Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
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.
Under normal circumstances, when you place an order, your email address will be automatically registered as a member of our website. If you have other needs, you can directly click on the link in the upper right corner of the page to register.
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.
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.
We do not keep your credit card information on file. Your credit card details are only used for the specific transaction you make with us. We follow strict security protocols and data protection measures to ensure the privacy and security of your personal and financial information. If you have any further questions regarding the security of your credit card information during transactions with us, please feel free to contact our customer service team.
Our tax policy depends on your shipping address. If the laws of your shipping address region require the collection of sales tax, we will calculate and collect the sales tax according to the local tax rate, and this fee will be clearly displayed on the order checkout page. If there is no relevant tax requirement in your area, no sales tax will be charged. If you have any questions, please feel free to contact our customer service team.
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.
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.
If you need to swap an item
Returns and Exchanges
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.
If you have been authorized for a return, you can send the returned item to the following address: Room 505, No. 99 Zhengda Road, Qingjiangpu District, Huai’an City, Jiangsu Province, China. Please enclose the relevant documents of the return application (if any) in the package so that we can quickly identify your return request and process it. At the same time, please make sure that the item and its packaging are in good condition and that all accessories are included. If you have any questions when mailing the returned item, or if you need to inquire about the processing progress of the return, you can contact our customer service team at any time. Our customer service representatives will be more than happy to serve you.