Frequently asked questions
Shipping
Do you offer free shipping?
Yes. Standard shipping to the lower 48 states and Washington, DC is free with no minimum. Other destinations have the rates listed below.
How fast do orders ship?
Orders usually ship the next business day from our Colorado warehouse, excluding weekends and holidays, by USPS Ground Advantage or a comparable tracked service. You receive tracking by email as soon as the label is created.
Can I get it faster?
Choose Express at checkout: FedEx Home Delivery for $19.97 (orders up to 3 lb) or $29.97 (heavier orders), usually arriving 2 to 3 business days after it leaves our warehouse. Once a package is with the carrier we cannot guarantee a delivery date.
Where do you ship?
The lower 48 states and Washington, DC ship free. Alaska, Hawaii, Puerto Rico, US territories, and military addresses ship by USPS Priority Mail for $17.97 (up to 3 lb) or $29.97 (heavier). Canada ships for $17.97 (up to 3 lb) or $24.97 (heavier); any import duties or taxes charged on delivery are the recipient's responsibility.
Discretion and privacy
What does the package look like?
A plain box or mailer with a nondescript return address. Nothing on the outside says what is inside or names Orchid Toys.
Who sees my order?
We use order information to process and ship your order and provide customer support. See the Privacy Policy for how information is used and shared.
Orders and returns
Can I return an item?
For health and safety reasons, adult toys, lubricants, and apparel cannot be returned once they leave our warehouse. If an item is defective, tell us within 30 days of delivery and we exchange or replace it (we may ask for a photo and try troubleshooting first; qualifying items receive merchandise credit). After 30 days the manufacturer's warranty applies, and as an authorized seller we help you with the claim. Oils and lubricants cannot be exchanged. See the Refund Policy for the full rules.
I received the wrong item, or something is missing.
Email hello@orchidtoys.com within 48 hours with your order number and a photo of what arrived, and we take care of the rest.
My order arrived damaged or never arrived.
Email hello@orchidtoys.com with your order number and what happened; we reply within 1 business day and make it right.
Can I change or cancel an order?
Orders go straight to processing, so we cannot cancel or change them (including the address) once placed. You can refuse delivery or mark the unopened package "Return to Sender"; once it arrives back unopened we refund the product price minus a 20% restocking fee, and shipping fees are not refunded.
Products
Are your products body-safe?
Check the product listing and manufacturer instructions for materials, intended use, and care. If a material or compatibility detail is missing, contact us before ordering.
How do I clean and store a toy?
Wash with warm water and a toy cleaner or mild soap before first use and after each use, dry fully, and store apart from other toys; see Toy Cleaners & Storage.
Which lube should I use?
Follow the compatibility instructions for your toy, lubricant, and condom. Check the product listing and packaging, and contact us if you need a missing detail.
Is there a warranty?
Many brands include a manufacturer warranty, often one year, and we note it on the product page when the maker states it; contact us with your order number and we help with the claim.
Account and payment
Do I need an account?
No. Checkout works as a guest; an account saves addresses and shows order history.
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, and Diners Club cards, plus PayPal, Shop Pay, Apple Pay, and Google Pay.
Must I be 18 or older?
Yes. You must be of legal age in your location to purchase.