FAQ

FAQ Table of Contents:

  1. Covid 19 Service Updates (UPDATED)
  2. Gift Card Redemption
  3. Troubleshooting Common Toy Issues
  4. Toy Care and Cleaning Questions
  5. Customer Privacy and Security
  6. Basic Curbside Pick-up and Shipping Questions (UPDATED)
  7. Returns, Exchanges, Warranties and More

1. Covid 19 Service Update

Is your store open for in-person shopping?

UPDATE: We are NOW OPEN for in-store shopping.
Saturdays and Sundays (1pm - 7pm):

July 24-25 (1pm-7pm)
July 31-Aug 1 (1pm-7pm)
Aug 7-8 (1pm-7pm)
Aug 14-15 (1pm-7pm)
Aug 21-22 (1pm-7pm)
Aug 28-29 (1pm-7pm)
Sept 4-5 (1pm-7pm)
Sept 11-12 (1pm-7pm)
Sept 18-19 (1pm-7pm)
Sept 25-26 (1pm-7pm)

Beginning Saturday, October 2nd, we will be Open Wednesday-Sunday from 1pm-7pm

How does curbside pickup work?
  • Place your order ONLINE or over the phone.

  • When ordering online for curbside pickup, you must still enter a valid shipping name and address.
    *Even though we won't be shipping to you- this is an important fraud verification feature used by our secure merchant service provider. Please do not input a fake name or address- this may result in your order being cancelled. 

  • In step two of the shipping process you will be asked to choose your "Shipping Option"- HERE YOU CAN CLICK "Curbside Pickup"

  • Curbside Pickup hours are limited to: 
    Monday - Thursday (Noon - 4pm),
    Friday (Noon - 7pm)
    Saturday & Sunday (1pm - 7pm)

  • If these hours do not work for you, please select another shipping option! 

  • After you place your order, wait for an automated email notifying you that your order is ready for pickup.

  • When you arrive to pickup your order, park on the on-street metered parking outside of our store.

  • Call us at 612-721-6088 and let us know you are here. We will expedite your order out to your vehicle.
    *If the phone line is busy or you do not get an answer during our Curbside Pickup Hours, please be patient and call back. This means there are other customers in line ahead of you for pickup. 
   

2. Gift Card Availability & Redemption

I have an old gift card, how do I redeem that?
To redeem your old gift card, place your order over the phone at 612-721-6088. 
Can I purchase a new gift card?
Yes, you may purchase a gift card online or in-store. 

3. Troubleshooting Common Toy Issues

My vibrator won’t turn on.
BATTERY OPERATED VIBRATORS
  • Check that your batteries are installed with the correct polarity. There will be a diagram inside the battery compartment showing a plus (+) and a minus (-) to illustrate how batteries should be installed.
  • Make sure the battery cap is screwed on tight enough.
  • Make sure that the batteries are fresh. Use new, unopened batteries. 
  • Hold the power button down (or plus (+) button) for 5 full seconds- or until the device powers on. Check your product manual for more directions.

RECHARGEABLE VIBRATORS
  • Plug in the device and ensure it is charged. Rechargeable vibes ship from manufacturers fully charged; however, it is possible the battery discharged while in the distribution chain.
  • Hold the power button down (or plus (+) button) for 5 full seconds- or until the device powers on. Check your product manual for more directions.
  • Many vibrators have a “Travel Lock” feature. Some are shipped with this setting enabled to prevent unintentional activation.

- This is true for all Fun Factory brand vibrators and many others. Check your product manual for further directions.

My vibrator won’t turn off. 
BATTERY OPERATED VIBRATORS
  • This is a sign that the batteries are installed incorrectly. Check the polarity diagram in the battery compartment of your device and install as directed.

RECHARGEABLE VIBRATORS
  • Hold the power button (or minus (-) button) down for 5 full seconds or until the device powers down. Check your product manual for directions.
My vibrator automatically turns on when I put the batteries in.
BATTERY OPERATED VIBRATORS
  • This is a sign that the batteries are installed incorrectly. Check the polarity diagram in the battery  compartment of your device and install as directed.
My rechargeable toy won’t charge.
BRAND NEW- OUT OF THE BOX- FIRST CHARGE
  • Check to make sure the charging cord is properly attached to / plugged in to the device.
  • Check to make sure that you are attempting to power-on the device correctly.

- Hold the power button down (or plus (+) button) for 5 full seconds- or until the device powers on. Check your product manual for more directions.

MY VIBE USED TO CHARGE BUT NOW IT DOESN’T
  • Clean the charging contacts with a cotton swab lightly moistened with rubbing alcohol. Dry thoroughly and attempt to charge again.
  • Investigate whether or not your charging cable is functioning. You may need a new charger. Contact manufacturer directly.
  • See the manufacturer's website for more troubleshooting tips.
I have another troubleshooting issue.
  • Review the product manual and product packaging.
  • Check the FAQ section of the manufacturer’s website.
  • Contact Smitten Kitten for help:
    [email protected] or call 612-721-6088

 

 

4. Toy Care and Cleaning Questions

Do I need a toy cleaner? 
  • Regular soap and water is sufficient to clean almost all sex toys available for purchase at Smitten Kitten.

    Exceptions are soft elastomer toys like stroke sleeves. See manufacturer directions to specifics.
How should I clean my vibrating toys?
  • All battery powered and rechargeable vibrating toys can be cleaned with soap and water.

- Rinse your device under running water, hand-wash with soap and water (as you would your hands) and rinse thoroughly.
- Dry thoroughly with a lint free towel before storage

  • Do not put mechanized devices in dishwasher.
  • Do not boil mechanized devices.
  • DO NOT SUBMERGE OR WASH ELECTRIC (plug-in devices) under running water.

- UNPLUG these devices and wipe them clean with moistened cloth and gentle soap.
- Be sure to wipe off any soap residue and allow to dry completely before storing or using.

How do I clean my silicone dildos, anal toys, or cock-rings? 
  • All solid silicone toys (without any mechanized parts) can easily be cleaned:

- Hand wash with soap and water
- Wash in dishwasher
- If desired boil in plain water for 5 minutes (allow to cool completely before use or storage).
- Silicone is known to attract lint. You may still need to rinse your silicone toys just prior to use. 

How do I clean my anal toys?
  • All anal toys sold at Smitten Kitten can be easily cleaned with soap and water. We only sell non-porous, body-safe and easily cleanable insertable toys.
  • Follow the same cleaning directions as listed above for battery powered or non-mechanized devices depending on your specific toy.
  • Anal toys may be cleaned with the same protocols as other devices.
What type of lube can I use with silicone toys?
  • Use water-based, hybrid, or plant-oil based lubricants with silicone toys.
  • Silicone-based lubricants may change the surface texture of some silicone toys.
What happens if I use silicone-based lube on my silicone toy?
  • Sometimes silicone-based lubes will change the surface texture of silicone toys.
  • Typically this is subtle and does not change the use/feel/safety of your toy. Most incompatibilities result in cosmetic changes only.
  • Wash your toy as per directions and then inspect it before the next use. It is very unlikely that your toy will be significantly damaged and it should still be safe for use. Use your own best judgement. 
Can I store my toys together? 
  • Yes. All toys sold at Smitten Kitten can be stored together.
  • This is NOT the case with all toys sold at other stores. Many toys sold in the US are not safe to be stored next to each other because of the materials they are made of. 
How do I clean my leather strap-on harness?
UNFINISHED LEATHER
  • Unfinished leather will spot and patina over time. Expect that the leather will darken or spot where lube or body fluid touches it.
  • Use quality saddle soap (specialized leather cleaner available at shoe repair or tack shops) and a dampened cloth to clean. Follow the product use directions of your saddle soap.
  • Condition leather after cleaning or when leather feels dry to the touch.
  • Leather is a natural and porous material. It cannot be sanitized with harsh chemical cleaners without doing damage to the integrity of the material.
FINISHED LEATHER / GARMENT LEATHER
  • Finished leather (usually with a slightly glossy surface finish) is less likely to spot or darken when moistened with lube or body fluids.
  • Spot-clean with damp cloth and dry thoroughly before storing.
  • Use quality saddle soap (specialized leather cleaner available at shoe repair or tack shops) and dampened cloth to clean. Follow the product use directions of your saddle soap.
  • Condition leather after cleaning or when leather feels dry to the touch.
  • Leather is a natural and porous material. It cannot be sanitized with harsh chemical cleaners without doing damage to the integrity of the material.
Can I machine wash and dry my fabric strap-on harness?
  • Yes (and No), all fabric harnesses we sell at Smitten Kitten are machine washable. Use a cold/delicate setting. Use a lingerie bag to prevent tangling.
  • Hang dry to extend the life of your fabric harnesses. We do NOT recommend machine drying due to potential damage and premature wear and tear on elastics and delicate fabrics.
  • If your harness features metal snap o-ring closures, be sure to open those and allow any moisture that accumulated inside the snap channels during cleaning to dry thoroughly to prevent rust. 
The straps on my strap-on harness are way too long.
  • Many harnesses feature lengthy synthetic-webbing straps for adjustability. These straps may be too long for many. To shorten these straps, cut the excess with sharp scissors. Melt the cut edge with a common lighter to prevent fraying. *Use caution. 
How do I clean my leather flogger, paddle, or crop?
UNFINISHED LEATHER
  • Unfinished leather will spot and patina over time. Expect that the leather will darken or spot where lube or body fluid touches it.
  • Use quality saddle soap (specialized leather cleaner available at shoe repair or tack shops) and a dampened cloth to clean. Follow the product use directions of your saddle soap.
  • Condition leather after cleaning or when leather feels dry to the touch.
  • Leather is a natural and porous material. It cannot be sanitized with harsh chemical cleaners without doing damage to the integrity of the material.
FINISHED LEATHER / GARMENT LEATHER
  • Finished leather (usually with a slightly glossy surface finish) is less likely to spot or darken when moistened with lube or body fluids.
  • Spot-clean with damp cloth and dry thoroughly before storing.
  • Use quality saddle soap (specialized leather cleaner available at shoe repair or tack shops) and dampened cloth to clean. Follow the product use directions of your saddle soap.
  • Condition leather after cleaning or when leather feels dry to the touch.
  • Leather is a natural and porous material. It cannot be sanitized with harsh chemical cleaners without doing damage to the integrity of the material.
How do I clean my stroke sleeve?
STEP BY STEP STROKE SLEEVE CLEANING
  • Disassemble the stroke sleeve after use. *Take sleeve out of the case for easier cleaning.
  • Run warm water through the interior to flush away any leftover lubricant or body fluids.
  • Once your sleeve is rinsed out, soak the insert in very hot (NOT BOILING) , plain (NO SOAP OR CLEANERS ADDED) water.
  • Soak for five minutes.
  • Squeeze out as much moisture as possible and allow the sleeve to air dry.
  • Once mostly dry, spritz thoroughly with anti-bacterial (non soap and non alcohol) sleeve cleaner. Use cleaner per package directions.
  • Allow the sleeve to dry completely- inside and out!
  • Lightly powder your sleeve with cornstarch to renew soft, supple surface feel.
After I washed my stroke sleeve it got really sticky.
  • Make sure NOT to use any soap or alcohol-based cleaning agents on your sleeve. These will degrade the sleeve material.
  • We recommend using this toy cleaner.
  • Clean your sleeve as per the directions above and dry 100% inside and out.
  • Lightly powder your sleeve with 100% cornstarch to degrease the surface stickiness. 
How do I clean my stainless steel toys?
  • Stainless steel toys may be cleaned with mild soap and water.
  • Dry thoroughly after washing before putting the toy back in storage case. 

 

 

5. Customer Privacy and Security

Is my payment information secure?

 

  • Smitten Kitten payment processing is fully PCI-Compliant.
  • We use end-to-end encryption for all financial transaction data.
  • We have 24/7 server security monitoring.
  • We have 24/7 active global fraud protection systems.
  • Customers can choose to use our fully-integrated merchant service provider—with no third-party access, or
  • Additionally, customers may choose PayPal as a third-party payment provider. PayPal provides both buyer and seller protections as well as end-to-end encryption.
Can I make a purchase with cash to protect my privacy? 

 

  • No, not at this moment. Because of Covid-related Service Updates, we cannot do in-person transactions, thus we cannot take cash payments.
  • All transactions must happen via electronic payment. 
What will show up on my credit card statement? 

 

  • “The Smitten Kitten, Inc.” will be listed on both your receipt and your credit card statements. 
  • If this will be problematic for you, we recommend using a pre-paid Visa or MasterCard gift card- available at all banks and department stores such as Target, Walmart, etc. 
Can I make an anonymous purchase?
  • We recommend purchasing a prepaid Visa or MasterCard gift card- available at all banks and department stores such as Target, Walmart, etc.
  • You may use this as your payment method either on our secure website or with a phone order.
  • For complete anonymity, use a prepaid gift card and make your purchase over the phone for curbside pick up. 
If I give you my email address, will you sell it or send me spam?
  • No! Absolutely not! 
  • We need a working, real email address to communicate with you about your online order.
  • If you would like to receive emails about sales, events and other important messages from Smitten Kitten, you may opt in. But we will will NEVER send you any unsolicited messages without your consent.
  • For more information about how we use your personal data, see our detailed Privacy Policy page. 
Is your shipping discreet?
  • Yes! We take our customer's privacy very seriously.
  • We ship in plain brown boxes.
  • Return address label will read "TSK, Inc, 3010 Lyndale Ave. S., Minneapolis, MN 55408".
  • For more detailed Shipping information, see our Shipping and Returns page.

 

 

6. Basic Curbside Pick-Up & Shipping Questions 

How much does shipping cost?
  • We offer free domestic shipping for all orders. 
  • Free shipping is provided via the US Postal Service.
  • Customers can choose paid shipping options either via the US Postal Service or UPS.
How long will shipping take?
HOW LONG WILL IT TAKE FOR SMITTEN KITTEN TO PACKAGE MY ORDER?
  • Free-shipping orders will be filled in the order they are received. Usually within 24-48 hours of receipt.
  • Paid-shipping is available for expedited service. 
  • Paid-shipping orders will be filled first, (same day or within 24 hours depending on when the order is placed).

WHAT SHIPPING OPTIONS DO YOU OFFER?

  • FREE DOMESTIC SHIPPING OPTION
    (This will either be USPS First Class or Priority Mail depending on size and weight of your order. Best service will be chosen by Smitten Kitten)

  • USPS FIRST CLASS
    (Approx. 2-5 business days for small items in padded envelope) 

  • USPS PRIORITY MAIL
    (Approx. 2-3 business days for parcels)

  • USPS PRIORITY MAIL EXPRESS
    (1-2 days business days)

  • USPS PRIORITY MAIL INTERNATIONAL
    (Approx. 10-14 business days)
     
  • UPS GROUND
    (Approx. 3-7 business days)

  • UPS NEXT DAY AIR
    (Overnight service *to most domestic addresses, *guaranteed delivery times)
Do you ship in discreet packaging? 
  • Yes! Your parcel will arrive in a plain, brown cardboard box.
  • Return address will read “TSK, Inc., 3010 Lyndale Ave. S., Minneapolis, MN 55408”.
Where do I find more details about your shipping? 
How does curbside pick-up work?
 
  • Place your order ONLINE or over the phone.

  • When ordering online for curbside pickup, you must still enter a valid shipping name and address. *Even though we won't be shipping to you- this is an important fraud verification feature used by our secure merchant service provider. Please do not input a fake name or address- this may result in your order being cancelled. 

  • In step two of the shipping process you will be asked to choose your "Shipping Option"- HERE YOU CAN CLICK "Curbside Pickup"

  • Curbside Pickup hours are limited to: 
    Monday - Thursday (Noon - 4pm),
    Friday (Noon - 7pm)
    Saturday & Sunday (1pm - 7pm)

  • If these hours do not work for you, please select another shipping option! 

  • After you place your order, wait for an automated email notifying you that your order is ready for pickup.

  • When you arrive to pickup your order, park on the on-street metered parking outside of our store.
    *There are no free or designated parking spaces for pickup. Metered parking is first-come, first-served. Generally this should not be a problem before 4pm. 


  • Call us at 612-721-6088 and let us know you are here. We will expedite your order out to your vehicle.
    *If the phone line is busy or you do not get an answer during our Curbside Pickup Hours, please be patient and call back. This means there are other customers in line ahead of you in line for pickup. 

 

 

7. Returns, exchanges, warranties and more

I bought a wearable that doesn't fit, can I return it? 

or 

I bought a sex toy I don't like, can I return it?
  • No. All sales are final.
  • We don’t do satisfaction guarantees. 
  • Because of the intimate and personal nature of the items we sell we do not accept returns. 
  • Consult size charts and product descriptions/dimensions closely before purchase and contact us if you have questions.
What exceptions are there to your return policy? 
*We reserve the right to refuse any return. 
Common Sense Exceptions to our Return and Exchange Policy
  • Loss or damage in shipping.
  • Manufacturer defect.
  • Your device breaks shortly after you buy it (within 60 days).
  • A mistake Smitten Kitten made that contributed to your decision to purchase the item- Such as incorrect product specifications, confusing product photography, unclear product description, etc. 
  • See our Shipping and Returns page for more detailed information. 
  • Something else? Try us! We’re helpful and it’s our mission to help you feel good about your purchase!

Email us at [email protected] or call us at 612-721-6088 for assistance.

Do you provide a warranty?
  • Yes, Smitten Kitten offers a 60 day (from date of purchase) warranty against manufacturer defect .
  • We will replace any defective items with the same item or another of equal value in consultation with the customer. 
  • Many of the products we sell are also covered by a Manufacturer Warranty. Product manufacturer and warranty information is listed on the product pages for each item we sell. 
  • See our Shipping and Returns page for more detailed information. 
I don’t really know what I should get.
I’m concerned I won’t like it.
What should I do? 
 
  • Smitten Kitten Sex Educator/Sales Associates are available by phone, email and via DM on facebook and instagram for personal guidance prior to your purchase.
  • Our trained staff are experts at helping customers make informed purchasing decisions.