What is your return policy?
- If you aren’t happy with your order, just contact us within 60 days. We won’t make it difficult, we’re here to help.
- To start a return, head to our Return Portal, enter your order information, and follow the prompts.
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Manufacturing Defects: If a product arrives damaged or defective, we will replace it at no charge. Start a claim through our Return Portal within 60 days and select the reason that fits, and we'll take care of the rest.
- Not Eligible for Returns: Lube, soap, pins, gift cards, merch, and Sex Journal.
What is Checkout+?
Checkout+ is an optional add-on you can select at checkout that covers your return shipping. If you need to send something back, your return shipping label is on us — no extra label fees.
A few things to know:
- Checkout+ cannot be canceled or refunded after purchase, and it won't be included in refund or store credit amounts.
- Coverage can't be added to an order after it has been placed.
Can I cancel my order?
Cancelations are only guaranteed within 1 hour of placing your order. If you need to cancel, contact us here and select Cancelation Request. Make sure to include your order number in your subject line and message.
Can I change my shipping address after purchasing?
Like cancelations, changes in shipping address are only guaranteed within 1 hour of placing your order. If you need to change your shipping address, contact us here and select Cancelation Request. Make sure to include your order number in your subject line and message.
What if my package is lost or stolen?
You'll receive a tracking number via email once your package ships. Note that tracking information does not start to update until the package has arrived at the carrier's processing center, and in most cases, packages marked delivered still arrive within a week.
If your package is lost/stolen/ or damaged, you can file a shipping claim through our returns and claims portal here. What happens next depends on whether your order included Protected Checkout:
If you purchased package protection through Protected Checkout, you're guaranteed a resolution. Just file your claim and choose a refund, store credit, or a same-item replacement.
If you didn't add Protected Checkout to your order, you can still file a claim and we'll submit it to the carrier on your behalf. Please note that reimbursement depends on the carrier approving the claim, if the claim is denied, we're unable to offer a refund or replacement. For this reason, please make sure your address has a secure point of delivery, as we can't take responsibility for packages lost or stolen after being marked delivered by the carrier.
Questions, or a situation that doesn't fit neatly into the above? Contact us so we can look into this further for you.
