Shipping policy

Shipping & Returns

🔒 100% Discreet & Blind Shipping

Your privacy comes first. Every order ships discreetly. No exceptions.

  • Plain, unmarked packaging: your order arrives in a plain box or mailer with no logos, product images, or hints about what’s inside.
  • Blind shipping: our store name and the words “adult” or “sex toy” never appear on the outside of the package or the shipping label.
  • No product details on the label: only your name and address are visible.
  • Private from start to finish: we never share your order details with anyone other than the carrier delivering it.

Nobody will know what’s inside but you.

Fast Shipping

We know you can’t wait, so we move fast. Orders placed before 1:00 PM Mountain Time on business days usually ship the same day. Orders placed after the cutoff, or on weekends and holidays, ship the next business day.

  • Carriers: We ship with trusted carriers like UPS and FedEx.
  • Tracking: As soon as your order ships, we’ll email you a tracking number so you can follow your package.
  • Shipping costs: You’ll see your shipping options, costs, and estimated delivery times at checkout before you pay.

Free Shipping on Orders Over $50

Spend $50 or more and we’ll cover standard ground shipping to any address in the continental U.S.

International Shipping

We ship to almost every country in the world! Shipping costs and estimated delivery times for your country are shown at checkout before you place your order.

Please note:

  • Customs duties, import taxes, and fees charged by your country are the buyer’s responsibility and aren’t included in our prices or shipping costs.
  • Customs may cause delivery delays that are outside our control.
  • Please make sure the products you order are legal to import in your country.

Changing or Canceling Your Order

We pack orders quickly, often the same day. If you need to change or cancel your order, please contact us as soon as possible. Once your order has shipped, we can’t change or cancel it, but you may be able to return it under our Refund Policy.

Please Double-Check Your Address

Make sure your shipping address is complete and correct before placing your order. We aren’t responsible for packages delivered to an incorrect address entered at checkout.

If a package is returned to us because the address was wrong, it wasn’t picked up, or delivery was refused, we’ll contact you. We can reship it once you pay the additional shipping cost, or refund your order minus the original shipping and return shipping costs.

Damaged, Missing, or Wrong Items

Every order leaves us in perfect condition, but things sometimes happen in transit.

If the box arrives damaged, opened, or re-taped:

  1. Take photos of the box and its contents.
  2. Keep the original box and packing materials.
  3. Email us within 48 hours of delivery at thecoldlady.com@gmail.com with your order number and the photos.

If an item is missing, damaged, or not what you ordered:
Let us know within 48 hours of delivery and we’ll make it right with a replacement or refund.

If your tracking shows “delivered” but you can’t find your package:
Check with neighbors and around your property, then contact the carrier. If it still doesn’t turn up, email us and we’ll help you sort it out.

Defective Products

If a product stops working because of a manufacturing defect, let us know within 30 days of delivery. Email us with your order number, a description of the problem, and a photo or short video if possible, and we’ll arrange a replacement or refund.

Returns & Refunds

You can request a return within 30 days of delivery for unused, unopened items in their original packaging. For hygiene reasons, opened or used intimate products can’t be returned unless they arrived damaged or defective.

For full details on eligibility, how to start a return, and refund timing, please see our Refund Policy.

Questions?

We’re happy to help!

Email: thecoldlady.com@gmail.com
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (Eastern Time)
Or: Contact us here