FAQ

For your convenience, we've provided answers to some of our most-asked customer service related questions below.

Shipping & Returns

Will the Canada Post strike affect my PleasureX delivery?

If Canada Post experiences a strike, PleasureX may pause deliveries to PO Boxes.
 All other shipments will continue through our trusted Canadian courier partners. Once your order ships, you’ll receive a tracking link via email to follow its progress.

How quickly will my order leave the warehouse?

Orders placed before 12 PM EST are usually shipped the same business day.
 Orders placed later will go out the next business day.
 Please note — weekends and holidays are not business days for PleasureX or our shipping partners.

What are my delivery options?

We currently offer two shipping options at checkout so you can choose the delivery method that best suits your needs.
 (Estimated delivery dates are not displayed at this time.)

Will my order arrive in discreet packaging?

Discreet Packaging at PleasureX

We know privacy matters — especially when it comes to personal pleasure. That’s why every PleasureX order is shipped with complete discretion:

📦 Plain, unmarked packaging — no logos, brand names, or suggestive wording.

🏷 Neutral sender name on the shipping label to ensure full confidentiality.

💳 Billing details are kept safely inside the box — nothing outside reveals what’s inside or where it’s from.

🚚 Trusted shipping partners who handle each delivery with care and respect.

From the moment you order to the moment it arrives, PleasureX keeps your experience completely private, safe, and secure — so you can shop with total confidence.

What are your shipping costs?

We currently offer two shipping options at checkout so you can choose the delivery method that best fits your needs.
 (Estimated delivery dates are not displayed at this time.)

📦 Standard Shipping

  • $9.99 for orders under $49
  • Free for orders $49 and up
  • Delivery within 3 to 9 business days

⚡ Express Shipping

  • $25.00 flat rate
  • Delivery within 2 to 5 business days

Orders are processed promptly, and you’ll receive a confirmation email with tracking details once your order ships.

How are PleasureX orders shipped?

All orders are handled by reliable Canadian delivery partners. Once dispatched, you’ll receive an invoice email with your tracking number.
(Please note: During a Canada Post strike, PO Box shipping may be temporarily unavailable.)

Can I return or exchange an item?

Because of the personal nature of adult products, PleasureX cannot accept returns or exchanges unless an item is defective.
 This ensures the health, safety, and peace of mind of every customer.

Non-returnable products include:

  • Vibrators, Dildos, and Strokers
  • Anal Toys and Plugs
  • Cock Rings and Sleeves
  • Bondage Accessories (Gags, Ropes, etc.)
  • Lingerie and Intimate Apparel
  • Lubricants, Massage Oils, and Condoms

Once shipped, these products are considered used and non-resalable.

Customers are responsible for return shipping, except when returning defective or incorrect items (PleasureX covers the return shipping in those cases).
 Original outbound shipping charges are non-refundable in all cases.

What should I do if my item doesn’t work?

 Please record a short unboxing video before opening the package.
 If the product is defective, send us the video showing the issue within 30 days of purchase.

We’ll issue a Return Merchandise Authorization (RMA) with simple instructions.

Please include:

  • Your order number
  • A description of the issue
  • The defective product with original packaging

Once we receive and confirm the defect, we’ll send a replacement at no cost.
 Customers are responsible for return shipping unless the item is defective or incorrect.
 All other returns will incur a 25% restocking fee.

Can I change or cancel my order?

Once your order has been processed, it cannot be changed or canceled.
 If you no longer want the package, simply refuse delivery or mark it “Return to Sender.”

Customers are responsible for return shipping costs and a 25% restocking fee will apply.

Please note: Opened boxes cannot be returned, so please keep the outer box sealed if you choose to return it.

What does “Rush Order Processing” mean?

Rush Processing moves your order to the front of the packing line so it’s prepared and shipped before others.
Shipping speed still depends on the delivery option you select at checkout.

Promotions & Price Guarantees

How do I apply a PleasureX discount code?

At checkout, enter your promo or coupon code in the field labeled “Discount Code.”
Once applied, your savings will appear instantly.

Are any brands excluded from discounts?

No — PleasureX does not exclude any premium brands from discounts.
All products are eligible unless stated otherwise during a specific promotion.

How does the Free Gift with Purchase work?

When your order qualifies for our Free Gift promotion, it will automatically appear in your cart.
 If your total drops below the required amount, the gift will be removed.
This offer may change or end without notice.

General Information

How can I reach PleasureX customer service?

Our team is available Monday to Friday, 10:00 AM – 6:00 PM MDT (excluding holidays).
 You can reach us by chat or email via our Contact Us page.

How do I reset my PleasureX password?

Click the Account icon on our homepage, enter your registered email, and select “Reset Password.”
We’ll email you a secure link to create a new password.

How do I stop receiving emails?

Scroll to the bottom of any PleasureX newsletter and click “Unsubscribe.”
Confirm your choice, and you’ll receive a message verifying your removal.

Is PleasureX based in Canada?

Yes! PleasureX is proudly Canadian-owned and operated, with discreet shipping handled directly from our Canadian fulfillment center.

Orders & Payments

How do I place an order on PleasureX?

Browse our collections, add products to your cart, and click “Checkout.”
 Choose your shipping and payment options, then confirm.
 You’ll receive an order confirmation email immediately after completing your purchase.

What payment methods can I use?

PleasureX accepts Visa, Mastercard, American Express, PayPal, Apple Pay, and Klarna for flexible, secure payments.

Do you have a physical retail store?

No — PleasureX is an online-only store.
 This allows us to keep prices competitive and your shopping experience completely private.
All items are shipped directly from our Canadian warehouse.

Can I place an order by phone?

For your privacy and security, all orders must be placed directly through our website at PleasureX.ca. Phone orders are not accepted.