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Contact Questions

Here at thew KinkyToy.Store, we understand that returns are sometimes a necessary process when products are purchased online. With this understanding, we are happy to provide our customers with a Satisfaction Guarantee on our entire line of products. 


Questions, compliments and suggestions are invaluable in helping us serve you better. If you'd like to contact a representative, you can email us here.

We completely understand that ordering online can be a little bit tricky. Because of that, we have done our best to provide you with accurate pictures and detailed descriptions. The measurements that we show you are provided to us from their manufacturers and may vary slightly. We expect that you take the time to research your products before purchasing since we are not able to offer satisfaction guarantees.

If you have ANY questions regarding the size or performance of your toy, please contact our very friendly and knowledgeable Care staff either by phone, email or chat. 

Because of the intimate nature of the items we sell, we are unable to return or exchange purchased toys and 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.

Manufacturer Defectives (must be reported within 30 days)

In the event that you receive a defective item out of the box, please contact us and include your order # and defect description.

Once we establish a defective product, we will offer you a KinkyToy.Store gift card for the full value of your item to be used towards any future purchase on KinkyToy.Store . This unique gift card can be used towards any item(s) on our site, even over multiple transactions and will never expire.

After 30 days please refer to the *manufacturer’s warranty list.

We do not request that the item be returned unless further communicated from our returns department. It is at the discretion of KinkyToy.Store  to request proof via digital photo of damaged or defective item.

Once investigated and justified, we will correspond. If the item warrants being returned you must return it via UPS or USPS.

This policy is for unused defective items only. We do not accept items ordered incorrectly or that have been utilized due to the nature of such products.

*A manufacturer’s warranty offers more extensive product warranties when you register with them and are included with many products. Products that are defective after the 30-day return period, and within the manufacturer’s warranty period, should be sent directly to the manufacturer with a copy of your receipt enclosed.

Returned/Refused

These orders never made it to their destinations, 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 credit.
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.

Wrong Item/Shortages (Must be reported within 48 hours of receiving your order)

If you receive the wrong order or an incorrect item please email admin@kinkytoy.store  with your order # and explain your issue.
We will reship the correct items.

Lost/Stolen

We are not responsible for orders once they have left our warehouse.
If there is a tracking #, then the order has been put on a skid and has left our building
 If the order does not make it to its destination or is late, customers are responsible for contacting the carrier and filing claim.
 

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 here.

To initiate a return or exchange, you will need to contact us to request an RMA (Returned Materials Authorization). Please contact us via our web form to obtain approval for your return. For faster service, please include the following information when requesting for an RMA: 

       • customer name, 
       • invoice number, 
       • serial number,
       • and nature of the return. 

ALL RETURNS MUST HAVE AN APPROVED RMA NUMBER. 

You will then be supplied with an RMA number allowing the return. 

If you choose to return an item, you will be responsible for shipping charges to the KinkyToy.Store  We strongly recommend that you fully insure your return shipment in case it is lost or damaged by the carrier. We also recommend that the carrier you choose is able to provide proof of delivery for your protection. ALL RETURNS MUST HAVE THE RMA NUMBER WRITTEN ON THE BOX

All products returned MUST be 100% complete, contain ALL original boxes and packing materials, have original UPC codes on the manufacturer boxes, contain all manuals, blank warranty cards and other accessories and documentation provided by the manufacturer. Any product returned that is not in the original condition when it left our warehouse, will be subject to being returned to you. 

We will send you the return address as part of our RMA.

You will be notified by email by our Customer Service Department once the return has arrived to our warehouse and has been processed by our Returns Department. 

Store credit will be provided when the item returns and has been processed by our Returns Department (minus a 20% restocking fee). 

ALL UNAPPROVED RETURNS, OR, RETURNS WITHOUT THE APPROVED RMA NUMBER WRITTEN ON THE BOX, WILL BE RETURNED TO YOU

If you receive a defective item, you may return it within 30 days from receipt of delivery. Our Customer Service Representatives will work with you on a solution by replacing the item with the same item, or, will provide store credit for the price paid for the product. 

If a replacement is desired, the defective item will be replaced upon validation of defect. The KinkyToy.Store reserves the option as to whether we will need to have this item returned for validation. Our Customer Service Representatives will help guide you through the process.

Defective item replacement: The KinkyToy.Store will cover the shipping cost of the replacement item back to you.

Defective item credit:  store credit for defective items will include the product cost and the original shipping charge upon proof of defect.

Shipping Questions

95% of our orders are shipped on the next business day. Weekend orders and/or orders that have custom or temporarily out-of-stock items may be slightly delayed. Our standard ground shipping takes 3-7 business days for the continental United States. Second day Air UPS is also available. 

Orders received before 1 p.m. Pacific Time (GMT-8), Monday through Friday (except on US holidays), will be processed the same day. Orders received after the 1 p.m. cutoff time will be processed the next day. If the next day is a Saturday, Sunday or US holiday, the order will be processed the next business day. We will send you an order confirmation when we process your order.

All our orders are shipped discretely for your privacy. We use plain brown boxes, UPS or USPS priority boxes. If you order via credit card, KTS or Toy Store will also appear on your statement.

Ship Methods to Canada

USPS

     • USPS shipments to Canada are approximately 7-9 business days in transit.

     • This is the only ship method that delivers to a P.O. Box location within Canada.

     • Tracking information is not provided with USPS shipments to Canada.

     • This method may not always be available due to weight and value restrictions.

     • Customs inspections might slightly delay the delivery of shipments from the US into Canada. Customs and duties fees may be applied to the recipient by Canadian Customs/ Border Inspections.

     • The KinkyToy.Store is not responsible for these charges.

*Please Note: The following UPS ship methods do not deliver to P.O. Box locations.

UPS Standard

     • Standard UPS shipments to Canada are approximately 6-8 business days in transit.

     • This method does not deliver to P.O. Box locations.Customs inspections might slightly delay the delivery of shipments from the US into Canada.

     • Customs and duties fees may be applied to the recipient by Canadian Customs/ Border Inspections.

     • The KinkyToy.Store  is not responsible for these charges.

UPS Worldwide Expedited

     • UPS Worldwide Expedited shipments to Canada are approximately 3-5 business days in transit.

     • This method does not deliver to P.O. Box locations.

     • Customs inspections might slightly delay the delivery of shipments from the US into Canada. Customs and duties fees may be applied to the recipient by Canadian Customs/ Border Inspections.

     • The KinkyToy.Store  is not responsible for these charges.

Ship Methods to International Locations (Outside the U.S. and Canada)

*Please Note: The following UPS ship methods do not deliver to P.O. Box locations.

UPS Worldwide Expedited

     • UPS Worldwide shipments to international locations are approximately 3-5 business days in transit.

     • Does not deliver to P.O. Box locations.

     • Customs inspections might slightly delay the delivery of shipments from the US into international locations. Customs and duties fees may be applied to the recipient by International Customs/ Border Inspections.

     • The KinkyToy.Store  is not responsible for these charges.

UPS Worldwide Express

     • UPS Worldwide shipments to international locations are approximately 2-3 business days in transit.

     • This method does not deliver to P.O. Box locations.Customs inspections might slightly delay the delivery of shipments from the US into international locations.

     • Customs and duties fees may be applied to the recipient by International Customs/ Border Inspections.

     • The KinkyToy.Store  is not responsible for these charges.

Yes, we ship many packages internationally. Orders under $200 are shipped through the United States Postal Service and range from $19-38. Orders over $200 are shipped through UPS with rates starting at $40.

At checkout you will be given the exact shipping costs and options. Most orders will arrive within 1-2 weeks. Occasionally some packages will be stopped/delayed by customs and a custom fees may apply.

Please note that we do not issue refunds for seized items not returned to us by customs. This is very rare but can happen.


We are notable to ship to the following countries:

     • Maldives. 

     • Saudi Arabia. 

     • The United Arab Emirates. 

     • Thailand. 

     • Vietnam. 

     • India. 

     • Malaysia. 

     • The United States (Alabama) 

All import duties, tariffs and taxes are the responsibility of the customer.

International Shipping Methods

For international orders, we ship via United States Postal Service Air Priority Mail or UPS. International shipping starts at $14.95 and is based on the weight and value of your order. Generally international shipments take 3-8 business days from day of shipment unless Customs causes a delay for some reason (see Customs below).

Customs

Please note that customs officials of any country are authorized to, and sometimes do open packages for inspection. We cannot accept responsibility for any orders delayed, confiscated or seized by foreign customs or governments. 

Please be aware that we will not issue refunds/credits for seized items that are not returned to us.

Contact customs officials in your country for the best information on how your order will be handled by them.

Duties

Customs duties may or may not be imposed by customs officials in your country. These fees are your responsibility, and are not included in our shipping charges. Our customers tell us that fees are not collected consistently on small parcels. For International Express shipping, brokerage fees are included with the cost of shipping. This fee does not cover any duties or taxes imposed by your local government. There may also be a nominal fee assessed for orders that contain more than 5 harmonized codes. The shipping charge currently includes the first 5 harmonized codes per order, any amount over 5 there is a 3 USD fee per line item that will be charged at delivery. 

Also, we legally have to include a description of the contents on all international orders. Our descriptions are truthful but generic, not-sexually-related descriptions. For example, rubber plug, leather bracelets, jewelry, etc.

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

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 request from shipper and is about to pick up the shipment.

     In Transit                               Carrier has accepted or picked up shipment from shipper. The shipment is on the way.

    Out for Delivery                    Carrier is about to deliver the shipment, or it is ready to pickup.

     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.

Payment Questions

The KinkyToy.Store currently accepts Visa, MasterCard, Discover, and American Express for all orders.

Yes! The KinkyToy.Store understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access. 

Yes, shopping at the KinkyToy.Store is safe. Every credit card purchase on the KinkyToy.Store  is covered by our KinkyToy.Store  Safe Shopping Guarantee. See guarantee details below.

SAFE SHOPPING GUARANTEE
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, KinkyToy.Store will cover the entire liability for you, up to the full $50.00. KinkyToy.Store will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at KinkyToy.Store while using the secure server.
In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

Website Security Questions

Yes! Our awesome security staff go to great lengths to ensure the safety of our customers’ payment information. Not only are we PCI compliant and encrypt connections using SSL technology, we also encrypt payment information traveling within our company as well. All payment information is encrypted while in storage within a network that is firewalled off from the rest of the company and the internet. 

Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. To confirm that it is a secure connection, you should see the https://www.kinkytoy.store/.... in the URL. The “https” indicates that it’s using SSL. Furthermore, you should see a green lock at the bottom left  and top left corner of of our site.

Secure Sockets Layer (SSL Technology)

The KinkyToy.Store  uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions. All of the forms on our site are secured with SSL technology so your personal information stays safe and out of malicious hands.


INDUSTRY STANDARD FIREWALLS

The KinkyToy.Store servers are protected by secure firewalls—communication management computers specially designed to keep information secure and inaccessible by other Internet users. So you're absolutely safe while you shop.

SSL Technology, Trustwave, and Industry Standard Firewalls all work together to ensure your privacy and to assist in protecting your personal data.

PRIVACY POLICY

The KinkyToy.Store doesn't like it when someone gives away our personal information and neither do you! That's why we don't rent, sell or share your personal information with anyone. Our Privacy Policy details how your personal information is collected and how your personal information may be used.

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