FAQ
FAQ sur les paiements
1. I just placed an order, when will it be shipped?
Please allow up to 1-3 business days for processing your order. Orders are processed from Monday to Friday. We do not ship on Saturdays, Sundays, or holidays.After placing an order, we kindly request that you monitor your email closely, as we may require additional information to process your order.
2. How long does shipping take?
The average shipping time to the US is 14-28 business days after processing. For Alaska, Hawaii, US Virgin Islands, Northern Mariana Islands, and Marshall Islands, the average shipping time is 21-35 business days after processing.
Please note that there are certain situations beyond our control, such as natural disasters, holidays, and weather conditions, which may cause shipping delays. While most packages arrive on time, our carriers may experience unforeseen situations and delays. Therefore, we cannot guarantee exact delivery dates; the carriers are responsible for that.
We are not responsible for lost or stolen packages. Please contact your local post office for assistance with compensation.
3. How can I track my shipment?
You will receive a tracking number via email once your order is shipped.
4. Do you offer international shipping?
Yes, we ship internationally to selected countries.
5. What are the shipping costs?
Shipping costs vary based on location and shipping method; details are available at checkout.
6. Can I change my shipping address?
Contact customer support as soon as possible if you need to update your shipping address.
FAQ sur la livraison
1. I just placed an order, when will it be shipped?
Please allow up to 1-3 business days for processing your order. Orders are processed from Monday to Friday. We do not ship on Saturdays, Sundays, or holidays.After placing an order, we kindly request that you monitor your email closely, as we may require additional information to process your order.
2. How long does shipping take?
The average shipping time to the US is 14-28 business days after processing. For Alaska, Hawaii, US Virgin Islands, Northern Mariana Islands, and Marshall Islands, the average shipping time is 21-35 business days after processing.
Please note that there are certain situations beyond our control, such as natural disasters, holidays, and weather conditions, which may cause shipping delays. While most packages arrive on time, our carriers may experience unforeseen situations and delays. Therefore, we cannot guarantee exact delivery dates; the carriers are responsible for that.
We are not responsible for lost or stolen packages. Please contact your local post office for assistance with compensation.
3. How can I track my shipment?
You will receive a tracking number via email once your order is shipped.
4. Do you offer international shipping?
Yes, we ship internationally to selected countries.
5. What are the shipping costs?
Shipping costs vary based on location and shipping method; details are available at checkout.
6. Can I change my shipping address?
Contact customer support as soon as possible if you need to update your shipping address.
Politique de remboursement et de retour
1. Do you provide a warranty?
Yes, we provide a one-year warranty for all our toys. The warranty covers working parts that affect the function of the sex toy. It does NOT cover cosmetic deterioration caused by fair wear and tear or damage caused by accident, misuse or neglect. Any attempt to open or take apart the sex toy will void the warranty. You will have to provide order details, certain account details and proof of the issue (or return the unit to us) to redeem the warranty.
Lovense Sex Machine accessories – the Universal Power Adapter (not included in US packages) and Hex Wrench – are not covered by the warranty.
2. Can I cancel my order?
Orders are processed every hour, automatically. Once the information is sent to our shipping partner, it is difficult to stop the shipment and cancel the order. We will do our best to assist you with a cancellation, but it is difficult. Please take this into consideration when purchasing.
3. Can I return it if I don’t like it?
Due to health concerns, we don’t accept returns for refund or exchange purposes once the product has been used/opened. This is standard in the sex toy industry.
Having said that, if the product is defective, we can honor our one-year warranty after confirming your order information, certain account details, and the issue. If you have any problems, please contact us and we’ll do our best to assist your issues.
4. Can I return an unopened package?
We accept returns of unopened items within 30 days of purchase. Unopened means in the original packaging with the plastic seal intact.
Please contact support for return instructions. If the instructions are not followed, we cannot guarantee that a refund will be processed. Please note that the original shipping fee will be subtracted from the refunded amount.
5. Can I ship back an unopened box directly, without contacting you?
No. We need to be notified of any returns to ensure that the package is received and that a refund can be processed. Please contact support for return instructions. If the instructions are not followed, we cannot guarantee that a refund will be processed.
6. Which kind of Bluetooth can I buy if the original one has broken?
You should contact us if the original one arrived defective. If it’s a manufacturer defect we will replace it for you, if it’s a user-caused defect you can buy a replacement from us.
