GENERAL FAQ'S

GENERAL   FAQ’S

Contact Customer Service

Customer Service representatives are also available by live chat from

Monday-Friday:
12:00 pm - 10:00 pm (Eastern Standard Time).

Saturdays:
12:00 pm - 10:00 pm (Eastern Standard Time).

       Sundays: Closed

 

Customer Service can be reached at: (912) 877-7529  ( to reach is faster email us: sensuousplayroom@live.com

You can send an email to Customer Service : sensuousplayroom@live.com. 24 hours a day, 7 days a week. Customer Service will respond to your email within 24 hours.

Ordering

Online Orders

In order to place your first order online, simply add the items you wish to order to your shopping cart. When you are finished, click the checkout button and proceed to complete the order. You can also create an account in order to save your shipping address for a faster check out experience in the future.

Payment Methods

Credit Card

We accept each of the cards listed below, and alternate payment options:         

 

 

Shipping

Discreet Shipping

All of our packages are shipped discreetly, in a plain box, USPS box or envelope, displaying the sender's name as SP

Order Fulfillment Time

Orders placed before noon Eastern Time, Monday through Friday, will usually ship that same day. Orders placed after noon will ship the next business day. Delivery time may differ based on variables such as the delivery method chosen, your location, delays in Customs, etc.

Shipping Methods within the USA

We use the United States Postal Service (USPS), DHL, UPS, and Federal Express to ship our orders.

SPIN LLC. Online Intimate Novelties Store. is not responsible for lost or stolen packages with confirmed delivery status. Please choose ROUTE for package insurance and protection.

Shipping Options

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 throughout the day. We ship from different warehouses across the United States and at times larger or small orders may be split and shipped from multiple warehouses.  We try to use a warehouse closer to your state, but they may be out of stock so In that case, you will receive multiple tracking numbers and will be able to track each individual package. You will always pay a single shipping charge as quoted upon checkout. We will incur the additional costs of the shipments.

Backorder Items

Most products we sell are in stock at time of ordering to ensure prompt delivery of orders. Occasionally we may find that an item appears in stock but when verified in the warehouse it show’s unavailable. Therefore, we will search other warehouses or suggest a similar product.

 

Shipping Exclusions

We do not ship to prisons, schools, or churches. We filter our ordering process to prevent shipment to these locations.

 

Undeliverable Packages

If your order is returned to us as undeliverable (due to an incorrect address, missing apartment number, nobody available to receive a parcel, a dog stopping the USPS from delivering your package etc.) we will notify you by email.  Or we will send a courtesy text. 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 the warehouse as undeliverable will result in a 20% restocking fee and no shipping refund will be issued. If you decide to re-deliver your package you will incur a $10.00 shipping postage. If SPIN LLC. Online Intimate Novelties Store. has caused an error on your order, we will re-ship your order out at our expense.

Return Policy

Due to the intimate nature of our products, we are UNABLE to accept ANY Returns.

Due to the Nature and usage of Adult Products, Lingerie, panties, stockings etc.ALL SALES ARE FINAL and the warehouses will Not accept returns.

Defective Products

If you have received a defective item, please contact our Customer Service department and they can help expedite your submission and process of replacement through the manufacturer warranty. You can also go directly to the manufacturer and submit your request for a replacement. 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).  ALL SALES ARE FINAL and the warehouses will Not accept returns.

Incorrect Item Shipped

If there is a mistake in the item shipped to you, please let us know so we can replace it for you. Before sending any item back to SPIN LLC. Online Intimate Novelties Store. You have 30 days of purchase to start the exchange process, please obtain a return authorization number (RA#) from Customer Service.

Email them at sensuousplayroom@live.com

 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 the retailers are the last one to get the new product pictures, or any updates on them pulling out any products or changes that has to do with any product description. We try our best to stay on top of our products, but their always one or two that slip by and we don't know until you the customer alerts us. Once that is reported to us, we contact the manufacture to see what the solution is if any. Sometimes manufactures don’t give a solution they just say we pulled the products and that is it. Sometimes that is a blessing. You never know if something was recalled or not. Now keep in mind we can't control what the Manufacture's does, so if they take a product out or put a different product in, or change pictures of the products. We have no CONTROL.   This is not a different product that you asked for. This is the same one but with the older picture or different products included or excluded in the box.  So next time you see something that isn’t what you have purchased, please contact us. We have no control over any of the manufacture packaging. We will also continue to sell all of our stock that may have the old packaging before getting the new look in stock.

Incorrect Product Ordered

To protect the health of our employees and customers, we cannot exchange toys or intimate apparel (such as lingerie, thongs, massagers, etc.) It is the responsibility of the customer to ensure that they are ordering the correct product and Size.

Change of Mind

All sales are final. Items purchased, once the shipping box has been shipped, it may not be returned or exchanged.

Sales Tax and VAT

For all orders, a sales tax or VAT will be charged when applicable based on the location that the order is shipped to.

Canceling an Order

Once an order has been processed, we are unable to make any additions, changes or quantity adjustments to it, or stop it from shipping.

Store Credit

Any store credit will be automatically applied to your order during checkout. We will only request your credit card information if there is a remaining amount. Please note that all store credit expires after one year of inactivity.

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.

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. 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 more than one tracking # will be that we have multiple warehouses in different locations. If an item is out of stock we will pull from the closest  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.

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.

My order is taking longer than usual to arrive. What should I do?

 Once a package has been shipped, it is in the hands of the carrier and out of our control. If your order has not arrived within your selected delivery time frame, please EMAIL US sensuousplayroom@live.com and we can investigate further with the shipping carrier.

Please note that sometimes (especially during the busy holiday season or during severe weather events), the shipping carriers may take longer than usual to deliver, or skip scans along the way. Sometimes packages do not scan until they arrive in 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.

https://www.usps.com/

https://www.ups.com/

https://mydhl.express.dhl/index/en.html

https://www.fedex.com/en-us/home.html

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

You can track your order using the carriers' websites, linked above. 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. Also if you use ROUTE that is a protection for your package loss, damage or missing.

 What If My Package Has Been Tampered With?

Our mailing boxes are sealed shut with 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, and inside the box the product may be in a poly bag or zip poly bag that you are not used to seeing. The product is SAFE not tampered with at all. It just means we are awaiting replacement bags and boxes that the product will go into, especially if its new products. But if not, we can still help you, by replacing the product, but please understand that certain problems with that mailing box are probably the fault of UPS or USPS and not us.  We do not send out any box or package that has a dent, rip or anything else not appropriate for delivery. So it may get banged, dented, ripped no fault of our company. There are packages that we ship from in different locations that may or may not use brown packing tape and just clear 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.  

Worldwide Shipping

SPIN LLC. online Intimate Novelties Store. ships products to over 250 countries worldwide.

International Customers and Shipping Choices

Buyers are fully responsible for complying with their country's laws, Customs regulations, taxes, and duties SPIN LLC. online intimate novelties store. is not responsible for packages delayed or detained in Customs.

We offer Global Air Mail shipping, and International FedEx. Prices may vary depending on weight and size of the order.

We recommend the International FedEx option where available, as these packages are insured and traceable door-to-door. SPIN LLC. Online intimate novelties store is not liable for lost or damaged packages shipped, that are why we offer you ROUTE peace of mind w/customizable package protection.

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): Some warehouses will not ship to Canada.

  • 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.

 

 

 

Email List

Our Email List

Email subscribers receive exclusive special offers, savings, promotions and news. We NEVER share, sell or rent our mailing lists - Read our Privacy Policy.

How Do We Ensure Your Selections?

For your own protection we will send you an email to confirm that you wish to subscribe to the selected mailing list. You will then need to confirm your choice. We require this "double opt-in" to ensure that you are getting the email that you want to the correct email address.

Unsubscribing from Email Lists

You can unsubscribe by clicking on the unsubscribe link located at the top and bottom of each promotional email.

You will receive a final email confirming that your address has been removed from our lists. Please allow up to 48 hours for this to take effect. You may receive one or two promotional emails between the time you request to be removed from a list and the time that we are able to physically remove you from our database. We thank you for your patience.

To ensure that you are getting order confirmation emails, customer service replies and the emails that you subscribe to, be sure to add us to your address book. Some internet providers have spam filters which will inadvertently block email unless the sender is in your address book. To ensure that our special offers and information get to you, please add: sensuousplayroom@live.com to your address book.

Coupons

How to Redeem Coupons

Unless otherwise specified, email coupons are automatically applied to your order when you click through on the email and or when you add the coupon when you shop. You must meet the criteria outlined online or in the email (i.e. minimum order requirement) or the coupon will not be applied.

Printed coupons have a coupon code associated with them. You may need to enter the code on your order form. Always read the instructions that accompany your coupon for the most accurate and up-to-date information before redeeming.

Coupon Restrictions

Most coupon offers will have an expiration date, and many may not be combined with other special offers. Some coupons may have criteria associated with the offer, such as a minimum purchase required. Always read the details included with your coupon to be as informed as possible about any restrictions.

Shopping Cart

Adding Items to Your Cart

To add an item to your shopping cart, click the Add to Cart link found on each product page.

Adjusting Quantity

To adjust the quantity of any item in your cart, type the number you want to order in the Quantity box, and then click the Update button.

Removing Items from Your Cart

To remove an item from your shopping cart, check the Remove box, then click the Update button.

Dispute Resolution

By using this web site, viewing its contents or ordering from us, you agree to resolve any disputes with us by first contacting us via email: sensuousplayroom@live.com. If you are not able to obtain resolution of your dispute via email, you agree that it will then be resolved by the escalation department located in Hinesville, GA, USA by email at: Spescalationdept@gmail.com

 

Please note that we do no price match items purchased.

 

 

 

 

 

 

 

 

 

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