Frequently Asked Questions

General Questions

Q: What currency are your prices in?
A: All our prices are in Canadian Dollars. If you are shopping from the USA, click here to see what your purchase will cost in US Funds http://www.xe.com/ucc/

Q: How long does it take to get my order?
A: Orders are usually processed and shipped within 24hrs. If there will be a delay, you will be sent an email informing you. Once processed, it depends on the shipping type you select. If you select regular mail, its 2-15 business days, depending on where you live, If you select express, its 1-7 business days depending on where you live.

Q: I got my order but it doesn't match the description online?
A: From time to time the manufacturers change how the products are made, this may include different packaging, name description. We will not send an item that does not match the dimensions and materials of an item you have ordered. If you have a concern, please email sales@canadiansextoys.ca If we cannot satisfy you that you have in fact received what you ordered. We will arrange to have the product returned. We do not pay return shipping. Items returned without a RMA or not in its original packaging will NOT be replaced or refunded.

From time to time if we are out of a color of a product and we have an alternate in stock, we may substitute the color to prevent a back order and delay in shipping as long as is does not have an effect on the use of the product.

Payment Questions

Q: What if I want to cancel my order?
A: Orders can be cancelled at any time prior to shipping, fees may apply as follows;

- If your credit card has not been charged     - No Fee

- If your credit card has been charged           -You will be refunded your total less a 10% cancellation processing fee

- If your order has been shipped                   - cancellation not possible, once you receive your                                                            order, contact us for return authorization

Q: What types of payment do you accept?
A: Presently we are accepting Visa, MasterCard, Paypal and Money Order.

Q: Is my credit card charged when I make my order?
A: Yes, it is illegal to hold credit card information, once your order is complete, credit card information is deleted.

Q: Will I be notified if payment is declined?
A: Yes you will be notified immediately if the payment you are using is declined.

Q: I am ordering from the USA, how will my credit card be billed?
A: Your credit card will be discretely billed, in Canadian funds. Your credit card company will convert that amount to US dollars at the rate that day. Click on this link anytime during your shopping adventure to see what the US dollar equivalent is. http://www.xe.com/ucc/
Note: This is an estimate, your actual charges may be different depending on you credit card company.

Q: I am ordering from outside Canada, do I get charged Canadian GST or Provincial tax?
A: No, tax is not charged on non-Canadian orders. Although you are responsible for any duties or tariff's which may be levied by customs. (ie. State Taxes)

Q: Is my personal/credit card information Secure?
A: Yes, all transactions and information are handled on our Secure Server.  We do not sell or give personal info or E-mail lists to anybody.

Q: Can I return a product?
A: See our return policy, by selecting Policy at the top of this page

 Note: Shipping charges are not refundable on returned orders.

Q: I received my order and it is not what I want... Can I return it?
A: See our return policy, by selecting Policy at the top of this page

Q: Is there a warranty on the products I buy?
A: As above, we will replace a product that is broken on receipt without question. You must notify us with 48 hours of receiving the broken item. Due to health and hygiene reasons, we cannot offer warranty or replacement parts on used sex toys, contact the manufacturer, using the information supplied with your product. If you require contact info, or have a question email us and we will assist you. See our return policy, by selecting Policy at the top of this page

Q: What happens if an item I order is out of stock?
A: We will notify you of  the expected shipping date if the delay is longer than 7 business days, as well as offer a substitute that is basically the same and in stock.

Q: Will my package be discretely wrapped?
A: Yes, there will be no indication on the outside of your package as to its contents.

Q: What happens if I forget to select or select an incorrect shipping option?
A: If your order is under $60.00, your order will be automatically sent regular mail and you will be charged $10.95, order over $60.00 will be sent by regular mail for free.

Q: Can I mail my order in?
A: Yes, see our Customer Care link above for instructions

Q: Can I fax my order in?
A: Yes, see our Customer Care link above for instructions

If you have any questions or concerns please email support@canadiansextoys.ca