Email is the quickest way to contact us. Use this Contact Us form to get in contact almost immediately. Sending us an email is the fastest way to make sure your questions or concerns are heard since we are like almost every other person on the planet, our smartphones are permanently attached to our hands, unless we are driving.
Email: email@example.com or use this Contact Us form.
How is my order packaged?
We ship discreet packages to customers from all walks of life from A-List Celebrities, XXX Porn Stars, Politicians and your 89yo next door neighbor lady ordering her new sex machine, we give the same discretion to all of our customers. All orders are packaged in plain brown cardboard boxes, USPS Priority Mail/Express boxes or UPS/FedEx packaging.
We take discretion very seriously by also using initials or a non-descript parent company for shipper information so you can feel safe sending your order through your mail room or parents house. You can feel confident that our warehouses will not deliver a box that has Giant 15" dildo or this box contains 4 Gallon jugs of super slippery Anal Lube printed on the outside of the shipping container. 99.9% of the time we do not reuse a manufacturers box because of this.How much is shipping?
Your shipping (UPS Ground and USPS Priority 2-3 Day) is free if your order is over $49 (before tax) otherwise it is just $9.00. Some manufacturers and vendors only ship via UPS Ground or USPS First Class because they have an exclusive contract for all of their shipping needs, so sometimes it might take an extra day or 2 for delivery. Some of these manufacturers are XR Brands(Master Series, LoveBotz, Trinity, SexFlesh & others). The free shipping promotion does not apply to over-sized products such as bondage furniture. The over-sized packages or high dollar orders must have prior approval or the order could be cancelled and refunded.
How do you ship?
We ship with all of the major couriers such as FedEx, UPS and the USPS Postal Service and most products are shipped within 24 hours as long as it is in stock at the time of ordering and verified by staff through email or phone. Certain manufacturers only ship UPS Ground or USPS First Class Mail like Zeus, Master Series, Frisky and several others. Keep in mind that UPS does not ship to PO boxes, so any address containing a PO box must be shipped USPS. We provide shipping confirmation and tracking number via email within 24-36 after your order ships. We can offer express or rush processing/shipping but you must contact us prior to placing order. Please note that USPS Priority Mail is not a guaranteed service per their website, Priority 1, 2 or 3-Day Mail can take up to 5 days depending on the Covid-19 Pandemic, weather, time of year(ie Christmas/Holidays) and any other disasters natural or man-made.
Can You Ship To International Addresses.
Because we have to abide by the strict distribution agreements and guidelines with our manufacturers, Dallas Novelty is unable to ship to countries outside of the 50 United States and its Territories. We will cancel and refund your order amount back to your credit card if you place an order.
Freight/Parcel Forwarding Addresses.
Dallas Novelty maintains the right to not to ship our products to any freight or parcel package forwarding service. Because we are unable to control the final destination we have to abide by the strict distribution agreements and guidelines with our manufacturers. We will cancel and refund your order back to your credit card.
Lost or Stolen Package/Shipment.
If your parcel or package is marked as ‘Delivered’ online or any other method by the delivery service such as USPS/FedEx/UPS/other, yet you do not physically have your parcel it is up to the customer, not Dallas Novelty to contact the local postal or delivery service to follow up the problem. If the local postal or delivery service and the customer do not resolve the discrepancy, Dallas Novelty is not liable to refund or resend your order.
What is your return policy?
We would love to be able to accept returns but due to the intimate nature of the products we sell, we are unable to return or exchange purchased toys and products unless defective. This is for the health, safety and peace of mind of our customers. Most of the manufacturers do not have sealed or airtight packaging due to out-gassing of the materials used in the production of the item especially dildos/dongs/plugs made of Silicone as well as TPR/TPE/PVC. Some packages could have a tamper-proof seal or a sticker like some Tantus/Vixen Creations. More of our quality manufacturers are offering longer warranties and even product exchanges if you have an issue after the sale.
Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable. Once these items leave one of our warehouses or manufacturers, these items are considered used, and therefore cannot be returned to the manufacturer or distributor even if the product package is unopened. Special exceptions can be made but must contact the sales department and will be subject to a 40-60% restocking fee.
The items that cannot be returned include, but is not limited to:
- Vibrators, Dongs and Dildos
- Douche/Enema kits
- Anal toys, beads, vibrators and plugs
- Cock and ball devices, cock rings and cock sleeves
- All Vacuum Pumping cylinders, pumps, custom pieces and accessories
- All ElectroErotic, E-Stim products including ElectroSex Power Boxes, Attachments, Leads, Electrodes, custom pieces and Topicals
- ALL Bondage and Fetish Gear including cuffs, collars, custom pieces and restraints
- Sex Furniture such as bondage benches, cages, sex position cushions and custom ordered or oversized products.
- Gags and ropes
- Lubes, massage oils, condoms, Liberator products and body paints are also not returnable.
- Lingerie, garters, corsets and any other clothing including Latex Paint
- PPE or Personal Protection Equipment such as all types of face masks, shields and Sanitizers
- Shoes and boots
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please contact us at firstname.lastname@example.org to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one.
When emailing about a defect, please have the following information ready, your order number, found in emailed receipt OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse, we will promptly ship a new replacement to you free of charge. Any defective item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc. If the packaging is missing we can discuss this on a case-by-case basis due to the manufacturer/distributor guidelines and regulations.
Can I cancel my order?
Your order is usually processed and shipped the same day in most cases so you get it quickly. Due to the current the Covid-19 Pandemic some orders are taking longer than normal because of a manpower shortage and the ports are backed up with containers of merchandise. The order can be cancelled but you must notify us immediately. Once your order has been shipped you can not cancel without a restocking penalty listed above. Please order carefully. It can take 24-96 hours after the refund to your credit card for your bank to show the funds back in your bank account or credit card balance.
I have a Dallas Novelty discount code (sometimes called a promo or coupon code), where do I enter the dallasnovelty ad code / coupon code?
Your ad code / coupon code can be entered at Checkout. Once entered you will see the discount for the Dallas Novelty ad code / coupon code automatically applied to the total. Some brands are not allowing any discounting of their products. If you any problems with a promo or discount code please let us know.
Do you ship to Hawaii, Alaska or APO/FPO's?
At this time we ARE able to ship to the above areas. We are working with our shipping partners to provide affordable international service to areas outside the US & Canada, so please stay tuned!
All charges are in US dollars.