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, 6 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, 6 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 6 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!