HELP and FAQs
Contact Customer Service
Customer Service representatives are available by phone Monday through Friday 8:00 am to 5:00 pm PST.
Customer Service can be reached at 1-800-BUY-VIBE (1-800-289-8423).
Our Customer Service Center will additionally be open on Sunday February 7th, 2016 from Noon - 5pm Pacific Time.
International customers can call +1-510-292-4148.
You can send an email to Customer Service 24 hours a day, 7 days a week. Customer Service will respond to your email within 24 hours or next business day.
Our Customer Service Representatives are highly trained and very knowledgable about the products we carry. We do not offer satisfaction returns so please call us and we can help you select the products that are right for you.
Privacy and Security
We ship packages in discreet brown boxes with no branding and the return shipping label address is Web Merchants in Atlanta GA (our warehouse location). Credit card charges will appear on your account as Barnaby Ltd.
We use Secure Sockets Layer (SSL) software to protect the security of online transactions. SSL is the industry standard for providing the most reliable protection of consumer information. All of your personal information is encrypted (and therefore unreadable) by SSL as it travels over the Internet, including your credit card number, name and address.
In order to place your first order online, simply add the items you wish to order to your shopping cart. When you are finished, click the checkout button and proceed to complete the order. We highly recommend registering before you begin for ease of shopping.
Call 1-800-289-8423 (1-800-BUY-VIBE)
Please have the product names ready, along with your credit card number and expiration date (we accept Visa, MasterCard, American Express, and Discover credit cards and PayPal ).
International customers can call +1-510-292-4148.
Mail or Fax Your Order
We want you to get your order as quickly as possible, and therefore we strongly encourage all of our customers to place orders online or via telephone.
If you have a circumstance that prevents you from doing this, and you need to mail or fax your order, please follow the instructions below.
Include with your order the following information:
- The exact name of the products or titles you wish to purchase. Remember that different studios often release movies with identical titles, so it is useful to include the studio's name or names of stars in the movie.
- The price of each product
- (Note: you will be charged the price as of the time the order is placed)
- Shipping and handling charges
- Your name and shipping address
Payment may be made by credit card (Visa, MasterCard, American Express, or Discover).
Please include the following information:
- Name on the credit card
- Billing address for the credit card
- Credit card number
- Expiration date for credit card
Good Vibrations Customer Service
Good Vibrations, 2504 San Pablo Avenue (at Dwight Way) Berkeley, CA 94702
Fax: (510) 900-2224
Tel: 1-800-BUY-VIBE (1-800-289-8423)
Good Vibrations reserves the right to refuse service to any person.
We accept Visa, MasterCard, American Express, and Discover credit cards and PayPal.
Your credit card information is 100% secure. All information included with your order is encrypted for privacy while in transit. Credit card charges will show up on your statement as "Barnaby Ltd."
Check or Money Order
For orders placed online or via fax or mail, we accept the following credit cards: MasterCard, Visa, American Express, and Discover. We accept checks and money orders by calling 1-800-BUY-VIBE or by mailing a check or money order to: Good Vibrations, 2504 San Pablo Avenue (at Dwight Way), Berkeley, CA 94702. Please include the full amount including tax and shipping. Please specify your shipping address, products selected, a contact phone number and email address, and specify shipping method. The processing time for check orders is up to 2 full weeks. We cannot ship UPS to PO Boxes.
All of our packages are shipped discreetly from our warehouse in Atlanta GA, in a plain box or envelope, displaying the sender's name as Web Merchants.
The charge for shipping your order is determined by your destination and the delivery time you have chosen. Our automated system calculates your shipping charge and displays it for you at the time you choose your shipping option:
- Standard Shipping $6.00 (orders $69 or more get free standard shipping to lower 48 states)
- Expedited Shipping $12.00
- 3 Day Shipping $18.00
- 2 Day Shipping $30.00
- 1 Day Shipping $35.00
- Canada $25.00
- International $35.00
- Additional surcharge of $20.00 for all Intl. orders except UK & Canada
- Bulk item surcharge of $20 applies to some furniture items
Shipping charges based on delivery to lower 48 States.
Delivery times and charges may vary to other locations. We ship from our warehouse in Atlanta GA so for all West Coast customers please allow several business days for a standard ship method order. Expedited delivery times are available to you for a reasonable fee.
- Standard shipping may arrive within 7 business days or less depending on destination but delivery time is not guaranteed.
- Expedited shipping is guaranteed to be delivered within 5 business days or less depending on destination.
- 3 Day will arrive within 3 business days.
- 2 Day shipping will arrive within 2 business days.
- 1 Day will arrive within 1 business day. Rush shipping same day processing based on 12 pm PST cutoff.
- Saturday Delivery is only available on a Friday before 12 pm PST by phoning in your order to 1-800-289-8423. There is an added surcharge for Saturday delivery placed on a Friday.
- PO Boxes/APO/FPO addresses can only use Standard or Expedited shipping times and will be delivered by US Mail.
International orders can take anywhere from 5 business days to 4 weeks depending on destination.
Estimated Ground Shipping Time from our Atlanta Warehouse
We use various shipping carriers to offer you the best price and best delivery time. Please choose your preferred delivery time and fee during checkout. Orders $69 or more automatically qualify for free Standard shipping to the lower 48 States which means your package will usually arrive within 7 business days or less depending on destination. Standard shipping has no time commitment and it could take up to 10 business days. If you need your package faster than within 7- 10 business days then please choose another delivery time choice during checkout and fees will apply accordingly.
Rush Orders- same day rush order processing for next business day delivery cut off time is 12 noon PST. Rush orders placed on a Friday after 12 noon PST will be shipped out on following Monday. Rush orders placed online during the weekend will be processed on Monday for delivery on Tuesday.
Saturday Delivery- We offer Saturday delivery only on a Friday before 12 noon PST but you must call our Customer Service Center at 1-800-289-8423 before 12 noon PST to place the Saturday delivery order by phone. A surcharge of $15 will be added to your order total.
If an item in your order is not available for same-day shipping, these expedited shipping methods will not be offered.
Some products may not be available in some areas. Unfortunately, we are not able to insure packages shipped through the United States Postal Service (USPS), and we will not be liable for loss or damage of orders shipped via USPS (including all orders shipped to APO, FPO & PO Box addresses).
When you place your order you will be given two choices for shipping:
- Ship all items in as few shipments as possible (lowest shipping charges):
If all items are in stock, they'll all be shipped at once, and you'll pay a single shipping charge.
If some items are in stock and some are backordered, shipment of the in-stock items may be delayed in order to ship with the backordered items. At our discretion, we may send the order in multiple shipments, but in either case, you only pay a single shipping charge however the items are actually sent to you.
- Ship items as they become available (fastest delivery):
If all items are in stock, they'll all be shipped at once, and you'll pay a single shipping charge.
If some items are in stock and some are backordered, the in-stock items will be sent immediately. As the backordered items arrive, they will also be sent immediately. Each shipment will incur shipping charges.
Standard Shipping can take up to 7 to 10 business days in the lower 48 States depending on destination. We usually process orders between 24 to 48 hours after order is placed online depending on day and time. If order is placed online on a weekend or after 12 noon PST on a Friday then order processing will not happen until Monday morning. We ship M-F. If you place an order on a Thursday or Friday and have not paid for Next Day delivery then you will not receive your package until the following week. Rush orders placed on a Friday for regular Next Day Delivery will be delivered on the next business day which is Monday only if you placed your order before 12 noon PST on that previous Friday.
Saturday delivery is a special service and must be called in to process with our Call Center by 12 noon PST on a Friday only. Please call 1-800-289-8423 on Friday before 12 noon PST to place an overnight order for Saturday delivery. There is a surcharge for Saturday delivery. All rush orders are shipped out same business day or next business day depending on cut off time of 12:00 pm PST for order placement M-F.
International orders generally take 2-4 weeks for delivery. Delivery time may differ based on variables such as your destination address. We are not responsible for seized orders in Customs.
Overnight and Second-Day Shipping
When calculating timeframes for overnight or second-day delivery, be aware that our shipping warehouse is open Monday through Friday and is closed on Saturday and Sunday. Overnight and Second-Day Shipping orders placed before 12:00 pm PST, Monday through Friday, will ship that same day. Orders placed after 12:00 pm PST will ship the next business day. Overnight and Second-Day Shipping orders placed after 12:00 pm PST on Friday will ship on Monday (the next business day). Examples:
- Overnight: If your order is placed at 12:00 pm PST on Friday with overnight shipping, it will be shipped Monday, and will arrive on Tuesday.
- Second-Day: If your order is placed at 12:00 pm PST on Friday with second-day shipping, it will be shipped Monday, and will arrive on Wednesday.
Rush orders placed on a Friday will be delivered on the next business day (usually Monday). For Next Day Rush/Saturday delivery you must place an order over the phone with our Call Center by 12 noon PST on a Friday. Call 800-289-8423 to place a Saturday Delivery order. There are extra surcharges for Saturday delivery placed on a Friday. A Rush order placed online on a Saturday will arrive the next Tuesday
Prices may vary depending on your destination. There is a $20 surcharge for every international order outside of Canada and the UK. Some countries are risky with custom seizures. We do not ship to these countries due to customs issues: United Arab Emirates, Bahrain, Kuwait, Thailand, Malaysia, Saudi Arabia, and North & South Korea. Good Vibrations is not responsible for packages delayed or detained in Customs. For full information on worldwide shipping, click here.
International Customs and Shipping Choices
Buyers are fully responsible for complying with their country's laws, Customs regulations, taxes, and duties. Good Vibrations is not responsible for packages delayed or detained in Customs.
We offer various international shipping methods based on your destination, the best option will be automatically selected for you and price may vary but we will give the best option available through our carriers.
Good Vibrations is not liable for lost or damaged packages.
Please note there will be a $20 surcharge for special handling for all international orders EXCEPT Canada and UK.
We stock a large inventory of product to ensure prompt delivery of orders. In addition to regularly stocked items, our warehouse receives several deliveries a day. Unfortunately, there are cases in which items need to be ordered from the manufacturer, resulting in a backorder situation. Backordered items usually take 3-10 business days to arrive in our warehouse. Product availability is displayed on the product description page on the website. For example, an item that is in stock will show the following availability message on the product description web page:
- Availability: Usually ships within 24- 48 hours (orders placed before noon, Pacific Time)
Shipping to Prisons
We do not ship to prisons.
If your order is returned to us as undeliverable (due to an incorrect address, missing apartment number, nobody available to receive a parcel, etc.) we will attempt to reach you once the package has been returned but Good Vibrations is not responsible for refunded or replacing undeliverable packages due to issues at your location. Please leave a sign for delivery drivers instructing them what to do (leave package at door, apartment office, etc.)
If the delivery problem is determined to be due to an error on the part of Good Vibrations, then Good Vibrations will replace the order for you, but some charges may apply depending upon the circumstances.
You can check the status of your order on our website 24 hours a day. Check Order Status
We do not do satisfaction returns. All sales are final. We will exchange a product that is defective for the same item only.
Help With Selecting Your Toy
Here at Good Vibrations, we are happy to help you in selecting what toy is right for you!. To guide you in making your purchasing decision, we include measurements for the dimensions of the toys we sell in the description on each product page. We also include information regarding materials, texture, color, as well as ingredients for lubes and massage products and vibration intensity for vibrators.
If you would like advice from one of our Sex Educators/Sales Associates, we are available Monday through Friday, 8 AM to 5 PM Pacific Time to assist you! Our SESAs are trained and qualified to answer your questions and help you with your purchasing decisions.
If you have any questions at all, here are the ways you can reach us:
- Call us at 800-289-8423 (800-BUY-VIBE) during business hours.
- Via our Live Chat system during business hours.
- Emailing us at firstname.lastname@example.org. We’ll respond to your email within 24 hours or the next business day.
Our Return Policy
Everything we ship from our warehouse is brand new, just as we received it from the manufacturer.
Given the nature of our products, we cannot give satisfaction returns. We do this for the safety and care of our customers, so please select your purchases carefully. For example, if you select the wrong size or color of an item, it cannot be exchanged for something different.
We want to make sure you have a properly working product, so in the event you have a defective item, it can be exchanged for the same item within 30 days of purchase or for the duration of the manufacturer’s warranty, whichever is greater. Items purchased at a Good Vibrations retail store must be accompanied by the sales receipt.
To process your defective exchange promptly, all returns must be pre-approved, so please call or email our Customer Service Representatives for your Return Authorization. Before you send your product back, we'll help you troubleshoot your toy to see if we can get it working. If troubleshooting fails and your item is indeed defective, we'll email you a pre-paid return label, so you can get the item back to us.
When sending your toy back, please make sure it is as clean as possible. For the health and safety of our staff, any items that appear used extensively, older, and/or not cleaned properly will be refused for return authorization.
When we receive your package, we'll inspect and test your item. After confirming that your toy is defective, we'll send you a replacement for the same item right away. In the event we find your toy is working correctly, we'll send your toy back to you.
For a Return Authorization, you can reach us Monday through Friday, 8 am to 5 pm Pacific Time at 800-289-8423 (800-BUY-VIBE) or by email at email@example.com. We'll respond to your email within 24 hours or the next business day.
For our international customers: You can call us directly at +1-510-292-4148, Monday through Friday between the hours of 8 AM and 5 PM Pacific Time.
Please note, we do not send replacement orders for issues with Customs. We are not responsible for any order seized and held by Customs.
Before placing your order, you can review our full shipping terms on our FAQ page, here.
We appreciate your business, and thank you for shopping with Good Vibrations!
Canceling an Order
If you wish to cancel an order, please contact Customer Service at 800-289-8423 as soon as possible during normal business hours. We can't guarantee we will be able to cancel the order as it may have already been ship confirmed and heading to your shipping destination. We will try our best to accommodate you but once you click on "submit order" during checkout, our processing and shipping times are fast.
Video on Demand
To enjoy high-quality adult movies on demand, downloads, and pay per minute erotic entertainment discreetly on your mobile or desktop devices, please visit goodvibrationsvod.com.
Our Email List
How Do We Ensure Your Selections?
For your own protection we will send you an email to confirm that you wish to subscribe to the selected mailing list. You will then need to confirm your choice. We require this "double opt-in" to ensure that you are getting the email that you want to the correct email address.
Unsubscribing from Email Lists
Click here to unsubscribe from Good Vibrations promotional email lists. You can also unsubscribe by clicking on the unsubscribe link located at the top and bottom of each promotional email.
You will receive a final email confirming that your address has been removed from our lists. Please allow up to 48 hours for this to take effect. You may receive one or two promotional emails between the time you request to be removed from a list and the time that we are able to physically remove you from our database. We thank you for your patience.
To ensure that you are getting order confirmation emails, customer service replies and the emails that you subscribe to, be sure to add us to your address book. Some internet providers have spam filters which will inadvertently block email unless the sender is in your address book. To ensure that our special offers and information get to you, please add: firstname.lastname@example.org to your address book.
How to Redeem Coupons
Unless otherwise specified, email coupons are automatically applied to your order when you click through on the email and shop. You must meet the criteria outlined in the email (i.e. minimum order requirement) or the coupon will not be applied.
Printed coupons have a coupon code associated with them. You may need to enter the code on your order form or mention it when you place an order by phone.
Always read the instructions that accompany your coupon for the most accurate and up-to-date information before redeeming.
Most coupon offers will have an expiration date, and many may not be combined with other special offers. Some coupons may have criteria associated with the offer, such as a minimum purchase required. Always read the details included with your coupon to be as informed as possible about any restrictions.
How to Change Your Account Information
You can change your account information at any time. Log on with your user name and password and click the My Account link located at the top of every page. Each section displayed on your account page has an edit link that allows you to change the information contained within that section.
Creating an Alias
Why we have aliases
We offer a variety of ways in which you can participate in our online community, such as creating product reviews. For those purposes, we ask you to create an "alias" to appear on the page instead of your username. That way, if we publish your review and display your alias on our site, your privacy is guaranteed.
Setting up an alias
You can create an alias either on your My Account page or from the user review creation page. Your alias cannot exceed 20 characters (total of letters, numbers and spaces). In addition, our editorial staff reserves the right to not publish material associated with an offensive-sounding alias.
Changing your alias
You can change it at any time, either from the review creation page, or from your My Account page. We'll verify that the new alias is not already in use, and "retire" your old alias. Note that any reviews you've written under your old alias will be re-associated with your new alias.
Adding Items to Your Cart
To add an item to your shopping cart, click the Add to Cart link found on each product page.
To adjust the quantity of any item in your cart, type the number you want to order in the Quantity box, then click the Update button.
Removing Items from Your Cart
To remove an item from your shopping cart, check the Remove box, then click the Update button.
You are welcome to rate any item in our store that you feel strongly about, even if it's not an item you purchased from us. Look for the "Rate It" box on the item's product pages, and select one of the following ratings:
- 1 star: I hate it
- 2 stars: I don't like it
- 3 stars: It's OK
- 4 stars: I like it
- 5 stars: I love it
Writing Product Reviews
The most important guideline is: Write about what you liked (or didn't like) and why. Other users care about your opinion. Your review can be up to 1000 words in length. It's best to focus most of your comments on the product you're reviewing, but selectively comparing it to related items is sometimes helpful, too. Finally, even though you're reviewing adult material, try not to use offensive language in your review.
All user reviews are evaluated by our editorial staff. We reserve the right to publish submitted reviews in full, in part or not at all. Please allow approximately five business days for approved reviews to be posted on the site.
Once approved, reviews will be displayed on the product description page for the product that you reviewed. Reviews may also be made available to visitors and customers in other forms.
Review usage terms
We reserve the right to edit reviews for appropriateness and accuracy. The posting of reviews on our site is done without any promise of present or future acknowledgement or compensation. All posted reviews become our nonexclusive property, with limited republishing rights retained by the author. By submitting a review, you are granting us a license to use, reproduce, revise or display such postings.
By using this web site, viewing its contents or ordering from us, you agree to resolve any disputes with us by first contacting us via email. If you are not able to obtain resolution of your dispute via email, you agree that it will then be resolved by dispute resolution located in San Francisco, California, U.S.A.
18 U.S.C. §2257 Statement
All products we sell depicting persons are represented by our sources to be in full compliance with 18 U.S.C. 2257.