Customer FAQ

RETURNS & EXCHANGES

Please note, due to the intimate nature of Vibes Only products, we cannot approve returns or exchanges of our products. Please choose your product carefully and ask for support before purchasing if you are uncertain.

 Please note:
• Opened pleasure objects may only be returned under warranty ONLY if they are malfunctioning.
• Pre-authorization is required for all returns. To request a return for your item, please contact help@vibesonly.com with your order number or the email address you placed the order with. Please include in the email the concern you have about your item.
• If you find that the box has been damaged, opened, or its contents are missing upon receipt of your delivery, please ensure that you take a photograph of the damaged packaging, which should be emailed to us. If you are at home during the delivery, write "Damaged/Opened/Missing content" and refuse the package delivered by UPS/Fedex/USPS.

COUPON CODES
My coupon code didn’t work, help!
Please send your coupon code and your order number to help@vibesonly.com. Please note it could take up to 48 hours for a response.

Can I use coupon codes while there is a sitewide promotion?
Our coupon codes can only be used when a sitewide promotion is not running.

Can I use multiple codes on one purchase?
Our only store has the ability to only honor one coupon code per order.

PAYMENTS

What payment methods are available and will my payment information be stored?
Your payment is processed by Shopify via authorize.net, a secure payment gateway, Afterpay, or via Paypal. Your payment information is stored securely with Shopify in case we need to refund your payment for any reason. Our team does not have access to your payment details.

What will the payment say on my statement?

SHIPPING

When will I get my Tracking number?

Please note that Pleasure Products and Merchandise will be shipped separately, as they are fulfilled at separate locations. We apologize for any inconvenience this causes and you will be sent individual tracking for each shipment.

If you're located within the US:

Express - If your order is placed before 12pm PST, we will make our best effort to ensure your package is picked up the same day. Once your order has been processed and is ready for pickup, you will receive your tracking number. Shipping time after pickup is 2 business days.

Standard - We will process your order within 48 hours. Once your order has been collected by our courier, it should arrive within 3-6 business days. 

For international orders:
Below are the approximate shipping times for international orders. We will do our best to process your order within 48 hours and once it has been processed you will be emailed your tracking number. Please be aware that due to Covid-19 there may be some supply chain issues with postage services which are beyond our control, however we will do our best to ensure your order reaches you in the below time frames.

Canada: UPS 4-7 business days
UK: UPS 4-7 business days
Australia: UPS 5-7 business days
Mexico: UPS 2-7 business days

What will my delivery box look like? Will people be able to tell I purchased a vibrator?
Don’t worry, we’ve got you. All orders arrive in discreet brown packaging so that any nosy neighbors won’t suspect a thing. 

Can I change the address on my order?
We will do our best to update your address to ensure your order reaches you. Once your order is placed, you have a maximum of 2 hours to contact us to request a change to your address on the order, by emailing <help@vibesonly.com>. Please include your order number in the email to support. Once received, we will update the address and follow up with a confirmation. Below is the required format to update your shipping address:First and last nameStreet addressUnit/apt # (if applicable)City, State & Zip