframe |
|---|---|
| Payment | Card charged when you place your order |
| Processing | Within 1 business day of payment |
| Processing to ship-out | Within 1 business day after processing (most in-stock orders ship within 2 business days of payment) |
| In transit | 1 to 7 days after shipping, depending on the service and your location |
| Expected delivery | 3 to 9 business days from the day you order (in-stock items, standard shipping) |
Processing and shipping times
Every order goes through three steps. Business days are Monday through Friday, excluding U.S. federal holidays.
- Processing: within 1 business day of payment. After your payment is confirmed, we check your order and send it to our fulfillment partner’s warehouse within 1 business day. Orders paid on a weekend or holiday are processed the next business day.
- Shipping: within 1 business day of processing. Once your order has been processed, the warehouse packs in-stock items and hands them to the carrier within 1 business day. Together, that means most in-stock orders ship within 2 business days of payment.
- Delivery: 1 to 7 days in transit, depending on the shipping service and your distance from the warehouse — see Carriers and delivery times below.
We email you a tracking number when your order ships. If you have not received a shipping confirmation within 3 business days of payment, contact us and we will check on it.
Carriers and delivery times
We ship with USPS, UPS and FedEx. Unless you choose a faster option at checkout, your order goes by the lowest-cost service, which is usually USPS Ground Advantage, USPS Priority Mail, UPS Ground or FedEx Ground. Standard shipping typically takes 1 to 7 days in transit, depending on the service and your distance from the warehouse. Delivery times start when your order ships, not when you place it. They are estimates, not guarantees: carrier delays, weather and holidays can add time. If faster shipping is offered at checkout, it speeds up delivery once your order has shipped.
Shipping charges and taxes
Shipping charges are calculated at checkout from your delivery address and the shipping method you choose. Sales tax is added where required by law. Any shipping promotions are shown at checkout.
Deliveries and signatures
Packages delivered to homes are normally left at your door without a signature, so please make sure your package can be received safely. Once the carrier records a package as delivered, we treat it as delivered — see “Package shows delivered but you did not receive it” below.
More than one package
An order can arrive in more than one box, or on different days, and each shipment has its own tracking number. Please check your shipping emails before reporting a missing item.
Tracking
We email your tracking number when your order ships. It can take until the end of the shipping day for tracking to appear on the carrier’s website, so check again later before contacting us.
Address accuracy and P.O. boxes
Please double-check your delivery address before you order — we cannot change an address once an order has shipped. The carrier is chosen for best rate, and some carriers cannot deliver to P.O. boxes, so please use a street address wherever you can.
Out-of-stock items
Inventory can change between the time you order and the time our fulfillment partner packs your order. If something you ordered is unavailable, we will email you with your options:
- ship the items that are available now, and the rest when they arrive;
- cancel the unavailable item, ship the rest, and refund the item you are not getting; or
- cancel the whole order for a full refund, if nothing has shipped.
We never substitute a different product without your approval.
Changing or canceling an order
Orders are sent to our fulfillment partner automatically soon after payment is confirmed, so contact us right away — ideally the same day — if you need to cancel or change something. If your order has not shipped, we will do our best to cancel or change it. Once an order has shipped it cannot be canceled, and the returns section below applies. Changes requested after the first day may not be possible.
Returns and refunds
All sales are final. For reasons of hygiene, health and safety, we cannot accept returns or exchanges, and we do not give refunds for a change of mind, preference, color or appearance. This applies to opened and unopened items, because once an item leaves the warehouse it cannot be resold.
There are exceptions. We will make it right if your order:
- contains an item that is defective — it does not work because of a manufacturing defect;
- contains an item that is damaged, including damage in shipping;
- is wrong or incomplete because of an error by us or our fulfillment partner — the wrong item was sent, or an item is missing from the shipment; or
- is lost in transit.
Something wrong with your order?
Defective, damaged, wrong or missing items
Contact us within 30 days of the delivery date — the sooner the better. Please include:
- your order reference and the item or items affected;
- a short description of the problem;
- for a physical defect or damage, clear photos or a short video showing it (and photos of the shipping box and label if the box arrived damaged); and
- the packaging, if you still have it — please keep it until we have resolved your claim.
What happens next:
- Defective or damaged item: we will send a replacement of the same item at no cost to you. If the same item is no longer available, we will refund the item instead. You will not need to send the defective item back — we will tell you to throw it away.
- Wrong or missing item: we will ship the correct item at no cost to you, or refund the item and any shipping charged for it. If we need the wrong item sent back, we will give you instructions first and cover the return shipping.
We can only replace an item with the same item — we cannot exchange it for a different product. If the box arrives visibly damaged, photograph the box, the label and the item before you discard anything; we will handle any claim with the carrier.
Package is late or lost in transit
If tracking has not updated for several days, or your package has not arrived when expected, contact us and we will open an inquiry with the carrier. If the carrier confirms the package was lost in transit, we will ship a replacement or refund your order, including shipping.
Package shows delivered but you did not receive it
Please check around your delivery location, ask other people in your household and your neighbors, and allow a day or two for the carrier’s records to catch up. If it still has not turned up, contact us within 7 days of the delivery date shown in tracking. We will open an inquiry with the carrier and help however we can. Because packages are left without a signature, we cannot promise a replacement or refund for a package the carrier shows as delivered.
Returns sent without authorization
Please do not send anything back to us, to a return address on a package or packing list, or to our fulfillment partner unless we have given you written return authorization. Unauthorized returns are not accepted: they are discarded when they arrive, and no refund or credit is issued.
Undeliverable addresses
If a package is returned to us because the address was incomplete, incorrect or undeliverable — or because it was refused or never picked up — we will contact you. We can ship it again to a corrected address (you pay shipping again), or cancel the order and refund it less the original shipping charge and a restocking fee of up to 20% of the product price.
Shipments held or seized by authorities
We are not responsible for a package that is held, seized, confiscated or destroyed by government officials. If officials return a shipment to us and the products are undamaged and can be restocked, we will refund the product price. Shipping charges are not refundable in that case.
How refunds are issued
Approved refunds go back to your original payment method within 5 business days of approval; your bank or card issuer may take additional time to post it. Original shipping charges are refunded only when the problem was caused by us, our fulfillment partner or the carrier — a wrong, missing, damaged or lost item.
Manufacturer warranties
Some products come with a manufacturer’s warranty; check the product packaging. The remedies on this page are what we offer ourselves.
Questions? Contact us. Our Terms & Conditions apply to every order.