Shipping & Delivery

1. Shipping Method and Cost:

• Free shipping on all orders $65+, in other cases, please refer to the description on the website.
• Shipping method: USPS, UPS, YANWEN and so on, but we do not support specify the shipping method at present. Orders shipped via YANWEN will be transferred to USPS or ONTRAC for the final delivery.

2. Tracking:

• Confirming the format of “Tracking Number Example“, then copy the “Tracking Number” of your parcel first.
• Click the “Tracking Link” which matches the tracking number, paste the “Tracking Number“，then click the “Track” or other symbols to search. There will be the logistics information of your parcel.
• If you still do not know how to track your parcel, please contact us: [email protected].
• The delivery time may be affected by various reasons. If the package is delayed, please wait patiently for 2-3 days or contact the local post office for consultation, or contact customer service to confirm the situation.
• Please note that the product(s) only deliver to locations within the United States.

3. About Warehouse Locations

• We have two main warehouses in America: one in California and the other one in New Jersey. We will match the shipping warehouse according to the stock and address to ensure that the product will be delivered to you as soon as possible.
• We also have a warehouse in China. The warehouse in China is mainly used to handle emergency out-of-stock shipments or to ship the package to Australia.

4. Country of Delivery

United States and Australia. We will ship the product from US warehouse or China warehouse according to your address.

5. We can ship to APO/FPO and other military addresses and PO BOX addresses. APO/FPO and other military addresses to fill in the requirements:

• Recipient Name: APO and FPO can fill in the recipient’s military rank, and DPO is prohibited from filling in the recipient’s military rank;
• Address Column: Must to fill in Unit and Box Number;
• City: Must be filled in for APO or FPO or DPO;
• State: one of AA/AE/AP;
• Reference: AA (Armed Forces Americas)/ AE (Armed Forces Europe)/ AP (Armed Forces Pacific)

6. About the Order Processing Time, There Are Three Situations:

• If the stock of the purchased product is sufficient, from Monday to Friday, the product in your order will be shipped within 24h-48h. If you purchase the product on the weekend, it may be shipped the following Monday.
• If a product is suddenly out of stock or it is a pre-sale product, we will urgently transfer the product from the warehouse in China, but there is usually a delay of at least one week. If you are in a hurry, please contact the customer service department for details of the delay.
• Please note that weekends and holidays are not considered business days by aesextoy or our shipping partners. We arrange holidays for many festivals around the world, such as Christmas, Chinese New Year and so on. During holidays, delivery will be slightly delayed (about 2-3 days). Similarly, customer service response will also be slightly delayed, but we will get back to you as soon as possible, please don’t worry.

7. How Can I Track My Order?

• Once your order has shipped, we will send you an email with a tracking number and a link you can click to track your order.
• Check the above information under “Tracking” to learn how to track your package or contact customer service for assistance.

8. How to Change My Delivered Address?

• As soon as you realize that your shipping address is wrong, please contact our customer service ([email protected]) within 24h! We will help you change your shipping address before your order is shipped.
• Please note: We can’t change the shipping address once the order has been shipped. You can only try to contact the local post office to deliver the package to your correct address.

9. Is My Package Discreet?

We protect your privacy by being 100% discreet. Each order is shipped in a plain box or bag with no indication of what is inside. Neither “aesextoy” nor our logo will appear anywhere on the outside of the package. No one will know what you’ve purchased. However, your mailing address and ours are needed to successfully ship the package to you.

10. What will happen to the package when it arrives if I’m not home?

• If you are not at home when your package is delivered, the carrier will find a safe place to leave the package. If they are unable to leave the package in a safe place, you will either receive an email explaining the next steps or you will receive a card through the mailbox.
• If your package is sent to a local delivery office, it will be held for 10 days before being returned to us. Don’t forget to take the delivery notification (collection card, SMS, email if applicable) and a photo ID registered to your delivery address with you when you pick up your order in person.
• But to avoid the similar thing happened, please keep an eye on the shipping status after you made an order.

11. Note:

(1) About the Address:

• Please double check your shipping address before you check out and add your house number if you have one. We are not responsible for any product once it has been shipped.
• Situations where we may not be able to assist you include, but are not limited to: If you are no longer at the address when the package arrives; If you are not present to receive it at your home or elsewhere; If you do not claim it from a shipping facility in a timely manner after you are notified;
• Products returned to sender due to failure to claim or bad addresses, we can resend it to you only charge the shipping cost, or refund you the cost of the product except the shipping cost;

(2) About Package Lost:

• aesextoy is not responsible for lost, misdirected or stolen packages.
• A lost package is one that does not show confirmed delivery via the tracking number. If your tracking number shows the package as delivered, the insurance will not cover the loss.
• If your package’s tracking number shows that it has been delivered, but you have not actually received the package, you will need to contact the shipping company yourself. Please note that a missing package must be reported within 72 hours of confirmed delivery (as indicated by the tracking number). After 72 hours, retrieval may not be possible. It is assumed that the customer has provided a secure location for packages to be left.
• To file a claim with the carrier, use these instructions: https://www.usps.com/help/missing-mail.htm. (USPS) ;

(3) About International Shipping:

• If you purchase a product that cannot be shipped internationally and it is also out of stock in the local warehouse, we will contact you to replace the item.
• aesextoy is not responsible for any fees or taxes imposed by your country including but not limited to customs fees/tariffs. But normally there will be no extra fees charged, if you meet the similar situation, you can confirm with us first.
• We are not responsible if your products are refused at customs, if the country does not allow adult products to enter its borders, or if it is a crime to possess an adult product in general or specifically. Please research the policies of the country you are shipping to.