Hugz and Kizzez

All orders are shipped in plain mailers or boxes. Return labels are nondescript and usually say "Returns Department."

All packing slips are generic and do not mention any company information or pricing.

You can be confident that your orders will be shipped discreetly!

We can ship worldwide apart from countries where adult products are prohibited. Please be aware that international shipments are subject to customs inspection in the destination country. Remember: We are not responsible for orders once they leave the warehouse; We are not responsible for fees or duty requirements of the receiving country.

Each country and locality worldwide have their own restrictions and product prohibitions. We cannot
ship to countries with laws by customs that prohibit the import of adult products. This includes, but is not limited to:

• Afghanistan
  
• Bahrain
  
• Cambodia
  
• Egypt
  
• Indonesia
  
• Kuwait
  
• India
  
• Iraq
  
• Iran
  
• Kazakhstan
  
• Malaysia
  
• Namibia
  
• Nigeria
  
• Oman
  
• Pakistan
  
• Philippines
  
• Qatar
  
• Russia
  
• Saudia Arabia
  
• Turkey
  
• Ukraine
  
• United Arab Emirates
  
• Uzbekistan

Additionally, UPS will not ship our products to the following countries:

• Bulgaria
• China
• Iceland
• India
• New Zealand
• Singapore
  

When you receive your package, promptly check the items to make sure the items are working. We are happy to provide account credit or replace items found to be DEFECTIVE. Due to the nature and usage of Adult Products, ALL SALES ARE FINAL, and we do not accept returns.

You must contact us within the first 30 days when you have received a defective or incorrect item and are requesting either a refund or replacement. We will enter the information into your order so that your product issue can be handled smoothly. Please send your order number, the product name/SKU, and a detailed description of the issue and/or photos.

Occasionally, manufacturers will have a requirement to receive defective items back. In the event an item needs to be sent in, we will notify you and ask that you include the following in your return package:

• The packing slip.
• A note telling us what the problem was
• A note stating whether you would like a refund or a replacement of the defective item.
• If you do not include a note, you may not be refunded!
  

We have tens of thousands of products on our site. Some of the products have measurements and some do not. We will not issue a refund for a product without measurements, due to the size. Please make sure the product you are ordering meets all your requirements, including size, before placing your order.
In the event a product does not match its description, please contact us with details and photos. The same is true for color as different monitors display colors according to user settings. Finally, manufacturers may change packaging styles before they update our images. In these cases, the product
is exactly as described, but the packaging may look different. These situations are not cause for return/credit.

Once an order has been sent, it is no longer possible to make changes. Please order carefully.

You can track your order using the carriers' websites, linked below. Select the carrier and input or paste the tracking number. Through these websites, you can also access the carriers' contact information so you can inquire directly with the carrier. Often, the carriers can provide more detailed information from their internal system.

USPS: https://tools.usps.com/go/TrackConfirmAction_input

• UPS, UPSMI, UPS SurePost: https://www.ups.com/track?loc=en_US&requester=ST/
• FedEx: Fedex.com: https://www.fedex.com/apps/fedextrack/?action=track
• DHL eCommerce: https://www.dhl.com/us-en/home/tracking.html
• OnTrac (XR Only): https://www.ontrac.com/servicesTracking.asp

If you are unsure which carrier your package was shipped with, 17Track provides an all-in-one tracking page: https://www.17track.net/en

In the event an order is marked delivered, but has not been received, you should check with neighbors and the apartment office (if applicable). If you cannot locate the package, you should contact the local office of the shipping carrier with your tracking number and ask them to open an investigation.

Once packages are shipped, the items are out of our control. In the event a package is lost, as defined by the carrier, you will need to file a claim with the carrier, and time must be allowed for them to investigate.

If you are missing an item from your shipment, please contact us via email us with the following
information:

• Order Number
• Missing Item Number

We will quickly investigate and help resolve the issue as soon as possible!

If your order is returned to the sender as Undeliverable/Unclaimed/Refused, you will need to notify us once it has been returned to them and processed. At that time, we can issue credit for the returned product(s). We cannot refund any shipping costs in these cases.

Please be sure when entering addresses that all information is correct. If the shipping carrier cannot locate the address, they will return the shipment to the sender.

Once an order has been submitted, it is usually not possible to make changes or cancel.

If you need to cancel an order, please contact us immediately with your order number.

If it is not possible to cancel your order in time you may refuse the shipment. To refuse a shipment, simply inform the carrier when they attempt to deliver to you or take the sealed/unopened shipping box back to the shipping carrier's local office and ask them to Return to Sender. Once the items are back and received, we can issue a credit for the refused products. Please note that if the shipping box has been opened, the carrier will not accept it and it is no longer possible to refuse the shipment.

Should you refuse a shipment, please contact us via email so that we can be alerted.

Once a package has been shipped, it is in the hands of the carrier and out of our control. If your order has not arrived within your selected delivery time frame, please email us and we can investigate further with the shipping carrier.

Please note that sometimes (especially during the busy holiday season or during severe weather events), the shipping carriers may take longer than usual to deliver or skip scans along the way. Sometimes packages do not scan until they arrive in their destination city.

We're happy to help!

If you receive a defective/damaged item, please contact us via email within the first 30 days after the ship date, with the following information:

• Order number
• Item number
• Detailed description of issue, including any troubleshooting that has been tried.
• Photos (If damaged)

We can have a replacement sent or issue a credit to your account. Please note that all product issues must be reported within the first 30 days.

If a product issue occurs outside of this period, we are happy to provide manufacturer warranty information (if available).

If an item you receive is incorrect, please contact us via email with the following details:

• Order Number
• Item number you did not receive.
• Name/item number/UPC of the item you did receive.
• Photos of what you received (if possible)
  

We are happy to investigate and get the correct item sent to you!

We accept the following payment methods:

• Credit Card: Visa, Mastercard, Discover,
• Debit Card: Visa or Mastercard branded.
• PayPal
• Shop Pay- interest free payments.

*Please note that all payment methods must be in the name of the account holder and/or the business.