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FAQs About Us
Halifax Ottawa

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Our website ships from our Ottawa Warehouse

 

Canadian orders: Currently we use a courier service to most customers, this service is unaffected by the Canada Post strike. However we do use Canada Post for service to some rural addresses and PO boxes, during the strike this means: 

  1. Packages already en route to PO boxes or rural addresses around the strike date of November 15th will remain in the Canada Post system until regular mail operations resume.
  2. New orders for PO boxes or rural addresses placed on or after November 15, 2024, will be packed and ready at our warehouse, and will ship Expedited as soon as Canada Post is operational again - hopefully soon!
Most of our orders shouldn't be affected heading to urban addresses, although shipping time may be slightly delayed because of the volume of packages now diverting from Canada Post. If you are a PO Box or rural address please bear with us as Canada Post navigates a new agreement, your packages will be the first out our door when shipping resumes.
If you would like to place an order and want to know if your address is affected by the Canada Post strike, please email us at orders@venusenvy.ca

 

USA: shipping is free for orders of $149 or more. For orders of less than $149, shipping is $20 CAD.

Every order is shipped discreetly in a plain brown box. The shipper is listed as '9373616 Canada Inc.’ instead of Venus Envy, and the contents are not explicitly identified on the packing label. 

If you are ordering from the US, we're as discreet as we can be on the customs form. So, we might list a vibrator as a novelty, a lube as a personal lotion, and a dildo as a silicone sculpture.

Local Delivery

Halifax  To place an order for local delivery in Halifax please contact us directly at the shop, find complete details here. Delivery is $5 or free on orders over $40. We deliver on Saturdays within 30km of downtown.

Ottawa We offer local delivery Monday - Friday. Same-day delivery orders must be placed before 10am in order to ship out that day, otherwise you will receive your order the following business day. Delivery is $5 and we deliver within 30km of our warehouse. You must be at the address you've listed in order to accept your package, if you're not available to meet your package there is a second delivery fee for us to re-deliver the package.

 

Local Pick-up

Halifax  To place an order for curbside pickup in Halifax please contact us directly at the shop, find complete details here.

Ottawa  To order for curbside pickup, choose "pick up" as your delivery method at checkout. Pickup orders are processed on weekdays and you will receive a notification when your order is ready. Our pickup hours are 10am-5pm Monday-Friday, and Saturdays 12-5pm at our warehouse at 329 Catherine Street. We will hold pickup orders for 60 days after fulfillment, after which point we will restock and refund the items included in the order minus a $5 restocking fee. 

 

Shipping and Processing Times

Generally speaking, orders received by 9am Eastern time will be processed and shipped out on the same day. Orders received after 9am will be processed and shipped out on the next business day. During busy periods, it may take up to 3 business days to process your order. Orders are not processed on holidays or weekends.

 

Discreet Shipping

Every order is shipped discreetly in a plain brown box. The shipper is listed as '9373616 Canada Inc.’ instead of Venus Envy, and the contents are not explicitly identified on the packing materials. All orders are shipped from our warehouse in Ottawa, and the warehouse is listed as our return address.

Order Errors and Cancellations

We can cancel an order before it's shipped out, but once it's out of our hands it's considered final sale. If you'd like to cancel an order, please call us as soon as possible at 613-235-2797. Please do not email us to cancel an order - it is very likely that we will not see the email before your package is sent.

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 we have already processed and packed your order, but not yet sent it out, we will cancel the order but you will be charged a $5 re-stocking fee. Please understand that we put a lot of love, energy and time into packing every single order: we make sure the toys are working, we wrap your items in pretty paper, we include care instructions and informational pamphlets. It's important to us that every order feels like a gift, but it takes a lot of time to do this! The same fee applies to pick-up orders.

The Fine Print

Shipping times are described in the approximate number of business days to reach a major centre. So weekends and holidays aren't 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, or by phone at 613-235-2797.