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.
I just bought something from your site. How long will it take to arrive?
All orders are processed and shipped within 24 hours (in stock items only, check the item status on the product page) during the business week. Your order will be processed and shipped same business day if made before noon. Ship times are from 1 to 7 business days, depending on your location. Most parts of Ontario and Quebec get next day delivery. Keep in mind that weekends and holidays, are not considered business days by PinkCherry, or our shipping partners.
|1-7 Business Days
|*Please note faster shipping may be available at time of check out.
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 read TBMBM, which is our parent company. Below is a sample of an order ready to be shipped. Your credit card or Paypal account will be charged under the name TBMBM as well.
How much is shipping?
Canada Post Expedited shipping is free if your order is over $49 (before tax) otherwise it is just $9.99 (Please note that Canada Post Expedited shipping is not available to remote regions. When you checkout you will see if that option is available to your area). Canada Post Xpresspost (1-3 business day delivery) and UPS Ground (1-7 business day delivery) rates are calculated on checkout.Read Less
How do you ship?
We ship via Canada Post and UPS. Keep in mind that UPS does not ship to PO boxes, so any address containing a PO box must be shipped via Canada Post. We provide shipping confirmation and tracking number via email the day your order ships. Your product is shipped within 24 hours as long as it is in stock as indicated on each product page.Read Less
How does your 110% guarantee work?
PinkCherry Canada offers you the best service and price for sex toys on the Internet. To ensure you get both, 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 get the $10.00 off the price 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).Read Less
33 Day Price Match Guarantee.
Should you find a better price on anything you buy from PinkCherry Canada within 33 days just give us a call at 1.888.780.PINK (7465) (Mon-Fri 9am-4:30pm EST) with the website where you found the better price (must be an authorized Canadian retailer) and we will MATCH their price and refund you the difference.Read Less
What is your return policy?
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.
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 you a Return Merchandise Authorization number (RMA) via email and 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 (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.Read Less
Can I cancel my order?
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. Please order carefully.Read Less
I have a PinkCherry ad code (sometimes called a discount code), where do I enter the PinkCherry ad code / discount code?
Your ad code / discount code can be entered in the shopping cart by click here. Once entered you will see the discount for the PinkCherry ad code / discount code automatically applied to the total.Read Less
What products do your sale restrictions include?
Currently the following manufacturers DO NOT allow any further discounting of their product prices unless it is exclusively mentioned for that brand of product:
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 circumfrence 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.
How do I take advantage of my tax-exempt First Nations Status?
You must contact us after placing each order to take advantage of your tax-exempt First Nations status. To receive reimbursement of HST/GST, simply mail or fax us a completed First Nations Sales Tax Exemption Form along with a copy of your First Nations status certificate. All documentation must be submitted within 30 days of the order’s shipping date. Claims will only be considered if all documentation is submitted within 30 days of the order’s shipping date and meets tax exempt requirements as per HST/GST rules and laws applicable in the province that the order has been shipped to. If your claim does not meet all requirements, TBMBM, Inc. will not reimburse any sales tax. Please allow up to 2-4 business weeks for your claim to be processed. To submit via email, scan your completed form and a clear copy of your status certificate and send to firstname.lastname@example.org. Please include “First Nations Sales Tax Exemption” in the subject of your email.Read Less
How can I contact you?
You can reach us toll free by phone or email Mon-Fri 9am-4:30pm EST (excluding holidays)Read Less
How to unsubscribe to the newsletter
You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletterRead Less
How do I reset my password?
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.Read Less
Can I add an order to my account?
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.Read Less
How do backordered items work?
Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.Read Less
Does PinkCherry have a store I can visit?
No. We are an e-commerce business. All items are shipped directly from our warehouse. We are not open to the public.Read Less
Do you ship to P.O. Boxes?
Canada Post/USPS will ship to a P.O. Box, however UPS will not.Read Less
Can I place my order over the phone?
All orders must be placed online. We can not place an order over the phone.Read Less
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, you will receive a confirmation via email.Read Less
I want to cancel my order but it has already been processed
Unfortunately we are unable to cancel your order once it has been processed at our warehouse. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order.Read Less
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. You will collect PinkCherry Points each time you purchase. Read Less
PinkCherry Points earned will vary depending on current promotions. When you redeem; each point is worth 1 cent. So 100 points equals $1.00 towards future purchases. To use your points
just login and you will see them in the Payment Method on Checkout.
Please note: It can take up to one week for PinkCherry Points to show up in your reward balance.
All charges are in Canadian dollars. US shoppers, please visit PinkCherry.com to shop in US dollars.