Ordering FAQs

Welcome to SmittenKittenOnline.com! Thanks for being here, and congrats on your excellent taste in online sex toy stores. Read on for more info about placing an order with us, and please don't hesitate to drop us a message or give us a call with any further questions - we're here to help!

I changed my mind or don't like the item I ordered! Can I return it?

We're sorry, but in order to guarantee that every item we sell is brand new and has never been used/worn/handled by a previous customer, we do not accept any returns or exchanges - even on unopened items - except in the case of a defective item.

Because our items are non-returnable, we're extra serious about our responsibility to help you find products that are the right match for your needs! If you have any uncertainty about which item to order, let us know. We're true sex toy nerds experts and we'll be happy to talk you through the possible pros and cons of any item(s) in our store.

I ordered the wrong item! Can I return it?

Again, we do not accept any returns or exchanges. If you have mistakenly ordered the wrong item, please contact us as soon as possible after placing your order and we will help you cancel or correct your order before we ship it.

My vibrator isn't working! Can I return it?

If you have a vibrator that won't turn on, first please double check that the batteries are inserted the correct direction, that the battery cap is screwed all the way on, or for rechargeable toys that the item has been properly charged and does not have a travel lock feature activated.

Ok, I tried those things and my recently purchased item is definitely broken or defective. Can I return it for a working replacement?

Yes, we do offer a 30-day warranty on all our products! If your product is defective or not working correctly, contact us with a description of the problem and we will authorize you to send the item back to us. Once we receive your defective item, we will confirm that it is defective and send a working replacement.

It's been longer than 30 days since I bought my product, and it's not working anymore. Am I out of luck?

Many manufacturers offer a warranty and will replace products that malfunction within a certain number of months or years from date of purchase. If you have questions about whether your toy has a manufacturer's warranty or how to contact your toy's manufacturer, let us know and we'll be happy to help!

When will my order ship?

Our diligent shipping staff box up all our orders once a day Monday through Friday (usually late morning). This means that most orders will leave our address within 24 hours. However, if you place your order over the weekend it will be sent out on Monday regardless of shipping method chosen. When your order has been packaged and is ready for pickup by USPS or UPS, you will receive a shipping confirmation email. You can then use the tracking number to monitor your package's progress from our store to you through USPS or UPS.

If you need to place a particularly time-sensitive order, please call us (612-721-6088) and we can let you know how soon your order will ship.

What will my shipment look like?

Rest assured, your shipment from Smitten Kitten will look utterly mundane and totally boring (on the outside, at least)! We ship all our orders in plain brown boxes, or padded envelopes for very small items. The return address on the shipping label will read "TSK, Inc." (TSK stands for The Smitten Kitten) along with our street address.

How can I increase the security of my shipment?

If you're concerned about the security of your shipment after the carrier leaves it at your address, either select any UPS shipping method or select USPS and let us know to request signature confirmation when we ship your package. For all UPS shipments, and USPS shipments sent with signature confirmation, the carrier will require a signature from someone at your address before leaving the package.

I don't live in the United States. What will the customs declaration for my package say?

We do our best to use discreet yet accurate language when describing the contents of your package for the customs declaration form. Depending on what you order, we may describe your items as "massagers," "novelty items," "water-based moisturizer," etc. If you have any concerns about the shipping label for your order please let us know in the order comments.

What kind of shipping should I select?

We offer several shipping options through USPS and UPS, priced according to your location and the weight of the items you order, as well as free in-store pickup.

The most affordable options will be USPS First Class (available for lightweight items only), USPS Priority Mail, or UPS Ground. If you're in a hurry to receive your items (relatable!), we also offer a number of express services from both carriers.

If you have ordered more than $75 worth of products, you also qualify for free shipping! For the free shipping option we will use whichever USPS service makes most sense for your order (usually Priority Mail).

Should I select free in-store pickup?

Yes, if you would rather come get your order from our store in Minneapolis instead of having us mail them to you. You'll save the cost and delay of shipping, and you can grab a sandwich at Caffrey's or browse the beautiful stones and crystals at ZRS Fossils while you're in the neighborhood! If you can't come get your order within a week or so, just let us know - if weeks go by and we haven't heard from you, we will eventually refund and cancel your order.

My doctor referred me to your store. Can you help me select an item for therapeutic purposes?

Yes! We are not doctors or therapists and we cannot diagnose or treat any conditions, but we do have extensive training as sex educators and we are well informed when it comes to common therapeutic applications for our products. We will be glad to help you find the best product for carrying out your doctor's advice or instructions, and you can count on the same respectful and professional manner we bring to every customer interaction.

The item I want says it's sold out! Will you be getting more?

Yes, more than likely! We wish we had a vast unlimited warehouse of sex toy magic at our disposal, but in reality we are a small business and we sometimes sell out of various items. Most items will be restocked within 1-2 weeks and we are happy to provide an ETA and/or notify you when they're available again!

I don't see an item in the size/color/style/price range that I'm looking for.

Ooh, let us know! We love a challenge and we'll be happy to do some sex toy sleuthing to see if we can find the perfect product for you.

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