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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. Your use of the SheVibe site implies your understanding and compliance with our procedures and policies.

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. If we find that the manufacturer measurements are incorrect, we will update the information on the product page. This is the most accurate information we have at the time a product is added to the site.

We are unable to consider returns of opened items because of a misjudgment of size. Select items are not returnable regardless of whether they are opened or not. This will be noted on the product page. 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.


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. We have a strict return policy in place for the safety and peace of mind of all our customers.

We apply our own seals to most non-mechanical, insertable items which measure 4" or more. This provides the customer the opportunity to evaluate the size prior to opening. Over sized dildos will not be returnable under any circumstance. This will be noted on the product page.

Seals can lift and jostle in transit. This DOES NOT mean that your item has been tampered with.

Please see the below images for reference. We will never take back, re-ship or re-sell items that have a fully removed seal (image 4). Only the end customer removes the seal.

Dildos which come in a plastic clam shell will be securely stapled. Clamshells are notorious for cracking or splitting in transit. This in no way means your item was opened or tampered with.


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. If you have purchased a clearance item, it will be noted on your packing slip. If you are having trouble with an item you bought on clearance, you will need to contact the manufacturer directly.


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

  • Returns made without RMA approval. These packages are considered a bio-hazard and will be disposed of.
  • 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 provided 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 are considered a bio-hazard and will be disposed of.


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 drop down menu below that best resembles the problem you are having. Missing item claims must be made within 24 hours of confirmed delivery.

Which Form Do I Fill Out?


  • Defective Novelty Return: Product malfunction 30 days or less after delivery.

  • Non-Defective Novelty Return: Request to return sealed product, 30 days or less after delivery.

  • Warranty Replacement 30+ Days: Product malfunction 30+ days after delivery.

  • Wrong Item / Missing Item: A paid for item is missing from your order OR an incorrect item has been shipped to you by our warehouse.

  • Missing Package Inquiry: Your tracking number shows as delivered but has not been physically received.

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. If you have questions, you can reach us toll free at (888) SHE-VIBE [(888) 743-8423] Monday thru Thursday, 10 AM - 4:30 PM EST, Friday 10 AM - 1 PM EST, or 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. Hold the power button down for at least a 3 Mississippi count.
      • Always try fresh batteries first. Make sure batteries are properly inserted.
      • 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.
      • If your product is rechargeable and you are using a USB wall outlet adapter, try an alternate adapter.
      • So that we may serve you most efficiently, we may troubleshoot with you virtually so that we can determine if there is an actual defect and if it's necessary to have the unit returned. In most cases, if we can verify the unit is indeed defective (supporting video is most helpful), you will not need to return it.

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.
    • 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.
By submitting this form you acknowledge that you understand and agree to 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.
  • 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. We have a strict return policy in place for the safety and peace of mind of all our customers. We apply our own seals for most dildo items to provide the customer the opportunity to evaluate the size prior to opening.
  • Items which have been in the customer's possession for 30+ days are not eligible for return.
  • Items which do not have pristine, intact packaging are not eligible for return.
  • If you would like to return a sealed item:
    • Please provide images of the intact seal or plastic overwrap of the item(s) you want to return. The file link is at the bottom of this page. You may attach more than 1 image.
    • If a clear, color image(s) is not attached or does not come through, we will not be able to process your request.
    • Items without seals or another opening deterrent are considered used once they leave our warehouse and may not be returned.
    • A refund to the original form of payment will incur a 5% restock fee.
    • Accept a refund in the form of a Store Credit and receive a BONUS $5 credit to shop with and find something else you'll love!
  • Clearance items are not eligible for return.
  • 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.
  • Used items are not eligible for return under any circumstance.
  • 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.
    • Please note that items returned unsealed or tampered with will incur a 50% disposal fee regardless of preferred credit method.
By submitting this form you acknowledge that you understand and agree to these conditions.
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. Please fill out this form only if your product is made by the following manufacturers: Je Joue or We-Vibe
  • All other warranted items will be handled directly through their respective manufacturer. You can find manufacturer warranty contact info on your product's page under the More Info tab.
  • Warranted items will be replaced with the same item. No refunds. Any future defects may be handled directly through the manufacturer provided your item still falls under a warranty.
  • We cannot replace a defective item before it has been received by our warehouse.
  • The customer will be responsible for returning the item to SheVibe plus a $10 (plus applicable taxes) processing fee. The returns department will provide you with detailed return instructions upon approval of your claim. A replacement unit does not re-set the warranty period. All claims are evaluated based on the date of the original purchase.
  • 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.
By submitting this form you acknowledge that you understand and agree to these conditions.
For a missing item or wrong item shipped return to be considered, the following criteria must be met:
  • 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 pictures of all taped sides of the shipping box. We require these pictures to avoid "empty box" scams.
    • 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.
    • If these images are not attached below and submitted with this form, we will not be able to address your issue.
  • 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.
If your tracking number is showing that your package has been delivered but you did not actually receive it fill out the form below. We must be notified within 72 hours of confirmed delivery. After that time frame has passed, we will be very limited in our abilities to recover or replace the package. Please verify that the package was not left with a neighbor, roommate or building mail room/leasing office.
Your use of this form implies your understanding and compliance with our policies and procedures.

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