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Returns, Refunds, and Discreet Packaging

 

IMPORTANT SHIPPING INFO

Your privacy and happiness is very important to us. As a result, we deliver all of our orders in 100% discreet packaging and strive to get your orders to you as quickly as possible. We offer multiple courier options including FedEx, USPS, and UPS.

  • Orders placed before 3 PM EST on Monday through Friday are shipped the same day
  • Non-rush orders placed after 3 PM EST on Sunday through Thursday will ship the next day
  • Rush orders (express or overnight) placed M-F as late as 3 PM EST will be shipped that day, and can only be guaranteed if the order is placed over the phone (call 1-800-918-6308)
  • Rush orders (express or overnight) placed after Friday at 3 PM EST and on Saturdays will ship on Monday (except holidays)
  • Priority, Express, and Overnight shipping options - depending on your metro area, most rushed packages deliver on Saturdays.

Holiday's & Shipping

We work around the clock to deliver your packages to you as quickly as possible. As a result, orders can be placed on our site 24/7, and 365 days out of the year! That being said, our couriers need a rest sometimes, and delivery may be delayed on the following holidays:

  • New Year’s Day
  • Martin Luther King Jr’s Birthday
  • Washington’s Birthday (President’s Day)
  • Memorial Day
  • Independence Day
  • Labor Day
  • Columbus Day
  • Veterans Day
  • Thanksgiving
  • Christmas Day

DELIVERY OPTIONS AND PRICES FOR USA and CANADA

USA SHIPPING OPTIONS

USA Shipping Options (Contiguous US Only)
Cost
Free if you spend over
UPS/USPS Standard (3-5 business days)
$4.98
$50
USPS Priority Shipping (2-3 business days)
$12.00
USPS Express Expedited Shipping (1-2 business days)
$19.99
Premium Next Business Day Delivery (On orders before 10AM EST  M-F)
$49.99

CANADA SHIPPING OPTIONS

Canada Shipping Options
Cost
Canada UPS Standard (4-7 Days)
$4.98
Canada UPS Express (1-2 Days + Customs)
$28.00

INTERNATIONAL DELIVERY OPTIONS AND PRICES

If you’re shipping to a location outside the US or Canada we offer both an economy and express international delivery option.  

INTERNATIONAL SHIPPING OPTIONS

International Shipping Options
Cost
International Standard (8-12 Days + Customs)
$18.00
International Express (5-8 Days + Customs)
$58.00

We may have one additional day processing time for Asian or rural addresses, as couriers have a lot of difficulties delivering packages to these locations.  Depending on your country, and the sensitive nature of our products, orders may also have trouble making it through customs.

International orders may also be subject to import duties or taxes. We have no way of knowing beforehand the border crossing fees and taxes.  As a result, we assume no responsibility for these fees and we recommend customers call their local border authorities before placing an order to inquire as to any possible fees.

Customers are responsible for all applicable laws and legal regulations of the country to which their order is shipped too. We are not liable or responsible for customers who break these laws.

For these reasons, we reserve the right to cancel any order and provide a full refund.

DISCREET SHIPPING/BILLING

Simple brown boxes and plain envelopes are used for all deliveries. The shipping labels and return address are for our warehouse addresses and do not indicate the contents or origin.  All billing is done under our anonymous company name MBS Retail Ltd. (For North American customers the credit card line may show as either "MBS Retail Ltd." or "SP International Ltd.")

TRACKING MY ORDER

Free tracking is included for all orders placed in the United States and Canada. FedEx, USPS, and UPS. Within 12-48 business hours of placing your order, you’ll receive an email including your tracking details and status of your order.

There are multiple ways to track your order.

1. Go to our Account page by clicking here, then click on your order number, which should take you to a page like the one below:

Then just enter your tracking number for the order, which you've received in your email, and voila, all of your tracking information will be here.

2. Simply go to our tracking page by clicking here, and enter your tracking number.

3. You will continue to receive emails giving live updates as your shipment makes its way to your door.  We send notification emails of your orders shipment progress at the following delivery milestones:

Shipping Email Update:
Description:
Info Received
Carrier has received a request from the shipper and is about to pick up the shipment.
In Transit
Carrier has accepted or picked up the shipment from the shipper. The shipment is on the way.
Out for Delivery
Carrier is about to deliver the shipment, or it is ready to pick up.
Failed Attempt
Carrier attempted to deliver but failed, and usually leaves a notice and will try to deliver again.
Delivered
The shipment was delivered successfully.

RETURNS, REFUNDS, and REPLACEMENTS

100% Satisfaction Guarantee - Updated June 2018

If within 60 days, you're not completely happy with the product you ordered OR it has a defect, we will either give you your money back, issue a store credit, or replace the item, depending on the case.

Just call us at 1-800-918-6308 and mention our 100% Satisfaction Guarantee and we will give you various options to make sure you are satisfied.

Below you can find a summary of our returns policies.

Simply Unhappy*

  • If you have OPENED your product and are not happy with it, let us know.
  • Typically, we will offer you a gift card worth 60% of the product value (because it's been opened and we cannot restock it) and may or may not require that you return the item.

*Simply Unhappy policy only applies to orders up to and including $300.

Manufacturer Defectives*

  • In the event that you receive a defective item out of the box or the product was definitely not as advertised, please email care@simplipleasure.com and include your order # and defect description.
  • Once we establish a defective / misrepresented product (often through a digital photo), we will either offer you a Simpli Pleasure gift card for the full value of your item to be used towards any future purchase on simplipleasure.com or offer you a replacement of the item you purchased.
  • We typically do not request that the item be returned unless further communicated from our returns department. It is at the discretion of Simpli Pleasure to request proof via digital photo of the damaged or defective item or that the item be returned.

*The manufacturer’s warranty may offer a more extensive product warranty and are included with many products. We advise that you register your product with your manufacturer and always check their policies as well.

Returned to Sender

  • These orders never made it to their destinations because the address was incorrect or the package did not fit the receptacle.
  • We will inspect these returns and if they are viable for resale we will issue a credit or a refund.
  • If products are not viable for resale due to damage from shipping errors no credit will be issued as we have to discard the product.
  • It is your responsibility to provide us with the correct shipping address.

Wrong Item/Shortages

  • If you receive the wrong order or an incorrect item, or an item you ordered is out of stock, please email care@simplipleasure.com with your order # and explain your issue.
  • We will reship the correct items and let you keep the incorrect item, on us!
  • If your item was out of stock, we will either issue you a refund or send you the item as soon as its available.
  • It’s important this issue is reported within 48 hours of delivery, and the incorrect item is unopened.

Lost/Stolen Items

  • We are not responsible for orders once they have left our warehouse, especially if an item was lost in delivery or stolen from the recipient’s doorstep. However, we understand that these situations are frustrating, and we want to make sure you are happy.
  • If the order does not make it to its destination or is late, customers are responsible for contacting the carrier and filing the claim with them.
  • We also encourage you to call us and report the issue to see if there is anything we can do to help.

If you're on this page, we assume that something has probably gone wrong with something that you ordered from us, so we'll do the best that we can to make things right! When in doubt, contact one of our friendly customer care representatives at care@simplipleasure.com



How do you measure your toys?

We typically provide four (sometimes more) measurements for our toys.

Length: The vertical length of the toy from the two farthest reaching points

Insertable Length: The length of the toy designed to be safely inserted

Width (or diameter): The distance across the toy's girth

Girth (or circumference): Our measure of a toys thickness, in circumference

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