FAQ
You have questions? We’ve got answers or at least that is our hope. There are questions that get asked a million times a day (well at least once). Here are a few and our best guesses, I mean answers. However if our best guess wasn’t good enough you can (and should) Contact Us, if your question isn’t listed here, our super staff will love to hear from you!
We do not offer replacement parts. All items are covered by a manufacturer warranty. If your item is defective and or still under warranty, we would be happy to help you contact the manufacturer for replacement.
Most orders are processed and shipped the same day, therefore you may not cancel your order if it has already shipped and a tracking number has been emailed to you.
All orders have to be placed online.
Product Warranty & Registration
All of our products carry a year warranty against malfunctions and failure due to regular use. If your product is defective, please contact the manufacturer for a replacement.
Please contact a manufacturer for instructions on filing a claim.
We are happy to help find the proof of purchase. Please Contact US and provide your name and address, Debit/credit card number used, or an email used to place the order. This will help locate your order in our system and we will be able to email you a copy of your receipt.
We do understand items are given as gifts; There are a few things we can do. If the order was shipped to you with your name and address as the ship to we should be able to find the order. Or let us know the name and email address used to place the order.
Payment
We accept payments with credit / debit card and online payment (Paypal). We do not accept cash, check or money order.
We do not accept offline payments
Charges appear as “MSNV Inc.”
on your bank statement.
Shipping Info
Shipping times will vary depending on your location and method of shipping chosen, but transit time is typically 2 to 7 business days. We do not consider the weekends or holidays to be business days.
We ship via USPS, FedEx or UPS.
Our products are shipped in nondescript envelopes and boxes with only our address on the mailing label.
Yes, orders may be delivered on weekends.
Yes we offer international shipping.
You may track your order via the carrier website. When we ship your order, our system will send you the tracking number via email.
The delivery times advertised at check-out are based on information from the delivery services. They are not guaranteed dates, but instead are estimates given by the shipping company. Please contact the shipping for an updated delivery status.
Please provide current and accurate shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will be subject to additional shipping and handling fee to re-ship
Once your order is fulfilled and the package has been shipped. We recommend you track your package with the carrier. If your order is lost, please contact the carrier directly. we are not responsible for lost shipment due to any reasons after shipment has been dispatched.
Route Protection
Route Protect is a premium package protection that offers you “peace of mind” for all of your orders at an affordable price. The Route Protect insurance premium is calculated off of the total of your products after discounts and does not include shipping, handling or taxes when performing the calculation. When you add Route Protect at checkout, you can easily file issues for lost, stolen or damaged packages in the unfortunate case that they arise. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. Note: Route Shipping Insurance refunds the cost of the item(s) alone. Shipping costs, taxes, customs/duty fees, and the Route premium are not included.
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. You can also file a shipping issue here: https://claims.route.com/.
- Open your email from Route
- In the email, Copy your Route Order ID and then click Resolve An Issue
- In the form, your email address and order number will pre-populate
- Verify the order and click 'Resolve An Issue'
- Choose the issue with your order (Lost, Stolen, Or Damaged)
- Add a Description
- Click Submit
- *Your Route Order Number may also be found in your Shipping Confirmation Email.
Order issues for packages marked “delivered” yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
If the customer is filing an order issue the same day that the package was marked as delivered, at their discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
Route requires a police report when the customer’s package is marked as delivered on orders over $100.
*Please reference the email sent from Route when the order was purchased for details or click here to find out more about Route’s Policies.
When you purchase a product with Route Protect, you will get an email with your Route Order ID and a link to report an issue. To go straight to the Report an issue form, click here.
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At their discretion, they may offer a 15-30% refund depending on the severity of the cosmetic damage.
Route may require further evidence of the damaged item (i.e. more photos, videos, etc.).
Have questions about Route’s policies? Read more here.
Route doesn’t have visibility to our inventory or when an item will be back in stock. For instances when an item is out of stock, Route can offer a refund for the item that is out of stock and you can use that refund to order the item when it’s back in stock.
For items that are no longer available, Route will issue a refund for that item.
For orders under $100 USD, Route Protect is only $1.95. For orders over $100 USD, the cost of Route Protect is calculated based on a percentage of the order total.
Route provides package protection on your packages that are lost, stolen, or damaged. However, Route is not the merchant so they do not have access to change the details of your order (items, shipping address, cancellation, etc.). Please contact our wonderful customer care team during standard business hours in order to request that your order details (such as shipping address) be changed.
When you purchase Route Package Protection, you can report an order issue for packages that may be lost, stolen, or damaged. Read Route Package Protection Policies.
All issues must be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
- Damaged: Within 15 days of when the package was marked delivered
- Lost (domestic): Between 7* and 30 days from the last tracking update
- Lost (international): Between 20* and 30 days from the last tracking update
- Stolen: Between 5* and 15 days of when the package was marked delivered
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
- Open your email from Route
- You can find your Route Order ID at the top of the email
- *Your Route Order Number may also be found in your Shipping Confirmation Email
Returns
Due to the nature of our products ALL SALES ARE FINAL
Because of the intimate nature of the items we sell, we are unable exchange or accept returns of toys or intimate apparel (such as lingerie, massagers, intimate accessories etc.). All sales are final. Purchased items may not be returned or exchanged.
If an incorrect item has been shipped to you, please contact our Customer Service so that we could replace it for you. Return Authorization (RA#) must be requested within 30 days of purchase prior to sending any item back to NS Novelties.
All of our products carry a year warranty against malfunctions and failure due to regular use. If your product is defective, please contact the manufacturer for a replacement.
Usage
We recommend using Alkaline batteries for optimal performance.
We recommend removing the batteries after each use to extend the life of the battery and item.
Visit the product page for details or Contact Us for proper handling and troubleshooting instructions.
You can do this in two ways:
1) Click the log in button located at the top of every page, click forgot password and follow the instructions.
2) Log in to your account, click the account information section, select change password and follow the instructions.
You may submit your inquiry using our Contact Us Form