Returns

Returns & Missing Packages

Returns & Missing Packages

Here at SheVibe, we understand that ordering online without seeing your items in person can be challenging. We want you to be pleased with your selection and have done our best to bring you the most detailed product pictures and descriptions. Your use of the SheVibe site implies your understanding and compliance with our procedures and policies.

Color & Measurements

Please note that exact color matches cannot be guaranteed. Very often, the color of your toy may vary from what you perceive on your screen. This can be due to a variety of factors beyond our control. An item will not be considered as "falsely advertised" if the color of your item is not exactly the same as the image we have on the SheVibe site. Measurements are provided as per the manufacturer and may vary slightly from the actual object. This is the most accurate information we have at the time a product is added to the site.

All Sales Are Final

Please research and select your products carefully. Because of their intimate nature, once items leave our warehouse they are considered used and may not be returned, even if they have not been opened. This is for the safety and peace of mind of all our customers. Oversized dildos will have an additional warning regarding size on their product page. If you are unhappy with an item you have purchased, please let us know and our Customer Support department will work with you to to help you select a better fit for your next purchase.

We are happy to answer any questions prior to you placing your order and we have lots of tools to help you with your selection:

International Orders

All motorized items will be opened and tested for functionality prior to shipping. Any future defects will be referred to the manufacturer for replacement. Please make sure your item is covered for warranty replacement outside of the U.S. prior to ordering.

A Word About Tamper Proof Seals

Please note that not all items will come with a manufacturer seal, we have limited control over this as every manufacturer has different practices. Please know that EVERY item we sell is brand new. If your item arrives with packaging that looks beat up or compromised, this would have happened in transit. We do not allow returns and defective items are thrown away by the customer.

Clearance & Closeout Items

If you have purchased a clearance item, it will be noted on your packing slip. Clearance items are not covered by SheVibe's courtesy 1 year replacement policy. If you are having trouble with an item you bought on clearance, you will need to contact the manufacturer directly. Please note that no price adjustments will be allowed for clearance items that are further reduced.

Unwanted Packages or Incorrect Address

Unwanted Packages If your order has shipped and you no longer want it, do not refuse the package. Packages that are refused or unclaimed and returned to sender will incur a 25% processing fee. Packages that appear to be opened will be disposed of as a bio-hazard. To appropriately return an unopened package, please follow these directions:

  • Do not open the package
  • Please email us within 72 hours of delivery
  • The returns department will follow up with further instructions
  • Packages that have been sent as replacement for a missing package are not eligible for return or refund under any circumstances

Incorrect Address A restocking or reshipping fee will apply should a package be undeliverable due to incorrect delivery information provided by the customer.

Hassle Free Replacements Within Your First Year Of Ownership*

SheVibe Hassle Free Replacement Logo

If your mechanical product becomes defective within the first year of ownership, SheVibe will replace it for free!*

Depending on our existing agreements, your product's manufacturer may require that you obtain your replacement directly from them. We will refer you to the proper channels when applicable.

Which Form Do I Fill Out? Select the Defective Novelty Replacement option from the "What Do You Need Help With" menu below.

*Details

Please note that this guarantee covers mechanical failure only. Cosmetic defects due to misuse, overuse, wear and tear, acts of fate etc. are not covered by this extended policy.

Please reach out to the manufacturer for remedy if your product still falls under their warranty.

This offer is valid for orders that have shipped within the U.S. only. International customers should seek remedy directly via the manufacturer.

Missing Packages, Damaged Items Or Wrong Items Shipped

Which Form Do I Fill Out?

  • Wrong Item / Missing Item: Select this option from the "What Do You Need Help With" menu below if a paid for item is missing from your order OR an incorrect item has been shipped to you by our warehouse.
  • Missing Package Or Damaged Items Claim: Select this option from the "What Do You Need Help With" menu below. If your package was not delivered as expected or was damaged in transit. Packages are often marked as delivered and then show up in the next day or so.
    • If you feel that your package is truly missing and you opted for SheVibe Package Protect insurance at checkout, your claim is eligible for expedited resolution.
    • If you did not purchase SheVibe Package Protect insurance, your package will not be eligible for expedited resolution.
    • If your package arrives compromised and has caused damage to the products inside, you must file a claim no later than 3 days from when the order tracks as delivered. If only the packaging is damaged, but the product is fine, please do not file a claim.

We're Here To Help!

Once you have filled out and submitted the appropriate form, we'll have one of our representatives respond within 24 to 48 hours. If it happens to be the weekend or a holiday, someone will address your needs the following business day.

Fill out the form below. We'll get back to you within 24 hours.
HASSLE FREE REPLACEMENTS WITHIN YOUR FIRST YEAR OF OWNERSHIP!

If your product malfunctions or becomes defective within the first year of ownership, SheVibe will replace it for free!*

Depending on our existing agreements, your product's manufacturer may require that you obtain your replacement directly from them. We will refer you to the proper channels when applicable.

Please be certain that there is an actual defect before filling out the form. You can find troubleshooting tips and general toy care information here.

Still unsure? A SheVibe representative can help you to determine if your item has an actual defect.

What we need from you:

  • Please fill out the form in its entirety.
  • Please provide a specific description of the issue.
  • Please upload a video via the link for mechanical defects.
    • If you feel that you can't replicate the issue in a video, please indicate that on the form and describe the problem in as much detail as possible.
  • Please upload an image via the link for cosmetic defects. Upload 1 image at a time. They will not load in bulk.

This helps us to troubleshoot your issue and allows us to either get your product working or immediately facilitate a replacement. It also helps us bypass the need to have the defective item returned to us.

The fine print:

  • SheVibe will provide you with one replacement for the defective item within 30 days of ownership or a store credit equal to the value of the defective item after 30 days of ownership.
  • Respective to our vendor agreements, some defective items will be handled by the manufacturer exclusively.
  • If it is determined that a defect exists and the manufacturer requires this item to be returned, a return label will be provided to you. One label will be issued. Please make sure that you have provided a valid email address and that your spam filters do not intercept emails from SheVibe.com or UPS.
  • Products must be used in the manner for which they were intended. Defects which occur from altering, overuse, misuse, excessive force, pet damage or acts of fate do not qualify.
  • Items purchased on clearance are not covered by this policy and will be referred to the manufacturer for replacement.
  • Cosmetic defects for brand new items must be reported within 72 hours of receipt.

This offer is valid for orders that have shipped within the U.S. only. International customers should seek remedy directly via the manufacturer.

By submitting this form you acknowledge that you understand and agree to these conditions.
If you believe you have received an incorrect item or an item is missing from your order, please follow these directives:
  • DO NOT use this form to change an item or cancel an order. Please contact us here.
  • DO NOT use this form if you have ordered incorrectly. Please contact us here.
  • If you've received an incorrect item due to a mistake by our warehouse:
    • Please attach an image of the item you received AND a picture of the part number on the package if applicable.
    • Once determined to be an incorrect item, we will work as quickly as possible to get the correct item to you.
  • If an item you paid for is missing from your order:
    • Please first make sure that it did not ship separately.
    • You must include a picture of the handwritten initials and numbers written on the inside flap at the top end of the box.
    • You must include a picture of the full packing slip.
    • Please retain the shipping box - we may require additional images.
    • If these images are not attached below and submitted with this form, we will not be able to address your issue.
  • Upload 1 image at a time, they will not load in bulk.
  • You must notify us within 24 hours of confirmed delivery of missing or incorrect items.
By submitting this form you acknowledge that you understand these conditions.

Is your package missing or lost? Was your package compromised in transit resulting in a damaged product? Fill out this form and we’ll get you taken care of!

This service is currently available for domestic packages only.

For insured packages that track as delivered:

  • Claim must be filed after 3 days and before 15 days of the "delivered" date.

For packages that are presumed lost:

  • Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days and within 30 days from the last package scan.

For uninsured packages:

  • We are sorry that your package was not delivered as expected, we know this can be stressful. Please wait 10 days after the last package scan as we find most packages very often show up in this time frame.
  • At that point, if the package still has not arrived, please fill out the form and we will provide a store credit. Refunds are not provided.
  • Your claim must be made after 10 days and before 30 days from the last package scan (as per the tracking link).

For damaged packages: We are so sorry that your package was mishandled by the carrier. Your claim must be filed no later than 3 days from when the order was marked as delivered.

  • Please provide clear, color images of the damaged shipping box.
  • Please provide clear, color images of any damaged product packaging.
  • Please provide clear, color images of cosmetic damage to the product(s).

What isn’t covered?

  • Customer has provided an invalid or undeliverable address causing the package to become lost or returned to sender.
  • Items that arrive in damaged outer packaging but are not themselves physically damaged.

If you need your items sooner rather than later:

  • Please place a new order.
  • Send us an email with your new order number.
  • If the original package shows up, do not open it.
  • Write Return to Sender on the unopened package and give it back to the carrier. We will provide a full refund upon its receipt at our warehouse.
  • Packages that have been opened or tampered with will be disposed of and no refund will be issued.
  • If you place a new order and 30 days passes without the original package showing up, email us and we will provide a full refund of the original order.
By completing this form, you acknowledge your understanding and compliance with our policies and procedures.