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Customer Care & Support

Welcome to HotCherry customer care. Below we have listed some of the most frequently asked customer service questions we get. If you haven’t found what you are looking for, fill out the form at the bottom of this page, and we’ll be happy to assist with your questions about our products, shipping, or anything else.

Customer Service FAQs

When will my order arrive?

Delivery times vary based on your location and shipping service. The delivery time also depends on when you place your order. The table below shows estimated delivery times for different shipping options. These are average delivery times once the carrier picks a package. For more details, please check out the shipping and delivery page.

 Service Shipping Time
Standard Shipping 2-6 Business Days
Fast Shipping 2-4 Business Days

Example 1: Ordered with Fast Shipping Before 1pm ET:

  • Business Day 1: The order is processed and picked up by the carrier.
  • Business Day 2: The package is in transit for the first time.
  • Business Day 3-5: Order is delivered.

    Example 2: Ordered with Fast Shipping After 1 pm ET:

    • Business Day 1: Order is processed.
    • Business Day 2: The order is picked up by the carrier.
    • Business Day 3: The package is in transit for the first time.
    • Business Day 4-6: Order is delivered.

    What is your return policy?

    Because of the intimate nature of the products we sell and for hygienic reasons, they are considered used once an item leaves our warehouse. They cannot be returned unless defective or their original shipping bag/box is unopened. For more details, please check out the return policy page.

    Can I cancel an order?

    We typically process orders within 30 minutes from the time the order was placed. Once an order is processed, we are unable to cancel it. If you no longer wish to receive your order, you can refuse it at delivery.

    Do you have another question?

    Please fill out the form below for general customer care inquiries about our products, shipping, etc. We’ll respond as soon as possible (typically within 24 to 48 hours, excluding weekends and holidays). 

    Our customer service hours are Monday - Friday from 9:00 AM to 5:00 PM EST.

    Drop us an email