Shipping Policy
All orders are discreetly mailed in plain padded envelopes, plain boxes or USPS provided shipping materials. The shipping label is shown as “SHIPPING DEPARTMENT”.
Your credit card statement will read”JER International LLC”.
Delivery Options
Caliente Labs offers FREE Standard Shipping on ALL orders over $70, and FREE Priority Shipping on ALL orders over $150 for all US customers in all 50 US states and US Territories.
If your order is less than $70 we have Super Saver Shipping for $7.70.
Service Delivered Cost FREE if you spend ________________________________________________________________________________________________________________
Super Saver (4-6 Days) Shipping 4-6 Working Days $7.70 $70.00
Priority (2-4 Days) Shipping 2-4 Working Days $10.70 $150.00
Express Overnight Weekday (1-2 Days) Shipping* 1-2 Working Days $42.70
Orders must be received by 11:00 AM Eastern Standard Time for same day shipping. Orders received after the cut-off time will be
processed the next business day.
Orders with Standard Shipping will be shipped within 1 to 2 business days. Rush orders (including Priority, and Express shipping methods) will ship within 1 business day.
Express Overnight Weekday Shipping and Handling
Orders placed with Express Overnight Weekday Shipping delivery Monday through Friday (excluding holidays) before 11:00 AM ET / 8:00 AM PT will arrive within 1-2 business days, pending credit card authorization, verification and inventory availability. Due to our daily pick-up time with our mail providers, Express Overnight Weekday shipments can take 1 additional day. Some addresses do not qualify for Express shipping or may take longer than the typical 1-2 transit days (ex: Alaska, Puerto Rico, Hawaii).
When you check out, you will be able to choose which shipping option you would like. The checkout will explain the options. The checkout will always clearly explain which options are available to you.
Time in Transit times is estimated by the carriers and not guaranteed.
Weekends and US federal holidays are not considered business days.
Shipments are processed Monday – Friday.
If your order is more than 5 working days overdue, please Contact Us.
Multiple Shipments
Where a single order results in multiple shipments, the shipping and handling charge only applies to the first package shipped. There are no additional shipping and handling charges for subsequent shipments for the same order.
Tracking Your Order
After placing your order you will receive a shipment confirmation when your order has shipped and tracking information within 24 hours of shipment.
Undeliverable Orders
We use the exact shipping information that you provide. Orders returned to us as undeliverable can be re-delivered with the correct address and will result in an additional $10 handling fee (US addresses only).
Returns
Here at Caliente Labs, we value your business and understand that shopping online can make product selection more difficult. This is why we provide a vast pool of information on each product that we sell, from material name, color and texture to measurements and vibration intensity for vibrators. We care for our customers, so we encourage you to use this information when you make a purchase and select your purchases carefully. Everything we ship from our warehouse is brand new, just as we received it from the manufacturer.
Caliente Labs Guarantee – Free Returns and 6-Month Product Guarantee for items of $100.00 and under.
You can return any unopened, unused or unworn product with its packaging or tags intact to us within 6 months of receiving it for a full refund or exchange. If anything goes wrong with your product, we’ll replace it for up to six months after purchase.
Caliente Labs Sex Toy Promise – If you’re not completely happy with a sex toy you have bought from Caliente Labs, communicate with us within 30 days* of receiving it and we’ll replace it with one that we think will work for you.
Caliente Labs Sex Toy Promise Terms and Conditions
The Caliente Labs Promise applies to all sex toys & lubricants.
To make a claim under the Caliente Labs Sex Toy Promise you must:
- Contact Us and let us know in the title that you are returning a product based on “Caliente Labs Sex Toy Promise Claim” as the reason for the return.
- Return the unwanted product within 30 days* of receiving it.
If you choose a lower priced item as a replacement, we are unable to refund the difference. We cannot send you a higher priced item with a payment for the difference.
We can only replace your sex toy with another sex toy.
The number of replacement products you may receive under the Caliente Labs Sex Toy Promise is limited entirely at Caliente Labs discretion.
If you return a used product more than 30 days after purchase and it is not faulty, we will throw it away. You will not be entitled to a refund or replacement.
Manufacturer Defects
- Defective units must be reported within 30 days of receiving the order.
- In the event that you receive a defective item out of the box or the product was definitely not as advertised, please email jaime@calientelabs.com and include your order # and defect description.
- Once we establish a defective/misrepresented product (often through a digital photo), we will either offer you a Caliente Labs Gift Card for the full value of your item to be used towards any future purchase on CalienteLabs.com or offer you a replacement of the item you purchased. We will send you an email with a prepaid shipping label and return instructions. When the defective item is received we will send a replacement at no charge or shipping cost.
- We typically request that the item be returned unless there is further communication from our returns department. It is at the discretion of Caliente Labs to request proof via digital photo of the damaged or defective item or that the item be returned.
*The manufacturer’s warranty may offer a more extensive product warranty and are included with many products. We advise that you register your product with your manufacturer and always check their policies as well.
Canceling an Order
If you wish to cancel an order, please contact Contact Us as soon as possible during normal business hours. We can’t guarantee we will be able to cancel the order as it may have already been ship confirmed and heading to your shipping destination. We will try our best to accommodate you but once you click on “submit order” during checkout, our processing and shipping times are fast.
If you’re on this page, we assume that something has probably gone wrong with something that you ordered from us. We’ll do the best that we can to set things right! Please don’t hesitate to Contact Us.
We appreciate your business, and thank you for shopping with Caliente Labs!