Customer Service Frequently Asked Questions

For your convenience, we've provided answers to some of our most-asked customer service related questions below. If you don't find what you're looking for here, please send an email to cs@pinkcherry.com or call us toll free at 1-888-801-TOYS (8697) . We'll be glad to help out.

I just bought something from your site. How long will it take to arrive?
All orders are processed and shipped within 24 hours (in stock items only, check the item status on the product page) during the business week. Your order will be processed and shipped same business day if made before noon. Ship times are from 1 to 7 business days, depending on your location. Keep in mind that weekends and holidays, are not considered business days by PinkCherry, or our shipping partners.

Discreet shipping and billing is important to me. How will my order look when it arrives and what will show up on my credit card?
Discreet shipping is important to many of us. Your order will come packaged in a plain brown box. The shipping label will read TBMBM, which is our parent company. Below is a sample of an order ready to be shipped. Your credit card or Paypal account will be charged under the name TBMBM as well.

How much is shipping?
Shipping UPS Ground is free if your order is over $49 (before tax) otherwise it is just $9.99.

How do you ship?
We ship via UPS. Keep in mind that UPS does not ship to PO boxes. We provide shipping confirmation and tracking number via email the day your order ships. We do not offer express or rush shipping at this time but your product is shipped within 24 hours as long as it is in stock as indicated on each product page. The cost of shipping is calculated when you check out, it is based on your zip code.

What is your return policy?
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.

Defects
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please contact us at cs@pinkcherry.com to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.

How does your free double warranty program work?
PinkCherry stands behind the products that we sell by not only handling any warranty issues but also by doubling the manufacturer's warranty. Standard return policy applies as stated above under Defects, listed above.

Can I cancel my order?
In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.

I have a PinkCherry ad code (sometimes called a coupon code), where do I enter the PinkCherry ad code / coupon code?
Your ad code / coupon code can be entered in the shopping cart by click here. Once entered you will see the discount for the PinkCherry ad code / coupon code automatically applied to the total.

Do you ship to Hawaii, Alaska or APO's?
At this time we are unable to ship to the above areas. We are working with our shipping partners to provide affordable service to these areas, so please stay tuned!

What products do your sale restrictions include?
Currently the following manufacturers DO NOT allow any further discounting of their product prices unless it is exclusively mentioned for that brand of product.
Fleshlight
Fun Factory
Shunga
Magic Wand
Jopen 

How can I contact you?
You can reach us toll free by phone or email Mon-Fri 9am-5pm EST (excluding holidays)
Email: cs@pinkcherry.com
Phone: 1.888.801.TOYS (8697)

All charges are in US dollars. Canadian shoppers, please visit PinkCherry.ca to shop in Canadian dollars.