Update: Due to COVID-19 you may expect longer than usual order processing and delivery times. 

Domestic Shipping Information

Our orders are shipped discreetly in plain brown boxes and we do everything to make sure that your order is delivered in a timely fashion. We only ship within the Continental United States, consisting of 49 of the 50 US states (within North America) and the District of Columbia. We don’t deliver to Hawaii.

Here is a summary of our important shipping information:

  • We offer free standard shipping on all orders over $59
  • We work with multiple carrier including UPS, USPS and FedEx
  • Orders placed before 12 pm ET on Monday through Friday will be shipped within the same day
  • Orders placed over the weekend will be shipped on Monday, except holidays
  • Standard delivery orders placed after 12 pm ET on Sunday through Thursday will be shipped the next day
  • You can place your order at any time. However, carrier’ delivery times may be delayed due to these holidays listed below:
    • New Year's Day
    • Martin Luther King Jr. Day
    • Presidents Day
    • Memorial Day
    • Independence Day
    • Labor Day
    • Columbus Day
    • Veterans Day
    • Thanksgiving Day
    • Christmas Day

Discreet Packaging

At HotCherry we value your privacy, and to ensure that, we deliver all orders in generic brown boxes without any indicative labels to alert your neighbors. The shipping labels and return address are for our warehouse incorporation, and all billing is done through HCCO Retail Ltd.

Delivery Options and Cost

We offer free standard shipping on all orders over $59. For orders below $59 or rush orders, shipping cost and delivery timelines are listed below:

Service Cost Estimated Delivery Time
Standard Shipping $6.99 4-7 Business Days
Priority Shipping $12.99 2-3 Business Days
Express Expedited Shipping $19.99 1-2 Business Days
Premium Next Business Day Delivery $49.99 1 Business Day (on orders placed before 12 pm ET)

Order Tracking

Once we process your order, you will receive an email notification with your tracking number and you can use this page to track your order. Please keep in mind that it might take us up to 2 days to process your order depending on the day and time of your order. In the meantime, if you have any questions about your order status, please contact customer service at care@hotcherry.com and provide your order number in your correspondence.

Carrier Contact Information

Here is some useful carrier contact information in case you’d like to contact or file a claim:

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

Returns & Refunds

Because of the intimate nature of the products we sell and for hygienic reasons, once an item leaves our warehouse, they are considered used and cannot be returned unless defective or their original shipping bag/box is unopened.

If the shipping box/bag is unopened you can return your complete order. You will need to take the unopened bag/box you don't want to keep to the carrier and mark it as “Return to Sender”. We do not allow for individual items to be returned when you have ordered multiple products, as we cannot verify whether individual products have been touched or used.

Upon receiving and confirming the unopened shipping bag/box, we will issue a refund excluding the shipping fees regardless whether your order qualified for free shipping. Shipping fees are charged by the carriers and are nonrefundable. For more details, please read our return policy page.

Canada Shipping Information

Unfortunately, we currently don’t ship to Canada as we don’t have a distribution facility in Canada. We are aware that there might be additional customs fees and taxes applicable to your order when it’s shipped from the US. We are hoping to launch our Canadian operations soon.

Shipments to Military Addresses

All US military personnel are considered to reside inside the United States regardless of whether they are stationed in the Americas, Europe, Middle East, or Pacific. Given this standard, there are specific guidelines that you need to follow to deliver an order to a military address:

  • Address the package as usual with the recipient’s name and other delivery information
  • For city, select either APO (Army Post Office) or FPO (Fleet Post Office)
  • For state, select AA (Armed Forces Americas), AE (Armed Forces Europe & Middle East), or AP (Armed Forces Pacific)
  • Enter the zip code provided by the military
  • For country, select United States regardless of where you are stationed

MISSING OR LOST PARCELS

HotCherry is not responsible for the reimbursement, replacement, or re-shipment of parcels that are deemed missing or lost. Each parcel receives a tracking number and you can file a claim through the United States Postal Service at THIS LINK. 

Please ensure you have provided us with the correct address.   Your address is copied exactly as provided onto your shipping label.  HotCherry is not responsible for misdirected packages as a result or incorrect information being input on the order page.  We cannot change or update an address once the item is in transit.