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!

Do you sell replacement parts?

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.

Can I cancel my order?

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.

Can I place an order over the phone?

All orders have to be placed online.

Product Warranty & Registration

What is your warranty policy?

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.

How do I file a warranty claim?

Please contact a manufacturer for instructions on filing a claim.

What if I do not have my receipt?

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.

What if I received my item as a gift and Idon’t have the 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

What kind of payment methods you accept online?

We accept payments with credit / debit card and online payment (Paypal). We do not accept cash, check or money order.

Do you accept offline payment methods for online order?

We do not accept offline payments

How will my order payment appear on my bank statement?

Charges appear as “MSNV Inc.”
on your bank statement.

Shipping Info

I just made a purchase on the WEBSITE, how long will it take to arrive?

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.

How do you ship?

We ship via USPS, FedEx or UPS.

What kind of packaging does my order come in?

Our products are shipped in nondescript envelopes and boxes with only our address on the mailing label.

Will my order be delivered on a weekend?

Yes, orders may be delivered on weekends.

Do you ship internationally?

Yes we offer international shipping.

Can I track my order?

You may track your order via the carrier website. When we ship your order, our system will send you the tracking number via email.

My order has been shipped, but I haven’t received it yet?

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.

What if I miss receiving my order?

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

What if my order is lost or damaged in transit?

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.

Returns

What is your return policy for orders placed in your online store?

Due to the nature of our products ALL SALES ARE FINAL

What can I do if I am not Satisfied, Changed Mind or purchased Incorrect Product?

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.

Incorrect item Shipped?

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.

Defective Product?

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

What kinds of batteries are best to use in your products?

We recommend using Alkaline batteries for optimal performance.

Should I leave batteries in my item when not in use?

We recommend removing the batteries after each use to extend the life of the battery and item.

Can you tell me how to use my item?

Visit the product page for details or Contact Us for proper handling and troubleshooting instructions.

How do I reset my password?

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.

How do I contact you?

You may submit your inquiry using our Contact Us Form

Please contact us if you can't find an answer to your question.