Frequently Asked Questions
Got a query that is not covered in our help center? Reach out to us via email at firstname.lastname@example.org, and make sure to include your Name, Order Number, and an in-depth explanation of your question. We will try to answer all messages within 24 hours. If you have not heard back from us within a day, please check your spam folder - our emails may have been mistakenly filtered. It is a good idea to add email@example.com to your contacts or whitelist us to make sure you get our replies.
Q- Do you offer Military discounts?
A. Yes, we offer military discounts to members and their dependents. To validate eligibility, we require a valid photo ID. Sign in to claim the discount. Rest assured, as a military family, all your information remains secure. Upon successful verification, you will be given a discount code to apply to your order.
Q- Do you offer any other discounts?
A. Discounts are available to first responders, Government employees, and educators.
Q- Were is my order?
A. Curious about your order's status? Our website provides tracking 24/7 - just head to https://sensuousplayroom.org/apps/track-trace/order for all the details.
Q- HOW OLD DO I HAVE TO BE TO SHOP?
A.YOU WILL NEED TO BE 18 +, IF WE HAVE A FEEL, YOU ARE NOT, WE WILL ASK FOR A COPY OF YOUR ID.
Q- How do I place an order?
A.To get your order started online, just add your items to the shopping cart. When done, click checkout and proceed to finish up. To make future checkouts easier, create an account to save your shipping info.
Q- Did you receive my order?
A. If an order is successfully completed, you will get an order confirmation email at the address you provided (check spam to be sure you don't miss it). If you don't see the order in your Order History, something didn't go through - get in touch with us at firstname.lastname@example.org.
Q- How does my order get processed?
A. All orders and payments are conveniently processed through our website and can only be placed online. After you submit your order, an email confirmation will arrive to let you know it was successful!
Q- I got an incorrect item shipped?
A. If you've received an incorrect product, kindly contact us so we can get you a replacement. We'll need you to get a return authorization number (RA#) first.
Q- What if I changed my mind?
- Please note that all sales are final, and no returns or exchanges will be accepted after check out. Once the package leaves our warehouse, it cannot be switched or refunded. Therefore, it is important to ensure your satisfaction with your purchase before making the payment.
Q- I ordered the wrong item?
- In order to prioritize the safety of our staff and customers, we regretfully cannot accept exchanges for items such as toys or intimate apparel (sadly can't exchange toys or intimate apparel (e.g., lingerie, thongs, massagers, etc.). It is the customer's responsibility to ensure that the correct product is chosen before making a purchase.
Q-Canceling and Order?Once your order is in progress, it is not possible to make any changes or cancel it. If you realize that you do not want the item, please label the package as “return to sender” before opening it and send it back unopened. Once the package arrives back to our warehouse and has been inspected, we will credit your account for the cost of the product, but please be aware that a 20% restocking fee will be deducted. The shipping fee will not be refunded. If you need assistance before your place your order, our customer service team is available during Eastern Standard Time, weekly hours from 12pm to 10pm and on Saturdays from 12pm to 4 pm. For immediate assistance please email us at email@example.com and we will respond within 30 minutes or call us at 912-877-7529 and we will respond within 24 hours.
Q- Store Credit?
A. Store credits will become inactive after 12 months of inactivity.
A. To add an item to your cart, press the 'Add to Cart' button found on each product page. To adjust the quantity of items in your cart, type the new number in the 'Quantity' box, then select 'Update' to save your changes. Unwanted items can be removed by checking the 'Remove' box followed by clicking the 'Update' button.
Q-Out of Stock?
A. We always strive to keep our products in stock, yet sometimes items are ordered that become out-of-stock before shipment. As our inventories continually change, we stay informed about any out-of-stock items. If an item is out-of-stock, we may ship from a different warehouse with extra shipping charges covered by us, so you can remain satisfied. Restock dates vary by brand and we will be happy to investigate an estimated time of arrival (if available).
Q- How is my order Shipped?
A. All of our packages are sent with discretion, in a plain box or envelope. To safeguard your privacy, we employ an alias, 'S.P.', on the return address label, as SensuousPlayroom is a well-recognized name.
Q- Order Fulfillment Time
A. Orders are usually dispatched within 1-2 business days of the completion of the order. Delivery times can vary depending on the chosen shipping method, the recipient location, and any potential Customs clearance delays.
Q.- Shipping Options
A. Orders larger than what can be fulfilled by a single warehouse may be split and shipped from multiple locations. Tracking codes will be provided for each package, and customers will still be charged a single, quoted shipping rate by us -- we cover any additional costs associated with multiple shipments.
Q- How much is Shipping?
A. Our standard shipping rate to the continental United States and to military addresses is $10.00. Orders over $59, In U.S. territories qualify for free shipping with code 59SHIP. We welcome customers from Canada, and most products on this website can be shipped to your region. *Note: Government taxes/duties are not included in shipping charges and will be your responsibility and customs delays may be expected.
Q- Are there Shipping Exclusions?
A. We apologize, but we are unable to ship to prisons, schools or churches. Our automated filters will not allow orders to these types of locations. If you think your address was incorrectly blocked, please reach out to us at firstname.lastname@example.org.
Q- Do you have warranties on all products?
A. We will have a separate list of all warranties & guidelines.
Q-How often are products put on websites?
A. We add fresh items to our selection daily, so peek at our Coming Soon! and New Products Categories.
Q- I forgot my password, how do I retrieve it?
A. Use the forgotten password to retrieve it in your email.
Q- If your package is Undeliverable?
A. We'll email or text you if your order is sent back to us as undeliverable (wrong address, missing apt #, nobody around, pup barring way, etc.). Please double-check your shipping info when you place your order, as that is exactly how your label will be printed. Returned orders will be charged a 20% restocking fee and no shipping refund. Reshipment incurs a $10 fee. We will reship any orders we have made a mistake with, at our expense.
Q- Why isn’t the description identical?
A. Even experienced pros can miss product updates, which is why each item includes a manual. If something seems off, let us know. With the latest items added hourly, details can be overlooked unless we are told. We strive to stay on top of our products but need customers to alert us to discrepancies. When reported, the product is taken off until the issue is fixed. We usually contact the manufacturer to fix the issue, but sometimes they take the product off the market without explanation. In such cases, we have no control over product content, descriptions, or images. Got something different than ordered? Reach us at Sensuousplayroom@live.com. We take quick action to fix any errors as soon as we are told. Thanks for notifying us of any issues.
Q- Why do I have multiple tracking numbers?
A. We may provide several tracking numbers because our warehouses are in various locations. If one warehouse has one item but the other has the other, we will send separate packages, so you get everything you ordered. If a product is out of stock across all warehouses, we will handle the situation in a timely manner.
Q- Why are signature cards necessary?
A. Adult Signature required guarantees mail items are not delivered to people under twenty-one. Recipient or a resident at their address must show photo ID to the delivery employee for age verification. Signature Confirmation service gives updates about the shipment and confirms delivery with the recipient's signature. Opting out of Signature required means you accept full liability for any lost or damaged packages.
Q- is your order taking longer than expected? Looking for Help?
A. Once we ship your package, it is in the hands of the carrier. If it is not at your door within the estimated delivery time, please reach out to us at email@example.com and we can investigate it. During busier times (like the holidays) or weather issues, carriers can take longer than usual or might miss a few scans. Your package may not be scanned until it arrives at its destination.
Q- I have not received my order, although it has been shipped?
A. Follow the carrier's tracking to monitor your order. If it is marked as delivered but you cannot find it, chat with neighbors + the office, if applicable. If still missing, contact the shipping carrier's local office, giving your tracking number + asking for an investigation. If you are using a lockbox, the post person should have left a key in your mailbox. If not, the post office can help, as we are not affiliated. If needed, you can use ROUTE for protection in the event of a lost, damaged, or missing package. Note: Once shipped, these are out of our control, so please allow time for your carrier to investigate any claims.
Q- What's the estimated delivery time for my order?
A.You'll get your shipment in 3-4 business days or earlier via standard USPS.
Orders are processed Monday through Friday, excluding holidays. Orders placed by 12:00 p.m. EST will be handled the same business day.
Orders submitted on Saturdays/Sundays or on holidays will be processed the next business day.
Orders shipped to APO addresses and US Territories are not eligible for expedited shipping.