Shipping & Return Policies
Overview
We earnestly desire to serve Jesus and your marriage in everything we do. If you have any concerns, questions, thoughts, feedback… or need help with ANYTHING, please contact us. We will help in any way we can.
As you would expect, due to the intimate nature of our products, our return & refund policies are limited. Most products are not returnable. One of the ways we protect our customers is by not receiving used products intended for intimate use at our fulfillment facility.
We GUARANTEE all items we sell will be as described on our site and be in working order when they arrive. However, if an item is DEFECTIVE or stops working within 30 days of receipt, we will promptly replace it! Many products, especially premium or luxury items, include an additional manufacturer warranty for a period of 1 to 10 years. Please review the information provided in the product packaging for more information.
Most orders ship within 1-3 business days. Orders are usually sent to fulfillment within 30 minutes after completion. We charge your credit card at payment authorization.
Eligible returns must be sent back in the UNOPENED ORIGINAL shipping packaging. Please allow an additional 3-7 days for processing any returns. Due to the intimate nature of our products, we cannot accept returns where the original shipping package has been opened or tampered with.
- Put simply, would you want to receive products from a company that received and processed opened and potentially used personal pleasure products?
Refunds take 3-7 business days. Due to the way the banking systems work, refunds can take 3 to 7 business days to post back to the payment method you used when ordering. This is beyond our control.
Please review our complete Shipping, Cancelation, Return, Refund Policy Details below. Our policies seek to be reasonable and fair. We care about being customer-focused, honoring, and accommodating.
Order Cancellations
Once an order is processed, we usually CANNOT cancel the order (even if you contact us within a few minutes of order completion). Due to the logistics of our fulfillment infrastructure, completed orders are usually automatically sent to fulfillment within 5-20 minutes. If you submit a cancellation request before an order is shipped AND our team processes the submission BEFORE our system processes it for fulfillment, we will cancel your shipment.
Order cancellations should be submitted via our Contact Form.
More Detailed Explanation: Candidly, order cancellations are challenging for e-commerce companies. Customers desire accurate stock availability with fast order processing and shipment, which requires sophisticated logistics, handoffs, and IT infrastructure across multiple vendors, secure systems, departments, and personnel. Order cancellations are directly opposed to the goal of quick fulfillment and represent a tiny percentage of orders.
Purchasing a product with a credit card is an intentional effort (that also incurs unrecoverable costs to merchants). Due to all of these variables, we have optimized our fulfillment for quick processing and shipment, since that is what most customers strongly desire.
If you submit an order cancellation AND our customer service team sees the cancellation (which we cannot guarantee)…
- BEFORE it has been sent to fulfillment or shipped: We offer two options: (1) A full refund in the amount of store credit, (2) A refund to your original purchasing credit card minus a 10% cancellation fee that will be deducted from your order refund total. We understand this is not ideal and no one likes these. This is our fair and appropriate resolution because once an order transaction is completed, we incur irreversible and irrecoverable merchant and other fees.
- AFTER it has been sent to fulfillment or shipped: Unfortunately, there is not much we can do once the package is in transit with the shipping carrier. Your order will be subject to the standard return & refund policies described throughout this page.
Shipping Policy
FREE or Flat-Rate Ground Pricing
To make your experience as easy as possible, we are pleased to offer the following free and flat rate shipping fees based on order totals to the continental United States.
- Over $69 = FREE standard ground shipping!
- Under $69 = $5.99 flat-rate standard ground shipping.
Shipments to Alaska and Hawaii do not quality for free or $5.99 flat-rate shipping. We offer shipping to Alaska and Hawaii for $22 flat-rate.
Additional Shipping Policy Details
Cash on Delivery. We do not ship COD.
Shipping Times. Orders placed on Saturday or Sunday will not ship out until Monday. Those days are not included in transit time. Products usually arrive within 3-6 business days within the continental United States. Lingerie orders require longer shipping times of 8-15 business days.
Delivery Areas. Currently, we ship to the contiguous United States. We also ship to Hawaii and Alaska for a flat-fee of $22. We do NOT ship to U.S. territories or via Military Mail (APO, FPO, DPO address). However, if you would like to receive products in those areas, please contact us and let us know and we will see what we can do.
Shipping Carriers & Methods. We may use any of the following carriers and shipping methods for product delivery. You will receive an email notification with the carrier and tracking ID. We also utilize a special program where UPS and USPS work together for package delivery. UPS delivers the package to your local USPS office, who completes the final delivery to your shipping address.
- USPS (United States Postal Service): Parcel Select Ground, First Class or Priority Mail.
- UPS (United Parcel Service): Ground Service.
- FedEx (Federal Express): Ground Service
Tracking Information. Usually, within 24 hours of shipping your package, you will receive an email with the courier & tracking information. You may also find it by logging in to My Account.
The email with tracking information will have the subject: “Note on Order #XXXXXX”. Sometimes, these emails are snagged by SPAM filters. Please make sure to check your SPAM folder. You can also register for more detailed, step-by-step tracking notices by email or text message at the appropriate courier’s website. If you are concerned with stolen packages, we strongly recommend this!
Package Responsibility. Once we deliver the package to the courier with the shipping address provided with the customer’s order, we cannot be responsible for it. Customers are responsible for appropriately securing your mailbox, porch, or mail delivery area. If the package is damaged or stolen, please follow the resolution options with the courier.
Package Refused by Customer. If a customer refuses delivery of a package and it is rerouted back to our shipping facility, the customer will be refunded their purchase amount minus a 15% fee on the total purchase amount to compensate for the shipment, logistics, and other order processing costs.
Incorrect Shipping Address from Customer or Address “Undeliverable”. Occasionally, a customer will provide an incorrect shipping address. Candidly, this is a lose-lose situation. We obviously don’t want unsatisfied customers, but this situation isn’t our “fault”. Naturally, once a shipment has been shipped to the address specified by the customer we can no longer accept responsibility. We sincerely apologize for the inconvenience.
Damaged Packages. If your shipping packaging is damaged, please do not open it. Send a photo to us and file a claim with the appropriate courier. We will do whatever we can to help you! If your physical product is damaged, please Contact Us within 48 hours of receipt with photos.
Stolen Packages. Package theft is a real problem! Before considering your package stolen, please make sure to check with other people living at the address, the office (if an apartment complex), or neighbors. Often, someone else may have inadvertently picked it up without malicious intent.
We are a transparent and candid company. Each shipped order costs transaction fees, the product cost, and shipping cost. This obviously does not include staffing, infrastructure, marketing, and many additional costs. We want to be around for a long time to serve our customers!
As you can appreciate, we cannot reasonably be responsible for packages stolen from your delivery address. Given the sophistication of modern delivery logistics, if the carrier determines your package as delivered, it will be considered delivered. Customers are responsible for appropriately securing your mailbox, porch, or mail delivery area. There’s nothing we can do about your delivery receiving area or environment! That seems fair, right?
We recommend signing up for detailed, step-by-step tracking notices to be delivered via email or text messages with the appropriate courier. Please use the links below to file a claim with the appropriate courier
- USPS: Detailed Tracking Updates or File a Claim
- UPS: Detailed Tracking Updates or File a Claim
- FedEx: Detailed Tracking Updates or File a Claim
If you are concerned about a package being stolen, below are a few suggestions. Remember, our boxes are boring, plain, and discreet!
- Ask the postal or local delivery office to hold your package for pickup.
- Many customers that work at small businesses ship packages to their work location.
- Use carrier options for selecting a delivery time window.
- Notify people at your delivery address that you are expecting a package.
Return & Refund Policy
As you would expect, due to the intimate nature of our products, our return & refund policies are limited.
Your product must have been purchased from https://christianlovetoys.com.
We offer a 30-day replacement policy for defective products. The 30 day period starts when you receive your product(s), as per the shipping carrier tracking information. After 30 days, we no longer offer a refund. However, many manufacturers offer refunds or replacements beyond the 30 day period.
We do not offer refunds for delayed shipping. This seems fairly straightforward to us, but it is important to state in a long policy like this. We cannot offer refunds if delivery is delayed due to a carrier issue. Hurricanes, snowstorms, the year 2020, delivery truck accidents, routing mistakes, and other issues happen. We will monitor the issue with the carrier and maintain communication with you to track and resolve it.
By law, any item that is designed to come into contact with any body part or body fluid is non-returnable and non-resalable. No one wants even the risk of a used or re-sold intimate marital aid! Products are considered “used” when they are shipped from the warehouse. This means that many of our products are non-returnable.
ALL RETURNS (including delivery refusals) must be received by us in the ORIGINAL UNOPENED shipping box. Unfortunately, once the shipping box has been opened, products are considered used even if the individual product boxes are unopened. When we receive the return, please allow 5-7 days for processing.
- If our return fulfilment inspection personnel determines the package has been opened, you will forfeit all return or refund eligibility, and we will dispose of your product as waste.
- We have no desire to create bad-will with our wonderful customers or cause a frustrating experience. However, due to the intimate nature of our products, we follow strict health and safety rules.
Defective Products
If you receive a DEFECTIVE product, please contact us within 30 days of delivery and we will promptly replace it.
Check the Batteries! As a helpful reminder, don’t forget to check the following:
- Battery Pull Tabs. Electronic devices often have a plastic pull-tab between the battery and device contact that must be removed for it to work.
- New Batteries. While it is quite rare, batteries shipped from manufacturers are sometimes defective. Switch em’ out with new ones and try your device.
We can only replace a defective product one (1) time within the 30 day window. The likelihood of a customer receiving two back-to-back defective products is extremely improbable. Candidly, the occasional customer that claims back-to-back delivery of a defective product simply does not like it and is trying to find a way to return it or trying to take advantage of the system. Of course we want happy customers AND we want to go above and beyond to serve, but mutual reasonableness is also appropriate.
However, the good news is that in this 30-day window, 99% of the time the product is covered by the manufacturer’s warranty. Please review the manual and documentation included with the product and pursue replacement or other remedies through the manufacturer’s process. If you need help with that, please let us know!
Product Return Eligibility
Since most of our products are intended for intimate use, most of our orders and products are NOT returnable. One way we protect customers is by not receiving used intimate products at our fulfillment facilities.
We do not accept return of any order where the original shipping package (i.e. box, envelope, etc) has been opened or exposed in any way.
To be eligible for a return, your products must be:
- Returnable based on the guidelines in this policy.
- Unused and in the same condition in which you received it.
- SHIPPING PACKAGE unopened, in the original manufacturer packaging.
For returns, the customer will be responsible for return shipping, and must be shipped with a carrier and method that includes tracking. Contact us so we can get this started walk through it with you.
Non-Returnable Products
MOST products are exempt from being returned or returnable. Please do not send your purchase back to us or the manufacturer.
The following product types and categories are not returnable:
- Vibrators, Penis Rings or Sleeves, Anal Products, Oral Products, Kegel & Ben Wa Balls, Condoms
- Lubricants, Massage Tools & Oils
- Position Aids & Furniture
- Lingerie, Clothing, and Wearable Products (see more details below)
- Any other products of an intimate nature and/or that are intended to attach to or come in contact with the body or any bodily fluids in any way during the course of expected use.
- Digital download products.
- Gift cards (except where required by law).
Lingerie, Clothing, and Wearable Products. At a basic level, given the intimate nature of use, most reasonable customers would not want to receive lingerie that had been delivered, tried on, and returned by other customer. Therefore, our policy is to not offer returns, refunds, or exchanges on on lingerie, clothing, or other wearable products. We understand many companies on the internet offer extremely liberal return policies for lingerie and other intimate clothing. They do so because they simply throw the product away and at a loss. Unfortunately, we simply cannot equal these policies. We will offer you a discount on a replacement purchase if you desire.
Return Shipping
To return your product, Contact Us to initiate the process, and we will provide additional mailing and logistics information.
Unfortunately, we will not cover return shipping costs. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds
If applicable, once your eligible return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. In the rare situation where an exchange is applicable, please, Contact Us and we will provide further instructions.
Late or Missing Refunds
Due to the way the banking systems work, refunds can unfortunately take 3 to 7 business days to post back to the payment method you used when ordering. After that time period, if you have not received your refund, please take the following steps:
- Check your credit card records.
- Contact Us and let us know! We want to do everything we can to serve you.
- Contact your credit card company. There may be a reason beyond our control that is delaying your refund from officially posting to your account.
Gift Purchases
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be provided to you via email.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, just Contact Us and we will work with you to find the best solution.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Gift Cards
Gifts cards cannot be returned or redeemed for cash or credit except where required by law.