FAQs

Customer Service Frequently Asked Questions

Greetings, valued customers! We’ve compiled a list of commonly asked customer service questions to provide you with quick and helpful answers. Should you need further assistance, feel free to contact us directly through our website.

Q: Which countries do you deliver to?

A: For now, we only deliver goods to the continental United States, excluding Alaska, Hawaii, overseas addresses such as Puerto Rico and Guam, or APO/FPO addresses.

Q: What are the delivery costs and options?

A: We utilize the services of the United States Postal Service for FREE Standard Shipping.

Q: Shipping: When will my order arrive?

A: The standard shipping ensures delivery to the continental United States in 8-15 business days. Kindly note that weekends and holidays are not considered business days by P.S. EDEN or our shipping partners.

Q: Is your packaging discreet?

A: Of course! We ship all orders in nondescript brown boxes or plain envelopes. There won’t be any explicit content or words that could potentially compromise your privacy, ensuring that the only person getting excited about your delivery is you.

Q: What is your return policy?

A: Due to the intimate nature of the items we sell, we are unable to accept returns or exchanges for purchased toys and products unless they are defective. This policy is in place to ensure the health, safety, and peace of mind of all our customers.

Items designed to come into contact with any body part or fluid are non-returnable and non-resalable. This includes, but is not limited to, vibrators and dildos, douche/enema kits, anal toys, beads and plugs, cock and ball devices, gags and ropes, lingerie, men’s wear, as well as lubes, massage oils, condoms, and body paints.

Q: What if an item is defective?

A: If an item is found to be defective within 7 days of delivery, we will gladly replace it with the same item. Please contact us to report the issue, once the defective item is received back at our warehouse (shipping costs are the responsibility of the customer), we will promptly ship a new replacement to you free of charge.

Q: Where is my refund?

A: Once we receive your refund request because of an item defect, we will process it within 48 hours with a full refund. The exact time for the refund to reflect in your payment bank account depends on the regulations of your bank.

Q: Can I change my shipping address?

A: If your order has not yet shipped, please get in touch with us to change your shipping address. Once an order is processed and shipped, we cannot change the address.

Q: How do I change or cancel my order?

A: Contact our customer service to change or cancel your order if the order has not been shipped. Regrettably, we cannot cancel orders once they have been processed and shipped. We apologize for any inconvenience.

Q: Can I track my order?

A: Yes. Our delivery partners offer order tracking as standard. You will receive information via email on how to track your order once your order is dispatched.

Q: Why is my tracking number invalid?

A: Most tracking numbers will be valid within 24 hours of shipment. If you can’t track the tracking number, please contact us online through customer service.

Q: Why I can’t apply a discount to my order?

A: Some discounts and promotions cannot be applied at the same time.

Q: Why my products don’t work?

A: Kindly check the batteries first.

Q: How can I contact you?

A: We value your feedback and are available for chat support from Monday to Sunday, 7:30 AM to 10:30 PM EST (excluding holidays). Or please feel free to get in touch with us at customerservice@ps-eden.com, and we’ll reply to you within 48 hours.

Q: How do I reset my password?

A: To reset your password, click on the “My Account” icon at the upper right-hand corner of the home page. Log in to the email that was used to register your account, and head over to the “Account details” section to smoothly change your password.

Q: What if I forget my password?

A: if you lost your password, click on the “My Account” icon at the upper right-hand corner of the home page. Head to the “Lost your password?” link under the “Log in” button, and enter the email address used to register your account. A password reset email will be sent to the email address on file for your account, but may take several minutes to show up in your inbox. Please wait at least 10 minutes before attempting another reset.

Q: Can I add an order to my account?

A: Unfortunately, we cannot add orders to an existing account. To ensure your order information is reflected on your account, make sure you are logged in while placing the order.

Q: How do backordered items work?

A: We do not keep backorders. Any items that are not available will be removed from your order, and the billing will be adjusted accordingly.

Q: Does P.S. EDEN have a physical store I can visit?

A: No, we are an e-commerce business and all items are shipped directly from our warehouse. We do not operate physical retail stores open to the public.

Q: Can I place my order over the phone?

A: All orders must be placed online. We do not accept orders over the phone.

Q: How can I place an order?

A: Once you’ve found the product you wish to purchase, click the “Add to Cart” or “Buy Now” button. After selecting your items, you will proceed to the checkout, and fill in the required information for “Billing Details”. Choose your payment options to place an order. After successfully placing your order, a confirmation email will be sent automatically.

Q: What payment methods are available?

A: We accept Paypal as our major payment method. If you don’t have a PayPal account, no worries! You can still proceed with your payment using your credit card or debit card through the PayPal platform, such as Visa, Mastercard, Discover, and American Express.

Q: Do you offer wholesale plans?

A: Yes, we do. Please feel free to contact our customer service for details.

Q: What is my personal information used for?

A: P.S. EDEN will NEVER, under ANY CIRCUMSTANCES, sell your information to a third party. We only use your information for billing & shipping service, and for our own marketing purposes, such as sending you email offers when you subscribe to our emails or requesting you to leave a review of our products or services through a third-party provider.

Q: Is my online information secure?

A: Your personal information will be protected by the world’s most advanced encryption technology.

Q: Do I need to pay taxes or other import charges when I receive the package?

A: The authorities in your country may impose additional duties, fees or taxes beyond our control. So you are responsible for all costs incurred when the package enters your country. But don’t worry, your order will be delivered to you shortly.

Thank you for choosing P.S. EDEN