Shipping policy
At `hersensual`, we understand that privacy and discretion are extremely important to you. This Shipping Policy explains how we deliver your orders safely and confidentially.
1. Discreet Packaging & Billing – 100% Privacy Guaranteed
We take your privacy seriously. All orders are shipped in plain, unmarked packaging with no external indication of the contents or our brand name.
- Outer Box/Envelope: Plain brown box or poly mailer – no logos, no product images, no wording related to adult items.
- Return Address: Displays a generic name (e.g., "Fulfillment Center" or "Logistics Dept."), not `hersensual`.
- Billing Descriptor: Your credit card/bank statement will show a neutral, non-descriptive name (e.g., "MKT Services" or "SHOP APPAREL"). It will not include any words like "adult", "toy", or our brand name.
2. Age Verification Required
By placing an order on our website, you confirm that you are at least 18 years old (or the age of majority in your country/state). Our carrier may require an adult signature upon delivery for certain products or shipments. If an adult signature is required and no one 18+ is available to sign, the package will be held at the local post office or depot for pickup with valid ID.
3. Processing Time
- Orders are processed within 1–2 business days (Monday–Friday, excluding public holidays).
- You will receive a shipping confirmation email with a tracking number once your order has left our warehouse.
4. Shipping Rates & Delivery Estimates
Region：International
Shipping Method：Standard
Estimated Delivery Time：10-20 business days
Shipping Cost：$5.99 (Free on orders over $99)
Note: Delivery times are estimates and may be affected by customs clearance, weather, or carrier delays. We are not responsible for delays caused by the carrier or customs.
5. Tracking Your Order
Every order includes a tracking number sent to your email. You can also track your package by logging into your account on our website.
6. Customs, Duties & Taxes
- For US customers: All prices include applicable sales tax. No additional customs fees.
- For international customers: Your order may be subject to import duties, taxes, or VAT upon arrival in your country. These charges are the responsibility of the buyer. We are unable to predict or control these fees. Please check with your local customs office before ordering.
Customs Label Declaration: For customs purposes, we are required to declare the contents. We use generic, non-explicit terms such as "Personal Care Item", "Massager", "Apparel", or "Gift". No sensitive or explicit language will appear on the customs form.
7. Incorrect Shipping Address
Please double-check your shipping address at checkout. We are not responsible for orders delivered to an incorrect address provided by you. If you realize a mistake, contact us immediately at `service@hersensual.com`. Once shipped, we cannot change the address.
8. Lost or Stolen Packages
If your tracking shows "Delivered" but you have not received the package:
- Check with neighbors or your local post office.
- Contact the carrier directly.
- If still unresolved, please email us within 5 business days of the "Delivered" status. We will work with the carrier to investigate, but please note that we are not liable for packages stolen after delivery.
9. Returns & Refunds
For information on returns, please see our [Return & Refund Policy](link-to-your-return-policy-page).
10. Contact Us
For any shipping-related questions, please reach out to our discreet customer support team:
Email: `service@hersensual.com`
Hours: Monday–Friday, 9 AM – 5 PM (EST)