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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.

We do expect that you will perform your due diligence in researching the products you are purchasing since we are not able to offer satisfaction guarantees. Please have an understanding of your size and performance expectations prior to ordering. Due to the variations in computer monitors, colors may differ from what you perceive on your particular monitor. Measurements are provided as per the manufacturer and also 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.

We are unable to consider returns in cases of a misjudgment of size. Please note that due to their nature, some products have slightly different return parameters. If you find yourself here, then we figure something may have gone awry. No worries, we will do our very best to make things right. However, bear in mind that due to their intimate nature most sales are final and we do have some guidelines and procedures we must stick to, we're sure you'll understand.


Clearance & Closeout Items - Clearance and Closeout items are often deeply discounted and all sales of these items are final. They will not be eligible for return even if unopened/sealed. Electronic and motor operated items will be opened, tested and verified as functional before shipping. These items may not be eligible for replacement in case of future malfunction. Manufacturer warranties may not apply to clearance items. Manufacturer coupons will not apply to clearance items.


Unauthorized Returns - Unauthorized returns will not be credited. Unauthorized returns include:

  • Returns made without RMA approval (unauthorized returned packages will be returned to sender as Refused).
  • Returns made with the pretense that there is a defect, when in fact, one does not exist.
  • Returns made after the return parameters have expired. This information will be clearly laid out within your return instructions.

Refused Shipments or Incorrect Address - Refused Shipments or Incorrect Address - Please do not refuse your shipment. If your order has shipped and you no longer want it, once received, DO NOT OPEN THE PACKAGE. Fill out the Non-Defective Novelty RMA request. Our returns department will follow up with instructions as to how to return your package (if it is eligible for return). A re-stocking fee may be applied should a package be undeliverable due to incorrect delivery information provided by the customer. The package may be re-shipped at the customer's expense. Please note: Packages returned to us without prior approval and with no RMA will be refused.


Is your order tracking as delivered but you haven't received it? - On occasion, UPS or the United States Postal Service mistakenly deliver items to the wrong address - it's a fact of life in the internet age. In some cases, packages are stolen. SheVibe highly recommends purchasing insurance or signature required services for packages of high value prior to checkout. If you require assistance with a missing package, select the appropriate Inquiry Form from the menu below.


Returns, Replacements & Missing Package Inquiries

If you need to request a Return Merchandise Authorization (or you would just like to familiarize yourself with our return policies) please choose the appropriate option from the RMA Inquiry Form below that best resembles the problem you are having.

If you discover an item is missing from your order, or you have received an incorrect item, please fill out the Wrong Item / Missing Item form from the dropdown.

If your package’s tracking number is showing as delivered but you have not actually received the package, please choose the Missing UPS or Missing USPS Package Inquiry (depending on which service your package shipped with) from the dropdown. Follow the instructions within the form and once completed, fill out the form itself. Please note that to best assist you, a missing package needs to be reported within 72 hours of confirmed (as per the tracking number) delivery has taken place.

Once you have filled out and submitted the appropriate form, we'll have one of our representatives respond within 24 to 48 hours (we'll usually get back to you much more quickly than that). If it happens to be the weekend or a holiday, someone will address your needs the following business day. If you have questions, you can reach us toll free at (888) SHE-VIBE (888-743-8423), Monday thru Thursday, 10 AM - 5 PM, Friday 10 AM - 1 PM EST, or you can email us.

Fill out the form below. We'll get back to you within 24 hours.
In order for a defective novelty to be considered for return, the following criteria must be met:
  • A cosmetic defect which is detected upon receipt of the product before it has been used. We ask that you provide pictures of any cosmetic defect by attaching an image below. A cosmetic defect must be reported within 24 hours of confirmed delivery. Or, a mechanical defect which occurs within the first 30 days of ownership. If you have had your product for more than 30 days, you may be eligible for a warranty replacement, please fill out that form from the drop down menu.
  • Products must be used in the manner for which they were intended. Defects which occur from altering, overuse, misuse, abuse or excessive force will not be considered.
  • Please be certain that there is an actual mechanical defect.
    • Fully read the user manual.
    • Make sure that your unit does not have an engaged travel lock.
    • Always try fresh batteries first.
    • Make sure batteries are properly placed.
    • There are often notches in the cap and base that need to line up before tightening the cap so that the contacts align properly.
    • Charge the unit as per the manufacturer’s instructions completely before attempted use.
    Still unsure? Your SheVibe representative can help you to determine if your item has an actual defect.
  • Items returned with the pretense that a defect exists or which have been tampered with to create the appearance of a defect will be disposed of and no replacement will be issued. Used items which have been "switched out" under the guise of a new purchase will be detected and no replacement will be issued.
  • Defectives will be replaced with the same item. No refunds. SheVibe will replace a defective one time. Any future defects will be handled through the manufacturer provided your item still falls under a warranty. Some defective items will be handled via the manufacturer only.
  • We cannot replace a defective before it has been received by our warehouse.
  • A return label will be provided to you if it is determined an actual defect exists within the initial 30 days of ownership. Only 1 label will be issued. Please make sure that you have provided the correct email address and that your spam filters do not intercept emails from SheVibe.com or UPS.
  • Please provide any pictures of the defect, if visual in nature, by using the attachment option below.
  • The RMA (Return Merchandise Authorization) number must be written on the outside of the return package.
  • If you checked out as a guest when placing your order, it will be necessary for you to create a SheVibe Account. After submitting the form below, please go here to register your account using the email you provided when placing your order. We will securely communicate with you going forward via your SheVibe account. Thanks so much!
By submitting this form you acknowledge that you understand these conditions.
In order for a non-defective novelty to be considered for return, the following criteria must be met:
  • Items which do not have an intact manufacturer seal, an intact tamper proof seal applied by SheVibe or some other tampering deterrent are not eligible for return. This is for the safety and peace of mind of all of our customers. Clearance items are not eligible for return. Mechanical items sold at a clearance price will be tested prior to shipping and may be ineligible for replacement regardless of warranty.
  • We are sorry, but we absolutely cannot accept returns for opened dildo items. Please make sure the sizing suits your needs before purchasing. No exceptions.
  • We are sorry, in order for us to keep our prices down we do not offer satisfaction guarantees. We do not endorse the claims of manufacturers, we simply provide the information they provide to us.
  • Refunds will be denied for items or packaging deemed used, tampered with, tried on, opened or altered in any way. Items returned in this condition will not be credited and will be disposed of.
  • Please be advised that we do not pay for shipping on returns. For your protection, please use a traceable method of return such as UPS, FedEx or USPS Priority Mail. If the item is not received in our warehouse, we cannot issue credit for it.
  • Original shipping fees will not be refunded.
  • The RMA (Return Merchandise Authorization) number must be written on the outside of the return package.
  • Merchandise credits can be issued equal to the product price with no deductions. A refund to the original form of payment may incur a 15% restocking fee. This is to cover administration fees and shipping costs which may now be applicable depending on the original conditions of the sale.* Please allow 30 days for refunds.
  • By submitting this form you acknowledge that you understand these conditions.
  • If you checked out as a guest when placing your order, it will be necessary for you to create a SheVibe Account. After submitting the form below, please go here to register your account using the email you provided when placing your order. We will securely communicate with you going forward via your SheVibe account. Thanks so much!
If your item is now defective, has been in your possession for 30+ days and is covered by a manufacturer warranty you may be eligible for a replacement. The following criteria must be met:
  • A mechanical defect has occurred after 30 days of ownership. If the manufacturer warranties this product beyond 30 days, we will help you to facilitate resolution. Please bear in mind that we may refer you directly to the manufacturer for replacement.
  • The item must have been purchased through SheVibe.com. Items purchased as "clearance" may not eligible for warranty consideration.
  • Products must be used in the manner for which they were intended. Defects which occur from altering, overuse, misuse, abuse or excessive force will not be considered.
  • Items returned with the pretense that a defect exists or which have been tampered with to create the appearance of a defect will be disposed of and no replacement will be issued. Used items which have been "switched out" under the guise of a new purchase will be detected and no replacement will be issued.
  • Defectives will be replaced with the same item. No refunds. SheVibe will help to facilitate a replacement unit for you. Any future defects may be handled directly through the manufacturer provided your item still falls under a warranty. Some defective items will be handled via the manufacturer only.
  • We cannot replace a defective before it has been received by our warehouse.
  • The customer will be responsible for return and replacement shipping. The returns department will provide you with detailed return instructions upon approval of your claim.
  • Please provide any pictures of the defect, if visual in nature, by using the attachment option below.
  • The RMA (Return Merchandise Authorization) number must be written on the outside of the return package.
  • If you checked out as a guest when placing your order, it will be necessary for you to create a SheVibe Account. After submitting the form below, please go here to register your account using the email you provided when placing your order. We will securely communicate with you going forward via your SheVibe account. Thanks so much!
By submitting this form you acknowledge that you understand these conditions.
In order for a missing item or wrong item shipped return to be considered, the following criteria must be met:
  • The incorrect item was shipped due to a mistake by our warehouse.
  • A paid for item is missing from your order. Please fill out the form below and we will provide you with further instructions.
  • You must notify us within 24 hours of confirmed delivery.
  • If you've received an incorrect item, 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.
  • The RMA (Return Merchandise Authorization) number must be written on the outside of the return package.
  • If you checked out as a guest when placing your order, it will be necessary for you to create a SheVibe Account. After submitting the form below, please go here to register your account using the email you provided when placing your order. We will securely communicate with you going forward via your SheVibe account. Thanks so much!
By submitting this form you acknowledge that you understand these conditions.
Returns from Canada, the UK, Australia or New Zealand must meet the following criteria to be considered:
  • All motor and battery operated items are tested prior to leaving our warehouse - these items are not eligible for return. Please contact the manufacturer directly for warranty replacement.
  • A defect in workmanship (cosmetic defect) which is detected upon receipt of the product before it has been used. We will ask that you provide pictures of the defect in order to help us to determine the cause and the ultimate resolution. Customer must notify SheVibe.com within 48 hours of confirmed delivery if a damaged item is received.
  • If your package was damaged in transit, resulting in damaged product – please continue by filling out this form and provide images of the damaged package and damaged item.
  • If the item requires return, the customer will initially be responsible for return shipping charges. Items which are returned but not actually damaged will be disposed of and credit will not be issued.
  • If an item is found to have a true defect, the customer will be reimbursed (basic postal service rates only) for their cost in return shipping. You must include a copy of your receipt for the return shipping cost. If a receipt is not included, an estimated amount will be reimbursed.
  • A merchandise credit will be issued for all approved damages and return shipping.
  • Please provide any pictures of the defect or damage by using the attachment option below.
  • The RMA (Return Merchandise Authorization) number must be written on the outside of the return package.
  • All other applicable return guidelines also apply.
  • If you checked out as a guest when placing your order, it will be necessary for you to create a SheVibe Account. After submitting the form below, please go here to register your account using the email you provided when placing your order. We will securely communicate with you going forward via your SheVibe account. Thanks so much!
By submitting this form you acknowledge that you understand these conditions.
If your tracking number is showing that your UPS package has been delivered but you did not actually receive it, please follow these instructions and fill out the information form below. We must be notified within 72 hours of confirmed delivery. After that timeframe has passed, we will be very limited in our abilities to recover or replace the package.
  • Verify that the package was not left with a neighbor or roommate.
  • Please call (800) 742-5877 (1-800-PICK-UPS) as soon as possible after "delivery" has taken place.
  • If you prefer, you can Report Your Package Problem online.
  • Have your tracking number handy for reference.
  • You do not need to describe what was in the package, if a description is asked for, t-shirts will suffice.
  • UPS will file a trace for the package, please allow up to 8 days for the investigation to be completed.
  • If UPS is unable to locate your package, we will file a claim on your behalf. We highly recommend purchasing insurance or signature required for packages of high value prior to checkout.
By submitting this form you acknowledge that you have followed the instructions above.
If your tracking number is showing that your USPS package has been delivered but you did not actually receive it, please follow these instructions and fill out the information form below. We must be notified within 72 hours of confirmed delivery. After that timeframe has passed, we will be very limited in our abilities to recover or replace the package.
  • Verify that the package was not left with a neighbor or roommate.
  • You must call or visit your local postal facility as soon as possible after "delivery" has taken place.
  • You must ask to speak to a supervisor.
  • Ask them to speak to your delivery person and to double check the back of the facility.
  • Have your tracking number handy for reference.
  • You do not need to describe what was in the package, if a description is asked for, t-shirts will suffice.
  • You may call the USPS 800 number if you wish but please know that this is largely ineffective, speaking to someone directly will provide better results.
  • If USPS is unable to locate your package we will file a claim on your behalf. We highly recommend purchasing insurance or signature required for packages of high value prior to checkout.
By submitting this form you acknowledge that you have followed the instructions above.

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