Frequently Asked Questions
🚚 Shipping & Delivery
Q: How long will it take to receive my order?
A: Orders are typically processed within 1–2 business days. Delivery time within the U.S. is usually 3–5 business days via UPS. For international orders, delivery may take 7–10 business days depending on the destination.
Q: Do you offer discreet packaging?
A: Absolutely. All orders are shipped in plain, unmarked packaging with no logos or product descriptions to ensure your privacy.
Q: Can I track my shipment?
A: Yes. Once your order ships, you’ll receive a tracking number via email so you can follow the delivery in real time.
Q: I didn’t receive my order, what should I do?
A: First, please use your tracking number to check the status and location of your order.
If the tracking shows “delivered” but you haven’t received it, contact the carrier directly to file a claim. Here’s how to reach them:
| Carrier | Phone Number | To Talk to a Human |
|---|---|---|
| UPS | 1-800-742-5877 | Press 0 → 0 → 5 → 5 → 2 |
| USPS | 1-800-275-8777 | Say “speak to a representative” at each prompt |
| FedEx | 1-800-463-3339 | Press 0 at each prompt |
🛡 Privacy & Security
Q: Will anyone know what I ordered?
A: No. We value your privacy. Your package will not reveal any information about the contents, and your billing statement will show a neutral business name.
Q: Is my personal information secure?
A: Yes. Protecting your privacy is our top priority. Our website is secured with industry-standard SSL (Secure Socket Layer) encryption, which ensures that all data transmitted between your browser and our servers is fully encrypted and protected from unauthorized access.
We also use trusted, PCI-compliant payment gateways to process your transactions—your credit card information is never stored on our servers.
In addition, we follow strict internal data protection policies to keep your personal details safe and confidential at every step of your shopping experience.
💳 Payment
Q: What payment methods do you accept?
A: We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. PayPal and other local payment options may also be available depending on your location.
Q: Will the charge appear discreetly on my statement?
A: Yes. The charge will appear under a generic name that does not reference our brand or adult products.
Q: Why do I see duplicate charges on my card?
A: If your payment was declined due to an AVS mismatch (the billing address provided does not match the one on file with your card issuer), the initial authorization may still appear as a pending charge. This can make it look like you've been charged twice.
Rest assured, we only capture one successful payment. The pending charge is not an actual debit and will usually disappear within 3–7 business days, depending on your bank. Unfortunately, we are unable to release the hold—please contact your bank if you need it removed sooner.
📦 Orders & Returns
Q: Can I place an order over the phone?
A: No. For your privacy and security, all orders must be placed directly through our website.
Q: Can I cancel or modify my order after placing it?
A: Orders can only be modified or canceled within 8 hours of placement. Please contact our customer support as soon as possible.
Q: What is your return policy?
A: For hygiene reasons, we do not accept returns of used or opened items. If your item arrives damaged or defective, please contact us within 7 days for a replacement or refund.
🧽 Product Care & Usage
Q: How should I clean my toy?
A: Clean your toy before and after each use with warm water and a mild, fragrance-free soap or a specialized toy cleaner. Make sure it’s fully dry before storing.
Q: Are your products body-safe?
A: Absolutely. All our products are made from high-quality, medical-grade silicone that is non-toxic, hypoallergenic, and phthalate-free.
Q: Are your dildos harness-compatible?
A: Yes, most of our dildos feature a flared base that is compatible with standard strap-on harness systems.
❓Still have questions?
If your question isn’t listed here, feel free to contact our support team at [info@pillowsideplay.com] — we’re happy to help!