FAQs
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 availability.
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 retrieve my password?
If you can't remember your password we can email you a new password by using the reset password tool.
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
Because of the personal nature of the items we sell on our website, we are unable to return these products to our manufactures unless they are defective. This is for the health, safety and total peace of mind of our customers.
Any items that are designed to come in contact with any body part or fluid is non-returnable. Once these items leave our warehouse, they are considered used, and therefore cannot be returned for credit or exchange by our customers.
This includes the following types of products :
- vibrators and dildos
- douche/enema kits
- anal toys, beads and plugs
- cock and ball devices, cock rings and cock sleeves
- gags and ropes
- lubes and oils
- body paints
- condoms
Any defective item returned must have ALL original parts and original packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.