Here's some basic information about how our store works, and what you can expect when you buy from us. We want your shopping experience to be as awesome as possible, so if you have any questions not answered here, give us a call or send us a message.
PLACING YOUR ORDER
We want you to feel confident about your purchase! If you need more information or want help comparing different products, please don't hesitate to contact us. You can send us an email, call our Minneapolis store or use the contact form on this website. Someone on our staff will get back to you within 24 hours.
You may order via this website or over the phone. For expert help ordering online or to order via phone, please call the Smitten Kitten at 612-721-6088.
Phone orders are subject to the same Terms and Conditions as online orders and feature the same shipping and delivery options as detailed below.
PAYMENT, PRICING AND PROMOTIONS
The Smitten Kitten online store accepts the following payment methods: all major credit cards and debit cards. We do not accept personal checks, travelers checks or money orders.
Promotion codes and coupons are available from time to time. Please sign up for our e-mail newsletter, join our Facebook pages or follow us on Twitter to learn about occasional discounts. There is a coupon code field in the online shopping cart. You must enter the coupon code at the time of purchase. We cannot retroactively apply any discounts to an order once you've placed it.
CHANGING OR CANCELLING AN ORDER
Once your order has been placed, it may not be possible to make changes, substitutions or cancellations before the order is processed and shipped. If you need to cancel a recently placed order, please contact us immediately to ensure we get the message as quickly as possible. The best way to do this is to call our Minneapolis store during business hours and speak to someone in our shipping department directly.
SHIPPING & DELIVERY
We value your privacy and we ship all of our products to you in discreet packaging. See Privacy & Security for more information. We accept orders from North America, the EU, Australia, New Zealand and Japan. *NOTE FOR INTERNATIONAL CUSTOMERS, we are required to fill out customs declaration forms outlining the package contents. We will be as discreet as possible; however, be aware that declaration forms are visible on the outside of your package.
For your convenience, we will ship all USPS orders without signature confirmation unless you request otherwise. If you would like USPS to require a signature in order to deliver your package, please indicate this in customer comments at checkout. UPS shipments are always delivered with signature confirmation.
In every package, we include an itemized invoice of your order as well as any additional promotional material when we have it. If you include a gift message on your order and the shipping address is different than the billing address, then we include the gift message only without the itemized invoice. At checkout you can always leave us a customer comment with any special conditions you would like to be applied to your package and we will work to meet them accordingly.
GENERAL SHIPPING INFORMATION
The Smitten Kitten ships packages Monday - Friday, day-time hours. Most shipments will leave our address within 24 hours of when the order was placed. However, if the order is placed over the weekend, your shipment will be processed the following Monday, regardless of shipping method chosen.
The Smitten Kitten uses both United Parcel Service (UPS) and United States Postal Service (USPS) as our shipping carriers.
For UPS domestic shipments, we currently only offer UPS Ground or Next Day Air.
For USPS domestic shipping options, you can choose from the following options: Parcel Post®; First Class Mail® Package; Priority Mail®; Express Mail®.
Use Parcel Post® when value is most important. Small and large packages, thick envelopes and tubes containing gifts and merchandise can be sent using Parcel Post. This option features delivery to every address in the United States including PO Boxes, military addresses, Saturday and residential deliveries at no additional charge. Delivery can take up to 7-10 business days and is not guaranteed.
First Class Mail®
Use the First Class Mail® Package when your package weighs 13 ounces or less. First Class Mail® offers the best value for your postage dollar. A Delivery Confirmation™ number is a standard service with The Smitten Kitten’s First Class Mail® option. Delivery is generally faster than the Parcel Post® option and is not guaranteed.
The Smitten Kitten recommends using this option. Priority Mail® is a fastest and most affordable shipping option for packages. This is the only 2-3 day delivery service to mail boxes as well as PO Boxes. Saturday and residential deliveries are at no additional charge.
This is the fastest possible delivery method. In most cases Express Mail® ensures overnight delivery; however, if your order is placed late in the day, it may take two days in some cases. Delivery to most destinations is available 365 days a year even Sundays and holidays at an additional charge.
For our international customers, we offer the following shipping options: First Class Mail® International and Priority Mail® International.
First Class Mail® International
This is the most economical way to send small packages worldwide. This service requires complete customs forms and the recipient may be charged import duties and fees. These charges are the responsibility of the recipient NOT The Smitten Kitten.
Priority Mail® International
Priority Mail International offers reliable service at an economical rate and is perfect for larger packages over 4 pounds. This service also requires complete customs forms and the recipient may be charged import duties and fees. These charges are the responsibility of the recipient.
The following are The Smitten Kitten’s General Shipping Policies. These Policies apply to all of the above shipping methods:
The risk of loss and title for all merchandise ordered on this Web site pass to you when the merchandise is delivered to the shipping carrier. The Smitten Kitten uses the United States Postal Service (USPS) and the United Parcel Service (UPS) as its carriers. USA shipping & handling rates are based upon weight of each individual package/items. Please be aware that the United Parcel Service (UPS) will require a signature for delivery, whereas the United States Postal Service (USPS) will NOT require a signature for delivery unless you indicate that you require signature confirmation on your order. For more information on USPS shipping procedures, please visit www.usps.com, and for UPS shipping procedures, visit www.ups.com.
A handling fee is applied to all orders. The handling fee is a non-negotiable flat rate fee that, in addition to the cost of postage, helps us offset some of the costs of packaging. If a delivery is refused by the customer without Smitten Kitten authorization, a fee for return shipment and/or a restocking fee may be deducted from any potential refund. While we strive to expedite and deliver all orders as quickly as possible, we ask all customers to allow us 7-10 business days for delivery time after The Smitten Kitten has processed your order, although an order may be delivered in quicker time. Once an order is placed into our database, it takes time to process in fulfillment and ship out. Postal delays can increase delivery times.
CONFIRMATION & TRACKING
When you place an order, you will receive an order confirmation email from us. If this does not show up in your inbox, check your spam folder. If this still has not showed up, ensure that you gave us the correct email address at the time of checkout by either logging back into your account OR emailing firstname.lastname@example.org. (It’s rare, but sometimes a typo can accidentally sneak into an email address when ordering.) After your order confirmation, it can take 2-3 days to process your order (especially over the weekend). If you have not received information or a follow up from us within 2-3 days of placing your order, please email email@example.com with your order number or name and we will give you a status update.
Every order will come with its own tracking number. When your order is processed and shipped you will receive a shipment confirmation email that will review your order and have the tracking number included. You may also copy the tracking number you received in your shipment confirmation email, go to the shipping company’s site and paste the tracking number in the area specified. This will give you the most up to date information available.
PRIVACY & SECURITY
We package all orders in generic brown cardboard boxes with no markings that identify the parcel as containing “adult” materials or products. The return address will be listed as “TSK, Inc.” followed by the street address of our store. TSK, Inc. simply stands for “The Smitten Kitten, Inc.” Additionally, we are happy to provide USPS signature confirmation for any order upon request. If you request signature confirmation, your package will not be left at your doorstep, in your lobby, etc. without a signature.
When you pay with credit card, your statement will reflect a charge to “The Smitten Kitten.” We never share your personal account information including your contact information with any person or organization outside of The Smitten Kitten. When corresponding with you via e-mail or telephone we will always be as discreet as is possible.
RETURNS & EXCHANGES
Please read this information carefully. Because of the intimate nature of our products, we do not accept returns. We encourage our customers to make educated and confident purchases. If you have questions prior to purchasing any of our products, please call for a consultation with one of our staff sex educators or visit our Minneapolis store.
All in-store and online sales are absolutely final.
Exchanges will be made in the event of manufacturer defect only. Original store or online order receipt must be presented within 30 days of original purchase for an exchange. Original packaging and any accessories, cords or chargers included in original packaging must also be included with the return.
Media (DVD's, CD's, Print Materials) are not returnable.
For online orders, you must call to receive a return authorization prior to return shipment. We are unable to accept returns without an authorization.
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