can I edit or change my order?
- due to the volume of orders, we will not be able to make edits to orders once they are placed. if you need to cancel your order, please email us at email@example.com. once orders are fulfilled and shipped, they cannot be canceled.
I forgot use the coupon code, can you apply it to my order?
- if you forgot to use the coupon code, you may place another order using the code and send us an email to request cancellation of the first order (as long as that order has not yet been shipped)
I placed an order just before/after the promo started/ended, can I get the discount?
- promo codes are not valid on orders placed prior to or after the sale.
the promo code does not work
- all promos are active and valid for the listed time frame, please double check that the code was entered correctly and that your cart does not contain gift cards, bundles/kits or already discounted items.
my order is over $75 but I'm being charged for shipping.
- free shipping is not offered during our holiday sale promos.
why am I not able to redeem my kinky points during the sale?
- sales offers cannot be combined with other offers or reward points.
an item I was eyeing is sold out, will you be restocking before the sale is over?
- we will not restock any items that sell out during the sale.
how long will I have to wait for my order?
- due to high demand orders may take up to 15 business days to be fulfilled.
- please note that processing time does NOT include the shipping timeframe. if you select an expedited shipping method, that time starts once the order is shipped, not when the order is placed.
can I return items I purchased during the sale?
all sales are final on orders placed during promotional periods.
I would like to remove Route package protection from my order
- once an order is placed we are unable to remove Route Package Protection. Route is an order insurance service that protects against damaged, lost or missing packages, and provides an easy, hassle-free way to resolve issues, especially during the busy holiday periods.
- all claims must be filed through Route for replacement orders due to damage or missing packages.
I emailed customer service but I have not received a response
- our warehouse and offices are closed on Thanksgiving day and on the weekends. please review this list again for an answer to your question. for any issues not covered here, please refer to our general shipping & return policy.