Customer Service Frequently Asked Questions
For your convenience, we’ve provided answers to some of our most-asked customer service related questions below. If you don’t find what you’re looking for here, please click here to contact us. We’ll be glad to help out.
I just bought something from your site. How long will it take to arrive?
All orders are processed and shipped within 24 hours (in stock items only, check the item status on the product page) during the business week. Your order will be processed and shipped same business day if made before 9 am PST. Keep in mind that weekends and holidays are not considered business days by Sex Toy Shoppping, or our shipping partners.
|Standard Shipping||7-10 Business Days|
|UPS Ground||5-7 Business Days|
|UPS 2 Day||1-2 Business Days|
|USPS Priority Mail||5-7 Business Days|
How do you ship?
We ship via UPS & USPS. Keep in mind that UPS does not ship to PO boxes. We provide shipping confirmation and tracking number via email the day your order ships. The cost of shipping is calculated when you check out, it is based on your zip code.
Discreet shipping and billing is important to me. How will my order look when it arrives and what will show up on my credit card?
Discreet shipping is important to many of us. The shipping label will read Realnet1, which is our parent company. Below is a sample of an order ready to be shipped. Your credit card or Paypal account will be charged under the name Realnet1 as well.
How does your 110% guarantee work?
PinkCherry offers you the best service and price for sex toys on the Internet. To ensure you get both, our 110% guarantee gives you back 110% of the difference if you find a lower price. For example, if the price difference was $10.00, you will get the $10.00 off the price plus another $1.00. Please note that the 110% guarantee only applies to in-stock items of the same model number from an authorized retailer. If you find a lower price please contact us.
33 Day Price Match Guarantee.
Should you find a better price on anything you buy from Sex Toy Shopping within 33 days contact us with the website where you found the better price (must be an authorized retailer) and we will MATCH their price and refund you the difference.
What is your return policy?
Because of the intimate nature of the items we sell, we are unable to return or exchange products unless defective. This is for the health, safety and peace of mind of our customers. Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable.Once these items leave our warehouse, they are considered used, and therefore cannot be returned.
This includes, but is not limited to:
- vibrators and dildos
- douche/enema kits
- anal toys, beads and plugs
- cock and ball devices, cock rings and cock sleeves
- gags and ropes
- lingerie and men’s wear
Lubes, massage oils, condoms, and body paints are also not returnable.
What if an item is defective?
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please click here to contact us, to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
Can I cancel my order?
In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.
I have a Sex Toy Shopping coupon code, where do I enter the Sex Toy Shopping coupon code?
Your coupon code can be entered in the shopping cart by clicking here. Once entered you will see the discount for the PinkCherry coupon code automatically applied to the total.
Do you ship to Hawaii, Alaska, PO Boxes or APOs?
We ship to Hawaii and Alaska but are not able to offer any Free Shipping. Rates are shown on checkout. APOs and PO Boxes are not an accepted shipping method at this time.
What products do your sale restrictions include?
Currently the following manufacturers DO NOT allow any further discounting of their product prices unless it is exclusively mentioned for that brand of product:
How We Measure
The length measurement indicates the entire length of the toy, from top to bottom including any handles and bases. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy’s head and extend it to its base. Do not curl the measuring tape over the base.
The width measurement indicates the horizontal diameter of the toy’s surface at its widest point. With the toy placed on a seamless hard surface, place one end of the measuring tape flat across its widest point. Do not curl the measuring tape around the edges of the toy.
The insertable Length measurement indicates only the length of the insertable portion of the toy, excluding any surface that is not intended for penetration. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy’s head and extend it only to the end of the shaft. If your toy has a harness base, suction base, testicles, or a handle, it is not a part of the toy’s insertable length measurement.
The girth measurement indicates the circumference of the toy around its widest point. With the toy held upwards on a hard surface, hold one end of the measuring tape at the center of its widest point, and wrap it around the toy until you’re back where you started. Be sure not to overlap the measuring tape to get an accurate measurement.
How do I unsubscribe to the newsletter?
You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter
How do I reset my password?
You can reset your password by clicking on Login/Register at the top of the home page. Type in the email used to register your account and then click on reset password. The new password will be emailed to you.
Can I add an order to my account?
We cannot add orders to an account. You must be logged into your account while placing an order for information to be reflected on your account.
How do backordered items work?
Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.
Does Sex Toy Shopping have a store I can visit?
No. We are an e-commerce business only. All items are shipped directly from our warehouse. We are not open to the public.
Can I place my order over the phone?
All orders must be placed online. We can not place an order over the phone.
How can I place an order?
Once you’ve found the product you want to purchase, click the add to shopping cart button. Once you are done choosing the items, click the proceed to checkout button to fill in the information required. Choose your desired shipping and payment option. Once the order has been placed, you will receive a confirmation via email.
I want to cancel my order but it has already been processed
Unfortunately we are unable to cancel your order once it has been processed at our warehouse. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order.
How can I contact you?
You can reach us toll free by phone or email Mon-Fri 9am – 4:30pm EST and 10am – 4pm EST (excluding holidays)
How do Sex Toy Shopping Points work?
To collect Sex To Shopping Points please make sure you are logged in to your account or create an account when checking out. You will collect Sex Toy Shopping Points each time you purchase.
Sex Toy Shopping Points earned will vary depending on current promotions. When you redeem; each point is worth 1 cent. So 100 points equals $1.00 towards future purchases. To use your points
just login and you will see them in the Payment Method on Checkout.