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.
Do we have multiple Locations for store pick-up?
No there is only one store pickup location and it is in Hinesville, GA ONLY! So please dont put pick up at store location. You will never get your packages.
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.
BEING RUDE/ VULGAR/ AND JUST PLAIN OLD MEAN!
We Understand, how you may be frustrated because you might have received the wrong item, item is not working, post office didn't deliver your package, package is missing or because we haven't answered your email or chat on time. Whatever the case may be. We take all of this serious, and will answer your emails and calls and text either within minutes or within 24-48 hours depending on our work load. We will definitely try to get to you as soon as we can. To use vulgar language to our staff isn't going to make your situation better. We pride ourselves on getting to the questions really quick and we will make sure we have an answer for you in a timely manner. Speaking to us rude will get your email or chat not answered. There is no need to be vulgar with our staff, we are not the problem. We are your solution to the problem.
There is a saying customers are always right, well put yourself in that situation on the other end. Is it right to come to work and be someone punching bag? No not at all. So please respect us and we will respect you.
Sensuousplayroom will not tolerate anyone bullying, insulting, being condescending or vulgar! PERIOD
What if An Item is Out of Stock?
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 [email protected] 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 and depending how fast and what Carrier you use, you will incur charges from that said carrier, on any order that needs to arrive at a destination day or time.
WHY DO I HAVE MUTIPLES TRACKING #
The reason you may have multiple tracking #s are, we 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.
WHY ARE SIGNATURE CARDS USED
What is Adult Signature Required?
Adult Signature Required is a service that ensures that the recipient of the mail items is at least 21 years of age or above. The recipient or a resident of the recipient’s address is required to show a form of photo identification to the delivery employee for age confirmation. This ensures that the sender of the mail piece did not give the item to an underage person.
Signature Confirmation service provides valuable updates about your shipment's status as it travels to its destination as well as evidence of delivery with the recipient's signature.
You have the option to not receive Signature Required, that means you will be take full responsibility for lost and damaged package.
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 our only store location in Hinesville, GA. We also offer delivery in our specific areas Jesup, Hinesville, Midway only as well as we have specific delivery times. You do have a Minimum of $75.00 or more. (Please email [email protected] to 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 $75.00 or more for only Hinesville, GA areas.
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. The shipping label will read SP and our address or address of warehouses.
Our communication is impeccable, when we get an email or a chat email we will respond within 24-48 hrs. We actually are responding to you in a few hours or sometimes right away. Just depends how busy we are in the warehouse. PLEASE CHECK SPAM WE GO THEIR SOMETIMES. ( If you see we haven't responded please know we are not ignoring you, we will get back to you.
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, So the post office can deliver.
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 don't get Upset at our staff because your post office delayed your package or didn't leave package etc.... We have done our job and that was to mail your package 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.
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. (PLEASE DONT CALL US, WE CANNOT DO ANYTHING RELATED TO THE POST OFFICE)
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. If you dont put the correct address or correct apt # or any other vital information that the post office needs to deliver. PLEASE dont come screaming at us for your mistake. Yes you will be charged for redelivery. The post office is not free for anyone.
(PLEASE DONT CALL OR EMAIL OR CHAT AND ARGUE THESE RULES WILL BE INFORCED! YOU MADE THE ERROR OUR COMPANY DIDNT)
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 [email protected]
For all other questions, please email [email protected]
(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.
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 [email protected]
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.
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:
- Saudia Arabia
- United Arab Emirates
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):
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 [email protected] 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 [email protected]. 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.
Due to COVID-19 and the intimate nature of our products, we are UNABLE to accept ANY 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 COVID-19 and the Nature and usage of Adult Products, Lingerie, panties, stockings etc.. ALL SALES ARE FINAL and the warehouses will Not accept returns.
Occasionally, manufacturers will have a requirement to receive defective items back. That is at their discretion not Sensuousplayroom. 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: ( you will need to contact us within 5 days of receiving your product and let us know it is defective so you may receive a replacement). If you purchase Lingerie or any apparel you need to know your Bra size, and all apparel sizes, because there is no exchange or REFUNDS!. If you need to Chat and get help, one of our experts will be happy to assist you. Please chat with us during store hours, Mon-Saturday 12:pm Est- 10:00pm Est ( please give our experts a chance to pick up your chat. It may take 5 min for them to get off one chat to get on with your chat. So please be patient and courteous. We appreciate you and will try our best to get to you as soon as we can.
- 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 [email protected] 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.
Your business is personal. We take every step to keep it that way.
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.