Frequently Asked Questions

Please check your tracking number for the delivery status. If it shows as delivered but you have not received it, please contact the carrier directly to initiate a claim. We are happy to provide any documentation needed to assist your investigation. If the package is lost in transit and not marked as delivered, please contact us at care@hotcherry.com.

Yes, all orders are shipped in generic boxes or bubble mailers. The shipping labels and return address are for our warehouse, and all billing is done through HCCO Retail Ltd.

Yes, we do also ship with USPS. Only USPS is permitted to deliver to a PO Box.

Shipping costs depend on the option you select at checkout. For more details, please check out the shipping and delivery page.

United States

Standard Shipping

• Free on orders over $59
• $4.99 flat rate on orders under $59
• Delivered within 2–6 business days
• Primarily shipped via USPS, UPS, or FedEx

Fast Shiping

• $15.99 flat rate on all orders
• Delivered within 2–4 business days
• Please note: Some brands and bulky items are not eligible for expedited shipping.

Due to the intimate nature of our products and for health and hygiene reasons, we accept returns or exchanges only on products where the shipping seal or box remains unopened. Return requests must be initiated within 30 days of delivery. We do not charge any restocking fees for returned items.

Orders are processed within 30 minutes. If you need to cancel, please contact us immediately. Once an order has been processed for shipment, it cannot be canceled.

At this time, all orders must be placed online through our website.

HotCherry is based in Canada, and while prices are shown in your local currency, some banks or credit card providers may treat the transaction as international or cross-border.

Because of this, your bank may apply a small foreign or processing fee. This fee is set by your bank, not by HotCherry, and we don’t have control over it or the ability to remove it. These fees are usually minimal and often under $1 USD. If you have questions about the charge, your bank can provide more details.

We accept all major credit cards, including Visa, MasterCard, American Express, and Discover, as well as digital wallets such as PayPal and Google Pay.

No. We don’t store your credit card details as it is a security threat. We are PCI compliant and meet The Payment Card Industry Data Security Standard (PCI DSS). Our server encrypts your personal information and payment details before processing your transaction. This occurs using 256-bit Secure Sockets Layer (SSL). For more information, please check out the secure payments page.

Yes. We work hard to offer competitive pricing.

If you find a lower price on an identical item you purchased from HotCherry within 30 days of delivery, email care@hotcherry.com and we’ll refund the difference.

To qualify, the item must be identical (same brand, model, and color), and the item must be in stock and sold by an authorized retailer.

We don’t price match:

• Marketplaces like Amazon, eBay, or Walmart
• Clearance, refurbished, or used items
• Knockoffs or out-of-stock products

To reset your password, click on the user icon (my account) in the top right corner of your browser. This will take you to the user login page. Click the forgot password link, enter the email you used when creating your HotCherry account, and click submit. From there, we will send you an email to reset your password.

You can subscribe to our newsletter for special offers, promotions, and free giveaways. You can always unsubscribe if you no longer want to receive email offers in the future.

You can unsubscribe anytime by clicking the unsubscribe link at the bottom of every email we send.