Orders, Shipping & Returns

How to Place an Order?

Click on the product you want, clicks add to cart. Your cart will pop up then you can add more or you can add any discount code to your order. You should see this example page below.

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If you’re done with adding items to your cart then you can check out by selecting which payment method you would like to use and proceed from there.

 

 

What if An Item is Out of Stock?

We do our best to maintain accurate product availability. Occasionally items are ordered but go out of stock before they can be shipped. Inventory is fluid and changes frequently throughout the day.

If an item is out of stock, the warehouse will notify us after shipping all in-stock items. In some cases we may be able to send the out of stock item from a different warehouse where it is available. Please note that additional shipping charges will apply. If this is the case, we will contact you via email to ask how you would like to proceed.

If the item is completely out of stock, we will issue a refund to the payment source only that you used to place the order with. You will receive an automated email notification with notes detailing which item you were refunded for.

If you are placing a large order, we strongly suggest contacting us at sensuousplayroom@live.com with a list of the SKUs you would like to order. We'd be happy to assist by checking stock counts so as to help reduce out of stock cancellations.

Restock dates vary. We are happy to check for an ETA (if one is available).

 

I NEED MY DELIVERY QUICKLY

 

Please note if you require that your delivery get to you for a specific time or date. Please leave us a note to contact you or your delivery will go out as usual. Please leave us a contact information that we can text, or call or email. We understand that during this time everyone is busy, but if we do not hear from you within a certain time frame. We will continue to send out your package as regular 1-3 business days. Also note you will have to pay however you want that package to go out.  We do not OFFER Free Shipping on any order that needs to arrive at a destination day or time.  

WHY DO I HAVE MUTIPLES TRACKING #

The reason you may have gotten multiple tracking #s are, we do have multiple warehouses in different state locations. If we do not have that item, we will see who is closest to your location to ship out that product. If it becomes that one warehouse has one item but the other has the other we will rather send you different packages to make sure that your order is filled and you are not disappointed in not receiving your item you requested and paid for. There are also times when we are out of stock on an item across the board but we deal with that accordingly. 

 

IN-STORE VERSE OTHER CATERGORY LINKS

When you see the In-Store Category that means everything we have in stock is inside store and can be picked up at store location. We also offer delivery in our specific areas as well as we have specific delivery times. (Please check to make sure it’s not sold out)

WHAT DOES THESE STORE STATUS MEAN

Awaiting Payment- Customer has completed checkout process, but payment has yet to be confirmed.

Awaiting Fulfillment- Customer has completed the checkout process and payment has been confirmed.

Awaiting Shipment- Order has been pulled and packaged, and is awaiting collection from a shipping provider.

Awaiting Pickup- Order has been pulled, and is awaiting customer pickup from a seller-specified location.

Partially Shipped- Only some items in the order have been shipped, due to some products being pre-order only or other reasons.

Completed- Customer has picked up their product at store location.

Shipped- Order has been shipped, but receipt has not been confirmed; seller has used the Ship Items action.

Cancelled- Seller has cancelled an order, due to a stock inconsistency or other reasons. As long as the product has not been sent to shipping dept.

Refunded- Seller has used the Refund action, due to a product not in stock and no other product can be replaced. Once in Awaiting Shipment status there will be no refund.

Partially Refunded- Seller has partially refunded the order.

 

 

DO YOU DELIVER?

We do offer Free Delivery as long as your order is $50.00 or more

NOTE: ALL ORDERS WILL HAVE TO BE PAID IN FULL FOR US TO DELIVER. (DRIVER DOES NOT CARRY ANY CASH AND WILL NOT ACCEPT PAYMENTS OR TIPS)  

The Other Categories are products that can be ordered and shipped directly to your point of destination and will be 100% DISCREET. We have placed pictures of our Boxes and packages that are used.

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COVID-19 FAQ

Due to the ongoing COVID-19 situation, there have been some temporary changes. Please see below for the answers to frequently asked questions!

AFTER YOUR ORDER IS PLACED

When will my order ship?

The warehouses process orders as they come in, and the majority of orders are shipped in this time frame 1-3 business days.  Please note that during the holidays, Winters this timeframe may be longer.

Where is my order?


Please note that due to the ongoing pandemic, the shipping carriers are slower and none offer shipping time guarantees. They are still facing high volumes of packages, and more limited staffing as they work to keep their staff safe and healthy. We strive to get your packages out as soon as possible.

 PLEASE NOTE: WE DO NOT WORK FOR THE POST OFFICE OR AFFILIATED WITH THEM.

When your package leaves our facility and it is in the hands of the Post Office we have no leverage, or Power on anything they do. So please dont get Upset at our staff because your post office delayed your product or didn't leave product etc.... We have done our job and that was to mail your products to you in a timely manner. What we do suggest is to call your post office and speak with their Supervisor to track your package down. or put a claim in with them. Make sure you have all your information that they may ask.

The USPS has recently undergone some policy changes that are slowing down mail processing. As a result, shipments may take longer than usual to deliver, and packages may not scan as frequently. During this time, it is not uncommon for shipments to take longer than usual and/or to not scan at all until their destination city.

 

You can track your order using the carriers' websites, linked below. Select the carrier and input or paste the tracking number. Through these websites, you can also access the carriers' contact information so you or your customer can inquire directly with the carrier. Often, the carriers can provide more detailed information from their internal system, since once we release the packages to the carrier we have no knowledge from there on.

 

USPS: https://tools.usps.com/go/TrackConfirmAction_input

 

UPS, UPSMI, UPS SurePost: https://www.ups.com/track?loc=en_US&requester=ST/

 

FedEx: Fedex.com: https://www.fedex.com/apps/fedextrack/?action=track

 

Once packages are shipped, the items are out of our control. In the event a package is lost, as defined by the carrier, you will need to file a claim with the carrier, and time must be allowed for them to investigate.

 

Undeliverable Orders

Please take care in providing your shipping information. What you enter on your order is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 20% processing fee and no shipping refund will be issued. If you decide to have the product re-delivered to a different address (US addresses only), an additional shipping/handling fee of $10 will apply for US shipping addresses.

 

What is the current status of the warehouses?

 

All warehouses are currently open.

 

Please allow extra time for order processing. The warehouses are shipping as quickly as possible within the safety guidelines they must abide by. We appreciate your patience during this time.  The situation is very fluid and could change.

 

What if I can't find an item?

 

Inventory is fluid and changes quickly. Products are being stocked as quickly as possible, but in some cases, the manufacturers need extra time to send products to the warehouses.

 

If an item is out of stock at one location, it is possible that the item you are looking for is available at one of our other warehouses!   If you need assistance finding any products, please contact us at sensuousplayroom@live.com

 

 

For all other questions, please email sensuousplayroom@live.com.

(Please also check your spam folders for replies, as sometimes our emails get sorted into there!)

 

How do I track my order?

When your order is shipped, you will receive an email confirmation with your tracking number. You can also view your tracking information in your Order History. You can track your order using the carriers' websites, linked below.

 

(*Please note that tracking may take at least 24-48 hours after shipment to show updates online).

 

Select the carrier and input or paste the tracking number. Through these websites, you can also access the carriers' contact information so you or your customer can inquire directly with the carrier. Often, the carriers can provide more detailed information from their internal system.

 

USPS- https://tools.usps.com/go/TrackConfirmAction_input

UPS- https://www.ups.com/track?loc=en_US&requester=ST/

FEDEX- https://www.fedex.com/en-us/tracking.html?action=track

Which shipping carriers do you use?

 

We normally ship USPS but there are occasions that we have to ship your products via FedEx or UPS.

 

Can I make changes to an order already made?

 

Unfortunately, once an order transmits to the warehouse, we are no longer able to make any changes to the order, including canceling an order.

 

My order has been shipped, but I haven’t received it? 

You can track your order using the carriers' websites, linked below. Select the carrier and input or paste the tracking number. Through these websites, you can also access the carriers' contact information so you or your customer can inquire directly with the carrier. Often, the carriers can provide more detailed information from their internal system.

In the event an order is marked delivered, but has not been received, you should check with neighbors and the apartment office (if applicable). If you or your customer cannot locate the package, you should contact the local office of the shipping carrier with your tracking number, and ask them to open an investigation.

 Once packages are shipped, the items are out of our control. In the event a package is lost, as defined by the carrier, you will need to file a claim with the carrier, and time must be allowed for them to investigate.

 

What If My Package Has Been Tampered With?

Our boxes are sealed shut with plain brown packing tape. If you receive a package that looks like it has been opened and resealed. This means your order has been tampered with while in possession of USPS, UPS OR FEDEX. If you like, you can refuse delivery and then contact us for an exchange. You may accept the package as it might be fine, but if not, we can still help you, but please understand that problems with that order are probably the fault of UPS or USPS and not us. There are package that we ship from different locations that may or may not use brown packing tape). So please be aware there may be nothing wrong with your package. Contact us first at Sensuousplayroom@live.com

Do you ship worldwide?

 

We can ship worldwide apart from countries where adult products are prohibited. Please be aware that international shipments are subject to customs inspection in the destination country. Remember: We are not responsible for orders once they leave the warehouse;  We are not responsible for fees or duty requirements of the receiving country.  

 

International Orders

Customs departments in each country often have regulations that should be investigated before you place an order. In some cases, you may need to pay taxes/duties to your country's Customs Department. Also, some items may be prohibited/not allowed in certain countries.

Sensuousplayroom is not responsible for any additional expenses incurred or for the retention of your order by customs if it does not pass inspection and you will not be refunded. The customer is responsible for all expenses in these circumstances.

We cannot ship to the following countries due to laws by customs that prohibit the import of adult products:

  • Afghanistan
  • Bahrain
  • Egypt
  • Indonesia
  • Kuwait
  • India
  • Iraq
  • Iran
  • Kazakhstan
  • Malaysia
  • Namibia
  • Nigeria
  • Oman
  • Pakistan
  • Philippines
  • Qatar
  • Russia
  • Saudia Arabia
  • Thailand
  • Turkey
  • United Arab Emirates
  • Uzbekistan

 

Additionally, UPS will not ship our products to the following countries: (This list may change periodically, so the most up to date information is posted on the website link below):

  Bulgaria

  China

  Iceland

  India

  New Zealand

  Singapore

 

A good source of additional information may be this page on the UPS site which lists restricted import items by country.

Do you ship to military addresses?

 

Shipping to a military address (APO, FPO) works differently than regular shipping. The US Postal Service delivers directly to the military postal system and then they take over and deliver to the various military bases. Once the shipment leaves the US Postal Service, the shipment can no longer be tracked. Please be aware that the military may confiscate some items that do not conform to their list of accepted items. You can find further information on shipping to military addresses at USPS.com.

Please contact us at Sensuousplayroom@live.com to make sure all information is correct.

Do you offer Military Discounts?

Yes we do offer military discounts to the member and there dependent. We will require proof as a picture Id to make sure you are Military or the dependent. You will need to email it to Sensuousplayroom@live.com. Please note we are also a military family and all your information will be kept confidential. You then will receive a discount code to be applied to your order.

Return Policy

Due to the intimate nature of our products, we are unable to accept returns.

When you receive your package, promptly check the items to make sure the items are working. We are happy to replace items found to be DEFECTIVE (for the same product).  Due to the nature and usage of Adult Products, ALL SALES ARE FINAL and the warehouses do not accept returns.

Occasionally, manufacturers will have a requirement to receive defective items back. In the event an item needs to be sent in, we will notify you and ask that you include the following in your return package:

 

  • The packing slip
  • A note telling us what the problem was
  • If you do not include a note, you may not get a replacement, we need to know the reason we are replacing the item.

We have tens of thousands of products on our site. Some of the products have measurements and some do not. Please make sure the product you are ordering meets all of your requirements, including size, before placing your order. In the event a product does not match its description, please contact us at sensuousplayroom@live.com  with details and photos. The same is true for color as different monitors display colors according to user settings. Finally, manufacturers may change packaging styles before they update our images. The product is exactly has described, but the packing may look different. These are not cause for replacement.

 

WHY DON’T THE DISCRIPTION LOOK THE SAME

That is something everyone even I wonder some time, so let’s answer this simple question. The manufacture updates their products often and we are the last one to get the new product pictures. We occasionally have stock in the older version stock photo, and that will be sent out until we are sold out of them. Then we will bring in the newer updated product. This happens all the time. This is not a different product that you asked for. This is the same one but with the older picture. So next time you see something that isn’t what you have purchased, please contact us or look at the picture it’s probably the same just different packaging. We have no control over any of the manufacture packaging. We will also continue to sell all of our stock before getting the new look in stock.

 

PRIVACY

Your business is personal. We take every step to keep it that way.

 

You’re Security

We are not a bank, but we WILL treat your personal information as if we were. We use SSL (Secured Socket Layer) to encrypt the sensitive information you provide when placing an order. This is the same level of protection used by financial institutions worldwide to ensure that your banking details can be viewed safely online and we never share your credit card information. For more information, please view our complete privacy policy.


Discretion

Your products will be shipped in plain cardboard boxes. The originating address will be discreet also. If someone from Sensuousplayroom has to contact you by phone or text. If leaving a message for you (on a machine) they will say an order was placed and please give us a call back. We will not make any reference to what sort of business you have with us.

You’re Contact Information

Spam isn’t sexy. We’re people with inboxes and mailboxes, too, and understand that there’s a limit to what communication you want to receive. You are our customer and we want you to be happy and come back for more. That’s why no unsolicited email or postal mail will ever be sent to you, Period.