Support

Returns, exchanges and order changes

Something not right? Here is what you can send back, how to do it, and how to change or cancel an order.

Start a return
  • Adult toys are final sale Opened or sealed, adult toys can't be returned or exchanged.
  • 30 days to ask Unopened, unused apparel and accessories can be returned case by case within 30 days of delivery.
  • Defects are covered If something arrives defective, reach out and we'll get you back to enjoying your toys.

What can be returned

Case by case

Apparel, accessories and other items that aren't adult toys.

  • Unopened and unused, with original tags and packaging
  • Return requested within 30 days of delivery
  • Approved by us before you send it

Defective items

Covered for everything we sell, adult toys included.

  • Arrived damaged, defective or not working
  • Message us with your order number and a photo or short video
  • We'll get you back to enjoying your toys

Final sale

For health and hygiene reasons, these can't be returned or exchanged.

  • All adult toys, opened or not
  • Anything opened or used
  • Gifts bought from a Gift-It List

How returns work

  1. Message us

    Use the contact form or My Account > Orders > Get help. Include your order number and the item.

  2. We review it

    Every return is approved case by case. We'll reply by email with the next steps.

  3. Send it back

    If we approve it, pack the item with everything it came with and ship it within 30 days.

  4. We inspect it

    When it reaches our warehouse, we check that it's unopened and unused.

  5. Get your refund

    Refunds go back to your original payment method within 7 days of inspection.

Changes, cancellations and problems

Change or cancel an order

Message us as soon as you can with your order number and what you need: a new address, a different size or item, or a cancellation.

If your order hasn't shipped yet, we'll do our best to update or cancel it. Once it ships, it can't be changed or cancelled.

Change or cancel

Defective, damaged or wrong item

Message us with your order number, the item, and a photo or short video of the problem. We'll get you back to enjoying your toys.

Report a problem

Exchanges

Need a different size or color in apparel or accessories? Message us within 30 days and we'll see what we can do. Adult toys can't be exchanged.

Ask about an exchange

Common questions

Why can't I return an adult toy?

For health and hygiene reasons, all adult toys are final sale, even if they're unopened. If a toy arrives defective, we'll still help.

What if my item is defective?

Reach out with your order number, and a photo or short video if you can. We'll get you back to enjoying your toys.

What about the maker's warranty?

Many brands, like LELO, offer their own warranty. For a warranty claim, contact the brand directly. Not sure who to contact? Message us and we'll point you to them.

What if I send something back without approval?

Returns we haven't approved are sent back to you, with no refund or store credit. Always message us first.

Do I pay for return shipping?

If we approve your return, we'll email you instructions for sending it back.

How long does a refund take?

Once your return reaches us, we inspect it. Refunds go back to your original payment method within 7 days of inspection.

Can I return a Gift-It gift?

No. Gifts bought from a Gift-It List can't be returned or refunded.

Ready to start?

Send us your order number and what you want to return, exchange or change.

Contact us