Customer Care & Support

Welcome to HotCherry customer care. 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.

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Customer Service FAQs

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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.

  • 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.

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.

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 need to contact customer care to request return authorization.

HotCherry is owned and operated by HCCO Retail Ltd. 

Address: 2544 Weston Rd, Unit #647 North York, ON M9N 2A6, Canada

Note on Shipping: While our headquarters is located in North York, we ship all US orders directly from our United States warehouses to ensure the fastest delivery and most convenient service for our customers.

Please note: Our headquarters is not a retail storefront. For all returns, please follow the instructions found in our Return Policy.