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FAQ'S (Frequently Asked Questions)

Q: HOW DISCREET IS THE PACKAGE ONCE IT ARRIVES AT MY DOOR?
A: Very Discreet! Our products are shipped in sturdy plain, brown box or envelopes postmarked Online Services with only our P.O. Box address on the mailing label. No one will know what items are being delivered!

Q: HOW CAN I CONTACT CUSTOMER SERVICE?
A: Customer Service is available by telephone 24-hours, 7-days a week at 1-800-946-4540. You can also email your questions to support@AdultToy.com and representative will reply to your email within a 1 to 2 hours.

Q: CAN I ORDER BY PHONE OR FAX?
A:Yes! Just call 1-800-946-4540 (anytime 24-hours a day). Please have the details of your order ready with your credit card. We recommend adding the items to your shopping cart and going through our order checkout to generate your purchase order. Our system will give you the option to fax in or complete your order over the telephone.

Q: WILL ADULTTOY.COM APPEAR ON MY CREDIT CARD OR BANK STATEMENT?
A: No, Online Services will appear next to the charge on your on your bank or credit card statement and we will only contact you if there is a problem with your order that we cannot solve internally. If we do contact you, we will address ourselves as Online Services and all correspondence will be directly with you.

Q: HOW FAST DO YOU PROCESS AND SHIP OUT ORDERS?
A: Most orders are processed and shipped out on the same or next business day, however some items may be on backorder and cause shipping delays. The shipping schedule is from the time we actually process and box your order, this may take from 1 to 3 business days. Please call us at 1-800-946-4540 if you require further assistance.

Q: HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
A: Normal domestic delivery takes anywhere from 3 to 5 business days and 1 to 2 business days for Express Delivery. You can conveniently track your package through our Order Tracking Manager using your Order Number.

Q: WHAT IS YOUR DOMESTIC & INTERNATIONAL SHIPPING POLICY?
A: We ship to all U.S. States and Territories and offer deliveries to most international destinations. We also ship to residential and commercial addresses, P.O. Boxes, APO's, FPO's, and AEO's. (Some restrictions apply)

Q: IS IT SAFE TO SUBMIT MY CREDIT CARD INFORMATION?
A: Yes, your shopping experience is 100% secure! Our websites, which run on state of the art Microsoft technologies, use SSL encryption, the highest level of security encryption currently available for secure transactions. This means that your credit card and personal information is transmitted to us in a secured environment and cannot be read or recorded as it travels over the Internet. You can tell you are sending information securely by the unbroken key icon or closed lock icon that should appear at the bottom of your internet browser's window (depending on what browser you use). These icons will appear when you enter the checkout phase of our Web site.

Additionally, access to your Personal Information is provided only to our trusted employees and agents who have a need to know such information for the purpose of fulfilling your order and offering our high level of customer service. The computers that store your personal information are located in a separate facility which utilizes the latest in firewall and security technologies.

Q: DO YOU OFFER A PRICE-MATCH-GUARANTEE?
A: Yes, if you see the same item priced lower at another Web site or catalog, send us the product link or fax in a copy of the Ad and we'll match the sale price and give you additional 10% discount for you loyalty.

Q: DO YOU CHARGE A SALES TAX?
A: Yes, but only on orders with deliveries to California addresses. An 8.75% Sales Tax for shipments to California is automatically calculated and applied during the order checkout. All other states and international orders are sales tax exempt!

Q: WHAT IF I'M NOT SATISFIED WITH MY ORDER CAN I RETURN IT?
A: For sanitary purposes, ALL SALES ARE FINAL ONCE THEY LEAVE OUR WAREHOUSE (Excluding Books, Adult Videos and DVDs). When you receive your package, please check the items to make sure that everything works properly. We will offer credit or exchanges for DEFECTIVE ITEMS ONLY or for any shipping errors made by us. Please return the items in their original packaging within 30 days of the order date to P.O. Box 3007 Van Nuys, CA 91407-3007. Items returned without original packaging will only be offered store credit or exchanges. Videos and DVDs are returnable only if unopened or faulty due to a manufacturer's defect. See Our Returns & Exchange Policy

Q: WHAT ARE YOUR PAYMENT METHODS?
A: We accept all major credit and debit/check cards including Discover Card, Visa, MasterCard, and American Express. You must provide your exact billing address, which your card bank has on file. Incorrect information may cause delays in processing of your order. We also accept PayPal, Cashier's Checks, Money Orders, Company and Personal Checks. Orders are processed upon receipt of payment. Please allow 7-10 banking days after receipt for clearance of funds before the order is processed. AdultToy.com cannot guarantee the availability of a product by the time funds clear or payment is received. Sorry, no CODs. Our online ordering system will give you these payment options during your order checkout.

Q: HOW DO I ADD MY MYSELF TO YOUR EMAIL LIST?
A: Enter your email address below to join our Email List. You'll get our latest product specials & preferred customer discounts, including advanced notices on product closeouts and new arrivals. See our Privacy Policy

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Q: HOW DO I REMOVE MYSELF FROM YOUR EMAIL LIST?
A: If you no longer wish to receive our latest product specials & preferred customer discounts, including advanced notices on product closeouts and new arrivals then enter the E-mail address below to be instantly removed from our mailing list.

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