Customer Service Frequently Asked Questions

For your convenience, we've provided answers to some of our most-asked customer service related questions below. If you don't find what you're looking for here, please click here to contact us.

Quick Links

Q: How much is shipping?

A: Standard shipping is free for orders over $50 (before tax and after the coupon code is applied) otherwise the cost is just $9.99. If you need your order faster than the standard promised delivery date, you will be provided with other promise delivery dates to choose from. The cost of faster shipping will be determined based on the delivery date you choose.

Q: What is your return policy?

A:Because of the intimate nature of the items we sell, we are unable to return or exchange purchased toys and products unless defective. This is for the health, safety and peace of mind of our customers. Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable. Once these items leave our warehouse, they are considered used, and therefore cannot be returned.

This includes, but is not limited to:

  • Vibrators And Dildos
  • Douche/Enema Kits
  • Anal Toys, Beads And Plugs
  • Cock And Ball Devices, Cock Rings And Cock Sleeves
  • Gags And Ropes
  • Lingerie And Men's Wear

Lubes, massage oils, condoms, and body paints are also not returnable.

Q:Can I cancel my order or make a change of address?

A: In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Once the order is processed and shipped we can not make any changes to the address. In most cases, if the order can not be delivered due to an address error, the parcel will be returned to us by the carrier. All returned orders will be refunded and can NOT be shipped back out.

Q: How can I place an order?

A: Once you've found the product you want to purchase, click the add to shopping cart button. Once you are done choosing the items, click the proceed to checkout button to fill in the information required. Choose your desired shipping and payment option. Once the order has been placed, a web confirmation number will be provided to you at the top of the page. You will then automatically receive a confirmation via email.

Q: How do Pleasure Points work?

A: To collect Pleasure Points please make sure you are logged in to your account or create an account when checking out. pleasure Playhouse Points earned will vary depending on current promotions. When you redeem; each point is worth 1 cent. So 100 points equals $1.00 towards future purchases. To use your points just login and you will see them in the Payment Method on Checkout. Click Here to go to your Loyalty Page Please note: It can take up to one week for pleasure Playhouse Points to show up in your reward balance. Effective September 1, 2020, if an account is inactive over a 12-month consecutive period, no points are accumulated nor redeemed, all pleasure Playhouse Points will expire.

Q: I have a Pleasure Playhouse Coupon Code where do I enter the code?

A: Your coupon code can be entered in the shopping cart by clicking here. Once the code is entered you will see the discount for the PinkCherry coupon code automatically applied to the total.

Q: Free Gift With Purchase Offers?

A: Orders over $89 (before tax and after the coupon code is applied) may be entitled to a free gift with purchase. This offer can be changed without notice. If the order goes below the minimum requirements for the free gift a message will appear at checkout to advise you the item has been removed from the order.

Q: 30 Day Price Match Guarantee?

A: Should you find a better price on anything you have purchased from pleasure placehouse Canada within 33 days, email cs@pleasureplayhouse.com with the website where you found the better price (must be an authorized Canadian retailer). We will MATCH the price and refund you the difference.

Q: How to unsubscribe from the newsletter?

A: Standard shipping is free for orders over $50 (before tax and after the coupon code is applied) otherwise the cost is just $9.99. If you need your order faster than the standard promised delivery date, you will be provided with other promise delivery dates to choose from. The cost of faster shipping will be determined based on the delivery date you choose.