In mid-March we very sadly closed our Ottawa warehouse. Fulfillment of all online orders has now been consolidated to the Halifax shop.
Discreet Delivery
Canadian orders are packaged discreetly in plain envelopes or boxes. The shipper is listed as "Customer Care" rather than Venus Envy, and the contents are not identified on the packing materials.
If you are ordering from the US, we will be as discreet as we can be on the customs form; we might list a vibrator as a "novelty", a lube as "personal moisturizer", or a dildo as a "silicone sculpture".
Delivery
Standard delivery for Canadian orders is $10, or free over $100. Most Canadian orders will be shipped via Canada Post expedited service and arrive in 1-7 business days, depending on location.
USA orders: American orders are shipped via UPS. Due to changes at the border, duties are now calculated as part of the checkout process for orders shipped to the USA.
Local Delivery
Customers within our Halifax delivery zone have the option to select local delivery for $5. Our in-house delivery service will discreetly drop off your order in plain, sealed packaging. Once your order is placed, you will receive a follow-up email with your delivery date, typically within 1-2 days. Delivery orders placed on the weekend may not be processed until Monday.
Local Pick-up
To pick up your order at our Halifax shop, choose "pick up" as your delivery method at checkout and Halifax will automatically be assigned as the pickup location. Most pickup orders will be filled within 4 business hours and you will receive an email notification as soon as your order is ready. We will hold pickup orders for 60 days, after which point we will restock and refund the items included in the order minus a $5 restocking fee.
Order Processing Times
We make every effort to process online orders within one business day, but it could take up to 2 days during busy periods, and up to 3 days during sales. After that, it depends on where you are and the shipping option chosen at checkout.
Order Errors and Cancellations
If you make an error when putting in your address, please get in touch with us as soon as you notice! There's very little we can do to correct an address once it has left our location.
If you'd like to cancel your order, please reply to the order notification email you receive as soon as possible. We can cancel an order before it's shipped out, but once it's out of our hands it's considered final sale.
If we have already processed and packed your order, but not yet sent it out, we will cancel and refund your order minus $5 re-stocking fee. Please understand that we put a lot of love, energy and time into packing every single order, it's important to us that every order feels like a gift, but it takes time to do this! The same fee applies to pick-up orders.
The Fine Print
Shipping times are provided by Canada Post and described in the approximate number of business days to reach a major centre; weekends and holidays are not included in those times. Storms, pandemics, and other natural (or unnatural) disasters are also not factored into shipping times. If something major and out of the ordinary should occur, it may take longer than usual to receive your package.
Once an order has left the store, we are not able to offer a refund. We promise all our customers that nothing has left the store before being sent to them, and we are deeply committed to keeping that promise. So, even if you change your mind, or fail to pick up your package, or put in the wrong address and it gets sent back to us, we will not be able to offer a refund.
If an order gets returned to us, we will happily send it back to you once you've paid an additional shipping fee.
If you have any other questions, don't hesitate to get in touch by email at orders@venusenvy.ca