FAQ
What if I have not received my order?
If an item from your order is yet to arrive, please be patient as it is more than likely being shipped from one of our global warehouses. You can check your delivery status using the tracker number. Feel free to contact us at support@pleasuregenius.com for an update on the status of an order.
How can I pay for my order?
Pleasure Genius has got your back! We accept the following payment cards: Visa, Visa Debit and MasterCard. We also accept PayPal payments.
Is it safe to order online?
You can rest assured that shopping with Pleasure Genius is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.
Can I make changes to my order?
Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receive orders directly and will have already started processing your order.
What should I do if I receive an incorrect or faulty item?
We are sorry to hear that you have received an incorrect or faulty item. Please send us a email at support@pleasuregenius.com with your order number, the name/product code of the item you were supposed to receive, a picture or video of the item you received and any further details. We will be in touch within 3 business days to resolve your issue.
Can I exchange an item?
Unfortunately due to the intimate nature of our products, we are currently unable to process exchanges.
Do I have to pay for customs charges on my orders?
Unfortunately, Pleasure Genius is unable to determine what customs charges may be applied to overseas shipments. All customs charges (if any) are applied at the discretion of the carrier and local laws.
Please note, customs charges/fees are very rare, we have warehouses worldwide and we aim to ship for item(s) from a warehouse based in your country.
All customs charges will be payable by the customer and will not be covered by Pleasure Genius. For more in depth information, we would suggest contacting your local customs office.
What currency do you accept?
- If you are shopping in United states, the currency is USD($).
- If you are shopping in the United Kingdom, the currency is GBP(£)
- If you are shopping in Europe (except UK) the currency is EUR(€)
- All other countries will see the products displayed in USD ($)
What are my delivery options?
All orders are delivered using our shipping method best for your country. As we stock inventory in various warehouses across the globe, we will select the most efficient method of delivery for you. Our delivery options include USPS for United States orders and Royal Mail for United Kingdom orders.
What countries do you deliver to?
- United States
- United Kingdom
- Other European Countries: Germany, France, Italy, Spain, Netherlands, Ukraine, Poland, Belgium, Czech Republic, Latvia, Portugal, Sweden, Hungary, Belarus, Austria, Switzerland, Bulgaria, Denmark, Finland, Slovakia, Estonia, Croatia
- Also: Canada, New Zeland
How long does it take you to ship my item?
We aim to ship your item out to you within 1-3 days.
How long does delivery take?
Delivery typically takes between 5 – 15 business days (excluding shipping time) unless stated otherwise on the product page. Please note: we aim to deliver for items quicker than expected.
Is your packaging discreet?
All the orders shipped from any of our warehouses across the globe are 100% discreet. There will be no invoices, images or anything similar. This can be the little secret nobody will know about, except you of course. Please note, some of our products will be shipped to you wrapped securely in protective packaging instead of the bulky retail box, this is so you don’t have to pay extra in weight fees! Instead, we use the money you’ve saved (in fees) and give it directly to you in the way of a great prices for high quality sex toys. Your toy will likely come with a travel/storage bag instead (see product description).
Do you provide tracking for my order?
Yes, we will email you your tracking information after your item is shipped from the warehouse.
What do I do if my item is lost during delivery?
We work with some of the best delivery services in all the countries we deliver to. It would be a rare occasion if a package was lost during delivery. If your item is lost during delivery, we will work with the delivery service to locate your package as soon as possible. If the delivery service loses your package before they confirm a successful delivery, we will get a new item sent out to you.
If the delivery service confirms your package is delivered but you cant find it, we recommend checking if someone has accepted your package for you and placed it somewhere safe without your knowledge. We are not responsible for lost/stolen packages.
What is your returns policy?
Due to the intimate nature of our products, we only provide refunds under limited circumstances: ONLY if the product is faulty will we provide a refund.
Please inspect your order when you receive it, customers need to contact us within 10 days if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.
Here at Pleasure Genius, customer satisfaction is important, and we aim to do our best to resolve your issue.
What if my product is faulty?
To report an issue with your order:
- Contact us at support@pleasuregenius.com
- Contact us within 10 days of receiving your item(s)
- Send us a picture or video of damaged item
- Attach proof of purchase (receipt) to the email
When we receive your email, we will work with you to find the best way to help resolve the issue.
How long does it take to process a refund?
We aim to process your return as soon as possible, but on occasions it may take up to 21 days for your refund to be processed. If you have not been refunded after 28 days, please contact us at support@pleasuregenius.com with the proof of postage information from your return carrier receipt and we will investigate this further.