Contact us – SmallPleasures

Common queries answered

Frequently asked Questions

How long does it take for me to receive my order?

According to the international logistics itinerary, the arrival date will change depending on the distance of the destination. Normally, it will take 3 to 7 working days from the time of placing the order to receiving the goods, and the time will be extended for more distant regions.

What is your return and exchange policy?

Welcome to [SmallPleasures]!
We are committed to providing a discreet, secure, and satisfying shopping experience. Below is our updated Return & Refund Policy, designed to comply with relevant regulations and ensure clarity for our customers.

I. Return Policy

(I) Return Eligibility

General Returns: You may request a return within 7 days of receiving your order if the product is unused, undamaged, and in its original, unopened packaging (including all tags and seals).
Hygiene Exclusion: For privacy and hygiene reasons, opened sexual wellness products (even if unused) are non-returnable unless there is a verified quality defect.
Custom Orders: Customized products (e.g., personalized sizes, engravings) are non-returnable unless a manufacturing defect is proven.

(II) Return Process

Contact Customer Service:
- Email: Send a request to [admin@lovetosp.com] with the subject line: Return Request – [Your Order Number]. Include your name, order number, product name, and reason for return.
- Phone: Call our discreet hotline at [+86 177 6644 0992] (available operating hours: 9:00 AM – 6:00 PM CST (Monday-Friday) / 23:00 – 08:00 Beijing Time (Tuesday-Saturday)) and follow prompts to speak with a representative.
Approval & Instructions:
- We will respond within 1 business day to confirm approval and provide a return address (packaging will not display sensitive product names).
- Securely package the item(s) and include a copy of your order confirmation.
Inspection:
- Upon receipt, we will inspect the product within 3 business days. Returns that meet eligibility criteria will be processed promptly.

(III) Shipping Fees

Quality-Related Returns: We will reimburse return shipping costs for defective items. Submit proof of postage, and we will refund the amount to your original payment method.
Customer-Driven Returns: For returns due to personal preference (e.g., incorrect size, dislike), customers are responsible for shipping fees.

II. Refund Policy

(I) Refund Eligibility

Refunds are issued for:
• Approved returns that pass inspection.
• Orders canceled due to out-of-stock or fulfillment errors on our end.

(II) Refund Method

Funds will be returned to your original payment method:
• Credit card refunds: Processed within 3-5 business days (bank processing times may vary).
• PayPal/other digital wallets: Processed within 5-7 business days.
If you do not receive your refund as expected, contact us with your order number for assistance.

(III) Refund Amount

Full Returns: Refunds include the product price and eligible shipping fees (for quality-related returns).
Partial Returns: Refunds are prorated based on the quantity returned (e.g., 2 out of 3 items returned = 2/3 of the total price).
Gifts & Bundles: Free gifts must be returned with the main product; otherwise, the gift’s value will be deducted from the refund.

III. Privacy & Special Cases

Discreet Processing: All returns are handled confidentially, with no sensitive language on packaging or documentation.
Post-Return Period Support: If a quality issue arises after the return window, contact us for case-by-case solutions (e.g., repair, replacement).
Promotional Orders: Returns for sale items follow the same policy, unless explicitly stated otherwise in the promotion’s terms.

IV. Contact Us

For questions about returns or refunds, please email [admin@lovetosp.com] or call [+86 177 6644 0992]. We prioritize customer privacy and aim to resolve issues within 24 hours.

How do I change my shipping address?

You can change the address at any time before the goods are shipped. However, if the goods have already been dispatched, you need to contact us via email to make the address change. Please note that there is no guarantee that the change will be successful. Therefore, please pay special attention when filling in the shipping address while placing an order.

How do I track the status of my order?

Below the Customer Assistance section, there is a direct link to check the order status. You can click on it and enter your order number, or your email address and phone number to track your logistics information at any time.

How do I receive customer support?

1. Email Support

Send an email to [admin@lovetosp.com] with your order number and details of your inquiry. Include a clear subject line (e.g., “Customer Support – Order #12345”). We aim to respond within 1 business day.

2. Phone Support

Call our confidential hotline at [+86 177 6644 0992] during these hours:

Central Standard Time (CST): Monday–Friday, 9:00 AM–6:00 PM
Beijing Time (BJT): Monday–Friday, 23:00–08:00 (next day, corresponding to CST)
All calls are handled discreetly, and we never disclose sensitive product information.

3. Privacy Commitment

We prioritize your privacy. All communications are encrypted, and we do not reference product specifics in public channels. Your inquiries will be handled confidentially.

For urgent issues, please use the phone hotline during operating hours. For non-urgent requests, email is recommended. We’re here to assist you promptly and discreetly.

What do I do if I entered an incorrect shipping address?

If you’ve entered an incorrect shipping address, here’s what you should do:

Contact customer service immediately: As soon as you realize the mistake, get in touch with the seller’s customer service. You can usually find their contact information on the website where you made the purchase, such as through a “Contact Us” page or a customer service hotline. Explain the situation clearly and provide your order number, the correct address, and any other relevant details.
Check if the order has been shipped: If the order hasn’t been shipped yet, the seller can usually update the shipping address in their system without much hassle. They will confirm with you that the address has been changed and that the order will be sent to the correct location.
If the order has been shipped:
- Contact the shipping carrier: If the seller is unable to intercept the package, you’ll need to contact the shipping carrier directly. Provide them with your tracking number and explain that the address is incorrect. They may be able to redirect the package to the correct address for a fee, or they might return the package to the sender, depending on their policies and the stage of delivery.
- Wait for delivery and then correct: In some cases, it might be easier to wait for the package to be delivered to the incorrect address. If you know the people at that address, you can ask them to forward the package to you. If it’s an unknown address, you can try to contact the local post office or delivery depot. They may be able to assist you in retrieving the package and delivering it to the correct location.
Follow up: Whether you contact the seller or the shipping carrier, make sure to follow up regularly to ensure that the issue is being resolved. Check the tracking information to see if the package is being redirected or returned as expected.

Remember, the key is to act quickly to minimize any potential delays or complications in receiving your order.

Do you ship to my country?

We support shipping to many countries and regions around the world. However, due to factors such as logistics policies and laws and regulations, delivery to some countries or regions may not be available for the time being. You can enter your shipping address on the checkout page, and the system will automatically detect whether the address is within our delivery range. If you are not sure whether your country is eligible for delivery, you are also welcome to contact our customer service team at any time. We will be happy to serve you.

Will my items come in one package?

Under normal circumstances, if the items you order are suitable for combined packaging and all are in stock at the same time, we will send all the items in one package. However, if the items you order are too large or heavy, or if some items are out of stock and need to be shipped separately, your order may be sent in multiple packages. You can check the logistics information of each package through the order tracking page. If you have any questions, please feel free to contact our customer service team.

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