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. We'll be glad to help out.


Shipping: When will my order arrive?

Delivery times depend on your location. Proceed to checkout and continue to shipping method to see the delivery date.  Keep in mind that weekends and holidays are not considered business days by SexToyMotion, or our shipping partners.

Check the estimated arrival date at checkout for more accurate times depending on your location!


Shipping Method Timeline
Standard Shipping 7-20 Business Day
Fast Shipping 5-10 Business Day
Fastest Shipping 1-5 Business Day
All International Shipping 8-26 Business Day

How do you ship?

We ship via UPS and USPS USA Addresses, Global Shipping May Vary. Keep in mind that UPS does not ship to PO boxes. We provide shipping confirmation and tracking number via email the day your order ships. The cost of shipping is calculated when you check out, it is based on your zip code.

Discreet shipping and billing is important to me. How will my order look when it arrives and what will show up on my credit card?

Discreet shipping is important to many of us. The shipping label will read vary on our ship out location. Your credit card or Paypal account will be charged under the name ST Motion or RanJetDo, Inc (our parent company).

 

What is your return policy?

Because of the intimate nature of the items we sell, we are unable to return or exchange 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.

What if an item is defective?

If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please click here to contact us, to let us know of the issue.  When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (shipping it back is your responsibility), we will promptly ship a new replacement to you free of charge. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.

Can I cancel my order?

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. Please order carefully.

I have a SexToyMotion discount code, where do I enter the SexToyMotion discount code?

Your discount code can be entered at time of check out. Once entered you will see the discount for the SexToyMotion discount code automatically applied to the total.

Do you ship to Hawaii, Alaska, PO Boxes or APOs?

We ship to Hawaii and Alaska but are not able to offer any Free Shipping. Rates are shown on checkout. APOs and PO Boxes are not an accepted shipping method at this time.

    How We Measure

    Length

    The length measurement indicates the entire length of the toy, from top to bottom including any handles and bases. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy's head and extend it to its base. Do not curl the measuring tape over the base.

    Length Measurement - Indicates the entire length of the toy, from top to bottom including any handles and bases.

    Width

    The width measurement indicates the horizontal diameter of the toy's surface at its widest point. With the toy placed on a seamless hard surface, place one end of the measuring tape flat across its widest point. Do not curl the measuring tape around the edges of the toy.

    Width Measurement - Indicates the horizontal diameter of the toy's surface at its widest point.

    Insertable Length

    The insertable Length measurement indicates only the length of the insertable portion of the toy, excluding any surface that is not intended for penetration. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy's head and extend it only to the end of the shaft. If your toy has a harness base, suction base, testicles, or a handle, it is not a part of the toy's insertable length measurement.

    Insertable Length Measurement - Indicates only the length of the insertable portion of the toy, excluding any surface that is not intended for penetration.

    Girth

    The girth measurement indicates the circumfrence of the toy around its widest point. With the toy held upwards on a hard surface, hold one end of the measuring tape at the center of its widest point, and wrap it around the toy until you're back where you started. Be sure not to overlap the measuring tape to get an accurate measurement.

    Girth Measurement - Indicates the circumfrence of the toy around its widest point.

    How do I unsubscribe to the newsletter?

    You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter

    How do I reset my password?

    You can reset your password by clicking on Login/Register at the top of the home page. Type in the email used to register your account and then click on reset password. The new password will be emailed to you.

    Can I add an order to my account?

    We cannot add orders to an account. You must be logged into your account while placing an order for information to be reflected on your account.

    How do backordered items work?

    Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.

    Does SexToyMotion have a store I can visit?

    No. We are an e-commerce business only. All items are shipped directly from our warehouse. We are not open to the public.

    Can I place my order over the phone?

    All orders must be placed online. We cannot place an order over the phone.

    How can I place an order?

    Once you've found the product you want to purchase, click the add to cart button 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, you will receive a confirmation via email.

    I want to cancel my order but it has already been processed

    Unfortunately we are unable to cancel your order once it has been processed at our warehouse. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order.

    How can I contact you?

    You can reach us or use our contact us form.

    2257 Record Keeping Requirements Compliance

    18 U.S.C. 2257 Compliance. In compliance with the Federal Labeling and Record-Keeping Law (also known as 18 U.S.C. 2257), all models located within our domain were 18 years of age or older during the time of photography. All content and images are in full compliance with the requirements of 18 U.S.C. 2257 and associated regulations. SexToyMotion (RanJetDo, Inc parent company). does not produce any content and makes no representation about any content on our site www.sextoymotion.com. All pictures of models on product covers or on video products offered on this site have been created / produced by other companies, manufacturers, or studios.

    SexToyMotion (RanJetDo, Inc parent company). does not have in our possession any of the original 2257 disclaimers for any of the models. All of the companies, manufacturers, or studios that have created content that we sell or advertise have represented to SexToyMotion (RanJetDo, Inc parent company). that all models appearing on their product covers or instructional videos are over 18 and that they, companies, manufacturers, or studios, maintain all appropriate 2257 disclaimers or the equivalent.

    Please click here to contact us or call us 716-226-3666

    All charges are in US dollars.