For hygiene and safety reasons, all sales are final except where an item arrives defective or damaged. Because our products are intimate, personal-care items, we cannot accept the return of any product once its sealed hygienic packaging has been opened — unless the item is found to be defective or damaged when it is unpacked.
When your order arrives, please inspect it promptly and before first use to confirm that it is complete and in good working condition. We will refund or replace any item that is defective or damaged on arrival.
To be eligible for a return, an item must be:
- unused and in its original condition;
- returned in its original, complete, and undamaged packaging; and
- sent back to our Canadian returns address within 30 days of delivery.
Please keep all original packaging until you are completely satisfied with your order. There is no right of return once the packaging is no longer in its original, complete, undamaged, and unused condition.
To start a return or request a refund, email us at contact@dildostore.ca or message our customer service team through the website. All refunds are issued in Canadian dollars (CAD) to your original payment method.
100% Satisfaction Guarantee
We want you to receive the best possible product. Every item is made under strict quality control and double-checked before it ships. When your order arrives, please examine it carefully to confirm it is in good condition.
If you discover a quality issue that is not caused by use or handling — such as a break or a manufacturing defect — please do not use the item, take clear photos, and contact us at contact@dildostore.ca within 14 days of delivery. Once we have confirmed the defect, we will replace the item or issue a refund.
Damages & Warranty
We offer refunds or replacements only for products that are defective or damaged on arrival; we do not refund for change of mind or other reasons. If your item arrives defective, please contact us at contact@dildostore.ca as soon as possible, and within 24 hours of delivery. Include as much detail as you can, along with photos and video where possible. This allows us to resolve the issue quickly and to share feedback with our manufacturers so the same problem can be avoided in future.
Please inspect every item before first use — this is important. Products damaged through improper use or handling are not eligible for return or exchange, so please take reasonable care of your product to avoid damage.
Order Cancellations
We generally begin processing orders within 12 hours of receiving payment, so please send any cancellation request as early as possible by emailing contact@dildostore.ca. Cancellation terms depend on timing:
- Within 12 hours of purchase: refunded in full, less the payment processor's transaction fee (approximately 5%, charged by PayPal or your bank). DildoStore.ca does not add a cancellation fee.
- Between 12 and 24 hours after purchase: a 20% cancellation fee applies.
- After your order has shipped: the order can no longer be cancelled. In this case it must be handled as a return, and we will issue your refund once the order is returned to us.
All cancellation requests must be sent to contact@dildostore.ca in a timely manner.
Undeliverable Orders
Please double-check your shipping details at checkout. Your order is shipped exactly as entered, and your address is printed on the shipping label precisely as you provide it. Orders returned to us as undeliverable are subject to a 50% processing fee, and original shipping charges are non-refundable.
Your Consumer Rights (Canada)
Nothing in this policy limits or replaces any rights you may have under the consumer protection laws of your province or territory. Where those laws provide protections that cannot be waived, they continue to apply.
Questions? Email us any time at contact@dildostore.ca.
