Because of the intimate nature of the products we sell and for hygienic reasons, once an item leaves our warehouse, they are considered used and cannot be returned unless defective in its original shipping bag/box is unopened. Please make sure the shipping box remains sealed. We will not accept non-defective exchanges on any item that has been opened, used, or worn--no exceptions.
You can return your complete order if the shipping box/bag is unopened. We do not allow individual items to be returned when you have ordered multiple products, as we cannot verify whether individual products have been touched or used. If you would like to return an item in an unopened and original shipping container or box.
First, contact firstname.lastname@example.org. Important: you will need to take the package to the carrier and mark it as “Return to Sender.” Upon receiving and confirming the unopened shipping bag/box, we will issue a refund excluding the shipping fees, regardless of whether your order qualified for free shipping.
Shipping fees are charged by the carriers and are not refundable.
I ORDERED AN INCORRECT PRODUCT
If you ordered the wrong product, we might be able to make an exchange if your digital order has not been processed. Unfortunately, once the order is processed, we cannot retrieve the package; you will need to place a new order. You will need to take the unopened bag or box you do not want to keep to the carrier and be sure to write return to sender outside of the box. We will issue a refund, minus the shipping cost, whether the order qualified for free shipping or not, once the unopened box arrives at our facility.
If the carrier cannot deliver the order to your address (incorrect address, refusals, order entered incorrectly, return to sender), we will issue a refund. However, all shipping costs are nonrefundable and will be deducted from the proposed refund you receive. If your order qualified for free shipping, we would deduct the actual shipping fees from the total refund amount.
I RECEIVED THE WRONG PRODUCT
If you received a different item than what you have ordered, please contact customer care at
within two business days. We will ask you to return the wrong item, and we will place a new order for the correct item.
RECEIVED A DEFECTIVE PRODUCT
If you receive a defective item or product, it is eligible for return within the first 30 days from the delivery date. We can only replace the item or product with the exact item or product and ship you the replacement at no additional cost. Before you return a defective item, contact email@example.com. No defective item or product returns are accepted without prior authorization.
We can only cancel orders that have not left our warehouse. Once the order leaves our warehouse, we cannot retrieve the package back from the carrier. However, you can mark the box “Return to Sender.” Once we receive the package, we will issue a refund, minus the shipping fees. If your order qualified for free shipping, we would deduct the actual shipping fees from the total refund amount.
If the item or product was damaged during shipment or evidence of damage to the outer shipping box, you need to contact the carrier and request additional information on the procedure to file a claim. We cannot take responsibility for any damage that may occur during delivery.
LOST, STOLEN, LATE ARRIVAL
Unfortunately, some orders do not make it to their destination. We cannot accept any responsibility for orders that have been lost or stolen during shipping. You must contact the carrier directly and file a claim if your order is late, stolen, or lost.
Please ensure you have provided us with the correct address. Your address is printed as provided on your shipping label. SULTRYPLAYGROUND™ is not responsible for misdirected packages resulting from incorrect information input on the order page. We cannot change or update an address once the item is in transit.
Questions? Not sure which concern applies to your case, please email us. Please include your order number within the correspondence and any other information that might assist in resolving your matter quickly.