FAQs

Customer Service Frequently Asked Questions

For your convenience, we've answered some of the most common customer service questions below. If you don’t find the information you need, feel free to contact us here.

What is you Shipping Policy?

Delivery times vary based on your location. To see your estimated delivery date, proceed to checkout and review the shipping method options.

For customers in the United States, next-day delivery is available. Place your order by 12 PM EST for same-day fulfillment. Please note that weekends and holidays are not considered business days by Pleasure Paradise or our shipping partners.

Additionally, orders placed between December 20 and December 29 may experience longer processing times. For the most accurate delivery estimate, please refer to the promised delivery date provided at checkout.

Coupon Codes

Enter your coupon code at checkout to see your discount automatically applied to your total. Please note that only one Pleasure Paradise coupon code can be used per order.

Returns Policy

Due to the intimate nature of our products, we do not accept returns or exchanges unless an item is defective. This policy ensures the health, safety, and peace of mind of our customers.

Any product designed to come into contact with the body or bodily fluids is considered used once it leaves our warehouse and, therefore, cannot be returned or resold. This includes but is not limited to:

Vibrators & Dildos
Douche/Enema Kits
Anal Toys, Beads & Plugs
Cock Rings, Sleeves & Devices
Gags & Ropes
Lingerie & Men's Wear

Additionally, items such as lubes, massage oils, condoms, and body paints are non-returnable.

We appreciate your understanding of this policy. Let us know if you need further assistance!

Cancel Orders

We process and ship most orders the same day to ensure fast delivery. Because of this, once an order has been submitted, it cannot be canceled.

Additionally, we are unable to make changes to the shipping address once an order has been processed and shipped. If a package cannot be delivered due to an address error, it is typically returned to us by the carrier. In such cases, a refund will be issued, but the order cannot be reshipped.

For the most accurate delivery estimate, please refer to the promised delivery date at checkout.

Troubleshooting

If you're having trouble getting your item to work, here are some quick tricks and videos that may help:

Battery-Operated Devices

Check for a Battery Tab – Some devices include a small tab inside the battery compartment to prevent battery drain. Be sure to remove it so the batteries can make proper contact.
Replace the Batteries – Use fresh disposable batteries, as rechargeable ones may be too strong and can short out the device.
Reverse the Batteries – Even if you believe they’re inserted correctly, try flipping them. This simple step often resolves the issue.
Disable Travel Lock – Some toys come with a built-in travel lock. Hold down the power button for 3–10 seconds to unlock the device.

Rechargeable Devices

If your rechargeable toy isn’t working, the issue may be related to charging. Try the following:

Clean Charging Contacts – Use a lint-free cloth and a small amount of disinfecting spray to wipe the charging contacts on both the toy and charger before reconnecting.
Check the Wall Adapter – Test the adapter by using it to charge another USB device to ensure it provides a strong and stable connection.
Test the Power Outlet – Try charging another device using the same outlet to verify that it’s working properly.
Disable Travel Lock – Like battery-operated toys, some rechargeable devices also have a travel lock. Hold the power button for 3–10 seconds to unlock it.

Helpful Video Guides

How To: Toy Troubleshooting
How To: Charging Your Toys
Toy Cleaning and Storage
Waterproof vs. Water-Resistant

If you've tried these steps and your item still isn't working, please reach out—we’re happy to assist further!

How To Unsubscribe From the Newsletter?

You can opt out of our newsletter anytime by clicking the unsubscribe link at the bottom of the email. On the following page, scroll down and select unsubscribe again. A confirmation message will appear to verify your successful unsubscription.

Track Order

Report Issues

Shipping and Returns

Title

When will my order ship?

Orders placed by 12 PM EST will be shipped the same day. Most orders submitted after this deadline will be dispatched on the next business day. Please note that weekends and holidays are not considered business days by Pleasure Paradise or our shipping partners.

When will my order be delivered?

Delivery times vary based on your location. To view the estimated delivery date, proceed to checkout and select your shipping method. Next-day delivery is available in most states across the U.S. and Canada. Orders placed by 12 PM EST qualify for same-day fulfillment. Please note that weekends and holidays are not considered business days by Pleasure Paradise or our shipping partners. For the most accurate delivery estimate, refer to the promised delivery date provided at checkout. Pleasure Paradise continues to ship orders placed before 12 PM EST on the same day.

Do you offer discreet shipping and billing?

We understand the importance of discreet shipping. Your package will have a shipping label that simply reads "Customer Service." Some orders may be shipped in bubble mailers for added protection. For billing, your credit card or PayPal account will reflect a charge under the name On Point Commerce LLC, our parent company. Below is an example of an order prepared for shipment.

How much is shipping?

Standard shipping is free for orders over $59 (before tax and after applying any coupon codes). For orders below this amount, a flat shipping fee of $9.99 applies. If you need your order sooner than the standard delivery timeframe, you’ll have the option to select from expedited delivery dates at checkout, with the shipping cost determined based on your chosen date.

For deliveries to remote areas, additional charges may apply. Please check the shipping estimate at checkout for the final cost.

How do you ship out orders?

We work with trusted carriers to provide you with the best possible shipping experience. Once your order is processed, you will receive an invoice that includes a tracking link at the bottom for easy order tracking.

For deliveries to remote areas, additional charges may apply. Please check the shipping estimate at checkout for the final cost.

What is your 33 Day Price Match Guarantee?

If you find a lower price on an item you purchased from PinkCherry within 33 days of your order, we’ll match it! Simply email Support@PleasureParadise.com with the website link where you found the better price (must be from an authorized retailer).

We will match the price and refund you the difference.

What is your return policy?

Due to the intimate nature of our products, we are unable to accept returns or exchanges unless an item is defective. This policy ensures the health, safety, and peace of mind of our customers. Any product designed to come into contact with the body or bodily fluids is considered non-returnable and non-resalable once it leaves our warehouse.

Non-returnable items include, but are not limited to:

Vibrators & Dildos
Douche/Enema Kits
Anal Toys, Beads & Plugs
Cock & Ball Devices, Rings & Sleeves
Gags & Ropes
Lingerie & Men's Wear

Additionally, lubricants, massage oils, condoms, and body paints cannot be returned.

What do I do if an item is defective?

If you receive a defective item within 30 days of purchase, we will replace it with the same product. To initiate a replacement, please contact us with details of the issue.

We will provide a Return Merchandise Authorization (RMA) number via email, along with return instructions. A return authorization number is required for processing; returns without one will not be accepted.

When reporting a defect, please include:

Your order number (found in the top right corner of your invoice) OR your web confirmation number
Your name
A description of the defect

Customers are responsible for the cost of shipping the defective item back to us. Once we receive and process your return, we will promptly send a replacement at no additional cost.

Important: All returned items must include all original parts and packaging, such as batteries (if applicable), cords, controls, blank warranty cards, and instructions.

How do I cancel my order or change the address?

Unfortunately, once an order has been processed, we are unable to cancel it. If you no longer wish to receive your order, we recommend marking the package as "Return to Sender" and refusing delivery. Alternatively, you can bring the unopened package back to the carrier and inform them that you are refusing the delivery.

Important: Once the shipping box has been opened, the order is considered used and cannot be returned to our warehouse. To be eligible for refusal, please ensure the shipping box remains sealed.

Products, Sales and Promotions

Title

Where should I enter my Pleasure Paradise Coupon Code during checkout?

Once you Proceed to Checkout, your coupon code can be entered on the checkout page. The code can be entered in the coupon code field on the checkout page. Once the code is entered you will see the discount for the PinkCherry coupon code automatically applied to the total. Limit one coupon code per order.

Which items are excluded from your sales promotions?

Currently the following manufacturers DO NOT allow any further discounting of their product prices unless it is exclusively mentioned for that brand of product:

Womanizer
We-Vibe
Arcwave

What is your Free Gift with Purchase promotion?

Qualifying orders over the free gift threshold may be entitled to a free gift with purchase. This offer can be changed without notice. If the order goes below the minimum requirements for the free gift a message will appear at checkout to advise you the item has been removed from the order.

General Inquiries

Title

How can I contact you?

You can contact us via chat or email from Monday to Sunday, 7:30 AM to 10:30 PM EST (excluding holidays). You may also reach out through our website.

How do I reset my password?

To reset your password, click on the Account Icon at the top of the homepage. Enter the email associated with your account and select Reset Password. A new password will be sent to your email.

Unsubscribing from the Newsletter

You can opt out of our newsletter anytime by clicking the unsubscribe link at the bottom of the email. On the next page, scroll down and click unsubscribe again. A confirmation message will appear once you have successfully unsubscribed.

Placing an Order

Title

How can I place an order?

Once you’ve selected the product you wish to buy, click Add to Cart. When you’ve finished shopping, click Proceed to Checkout and enter the required information.

Select your preferred shipping and payment method. After placing your order, a web confirmation number will appear at the top of the page, and you will receive a confirmation email automatically.

What payment methods are available to me?

We offer all major payment methods like Visa, Mastercard, American Express, along with Express Checkout options; PayPal, Apple Pay, and Klarna.

Does Pleasure Paradise have a store I can visit to buy products?

No. Pleasure Paradise is an online only e-commerce retailer. All items are shipped directly from our warehouse to customers. We are not open to the public.

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.

Can I add an order to my account?

We cannot add orders to an account. You must be logged into your account while placing an order for information to be reflected on your account.

Can I place my order over the phone?

No. All orders must be placed online through our website. We cannot process an order over the phone.

Pleasure Paradise Loyalty and Referral Program

Title

How do I earn Pleasure Points?

You can earn Pleasure Paradise Points by making purchases through your Pleasure Paradise account. You’ll receive 10 points for every dollar spent, excluding taxes and shipping. Points earned may vary based on promotions—watch for double points days!

To accumulate points, ensure you're logged into your account or create one during checkout. Please note that it may take 5-7 business days for your points to reflect in your rewards balance.

How can I redeem my Pleasure Points?

Your Pleasure Points can be redeemed like cash to help you save on your next order. Each point is worth 1 cent. So 100 points equals $1.00 towards future purchases.

To redeem your points, log in to your account and add items to your cart. When you proceed to checkout, you will see a points slider under the "Order Summary" tab at checkout. Use the slider to apply your Pleasure Points (and savings) to your order!

Do Pleasure Points expire?

Effective September 1, 2020, if an account is inactive over a 12-month consecutive period, no points are accumulated or redeemed, all Pleasure Paradise Points will expire.

How does the Pleasure Paradise Referral Program work?

Pleasure Paradise rewards you for referring friends to becoming new customers. Your referred friends must be first-time customers for both of you to receive rewards for the referral. Referrals must be completed from the Rewards Page module or by sharing your unique referral link for your account. (You need to create an account to redeem rewards).

When you send a friend a referral through our module, your friend will receive an email with your referral link. They must place the order through your referral link in order for both of you to receive the rewards. When your friend clicks on your link, your friend should see a pop up message to confirm their email in order to receive their unique referral offer.

When your friend places their first order of $50+ through your referral link, you'll get 1000 Pleasure Points for yourself! We’ll send you an email when your friend uses your link to make a purchase, and you can check your Rewards History to see any points you have earned from referrals.

Please note: It can take 5-7 business days for Pleasure Points to show up in your reward balance.

Why was I unable to refer my friend through Pleasure Paradise's Referral Program?

If you receive an error message when trying to send a referral link, please check the following:

There are no typos in your friend’s email
Your friend is a new Pleasure Paradise customer
If the email has not been previously referred

If your friend does not see a pop-up with their referral offer, please check the following:

Your friend clicked on your referral link
Your friend is a new Pleasure Paradise customer

If you did not receive a referral success email, please check the following:

Your friend is a new Pleasure Paradise customer
Your friend completed their purchase using your referral link
Your friend completed the purchase from the email that you sent your referral link to
Your friend completed a purchase of over $50 before taxes, shipping, and after discounts

Buy Now Pay Later

Title

How does Pay in 4 installments work with Klarna?

Klarna is a platforms that let you pay for your Pleasure Paradise purchase over time in 4 easy installments using a credit or debit card every 2 weeks.

What is the minimum purchase for Klarna?

To use Klarna, your order subtotal must be equal to or greater than $30.00 (after discounts applied).

How do I learn more about Klarna?

Klarna is an alternate payment method that lets you split your purchase into 4 interest-free payments. Learn more about paying with Klarna.

Get support

Contact Us

Title

Shipping & Returns

Title

Q: When will my order ship?

A: Orders placed by 12 Noon EST will ship same-day. Most orders placed after the 12 Noon EST deadline will ship the next business day.

Keep in mind that weekends and holidays are not considered business days by Pleasure Paradise, or our shipping partners.

Q: When will my order be delivered?

A: Delivery times vary based on your location. To view the estimated delivery date, proceed to checkout and select your shipping method. Next-day delivery is available in most states across the U.S. and Canada. Orders placed by 12 PM EST qualify for same-day fulfillment. Please note that weekends and holidays are not considered business days by Pleasure Paradise or our shipping partners. For the most accurate delivery estimate, refer to the promised delivery date provided at checkout. Pleasure Paradise continues to ship orders placed before 12 PM EST on the same day.

Q: Do you offer discreet shipping and billing?

A: "Discreet shipping and billing is important to me. How will my order look when it arrives and what will show up on my credit card?"

Discreet shipping is important to many of us. The shipping label will simply read Customer Service. Below is a sample of an order ready to be shipped. Some orders may be packaged in bubble mailers. Your credit card or Paypal account will be charged under the name On Point Commerce LLC. which is our parent company.

Q: How much is shipping?

A: Standard shipping is free for orders over $59+ (before tax and after the coupon code is applied) otherwise the cost is just $9.99. If you need your order faster than the standard promised delivery date, you will be provided with other promise delivery dates to choose from. The cost of faster shipping will be determined based on the delivery date you choose.

Q: How do you ship out orders?

A: We ship via USPS Post, and UPS. Once the order is processed an invoice will be sent to you. The tracking link can be found at the bottom of the invoice.

Q: What is your return policy?

A: Because of the intimate nature of the items 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.

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 our warehouse, they are considered used, and therefore cannot be returned.

This includes, but is not limited to:

Vibrators And Dildos
Douche/Enema Kits
Anal Toys, Beads And Plugs
Cock And Ball Devices, Cock Rings And Cock Sleeves
Gags And Ropes
Lingerie And Men's Wear

Lubes, massage oils, condoms, and body paints are also not returnable.

Q: What do I do if an item is defective?

If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please contact us to let us know of the issue. We will then issue a Return Merchandise Authorization number (RMA) via email which will 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, found in the top right hand corner of your invoice 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 (the customer will be responsible for the cost of shipping the item back to us), we will promptly ship a new replacement to you free of charge once the return is received and processed. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.

Q: How do I cancel my order or change the address?

A: Unfortunately we are unable to cancel your order once it has been processed. If you no longer wish to receive the order we suggest you mark the package Return to Sender and refuse the order at the time of delivery. You can also bring the unopened package back to the carrier and advise them you are refusing the delivery.

All orders are considered used once the shipping box is opened and will not be accepted back by our warehouse. Please make sure the shipping box remains sealed.

2257 Record Keeping Requirements Compliance
18 U.S.C. 2257 Compliance. In compliance with the Federal Labeling and Record-Keeping Law (also known as 18 U.S.C. 2257), all models located within our domain were 18 years of age or older during the time of photography. All content and images are in full compliance with the requirements of 18 U.S.C. 2257 and associated regulations. On Point Commerce LLC. does not produce any content and makes no representation about any content on our site www.OnpointCommerce.com. All pictures of models on product covers or on video products offered on this site have been created / produced by other companies, manufacturers, or studios.

On Point Commerce LLC. does not have in our possession any of the original 2257 disclaimers for any of the models. All of the companies, manufacturers, or studios that have created content that we sell or advertise have represented to On Point Commerce LLC. that all models appearing on their product covers or instructional videos are over 18 and that they, companies, manufacturers, or studios, maintain all appropriate 2257 disclaimers or the equivalent.

All charges are in US dollars.

Please click here to contact us.
Mailing Address (not open to the public):

Pleasure Paradise (a division of On Point Commerce LLC.)
(not open to the public):

13230 SW 132ND AVE, B1

MIAMI, FLORIDA 33186
United States

This website is to only be viewed and used by an adult audience. All models are 18 years of age or older. If you are under 18 years old (21 years old in some states) you are to leave immediately. No exceptions.

18 U.S.C Section 2257 Compliance Notice