What will appear on my credit card statement?
Sendirect Online will show on your credit card statement after your purchase has been processed.
Can I make a special order for an item that is not on your site
Yes, call support or email support with your request and we will notify you within 24 hour of availabilty.
Do you have more details (i.e. descriptions) on this item?
By clicking on any hyper linked product title name, you will see everything we know about that item. We do not have further product details beyond what is listed on the product detail information.
Can you tell me the status of my order?
All information on your order can be found by through the Order Status link under your account on the top of any web page.
Why didn’t I receive an email confirmation?
Email confirmations are sent to you after your order has been placed and shipped. We also send email notifications if there are any problems in processing your order.
My order is overdue - where is it?
Our policy is to wait 15 business days before declaring a United States order lost. We wait 30 business days for shipments outside the United States. If you are not in the United States, you should check with your local postal or customs office, as many times an order is held there. If your order has not arrived within these time frames, email support@SensualDirect.com and be sure to include your order number.
Can I fax or email my order?
No. We only take orders online.
How do I change or retrieve my password?
To change your password click here. If you can't remember your password we can email you a new password for you by clicking here.
Return Policy
- All returns must go through the RMA process.
- You may request your RMA number through Sensual Direct Support
- After receiving your request, we will email back the RMA # and Ship To: Address
- Allow up to three weeks for your replacement or refund.
When returning your package/s please includes:
- The original packing slip
- A note telling us exactly what the problem is
- Include in the note if you prefer a credit or replacement
Refunds for returned defective items
- All items must be returned within 30 days of receipt for refund, exchange or credit.
- Items returned without original packaging will NOT be refunded.
- Shipping charges will be refunded after we have received and verified the condition of the product for malfunction items.
- Credit card refunds will appear on your statement in the next billing cycle or, in the case of online banking, should appear in your account within 10 business days.
Returning Sex Toys
- We cannot accept packages that are opened or show evident signs of use or tampering.
- Oils and lubricants may not be exchanged
- In order to receive an exchange item, please send item back to address shown in return label and include a letter stating what was found wrong with the item.
- We are not responsible for shipping charges for exchange items sent back to our warehouse.
- Replacement items will be shipped USPS at no expense to the customer
