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

Shipping & Returns

A: Orders placed by 12 Noon EST will ship same-day. Most orders placed after the 12 Noon EST deadline will ship the next business day.

Keep in mind that weekends and holidays are not considered business days by PinkCherry, or our shipping partners.

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 Ontario and Quebec. 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.

Shipping Screenshot - Desktop - PinkCherry

Currently PinkCherry is continuing to ship packages ordered before 12 Noon EST.

Shipping Screenshot - Mobile - PinkCherry

A: "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?"

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.

Shipping Label - PinkCherry

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.

Shipping Selection - Desktop - PinkCherry Shipping Selection - Mobile - PinkCherry

For items delivered to remote areas, there may be an additional charge. Please refer to the shipping estimate at checkout for the final price.

A: We ship via Canada Post, T-Force, and UPS. Once the order is processed an invoice will be sent to you. The tracking link can be found at the bottom of the invoice.

A: PinkCherry Canada 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: What is your 33 Day Price Match Guarantee?

A: Should you find a better price on anything you have purchased from PinkCherry Canada within 33 days of placing an order, please email cs@pinkcherry.ca 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.

If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please 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: How do I cancel my order or change the address?

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.

Products, Sales & Promotions

Q: I have a PinkCherry Coupon Code where do I enter the coupon code?

A: Once you Proceed to Checkout, your coupon code can be entered on the checkout page.

Coupon Code Checkout page - Desktop - PinkCherry Coupon Code Checkout page - Desktop - PinkCherry

The code can be entered in the coupon code field on the checkout page. 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.

Length Width Insertable Length Girth
Length Width Insertable Length Girth
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.

Length

Length

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.

Width

Width

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.

Insertable Length

Insertable Length

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.

Girth

Girth

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.

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:

  • Womanizer
  • We-Vibe
  • Arcwave

Q: What is your Free Gift With Purchase offer?

A: Orders over $99+ (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.

Free Gift Selections Free Gift Added Free Gift Removed
Here is where you can see current free gift offerings and 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 $99+, your free gift will be removed from your cart and you will see these popups.
Free Gift Selections Here is where you can see and 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.
Free Gift AddedConfirmation message once your free gift has been added.
Free Gift RemovedIf you enter a coupon code and your subtotal drops below $99+, your free gift will be removed from your cart and you will see these popups.

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.

General Inquiries

You can reach us by chat or email Monday to Sunday 7:30 AM to 10:30 PM EST (excluding holidays). Also feel free to contact us through our website.

A: You can reset your password by clicking on the Account Icon 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.

Free Gift Selections Free Gift Added
Click the "Forgot Your Password" Link to change your password. Enter the email associated with the account and you will get an email with a link to update your password.

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.

Placing an Order

Q: How can I place an order?

Once you've found the product you want to purchase, click the Add to 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.

We offer all major payment methods like Visa, Mastercard, American Express, along with Express Checkout options; PayPal, Apple Pay, Google Pay, Klarna, and Shop Pay.

A: No. PinkCherry is an online only e-commerce retailer. All items are shipped directly from our warehouse to customers. We are not open to the public.

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.

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.

A: No. All orders must be placed online through our website. We cannot process an order over the phone.

PinkCherry Loyalty & Referral Program

Q: How do I earn PinkCherry Points?

You can earn PinkCherry points by making purchases on your PinkCherry account. Each purchase earns you 10 points per dollar spent, not including taxes and shipping. PinkCherry Points earned will vary depending on current promotions (keep an eye out for double points days)!

Learn more about the PinkCherry Loyalty Program.

To earn PinkCherry Points please make sure you are logged in to your account or create an account when checking out.

Please note: It can take 5-7 business days for PinkCherry Points to show up in your rewards balance.

Your PinkCherry Points can be redeemed like cash to help you save on your next order. Each point is worth 1 cent. So 100 points equals $1.00 towards future purchases.

To redeem your points, log in to your account and add items to your cart. When you proceed to checkout, you will see a points slider under the "Order Summary" tab at checkout. Use the slider to apply your PinkCherry Points (and savings) to your order!

A: Effective September 1, 2020, if an account is inactive over a 12-month consecutive period, no points are accumulated or redeemed, all PinkCherry Points will expire.

A: PinkCherry rewards you for referring friends to becoming new customers. Your referred friends must be first-time customers for both of you to receive rewards for the referral. Referrals must be completed from the Rewards Page module or by sharing your unique referral link for your account. (You need to create an account to redeem rewards). 

When you send a friend a referral through our module, your friend will receive an email with your referral link. They must place the order through your referral link in order for both of you to receive the rewards. When your friend clicks on your link, your friend should see a pop up message to confirm their email in order to receive their unique referral offer. 

When your friend places their first order of $50+ through your referral link, you'll get 1000 PinkCherry Points for yourself! We’ll send you an email when your friend uses your link to make a purchase, and you can check your Rewards History to see any points you have earned from referrals.

Please note: It can take 5-7 business days for PinkCherry Points to show up in your reward balance.

A: If you receive an error message when trying to send a referral link, please check the following: 

  • There are no typos in your friend’s email
  • Your friend is a new PinkCherry customer 
  • If the email has not been previously referred 

If your friend does not see a pop-up with their referral offer, please check the following: 

  • Your friend clicked on your referral link
  • Your friend is a new PinkCherry customer

If you did not receive a referral success email, please check the following: 

  • Your friend is a new PinkCherry customer
  • Your friend completed their purchase using your referral link  
  • Your friend completed the purchase from the email that you sent your referral link to 
  • Your friend completed a purchase of over $50 before taxes, shipping, and after discounts 

Buy Now Pay Later

A: PayPal Installments and Klarna are platforms that let you pay for your PinkCherry purchase over time in 4 easy installments using a credit or debit card every 2 weeks.

A: To use PayPal Installments, your order subtotal must be equal to or greater than $30.00 (after discounts applied).

A: Klarna is an alternate payment method that lets you split your purchase into 4 interest-free payments. Learn more about paying with Klarna.

Mailing Address (not open to the public):

PinkCherry Canada (a division of TBMBM, Inc.)
2-1283 North Service Rd E
Oakville, ON L6H 1A7
Canada

All charges are in Canadian dollars. US shoppers, please visit PinkCherry.com to shop in US dollars.

This website is to only be viewed and used by an adult audience. All models are 18 years of age or older. If you are under 18 years old (21 years old in some states) you are to leave immediately. No exceptions

18 U.S.C Section 2257 Compliance Notice