Shipping policy

Last updated: July 2, 2026

This Shipping Policy applies to purchases made from Pleasure Palace, operated by United States Stores LLC, through pleasurepalace.us.

By placing an order, you agree to the shipping terms described below.

1. Shipping Coverage

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

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.

2. Order Processing

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 generally begin processing on the next business day. Orders placed on weekends or holidays generally begin processing on the following business day.

Processing begins only after payment authorization and any necessary order verification have been completed.

Processing time is separate from shipping transit time. Same-day processing is not guaranteed.

3. Estimated Delivery Time

After shipment, estimated carrier transit time is generally 3–8 business days, depending on the destination, product, fulfilment location, and shipping carrier.

The total estimated delivery time, including processing, is generally 4–10 business days.

Delivery dates are estimates and are not guaranteed. Delays may occur because of:

  • Severe weather
  • Carrier disruptions
  • Peak shopping periods
  • Holidays
  • Incorrect or incomplete addresses
  • Product or destination restrictions
  • Events outside our reasonable control

A shipping delay does not automatically qualify an order for cancellation or refund while the package remains in transit, except where required by applicable law.

4. Shipping Methods

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

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

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

5. Shipping Charges

Any applicable shipping charge is calculated and displayed during checkout before you submit your order.

Free shipping is not guaranteed. It may be available for eligible products, orders, or promotions. Eligibility will be displayed during checkout.

Shipping charges may vary according to:

  • Product and package dimensions
  • Package weight
  • Delivery destination
  • Fulfilment location
  • Carrier requirements
  • Applicable promotional offers

6. Discreet Packaging

We understand that privacy is important when purchasing intimate-wellness products.

Eligible products are shipped in discreet outer packaging that does not unnecessarily describe the package contents. Packaging, return-address information, shipping labels, and carrier details may vary depending on the product, supplier, fulfilment location, and delivery carrier.

Packages must still display the information required by shipping carriers and applicable law. Discreet packaging does not mean that every package will look identical.

7. Multiple Packages and Fulfilment Locations

Pleasure Palace is an online retailer that works with multiple suppliers and fulfilment partners.

Products from the same order may ship from different fulfilment locations. As a result:

  • Products may arrive in separate packages
  • Packages may arrive on different dates
  • Each package may have a separate tracking number
  • One product may arrive before another product from the same order
  • Different carriers may deliver different packages

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

8. Hazardous or Restricted Products

Certain products classified as hazardous, flammable, or restricted under carrier regulations may only be shipped through approved ground services.

These products may include certain:

  • Fragrances
  • Aerosols
  • Alcohol-based products
  • Batteries
  • Flammable liquids
  • Other regulated materials

Restricted products cannot be shipped using expedited air services and may require additional processing or transit time.

9. Order Confirmation and Tracking

After placing an order, you will normally receive:

  • An order-confirmation email
  • A shipping-confirmation email after the order ships
  • Tracking information when available

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

Please check your spam, junk, or promotions folder if you do not receive an expected order or shipping email.

10. Tracking Delays

A carrier may not scan a package at every stage of transportation. Temporary gaps in tracking updates do not necessarily mean that the package has been lost.

When tracking has not updated:

  1. Allow up to 24 hours after receiving the tracking number.
  2. Review the estimated delivery date shown by the carrier.
  3. Continue checking for updated carrier scans.
  4. Contact Customer Support if the estimated delivery date has passed and no updated delivery date is available.

When appropriate, Pleasure Palace may request that the shipping carrier investigate the package. Carrier investigations may require additional time.

11. Address Accuracy

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

Before submitting an order, confirm the following information:

  • Recipient’s full name
  • Street address
  • Apartment, suite, or unit number
  • City, state, and ZIP code
  • Telephone number
  • Email address

Pleasure Palace is not responsible for delays, failed deliveries, or additional charges caused by incorrect, incomplete, or outdated information supplied by the customer, except where required by applicable law.

12. Address Changes

Contact Customer Support immediately if your shipping address needs to be corrected.

Address changes cannot be guaranteed after an order has entered processing or shipment. Once a package has shipped, the carrier may be unable to redirect it.

Additional carrier charges resulting from a customer-requested address correction or package redirect may be charged to the customer where permitted by law.

13. Order Cancellations

Contact Customer Support immediately to request an order cancellation.

We process orders quickly, so cancellation cannot be guaranteed after an order has entered warehouse processing or shipment.

A cancellation is confirmed only after you receive written confirmation from Pleasure Palace.

Once an order has shipped, it must generally be handled according to our Return & Refund Policy.

14. Refused and Undeliverable Packages

A package may be returned to the sender because of:

  • Refusal by the recipient
  • An incorrect or incomplete address
  • Failed delivery attempts
  • Failure to collect the package
  • Failure to respond to the shipping carrier
  • An inaccessible or unsafe delivery location

When a shipment is refused or returned for a reason not caused by Pleasure Palace, any eligible refund may be reduced by:

  • Original outbound shipping and handling costs
  • Return-shipping costs charged by the carrier
  • Address-correction or non-delivery fees
  • An applicable restocking fee disclosed during the return process

Shipping costs and carrier fees may be deducted even when the original order qualified for promotional free shipping.

Any eligible refund will be processed after the returned product is received and inspected.

15. Packages Marked as Delivered

When tracking shows that a package was delivered but you cannot locate it, check:

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

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

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

Pleasure Palace may request a carrier investigation. A refund or replacement is not automatically guaranteed when carrier documentation confirms delivery.

The available resolution will depend on the investigation, delivery evidence, order circumstances, and applicable law.

16. Lost Packages

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

When the carrier confirms that a package was lost in transit, Pleasure Palace will review the order and may provide an appropriate resolution, such as:

  • A replacement, subject to availability
  • A refund
  • Another reasonable resolution

The customer may be required to cooperate with a carrier investigation or provide additional information.

17. Damaged, Incorrect, or Incomplete Deliveries

Inspect your package promptly after delivery.

Contact Customer Support as soon as possible, preferably within 48 hours after delivery, if an order arrives damaged, incorrect, or incomplete.

Please provide:

  • Your order number
  • A description of the problem
  • Photographs of the product
  • Photographs of the outer packaging
  • A photograph of the shipping label
  • Photographs of the internal packaging and affected components
  • Video evidence when reasonably requested

Keep the product and all packaging until instructions are provided.

Do not discard, repair, alter, or return the product without authorization.

Depending on the circumstances and product availability, Pleasure Palace may offer replacement parts, a replacement product, a refund, or another appropriate resolution. These reporting guidelines do not limit any rights available under applicable law.

18. Delivery Delays Outside Our Control

Pleasure Palace is not responsible for delays caused by events outside our reasonable control, except where applicable law provides otherwise. These events may include:

  • Weather emergencies
  • Natural disasters
  • Transportation disruptions
  • Carrier staffing or operational issues
  • Government restrictions
  • Civil emergencies
  • Labour disputes
  • Peak-season shipping volume
  • Incorrect customer information

We will provide available tracking information and reasonable assistance, but we cannot guarantee a specific delivery date.

19. Customer-Support Hours

Monday through Friday
9:00 AM–5:00 PM Pacific Time

Customer Support is closed on weekends and U.S. federal holidays.

Orders and messages submitted outside these hours will be reviewed on the next business day.

20. Contact Information

Legal business: United States Stores LLC
Customer-facing brand: Pleasure Palace
Email: info@pleasurepalace.us
Phone: +1 (888) 404-3006
Website: pleasurepalace.us