Frequently Asked Questions
Do you offer a 100% price match guarantee?
We take pride ourselves in not only having the best selection of high-quality adult toys but also in having the most competitive prices. If you find a lower price on anything you’ve purchased from HotCherry within 30 days of delivery of your item, contact firstname.lastname@example.org. We will match the price and refund you the difference. Make sure the product you would like to price match is immediately available and identical to the one you have purchased, including model number and color. We want to deliver exceptional customer satisfaction.
Note: We will only match pricing from authorized sellers in the United States. We will not price match refurbished products, knockoffs, out-of-stock, or part of a clearance sale. In addition, we do not price match against Amazon, eBay, Walmart, or other marketplace sellers.
Do you offer discreet shipping and billing?
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.
Do you deliver to a PO Box?
Yes, we do also ship with USPS. Only USPS is permitted to deliver to a PO Box.
Can I place an order over the phone?
No. You will need to place your order online using our website.
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. We offer same-day dispatch on all orders placed before noon ET. Orders placed after noon ET will be dispatched on the next business day, excluding holidays. The table below shows estimated delivery times for different shipping options. For more details, please check out the shipping and delivery page.
|Service||Estimated Delivery Time|
|Standard Shipping||3-6 Business Days|
|Priority Shipping||2-4 Business Days|
What are your accepted payment methods?
We accept all major credit cards, including Visa, MasterCard, American Express, and PayPal.
How much does the shipping cost?
Shipping costs vary based on the shipping method you select. We offer free standard shipping on all orders over $59. The table below shows different shipping options and their respective costs. For more details, please check out the shipping and delivery page.
|Standard Shipping [For Orders $59+]||Free|
Do you offer international shipping outside of the United States
No. We only ship within the Continental United States, consisting of 49 of the 50 US states and the District of Columbia. We don’t deliver to Hawaii or other countries at the moment.
Do you save my credit card details?
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.
How do I reset my password?
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 on 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.
How can I get email offers with discounts and promos?
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.
How can I unsubscribe from receiving newsletter emails?
You can unsubscribe at any time by clicking the unsubscribe link at the bottom of every email we send.
I didn’t receive my order, what should I do?
First, please use your tracking number to check the status and location of your order. If your order shows delivered, but you didn’t receive the order, contact the carrier directly to file a claim. Here is some useful carrier contact information:
|Service||Phone Number||To Talk to a Human|
|UPS||1-800-742-5877||Press 0 (zero), then 0 (zero), then press 5, then 5, then 2|
|USPS||1-800-275-8777||Say, “speak to a representative” at each prompt|
|FedEx||1-800-463-3339||Press 0 (zero) at each prompt|
How do I contact HotCherry customer service?
If you have general customer service-related inquiries, please contact us by filling out the form on the customer care page.