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Frequently Asked Questions
Shipping & Order:
Orders are typically processed at or before 8:00 PM EST Sunday through Thursday. Depending on rare factors such as unusually high order volume, inventory restocking, warehouse closures etc, fulfillment may take up to 7 days after the order is received.
All the products in your order will ship together (except for Pillo, which ships separately due to its size.). Please note: if one of your items is out of stock temporarily, it will hold up your entire order until it becomes available. We do not provide split-shipping because it is less environmentally-friendly, and because it increases the chances of a lost or delayed shipment.
You must be at least 18 years of age to order from Tinyvelvet Products. We will never knowingly ship an order to any persons under 18. By use of this site you are confirming that you are 18 years of age or older.
Absolutely. The packaging we use for this product is completely discreet — it will show up in a plain brown box, with the return address listed as “Fulfillment Centers/DCL Logistics.” It’ll be our little secret. 😉
NOTE: International shipments may include a customs declaration
Currently we can accept only orders shipping to the US and Canada.
Canadian shipments are through Passport Shipping and will be shipped duties paid. These duties are charged upfront so that there are no surprises at the time of delivery. All international orders ship from our fulfillment center located in the United States.
You’ll receive an email with tracking information when your order has shipped. Please ensure your destination has a secure point of delivery. Note that although tracking numbers are sent when the order has been packaged for shipment, tracking information does not start to update until the package has arrived at the processing center. Please contact us with any questions you may have.
We are not responsible for lost or stolen shipments. Please ensure your destination has a secure point of delivery. Tracking numbers are provided by email at the time of shipment. Please contact us with any questions you may have.
Free shipping is available for orders over $150 being shipped to the US. We do not offer international free shipping at this time. Discounts dropping the order total below $150 disqualify that order for free shipping.
If you notice your shipping or billing address is incorrect after placing your order, please email [email protected].
We accept all major credit cards and PayPal. If your transaction is not going through, please double check that your credit card name, number, expiration date, and billing address are all correct.
Carriers can sometimes mark a package as delivered when it leaves the processing center, and then can be as much as 3 business days before it arrives at your door. The best way to find out the status of your package is for you to contact the carrier directly.
Returns & Exchanges
Purchases made directly from Tinyvelvet Products via tinyvelvet.com may be returned within 60 days of receipt for a refund in the form of a website credit, which never expires. Credits are for the price of the product, and do not include the cost of shipping. Please contact our customer service team at [email protected] to inform us that you would like to return your purchase, and we will provide instructions on how to start your return.
If a gift card is used for a purchase, refunds will go back to the customer in the form of a gift card.
Please contact our customer service team at [email protected] to inform us that you would like to return your purchase. Refunds will be processed in the form of a gift card for store credit.
Purchases made with other vendors are subject to those vendors’ policies. Other vendors’ policies will vary. Always review a vendor’s return policy before purchase.
Defective products are under warranty for three years with proof of purchase, regardless of where they were purchased from. See Warranty for details.
Defective products are under warranty for three years with proof of purchase. See Warranty for details.
Once a refund is issued, funds will be reimbursed to the original form of payment within 3-5 business days.
Warranty Info:
Tinyvelvet Products warrants all products against defects in materials and workmanship for a period of three (3) years commencing on the date of the original purchase of such product. Refunded purchases are not eligible for a warranty replacement. This warranty does not cover damage caused by misuse, tampering, unreasonable use, or service performed by unauthorized service agencies. Loss or damage to removable parts will not result in the replacement of the entire product. Due to continuing improvements, actual (replacement) product may differ slightly from the product described herein
THE FOREGOING IS THE SOLE WARRANTY FOR THE PRODUCTS. TINYVELVET PRODUCTS HEREBY DISCLAIMS ANY IMPLIED WARRANTY THAT THE PRODUCTS WILL BE MERCHANTABLE OR FIT FOR ANY PARTICULAR PURPOSE. TINYVELVET PRODUCTS’ LIABILITY AND CUSTOMER’S EXCLUSIVE REMEDY UNDER THE FOREGOING PARAGRAPH WILL BE LIMITED TO REPLACEMENT OR REPAIR OF THE PRODUCT BY TINYVELVET PRODUCTS OR ITS AUTHORIZED SERVICE CENTERS. THE WARRANTIES ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
IN NO EVENT WILL TINYVELVET PRODUCTS OR ANY OF ITS AFFILIATED OR SUBSIDIARY COMPANIES BE RESPONSIBLE FOR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT, OR BASED ON ANY BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, TORT OR ANY OTHER LEGAL THEORY. SUCH DAMAGES MAY INCLUDE WITHOUT LIMITATION, LOSS OF SAVINGS OR REVENUE; LOSS OF PROFIT; LOSS OF USE; THE CLAIMS OF THIRD PARTIES, INCLUDING WITHOUT LIMITATION RETAILERS; ANY COST OF ANY SUBSTITUTE EQUIPMENT OR SERVICES.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. The warranty gives specific legal rights, and you may have other legal rights which vary from state to state or country to country.
Safety & Sustainability:
Yes. All of our products undergo extensive and rigorous testing. We use 100% platinum-grade silicone (REACH passed / FDA grade) in our devices, all lubricants and condoms are FDA-cleared, and our body products comply with California Proposition 65, Sephora Clean Standards, IFRA standards for fragrance
We work directly with manufacturers from all over the world including many in the U.S. Please see individual product pages for specific manufacturing details.
All of our vibrators come with a USB charging cable and a user manual. Wall adapters are not included for any of our products. Eva comes with a charging base that has a lid for storage. Zee, Arc, Fin, Kip, and Pom come with fabric storage bags.
All of our vibrators are made of medical-grade silicone, with the exception of Zee, which is soft-touch ABS plastic. We do not recommend using silicone-based lubricants with our silicone toys, as they can have a negative reaction with each other.
