FAQ

Frequently Asked Questions

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

1. Shipping & Delivery

How quickly will my order leave the warehouse?

Orders are usually shipped the next business day. Please note that weekends and holidays are not considered business days for PleasureX or our shipping partners.

What are my shipping options and costs?

We currently offer three shipping options at checkout. Delivery times are estimates and may vary depending on your destination, carrier, and other circumstances. We currently ship within Canada only and do not offer international shipping.

  • Express Shipping - ($25.00): Estimated delivery in 2–5 business days.

  • Preferred Shipping - ($9.99): Available for orders of $49.01 or more, with estimated delivery in 3–7 business days.

  • Standard Shipping - ($19.99): Available for orders up to $49.00, with estimated delivery in 3–7 business days.

How are PleasureX orders shipped?

Orders are shipped using reliable Canadian delivery partners. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Will my order arrive in discreet packaging?

Yes. All PleasureX orders are shipped in discreet packaging.

  • Plain exterior packaging: Orders are shipped in plain, unmarked brown boxes or standard shipping mailers.

  • Neutral shipping information: No product names, suggestive wording, or identifying product information appears on the outside of your package.

  • No identifiable branding: Our packages do not display product-related branding or marketing materials.

  • No invoice or pricing information: We do not include invoices, packing slips, or pricing details inside the package.

  • Billing discretion: Charges on your credit card or bank statement will appear as 2798105 Alberta Ltd and will not reveal the nature of your purchase.

Your order is shipped discreetly from the moment it leaves our warehouse until it reaches you. If you require an invoice, please contact us and we will provide a digital copy by email.

2. Orders & Payments

How do I place an order on PleasureX?

  1. Browse our collections and select the products you want.

  2. Add the products to your cart.

  3. Click Checkout.

  4. Enter your shipping information.

  5. Select your preferred shipping and payment options.

  6. Review your order and complete your purchase.

You will receive an order confirmation email after your order has been successfully placed.

What payment methods can I use?

PleasureX currently accepts:

  • Visa

  • Mastercard

  • American Express

  • Shop Pay

  • Diners Club

  • Discover

All available payment options will be displayed during checkout.

Can I change or cancel my order?

Once an order has been processed, it cannot be changed or cancelled.
Please carefully review your:

  • Shipping address

  • Products and quantities

  • Shipping method

  • Contact information

before completing your purchase. If you need to request a change or cancellation, contact us as soon as possible. We will make reasonable efforts to assist if your order has not yet been processed.

Can I place an order by phone?

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

3. Returns, Exchanges & Defective Products

Can I return or exchange an item?

Due to the personal and intimate nature of our products, PleasureX does not accept returns or exchanges once an order has been shipped. Once shipped, intimate products are considered used and cannot be returned or resold.

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

  • Vibrators, dildos, and strokers

  • Anal toys, beads, and plugs

  • Cock rings and sleeves

  • Bondage accessories, including gags and ropes

  • Lingerie and intimate apparel

  • Lubricants, massage oils, and condoms

What should I do if my item is defective?

Please record a short unboxing video before opening your package. If you believe your product is defective, contact us within 30 days of purchase and provide the video showing the issue.

To help us process your claim, please include:

  • Your order number

  • A description of the issue

  • Photos or video demonstrating the problem

  • The defective product with its original packaging

If PleasureX confirms that the product is defective, we will issue a Return Merchandise Authorization (RMA) and provide instructions for the next steps. For a confirmed defective product, one replacement will be provided. PleasureX will not provide additional replacements for the same product or subsequent claims relating to the replacement item.

4. Promotions & Discounts

How do I apply a PleasureX discount code?

At checkout, enter your promo or coupon code in the Discount Code field. Once successfully applied, your discount will be reflected in your order total.

How does the Free Gift with Purchase promotion work?

When your order qualifies for a Free Gift with Purchase promotion, the gift will automatically appear in your cart. If your order total falls below the required qualifying amount, the promotional gift may be removed from your cart. Promotional offers may change or end without notice.

5. Account & Website

How do I reset my PleasureX password?

If you have forgotten your password:

  1. Click Account on the PleasureX website.

  2. Select Log in.

  3. Click Forgot your password?

  4. Enter the email address associated with your account.

  5. Click Submit or Reset password.

  6. Check your email for the password reset instructions.

  7. Follow the link in the email to create a new password.

If you do not receive the email, please check your spam or junk folder.

How do I stop receiving PleasureX emails?

Scroll to the bottom of any PleasureX marketing email and click Unsubscribe. Follow the instructions to confirm your preference. You will then be removed from our marketing email list.

6. About PleasureX

Is PleasureX based in Canada?

Yes. PleasureX is a Canadian-owned and operated online retailer. Orders are fulfilled and shipped from our Canadian fulfillment center.

Do you have a physical retail store?

No. PleasureX is an online-only store. Our online model allows us to offer competitive pricing while maintaining a private and discreet shopping experience.

7. Customer Service

How can I reach PleasureX customer service?

Our customer service team is available: Monday–Friday, 10:00 AM–6:00 PM MDT (Excluding holidays). You can contact us through our Contact Us page by chat or email.