We get asked a lot of questions about what we do. Here are answers to some of the most common ones.  If you don't find what you're looking for here, please click here to contact us.

 

Index:

1. Shipping Information.
2. Return/Refund policy.
3. Order Information.
4. Contact Information.
5. Payment Information.
6. Privacy Policy.
7. 2257 Compliance Statement.

Onlinesextoys.us, an online store belonging to the Spanish company Urbisunt, S.L.  We ship all our orders from our warehouse located in New Jersey, U.S.. Our company information: ADDRESS: Gardenia 10, 45122 Arges , Toledo, ES. PHONE NUMBERS: 1 (213) 417-4930 / +34 644 306 093. EMAIL: info@onlinesextoys.us. VAT # ESB45885621.

SHIPPING INFORMATION

How long will my order take to arrive? 

All orders are processed and shipped within 24 hours during the business week (days between and including Monday to Friday and do not include public holidays and weekends). Your order will be processed and shipped same business day if made before 9 am EST. 

 Shipping Methods:

1. Standard Shipping. Shipping companies: USPS: First Class Mail, FedEx: Home Delivery.
2. Fast Shipping. Shipping companies: USPS: Priority Mail
3. Economy Shipping. Shipping companies: USPS: Ground Advantage, UPS: Ground, FedEx: Ground.

Do you ship internationally?

Yes, we ship internationally. When shipping outside USA, customers are responsible for their own duty taxes on the items they order. These are our shipping methods:

METHOD	DELIVERY TIME
Standard International Shipping	3-20 business days

Do you offer discreet shipping?

Absolutely! Privacy and discretion are a top priority for us. Your products will be shipped in plain cardboard boxes or mailers. The originating address will be discreet also, for example the shipping label will state from "Shipping department", and the address.

Do you ship to Hawaii and Alaska?

Yes. You must select Standard Shipping (3-5 business days) method for Hawaii and Alaska orders. Other shipping methods are not available for these destinations.

Do you ship to  P.O. Boxes?

Yes

What are your shipping rates?

We use a weight based shipping method. The final shipping rate depends on the shipping method that you have selected and on the total weight of the ordered items. We provide a shipping rates calculator on your cart page that will help you estimate the total shipping costs before completing the checkout process.

 

RETURN/REFUND POLICY

What is your return/refund policy?

We accept returns on unused items within 90 days of purchase.

 

What if an item is defective?

If an item is found to be defective within 90 days of purchase, we will replace it with the same item. Please, send an email to info@onlinesextoys.us 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 state the following information: your order number, with your name and the nature of the defect, and attach some photos if possible. Once the defective item is received back into our warehouse (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge.

Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.

 

REFUNDS

Refund payments will be made using the same payment method you used to make the initial purchase. It takes a max of 7 days to be finished.

If an item is defective and is accepted to be returned and we do not have a replacement in stock, we will refund the full amount of the item to the customer.

If a customer wants to cancel an order and send us an email before shipping the order,  we will refund the full amount of the order.

REFUNDS

If a customer cancels its order once it has shipped or returns it when it arrives to its delivery address without accepting it, we will only refund the amount of the products that he ordered. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.

Refunds will be credited to the same payment method that you used for the original purchase.

If an item is defective and is accepted to be returned and we do not have a replacement in stock, we will refund the full amount of the item to the customer.

If a customer wants to cancel an order and send us an email before shipping the order,  we will refund the full amount of the order.

 

ORDER INFORMATION

Can I cancel my order?

In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.

I have a coupon code, where do I enter it?

Your coupon code can be applied on your shopping cart by clicking here. Once entered you will see the discount for the coupon code automatically applied to the total.

Can you add an order to my account?

No we can't. You must be logged into your account while placing an order for information to be reflected on your account.

How do backordered items work?

Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.

Does Onlinesextoys.us have a store I can visit?

No. We are an e-commerce business only. All items are shipped directly from our warehouse. We are not open to the public.

Can I place my order over the phone?

No. All orders must be placed online. We can not place an order over the phone.

How can I get a coupon code?

If you have registered on our site with a valid email address, you will receive an email from us with a coupon code after each purchase you make.

How can I place my order?

Once you've found the product you want to purchase, click the add to shopping cart button. Once you are done choosing the items, click the checkout button to fill in the information required. Choose your desired shipping and payment option. Once the order has been placed, you will receive a confirmation via email. It is very important that you add our email address (info@onlinesextoys.us) to your email safe senders list, address book or contact list. If you don't receive our confirmation emails, please check your Spam folder.

I want to cancel my order but it has already been processed

Unfortunately we are unable to cancel your order once it has been processed at our warehouse. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.

Product availability

Items in our online shop have stock and are ready to send. On rare occassions at peak selling periods we may have some out of stock issues from customers ordering items at the same time. When we are unable to ship an already ordered item, we will refund this amount to your card or PayPal account with the price of the article. We work hard to keep our stock levels as accurate as possible. Occasionally errors occur, although they are rare.

If I add a wrong delivery address, will it be shipped to me?

Please take care in providing your shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 20% restocking fee and no shipping refund will be issued.

 

CONTACT INFORMATION

How can I contact you?

You can reach us by email (info@onlinesextoys.us) or by filling the contact form here.

Onlinesextoys.us, an online store belonging to the Spanish company Urbisunt, S.L.  We ship all our orders from our warehouse located in New Jersey, U.S.. Our company information: ADDRESS: Gardenia 10, 45122 Arges , Toledo, ES. PHONE NUMBERS: 1 (213) 417-4930 / +34 644 306 093. EMAIL: info@onlinesextoys.us. VAT # ESB45885621.

PAYMENT INFORMATION

Which payment methods are accepted, and what are your payment terms?

We accept payment through Credit/Debit Cards, Google Pay, Apple Pay, and PayPal. For orders over $30, PayPal offers the option to pay in three interest-free installments. This option is available for purchases ranging from $30 to $2,000. Payments made via Credit/Debit Cards or PayPal will be referenced as "URBISUNT," our company name, ensuring discretion on your bank statement.

Refunds will be credited to the same payment method that you used for the original purchase.

What will it say on my credit/debit card or paypal account statement?

Your credit/debit card or paypal account will show a charge to URBISUNT, the name of our company, for discretion.

PRIVACY & SECURTY

What are your Privacy & Security policies?

At Onlinesextoys.us (a division of Urbisunt), we know that your privacy and security while shopping online is very important. Below, please find the top privacy and security-related questions and answers.

What do you do with the information that you collect from me when I purchase a product?

All sales information is kept confidential and is used only for reporting purposes at Onlinesextoys.us. We DO NOT sell or distribute this information in any form to 3rd parties.

Why do you need my email address?

Your email address is used only to communicate with you directly and efficiently. It will be used to let you know that your order has been processed, your product(s) have been shipped, and about updates to our product lines or web site. You can remove yourself permanently from the email list at any time, simply contact us.

What about cookies?

Cookies are a method used to track a customer through their sales process for statistical and shopping cart purposes. We use this information to help us provide you with a better shopping experience; it is never shared with any 3rd parties. For example, it has helped us create a system where you can purchase a product with fewer clicks thus saving you time.

How do you make sure my credit card information is secure?

We use PayPal's Payment Gateway as paying method for our store. It’s one of the most widely-used and secure payment gateways on Internet.

 

2257 Compliance Statement

 

Onlinesextoys.us does not produce any content and makes no representation about any content. All video products offered on this site and all models pictured on adult product box covers have been produced by other studios or manufacturers.

Onlinesextoys.us is not the primary producer (as that term is defined in 18 USC 2257 and 28 C.F.R. 75 or subsequent case law defining such) of any of the visual content contained in the Website. The original records required pursuant to 18 U.S.C. 2257 and 28 C.F.R. 75 for the materials contained in this website are kept by the Custodian of Records for each of the primary producers.

 

Please click here to contact us