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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 Estimated Time
Standard Shipping 4-7 Business Days
Priority Shipping

3-4 Business Days


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 can only cancel orders that our warehouse hasn’t processed. Once the order is processed, we cannot retrieve the package back. However, you can mark the package “Return to Sender.” Once we receive the package, we’ll issue a refund, excluding the shipping fees.

Do you have another question?

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

Contact us