Customer Service Frequently Asked Questions
For your convenience, we've provided answers to some of our most-asked customer service related questions below. If you don't find what you're looking for here, please click here to contact us.
Quick Links
Q: Shipping: When will my order arrive?
A: Delivery times depend on your location. Proceed to checkout and continue to the shipping method to see the delivery date. Next day delivery is available in most of Southern California and Nevada. Order by 12 Noon EST for same day fulfillment. Keep in mind that weekends and holidays are not considered business days by PinkCherry, or our shipping partners. Please refer to the promised delivery date for accurate date delivery.
Please refer to our promised delivery date during checkout.
Currently PinkCherry is continuing to ship packages ordered before 12 Noon EST.
Q: Discreet shipping and billing is important to me. How will my order look when it arrives and what will show up on my credit card?
A: Discreet shipping is important to many of us. The shipping label will simply read Customer Service. Below is a sample of an order ready to be shipped. Some orders may be packaged in bubble mailers. Your credit card or Paypal account will be charged under the name TBMBM Inc. which is our parent company.
Q: How much is shipping?
A: Standard shipping is free for orders over $59+ (before tax and after the coupon code is applied) otherwise the cost is just $9.99. If you need your order faster than the standard promised delivery date, you will be provided with other promise delivery dates to choose from. The cost of faster shipping will be determined based on the delivery date you choose.
Q: How do you ship?
A: We ship via UPS, Mail Innovations, and SurePost. Orders shipping via Sure Post and Mail Innovations will be picked up by UPS and transferred to USPS for the final delivery. Once the order is processed an invoice will be sent to you. The tracking link can be found at the bottom of the invoice. Mail Innovations can take 2 to 3 days from the date the package is picked up to update their tracking link.
Q: How does your 110% guarantee work?
A: PinkCherry offers you the best price for sex toys on the Internet. Our 110% guarantee gives you back 110% of the difference if you find a lower price. For example, if the price difference was $10.00, you will receive the $10.00 off the price of the item plus another $1.00. Please note that the 110% guarantee only applies to in-stock items of the same model number from an authorized Canadian retailer. If you find a lower price please contact us (Mon-Fri 9am-4:30pm EST).
Q: 33 Day Price Match Guarantee.
Should you find a better price on anything you have purchased from PinkCherry within 33 days, email cs@pinkcherry.com with the website where you found the better price (must be an authorized Canadian retailer). We will MATCH the price and refund you the difference.
Q: What is your return policy?
A: Because of the intimate nature of the items we sell, we are unable to return or exchange purchased toys and products unless defective. This is for the health, safety and peace of mind of our customers.
Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable. Once these items leave our warehouse, they are considered used, and therefore cannot be returned.
This includes, but is not limited to:
- Vibrators And Dildos
- Douche/Enema Kits
- Anal Toys, Beads And Plugs
- Cock And Ball Devices, Cock Rings And Cock Sleeves
- Gags And Ropes
- Lingerie And Men's Wear
Lubes, massage oils, condoms, and body paints are also not returnable.
Q: What if an item is defective?
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please click here to contact us to let us know of the issue. We will then issue a Return Merchandise Authorization number (RMA) via email which will provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (the customer will be responsible for the cost of shipping the item back to us), we will promptly ship a new replacement to you free of charge once the return is received and processed. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
Q: Can I cancel my order or make a change of address?
A: In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted.
Once the order is processed and shipped we can not make any changes to the address. In most cases, if the order can not be delivered due to an address error, the parcel will be returned to us by the carrier. All returned orders will be refunded and can NOT be shipped back out.
Q: Free Gift With Purchase Offers
A: Orders over $79+ (before tax and after the coupon code is applied) may be entitled to a free gift with purchase. This offer can be changed without notice. If the order goes below the minimum requirements for the free gift a message will appear at checkout to advise you the item has been removed from the order.
Here is where you will check the free gifts we currently offer. Please note that these change without notice.
Here is where you will add your free gift if your cart is eligible.
Confirmation message once your free gift has been added
If you enter a coupon code and your subtotal drops below $79+, your free gift will be removed from your cart and you will see these popups.
Here is where you will check the free gifts we currently offer. Please note that these change without notice.
Here is where you will add your free gift if your cart is eligible. If you don't see this, please tap "Show Order Summary" to display the free gifts.
Confirmation message once your free gift has been added
If you enter a coupon code and your subtotal drops below $79+, your free gift will be removed from your cart and you will see these popups.
Q: I have a PinkCherry Coupon Code where do I enter the PinkCherry code?
A: Your coupon code can be entered at checkout. Once the code is entered you will see the discount for the PinkCherry coupon code automatically applied to the total. Limit one coupon code per order.
You can also add your coupon code at the checkout page. Just tap on "Show Order Summary" and add your coupon code in the field marked below
The last place you can add your coupon code at the checkout page is at the payment step. Add your code in the field marked below
Q: What products do your sale restrictions include?
A: Currently the following manufacturers DO NOT allow any further discounting of their product prices unless it is exclusively mentioned for that brand of product:
- Eroscillator
- Womanizer
- We-Wibe
- Bathmate
How We Measure
The length measurement indicates the entire length of the toy, from top to bottom including any handles and bases. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy's head and extend it to its base. Do not curl the measuring tape over the base.
The width measurement indicates the horizontal diameter of the toy's surface at its widest point. With the toy placed on a seamless hard surface, place one end of the measuring tape flat across its widest point. Do not curl the measuring tape around the edges of the toy.
The insertable length measurement indicates only the length of the insertable portion of the toy, excluding any surface that is not intended for penetration. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy's head and extend it only to the end of the shaft. If your toy has a harness base, suction base, testicles, or a handle, it is not a part of the toy's insertable length measurement.
The girth measurement indicates the circumference of the toy around its widest point. With the toy held upwards on a hard surface, hold one end of the measuring tape at the center of its widest point, and wrap it around the toy until you're back where you started. Be sure not to overlap the measuring tape to get an accurate measurement.
Q: How can I contact you?
You can reach us by chat or email Mon-Fri 9am - 4:30pm EST and Sat-Sun 10am - 4pm EST (excluding holidays). Also feel free to contact us through our website.
Q: How to unsubscribe from the newsletter
A: You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter. Scroll to the bottom of the next page and click unsubscribe again. You will receive a message indicating you have unsubscribed successfully.
Q: How do I reset my password?
A: You can reset your password by clicking on Login/Register at the top of the home page. Type in the email used to register your account and then click on reset password. The new password will be emailed to you.
Q: Can I add an order to my account?
A: We cannot add orders to an account. You must be logged into your account while placing an order for information to be reflected on your account.
Q: How do backordered items work?
A: Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.
Q: Does PinkCherry have a store I can visit?
A: No. We are an e-commerce business. All items are shipped directly from our warehouse. We are not open to the public.
Q: Can I place my order over the phone?
A: All orders must be placed online. We can not place an order over the phone.
Q: How can I place an order?
Once you've found the product you want to purchase, click the add to shopping cart button. Once you are done choosing the items, click the proceed to checkout button to fill in the information required. Choose your desired shipping and payment option. Once the order has been placed, a web confirmation number will be provided to you at the top of the page. You will then automatically receive a confirmation via email.
Q: What payment methods are available to me?
We offer all major payment methods like Visa, Mastercard, American Express, along with Express Checkout options; PayPal, Apple Pay, Google Pay, and Shop Pay.
Q: I want to cancel my order but it has already been processed
A: Unfortunately we are unable to cancel your order once it has been processed. If you no longer wish to receive the order we suggest you mark the package Return to Sender and refuse the order at the time of delivery. You can also bring the unopened package back to the carrier and advise them you are refusing the delivery. All orders are considered used once the shipping box is opened and will not be accepted back by our warehouse. Please make sure the shipping box remains sealed.
Q: What are "Black Friday Prices Now?"
A: Black Friday Price Now highlights the best of our blowout deals as we gear up for Black Friday sales. It is not a guarantee that the price will not change.
Q: How do PinkCherry Points work?
To collect PinkCherry Points please make sure you are logged in to your account or create an account when checking out.
PinkCherry Points earned will vary depending on current promotions. When you redeem, each point is worth 1 cent; 100 PinkCherry Points equals $1 towards your future purchases.The minimum number of points required to redeem is $500 PinkCherry Points ($5). To use your points, make sure you log into your account, apply your PinkCherry coupons/discounts, then use the Rewards Slider at checkout to use your points and save.
Click Here to go to your Loyalty Page
Please note: It can take 5-7 business days for PinkCherry Points to show up in your reward balance.
Effective September 1, 2020, if an account is inactive over a 12-month consecutive period, no points are accumulated nor redeemed, all PinkCherry Points will expire.
