Order Information FAQ

Have a question about ordering, shipping, or returns? We’ve organized your frequently-asked questions into the following four categories: Ordering, Shipping, Returns and Miscellaneous. First listed are the top questions asked:

TOP QUESTIONS ASKED:

  • What are your shipping fees?
  • When will my order be shipped? When will it arrive?
  • What’s the status of my order? How do I track my order?
  • Do you offer Gift Cards?
  • Will my credit card be charged immediately?
  • Do you have a size chart?

If you can’t find your question above, look in one of the categories below:

ORDERING QUESTIONS

  • Do you offer Gift Certificates or Gift Cards?
  • Will my credit card be charged immediately?
  • Why should I become a registered user?
  • Why did you call or e-mail me to verify my order?
  • How do I know that my order has been shipped?
  • How do I change or cancel an order?
  • What are my payment options?
  • Are purchases on this website really tax free?
  • Is ordering over the internet secure?
  • Is your packaging discreet?
  • How old do I have to be to order from Forbidden Love?


SHIPPING QUESTIONS

  • When will my order be shipped? When will it arrive?
  • What’s the status of my order? How do I track my order?
  • What’s the difference between “order date” and “ship date”?
  • What are your shipping fees?
  • Do you ship to PO boxes or APO/FPO addresses?
  • Do you ship internationally?
  • If I send my package as a gift, will the recipient receive the invoice?

 

RETURN/EXCHANGE QUESTIONS

  • What is your return/exchange policy?
  • Where do I ship my return/exchange?
  • How should I ship my return/exchange?


MISCELLANEOUS QUESTIONS:

  • Can you tell me when new products or special promotions are announced?
  • What is the Address Book and how do I use it?
  • Where is the nearest store near me?
  • Are the products on the website the same as in the stores?
  • Why can’t I select the color/size combination I want?
  • What is your privacy policy?
  • Is my personal and credit card information safe on your website?


TOP QUESTIONS ASKED:

What are your shipping fees?

Here are our shipping rates:

Shipping Price
Fed Ex Ground $11.00
Fed Ex 2 Day $20.00
Fed Ex 1 Day $28.00
USPS Priority $8.50

When will my order be shipped? When will it arrive?
Orders placed Monday through Friday will be shipped on the following business day except as noted below. You will receive an email confirmation once your order has shipped. When your order arrives depends on what shipping method you choose, read on for specific delivery estimates.


We offer four levels of UPS domestic service:

  • GROUND – Basic packages arrive within 1-7 business days in the contiguous US; 3-7 days for Alaska and Hawaii. This is our standard shipping method. (This option is not available for Puerto Rico.)
  • 2nd BUSINESS DAY AIR – 2nd Business Day Air packages will be shipped the same day for orders placed before 1pm Pacific Standard Time, and the next business day for other orders. The package will arrive 2 business days after shipping, not including Saturday, Sunday, and holidays.
  • NEXT DAY AIR SAVER – Next Day Air Saver packages will be shipped the same day for orders placed before 1pm PST, and the next day for other orders. The package will arrive the next business day, not including Saturday, Sunday, and holidays.
  • 3 DAY SELECT – 3 Day Select orders will be shipped on the next business day and are guaranteed to arrive within 3 business days.

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What’s the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

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ORDERING QUESTIONS:

Click here for more information.

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Will my credit card be charged immediately?
Yes. Your credit card will be charged at checkout of the order. When you enter your credit card information on the final review page, we’ll give you an order confirmation number. You will also immediately receive an email confirming that your order has been received. We will send you another email to notify you when your order has been shipped.

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Do you have a size chart?

We know sometimes your eyes can be bigger than your stomach, that’s why our size chart is designed to help you gauge the diameter of an insertable sex toy.

Click here for size chart

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Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control, we find something suspicious regarding your order, we will call or email you to verify your information.

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How do I know that my order has been shipped?
When your order has been shipped, we will send you another email with your tracking number and a link to where you can track it online.

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How do I change or cancel an order?
To cancel an order you recently completed, simply go to this page, log in and then click “cancel order.” If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

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What are my payment options?
We accept Visa, Mastercard, American Express, PayPal.

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Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical office or store in this case Texas.

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Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid. See our privacy policy for more information.

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Is your packaging discreet?
All shipments are discreetly packaged in plain brown boxes, padded envelopes, or UPS/USPS supplied packaging. Our name appears as “Mail-order” on the return address and our logo does not appear anywhere on the outside of the packaging. Our packaging makes no mention of the nature of the contents, except when required by international customs regulations. For international shipments, where we must describe package contents, the descriptions are discreet and generic-i.e. “lotion” or “plastic toy.”

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How old do I have to be to order from Forbidden Love?
U.S. law requires parties to be at least 18 years of age to purchase our products.

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SHIPPING QUESTIONS

What’s the difference between “Order Date” and “Ship Date”?
On most web sites, “Order Date” and “Ship Date” are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

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Do you ship to PO boxes or APO/FPO addresses?
Shipments to PO boxes are sent via USPS Priority Mail, which takes 4-10 business days to arrive. Please note that if you choose UPS shipping to a PO Box, we will send your package Priority Mail. APOs, FPOs.

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International Shipping – Not offered at this time.

Countries Shipped to:
United States
Canada

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RETURN/EXCHANGE QUESTIONS:

What is your return policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for exchange, replacement, or store credit within 30 days of purchase. We do not issue credit card refunds. If you are returning a defective, damaged, or mis-shipped product to us within 30 days, we will cover the cost of the return shipping. For the health and safety of our customers we cannot accept satisfaction returns. Please contact our customer service department with any questions on our policies or for shopping advice. All returns must be pre-approved with a return authorization number.
Follow these steps for returning a product:
1. Email us for a Return Authorization number (RA number). Customer support will also provide you with a pre-paid return label.
2. Returns will only be accepted with an approved RA number.
3. Prepare your return package. All returns must be in their original packaging or sealed in a clear plastic bag in order to be accepted. Include the packing slip with the reason for your return and the RA number.
4. Mail your package to us using the pre-paid return label provided.

Please note: We do not accept returns on products that were not purchased via this web site. We do not accept satisfaction returns. Do to the nature of these products we only accept return of unopened items.

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Where do I ship my return?
When you call customer service to receive your Return Authorization number, you will also be provided with a pre-paid return label. You must include the packing slip with the completed return form to properly process your return/exchange.

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How should I ship my return?
All returns must be in their original packaging or sealed in a clear plastic bag in order to be accepted. To be properly processed contact customer support for a Return Authorization number (RA number).

 

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Why can’t I select the color/size combination I want?
It’s possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. You can email our customer service department if what you’re looking for is out of stock, they may be able to help you in terms of when the product will be available.

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What is your privacy policy?
We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy.

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Is my personal and credit card information safe on your website?
Yes. We’ve taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

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