Returns
Return Policy and Instructions
How to Return Products or an Order to Sextoycollections
Initiate a Return:
- Within 30 days of the shipment date, please open a support ticket and provide your order number along with a list of products you wish to return.
Ensure Saleable Condition:
- Returned products must be in their original, saleable condition.
Refund Details:
- You will receive a full refund for the cost of the returned products.
- Please note that shipping costs are non-refundable, as the courier has already been compensated for their services.
Processing Time:
- Returns may take up to 30 days to process from the date we receive your returned items.
Exchanges:
- Currently, we do not offer direct exchanges.
- To exchange a product, please initiate a return for the unwanted item and place a new order for the desired product.
Return Address:
All returns should be sent to our head office and warehouse located at:
Caowei Village,Tongyu Tower,
Chaoyang District, Shantou City
Guangdong Province, China
Phone: +86-19537937819
Email: info@sextoycllections.com
For any questions or assistance, please open a support ticket or contact our customer service team directly.
How do I return an order?
Return Policy for Sextoycollections
Initiate a Return:
- Within 30 days of the shipment date, please open a support ticket and provide your order number along with a list of products you wish to return.
Product Condition:
- Returned items must be in their original, saleable condition.
- We do not accept returns for used items or opened packages of sex toy.
Refund Details:
- You will receive a full refund for the cost of the returned products.
- Shipping costs are non-refundable, as they cover services already rendered by the courier.
Processing Time:
- Returns may take up to 30 days to process from the date we receive your returned items.
Exchanges:
- Currently, we do not offer direct exchanges.
- To exchange a product, please initiate a return for the unwanted item and place a new order for the desired product.
Return Address:
All returns should be sent to our head office and warehouse located at:
Caowei Village,Tongyu Tower,
Chaoyang District, Shantou City
Guangdong Province,China
Phone: +86-19016479701
Email: info@foiljoyballoons.com
For any questions or assistance, please open a support ticket or contact our customer service team directly.
Credit Cards Charges
I Have a Charge on My Credit Card I Do Not Recognize
If you notice a duplicate charge on your credit card, please contact our customer service team promptly. You can reach us by:
- Opening a support ticket: Visit our Contact Us page to submit a ticket.
- Phone: Call us at +86-19537937819.
- Email: Send an email to info@sextoycollections.com.
When reaching out, please provide the following information to assist our investigation:
- Your full name
- Order number
- Email address used to place the order
- Any additional details relevant to the issue
Please note that our payment system authorizes transactions at checkout, but the actual charge occurs once the order is fulfilled and shipped. Depending on your credit card company, it may take 3-5 business days for your statement to reflect the correct charges.
If, after our investigation, you still observe duplicate charges, we recommend contacting your bank for further assistance, as we do not have access to personal banking information.
Tracking Orders
When will you send a tracking number?
All tracking details will be sent to the email you provided when placing your order. You can also track your order directly on our website by logging into your account and clicking on your order number. This will display your order’s status and any available tracking information.
Ground orders may take 1-3 business days to process, depending on order volume. Express orders placed before 4:30 PM (EST) on a business day will be processed and shipped the same day. Orders are processed and shipped during our operating hours, Monday to Friday. Please note that holidays may affect shipping times.
If you cannot find your tracking details, please contact us via support ticket, live chat, or call us at +86-19537937819. Our customer service team will assist you further.
How do I track my order?
All tracking details will be sent to the email you provided when placing your order. You can also track your order directly on our website by logging into your account and clicking on your order number. This will show the order status and any available tracking information.
If you haven’t created an account yet, feel free to sign up on our website. Your account will store a history of all orders, including tracking information and order status.
If you still can’t find the tracking details, please open a support ticket, use live chat, or call us at +86-19537937819. Our customer service team will be happy to assist you.
Missing Products or Damages
I am missing products from my order. What do I do?
Order Verification and Missing Item Checklist
All orders are carefully inspected for accuracy before shipping. If you believe an item is missing, please review the following checklist before contacting support:
Check for the following:
- Invoice Adjustments: Did we adjust your invoice for the missing product? A customer service agent may have made changes based on your selected action during checkout.
- Package Handling: Did anyone else open the package? Could another person have removed an item?
- Lost Items: Check if something has fallen behind or under furniture.
- Packaging Details: Some items may be rolled or folded. Could the missing item be hidden inside another?
- Product Appearance: For example, inflated balloons may look different. Use the product codes to verify the actual appearance of items like foil or latex balloons.
- Received a Different Item: Ensure you received the correct product by verifying the product codes on the packing slip and website.
If you still can’t find the missing item, please open a support ticket and include:
- Order number
- Product code
- Quantity of missing items
- A copy of the packing slip/invoice
Our customer service team will investigate and resolve the issue as quickly as possible.
I Recieved a Damaged sex toy in my Order
If you have received any damaged sex toy in your order, please open a support ticket, and our customer service team will assist you further.
Please include the following details in your ticket or email:
- Order number
- Product code/description
- Quantity of damaged item(s)
- Detailed description of the damage
- Any other relevant information that can help us resolve the issue
Your inquiry will be assigned to a customer service representative, and they will respond during our hours of operation.
Address Corrections
My address is incorrect. How do I change it?
If the order was submitted with an incorrect address, please open a support ticket, and our customer service team will assist you with the address change. You can also contact us by phone at +86 19537937819 if the order hasn’t started processing yet, and we can update the address for you.
Once we receive your change request, your order status will be updated to “On Hold” to prevent it from being shipped to the wrong address. Afterward, the customer service agent assigned to your order will apply the address change, and you will receive an email confirmation.
If the order has already shipped and is in transit, we cannot directly change the address. We will try to contact the courier to reroute the package, but delays may occur. If rerouting isn’t possible, we will attempt to have the package returned to us. However, please note that couriers may not always agree to retrieve the parcel.
Address corrections while in transit may incur additional charges, as courier companies charge extra for rerouting after the package has left our warehouse.
My state or province is incorrect. What can I do?
Our shipping team uses software that detects invalid or mismatched addresses. If the address does not match the provided zip code, province, or state, the order will be flagged and handled by customer service.
The order will not ship until the address has been verified as correct. This ensures no delays or issues with delivery.
Our customer service team will contact you via phone or email to confirm the address. Once confirmed, your order will be shipped with the selected shipping method.
Changing and Cancelling Orders
Is my card automatically charged if I request a change?
No,Please note, orders will not ship out until the outstanding balance is paid. To avoid any delays, kindly complete the payment promptly after the change has been made.
I Need to Cancel my Order
We are unable to cancel an order once it has shipped. In this case, the order would need to be returned. Please refer to our return policy and instructions for more details.
If your order has not shipped yet, please open a support ticket with your order number and cancellation request. A customer service agent will assist with the cancellation.
When a cancellation request is submitted, your order status will be changed to “On Hold” to prevent it from shipping out. Once the cancellation is processed, the transaction will be voided or refunded, and a confirmation email will be sent.
Please allow 3-5 business days for the voided transaction or refund to be processed.
How long does a refund take?
Refunds may take 3-5 business days to process, depending on your credit card company’s policies. PayPal refunds typically take 1-2 business days to process.
Please note that Foiljoy Balloons has no control over the time it takes for your credit card company to process the refund. If you haven’t received your refund within 5 business days, please open a support ticket for further assistance.
How can I make changes to my order after it has been placed?
Adding or Removing Items
You can request changes to your order if it has not yet shipped out. Please open a support ticket to request changes. Be sure to include the product codes and quantities of the items you would like to add or remove.
Once we receive your request, a customer service agent will review it and confirm when the changes have been made.
Please note: Any change requests may delay the shipping of your order.
If your order has already shipped and is in transit, we are unable to make changes. You may return any items that are no longer needed; please refer to our return policy and instructions for more details.
If you need more items, you can place a new order. A new shipping fee will apply.
Address Correction
Please refer to the article My address is incorrect. How do I change it? for more information.
Note that any address change requests while the order is in transit may incur an additional charge.
Please be aware: Address corrections while the order is in transit are not guaranteed. Couriers may not be able to redirect the package, and it may still be delivered to the address provided at checkout. We will do our best to ensure that the order is rerouted and delivered correctly.