Frequently Asked Questions

Find answers about ordering, discreet shipping, tracking, returns, refunds, payments, and customer support at Pleasure Palace.

Orders

How will I know that my order was received?

After completing your purchase, you will receive an order-confirmation email at the email address provided during checkout.

Please check your spam, junk, or promotions folder if you do not see the confirmation email.

How long does order processing take?

Most orders are processed within 1–2 business days, Monday through Friday, excluding U.S. federal holidays.

Orders placed after 5:00 PM Pacific Time, on weekends, or on holidays generally begin processing on the next business day.

Processing time is separate from shipping transit time, and same-day processing is not guaranteed.

Can I cancel or modify my order?

Contact Pleasure Palace immediately if you need to cancel an order, change a product, or update your shipping address.

We process orders quickly, so changes cannot be guaranteed after an order enters warehouse processing or shipment. A cancellation or modification is confirmed only after you receive written confirmation from Pleasure Palace.

Can I change my shipping address?

Contact Customer Service as soon as possible. Address changes cannot be guaranteed once an order enters processing or has shipped.

Customers are responsible for entering a complete and accurate shipping address during checkout.

Why was my order or product cancelled?

A product may occasionally become unavailable because of an inventory error, supplier availability, payment-verification issue, shipping restriction, or material pricing or listing error.

When we cannot fulfil an affected product, we will notify you and issue an appropriate refund to the original payment method.

Why did I receive more than one tracking number?

Pleasure Palace works with multiple suppliers and fulfilment partners. Products from the same order may:

• Arrive in separate packages
• Have different tracking numbers
• Arrive on different dates
• Be delivered by different carriers

Receiving only part of an order does not necessarily mean another product is missing.

Shipping and Delivery

Where does Pleasure Palace ship?

We currently ship to eligible physical addresses within the contiguous United States.

We do not currently ship to:

• Alaska
• Hawaii
• U.S. territories
• International destinations

Do you ship to P.O. boxes or military addresses?

Delivery to P.O. boxes, APO addresses, and FPO addresses depends on the product, destination, and available shipping carrier.

Some products cannot be delivered to these addresses because of carrier, product, or safety restrictions.

How long does delivery take?

After shipment, estimated carrier transit time is generally 3–8 business days. The total estimated delivery time, including order processing, is generally 4–10 business days.

Delivery times are estimates and are not guaranteed. Weather, carrier disruptions, holidays, peak shopping periods, address problems, and events outside our reasonable control may cause delays.

Is the packaging discreet?

Eligible products are shipped in discreet outer packaging without unnecessary descriptions of the contents.

Packaging, shipping labels, and carrier information may vary depending on the product, supplier, fulfilment location, and delivery carrier.

Is free shipping available?

Free shipping may be available on eligible products, orders, or promotions, but it is not guaranteed.

Any applicable shipping charge will be displayed during checkout before you submit your order.

Do you offer overnight or two-day delivery?

Pleasure Palace does not currently offer guaranteed overnight or two-day delivery.

Certain restricted products may only be shipped through approved ground services and may require additional transit time.

Which shipping carriers do you use?

Orders are shipped through major U.S. shipping carriers.

The carrier and shipping service are selected according to the product, destination, package size, fulfilment location, and applicable shipping restrictions.

How can I track my order?

After your order ships, you will receive a shipping-confirmation email containing available tracking information.

Tracking information may require up to 24 hours to become active in the carrier’s system.

What should I do if my tracking has not updated?

A carrier may not scan a package at every stage of transportation. A temporary gap in tracking does not necessarily mean the package is lost.

1. Allow up to 24 hours after receiving the tracking number.
2. Check the carrier’s estimated delivery date.
3. Continue checking for updated tracking scans.
4. Contact Customer Service if the estimated delivery date has passed and no new delivery date is available.

What should I do if tracking says delivered but I cannot find my package?

First, check:

• Front, side, and rear entrances
• Garage or protected delivery areas
• Mailbox or parcel locker
• Mailroom or reception desk
• Household members
• Neighbours
• Carrier notices or delivery photographs

Allow up to 24 hours because some carriers may mark a package as delivered shortly before completing physical delivery.

If the package remains missing, contact the carrier and Pleasure Palace as soon as possible, preferably within five calendar days after the recorded delivery date.

What happens if my package is lost?

A package is not considered lost solely because tracking has temporarily stopped updating.

When the shipping carrier confirms that a package was lost in transit, Pleasure Palace will review the order and may offer a replacement, refund, or another appropriate resolution.

Returns and Refunds

What is the Pleasure Palace return policy?

Most eligible unused and unopened products may be returned within 30 calendar days after confirmed delivery.

You must contact Pleasure Palace within the return period and obtain a Return Merchandise Authorization, or RMA, number before sending a product back.

To qualify, the product must generally be:

• Unused, unopened, and undamaged
• In new and resalable condition
• In its original packaging
• Complete with labels, manuals, accessories, and included components
• Returned according to the instructions provided by Pleasure Palace

Products returned without prior authorization may be refused and may not qualify for a refund.

How do I request a return?

Email info@pleasurepalace.us before shipping any product back.

Please provide:

• Your full name
• Your order number
• The product and quantity being returned
• The reason for the return
• Photographs or videos when the product is damaged, defective, incorrect, or incomplete

Do not return a product to the manufacturer or to the address printed on the original shipping label unless Pleasure Palace instructs you to do so.

Which products cannot be returned?

Products that are generally non-returnable include:

• Opened or used intimate, sanitary, or personal-use products
• Products marked Final Sale or Non-Returnable
• Gift cards
• Downloadable or digital products
• Certain health and personal-care products
• Products damaged through misuse, accidental damage, modification, or normal wear
• Products missing original packaging, accessories, labels, manuals, or components

A normally non-returnable product may still qualify for assistance if it arrives damaged, defective, incorrect, incomplete, or materially different from what was ordered, or when required by applicable law.

Who pays for return shipping?

Pleasure Palace will cover reasonable authorized return-shipping costs when an incorrect, duplicate, damaged, or defective product was supplied.

The customer is generally responsible for return shipping when the product is no longer wanted, the wrong variation was ordered, the order was placed accidentally, or the product did not meet a personal preference but was accurately described and free from defects.

Is there a restocking fee?

A restocking fee of up to 20% of the product price may apply to an approved buyer’s-remorse return.

When applicable, the fee will be disclosed during the return-authorization process before you ship the product.

No restocking fee will be charged when an approved return results solely from an incorrect, damaged, defective, or incomplete product supplied by Pleasure Palace.

What should I do if my product arrives damaged, defective, incorrect, or incomplete?

Contact Customer Service as soon as possible, preferably within 48 hours after delivery.

Please provide clear photographs of:

• The product and reported problem
• The outer shipping package
• The shipping label
• The internal packaging
• Any damaged, incorrect, or missing components

Keep the product and all packaging until we provide instructions. Do not discard, repair, modify, or return the product without authorization.

How long does a refund take?

After an authorized return is delivered, we generally complete the inspection within three business days.

Approved refunds are normally issued to the original payment method within seven business days after the return is accepted.

Your bank, card issuer, PayPal, or payment provider may require additional time to post the credit.

Payments and Security

Which payment methods do you accept?

The payment methods currently available for your order are displayed during checkout.

Availability may depend on your device, location, order, and selected payment provider.

Is checkout secure?

Pleasure Palace uses secure checkout technology and established payment providers to process transactions.

Always confirm that you are shopping on pleasurepalace.us before entering payment information.

When will I be charged?

Your payment method may be authorized or charged during checkout and order processing. The exact timing depends on the payment method and payment provider used.

Age Requirements

Do I need to be 18 or older to shop at Pleasure Palace?

Yes. Pleasure Palace products are intended only for consenting adults aged 18 or older.

Customer Support

How can I contact Pleasure Palace?

Email: info@pleasurepalace.us
Phone: (888) 404-3006
Hours: Monday–Friday, 9:00 AM–5:00 PM Pacific Time

Customer Service is closed on weekends and U.S. federal holidays. Messages received outside business hours are reviewed on the next business day.

For complete terms, please review our Shipping Policy and Return & Refund Policy.