General Questions

Are there any customs fees?

It fully depends on where you live, where the package has been shipped from and the value of the package. The general answer is no, however no guarantees. We always ship as custom friendly as possible. If you want us to declare your order in a certain way, please inform us in the “Order Notes” box, that you will find during the checkout process. You are always welcome to contact us via Live Chat or through our Contact Form. Please do before ordering to receive accurate info on, where your product will be shipped from in case needed.

Do you offer other payment options than the ones listed on your site?

In case you are not able to pay with neither a credit/debit/prepaid card, Paypal or any of the listed cryptocurrencies. Then please contact us with a suggestion for your preferred payment option. We are usually able to accept a wide variety of e-wallets, bank and wire transfers, just as well as cash transfers. Alternative payment options will have to be processed manually and may delay your order by a few days.

 

Payment methods offered by you, are they secure?

We currently offer that you can pay via Paypal. If you do not have a Paypal account, you can easily pay via Paypal with all major credit/debit and pre-paid cards, such as cards related to Visa, MasterCard, American Express, Diners and many others. You do not need to sign up for a Paypal account. We also accept various crypto coins such as Bitcoin.

All credit card payments are handled by Paypal directly via their system, and we will never get direct access to your credit card information. All information between our site and the payment gateways are encrypted by Comodo Secure. You can read more about our Comodo Certificate and Comodo clicking at the Comodo Secure certificate in the footer of our site.

What is the cost of shipping?

When it comes to shipping, we have made it as easy and cheap as possible. We offer our global “standard” recommended shipping that cost €15, no matter if you order one or more items. This shipping method is usually relatively fast, and you can expect to receive you package within ten working days in most cases. For some destinations, we offer a DHL Express option at €25-35, please contact us in advance of your purchase in case you need Express Shipping.

Where do you ship from?

Your order will be shipped from our warehouse in Kherson, Ukraine.

Order Issues

I’m missing an item from my order, what do I do?

We regret that we cannot be held responsible for any confiscations by customs. We check out all item(s) before shipment. So, if the mistake was on our part, please contact us.

What do I do if I receive a faulty item in my order?

All items check before shipment, if we will find some defect/damage, we will contact you

Delivery

Will packaging be discreet?

Yes, of course. All orders are shipped in discreet packaging market as “sports equipment” or “souvenir”. There will never be any mentioning of adult, sex or BDSM outside of the package.

 

Can I track the delivery of my order?

Of course, you can. Here you will see all information about your package. If the package already leaves Ukraine, you need to select your country from the drop-down menu and it will redirect you to the site of your local Post service.

How can I find your international delivery information?

You can follow your package here.

 

What should I do if my order hasn’t been delivered yet?

You can find out where your package is here.  If you didn’t  found any information about the package, please contact us.

Returns & Refunds

Due to the nature of our products, and to ensure the health and safety of our customers and staff, we cannot accept returns or exchanges on any item designed to come in contact with the genitals or bodily fluids. Once these types of items leave our warehouse they are considered used and unsalable. Please be sure to inspect your items upon receipt.

Items that may have been damaged in transit, or defective when received, can be returned for store credit or replacement. Please contact us within 14 days of having received the damaged/ defective item so we may issue you a return authorization and shipping label.

Custom- made Items: Custom items made according to the customer cannot be returned.

 

I did not find an answer to my question in your FAQ´s?

Don´t worry; we are here to help! Please contact us either via the Contact page, via Live Chat or email: support@painfultouch.com. We typically always reply within 24 hours.

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