Return Policy

At Canadiansextoys.ca we want our customers to be happy with their purchases, however due to the nature of the products that we sell we are unable to accept returns on any product that is designed to come into contact with body parts or body fluid.   This policy is put into place to protect our customers and staff. 

Please choose your products carefully and if you have any questions about any of the products we carry, please contact our very informative sales staff at sales@canadiansextoys.ca or online through our live chat support.

Damaged and Defective Items

Please use care when opening your product as if a return is required. Your product will have to be returned in its original UNDAMAGED packaging. 

When you receive your order, please check all items to make sure that the items you received are correct and properly functioning.  If you should receive an item that is incorrect, damaged or defective, please contact our Sales department immediately, after 48 hours we will assume the product has been used.  Please ensure that all contact includes your order number and description or part number of the item or items in question.  We will assess this information and issue an RMA # with instructions on how to return the item.  We do not accept returns without an RMA #.  Items will be exchanged only; refunds will not be issued for damaged or defective items.    

Items that are being returned must be complete with all manufacturer original packaging in its original condition and include all items, including warranty cards, instructions and batteries.  

We reserve the right to refuse any items returned if we suspect that the item may have been used or if any of the original product/packaging is missing.  Items that are in a sealed package that has been opened are non refundable and non exchangeable.  These items include, but are not limited to;  Fleshlights, lubes and lotions and Kamasutra. 

We are unable to warranty any item that has been used, please consult you packaging for the manufacturer’s warranty information.  If you cannot locate the manufacturer’s information, please contact us and we will provide you with the proper information for your product. 

Order Cancellations

If you have made and order and would like to cancel or change it, please contact us as soon as possible.  Depending on what stage your order is in, we may or may not be able to cancel it. 

1. Order received, payment processed – Your order can be cancelled, but will be subject to a 10% cancellation/restock fee.
2. Order has shipped – Your order cannot be cancelled once it has shipped.

 Shipping and Handling

 All orders ship via Canada Post expedited shipping or Express Post.  Free Expedited shipping is available on all orders over $75.00.  Orders that are under $69.00 and that have selected the free shipping option will be cancelled and a notification will be sent to you, requesting that you re-submit your order and select the appropriate shipping.

COD Shipping

COD orders over $200 require a 50% deposit before the order will be shipped. To arrange a deposit, please email sales@canadiansextoys.ca A deposit may be in the form of a credit card preauthorization or a money order.

If a COD order is not picked up or Returned to Sender the person making the order will be invoiced for the actual shipping charge for sending and receiving the package. Invoices are due on receipt, any invoices not paid within 15 days will be forwarded to our collection agency.

 Discretion 

We take our customers privacy very seriously.  All shipments are shipped in plain, unmarked boxes and all items are wrapped in opaque plastic inside the box as an added privacy measure.  The return label on your package is simply our warehouse mailing address;

 PCC Ltd
PO Box 576
Whitecourt, AB T7S 1N6 

*Please remember all charges to your credit card will show up as PCC Ltd also.

 Delivery Times

All orders placed by 10:00am MST will be shipped same day. Orders received after 10:00am MST will be shipped on the next business day.  We do not ship on weekends or statutory holidays. 

* these times are estimates and are dependant upon Canada Post 

Stock Availability 

Items that are out of stock are usually only out of stock for 3 to 7 days.  If you have any questions about stock availability, please contact our sales department at sales@canadiansextoys.ca   If you choose to select a product that is marked out of stock, we will only notify you if the shipping date it more than 7 business days after your order. 

Incorrect Address or Unclaimed Shipments 

Orders that are returned to us for Incorrect Address or as an unclaimed shipment will be subject to additional fees prior to being shipped again.  Should you decide that you do not wish the shipment to be re-shipped, a refund may be issued for the order amount less the total amount of shipping incurred and a 10% restocking fee. 

Return Shipping

If we make a mistake with your order or are responsible for damage to a product we will pay to have your return shipped. For manufacturers defects contact us for an RMA for return to us or instructions on returning to the manufacturer. In either case return shipping is NOT covered. Items received without an RMA or sent COD will be not be refunded or replaced.

 Cleaning and Toy Care

 As the products we sell are, manufactured and handled for packaging. We can not guarantee the product is sterile and ready for use. We strongly recommend that you clean all your toys prior to using them.  Please see http://www.canadiansextoys.ca/mall/mainlinks/toycare.aspx for cleaning instructions.