FAQ
Got questions? We’ve got answers. Here’s everything you need to know about shopping with Velvet Warehouse—from discreet delivery to returns, tracking, payments, and more.
1. What is Velvet Warehouse?
Velvet Warehouse is an online adult wellness boutique offering a broad selection of sex toys, intimate accessories, lubricants, lingerie, couples products, and other products for sensory exploration.
Our goal is simple: make exploring pleasure easy and approachable with competitive pricing, discreet shipping, responsive customer service, and options for a wide range of interests, experience levels, and budgets.
2. How do I place an order?
Browse our online store, choose the products you'd like, and add them to your cart. When you're ready, proceed to checkout, enter your shipping information, and select your preferred payment and shipping methods.
Once your purchase is complete, you'll receive an order confirmation email with your order details.
3. What payment methods do you accept?
We accept major credit cards, including Visa, Mastercard, and American Express, along with supported digital payment options such as PayPal, Shop Pay, and Apple Pay.
For added discretion, charges appear on your statement as V Warehouse.
4. Do you offer international shipping?
Yes. We offer international shipping for a $35 flat rate.
International customers are responsible for any import duties, customs taxes, or carrier fees assessed by their local government or delivery service. These charges are not included in our $35 shipping rate.
Please also keep in mind that international shipments require legally accurate customs declarations. While the exterior packaging remains discreet, customs documentation on the package may contain a general description of its contents or applicable product classification.
International orders may take up to 18 business days for delivery depending on destination and customs processing.
5. How much does shipping cost?
For domestic U.S. orders:
Orders of $50 or more: FREE Standard Discreet Shipping
Orders under $50: $9.99 Standard Discreet Shipping
Expedited Discreet Shipping: $19.99
International Shipping: $35 flat rate
Free-shipping eligibility is based on your initial checkout subtotal after discounts and coupon codes, before taxes, and before any post-purchase promotional add-ons.
Standard domestic delivery generally takes 3–7 business days after processing. Orders may require 0–3 business days for processing before shipment.
For complete details, please review our Shipping Policy.
6. What is your return and refund policy?
Because many of our products are intimate or intended to come into contact with the body, our return policy is necessarily stricter than that of a typical retailer.
Eligible returns are accepted within 30 days of purchase when:
- We sent you the incorrect item, or
- The product arrived with a manufacturer defect affecting its performance.
If an item arrives defective, do not attempt to use it. Using a product after discovering a defect voids its return and warranty eligibility.
Intimate products, lubricants, massage oils, condoms, body paints, food, candy, and other perishable products are otherwise non-returnable for health and hygiene reasons.
Approved defective or incorrect-item returns receive a return shipping label from us. Once the item is returned and inspected, an eligible refund is issued to the original payment method.
Accidental purchases and buyer's-remorse returns are not guaranteed. If we approve an exception, the refund is issued as store credit less a 15% restocking fee.
All international sales are final.
Please review our complete Refund & Return Policy before purchasing.
7. How can I track my order?
Once your order ships, you'll receive a shipping confirmation email containing your tracking information.
Use the tracking link or number in that email to follow your package as it makes its way to you.
8. Can I change or cancel my order after it has been placed?
Contact us as soon as possible if you need to change or cancel an order.
Because orders move into fulfillment quickly, we cannot guarantee that an order can be changed or canceled once processing has begun. Additional charges may apply depending on the requested change and the order's fulfillment status.
Call or text us at (818) 856-2141 for assistance.
9. How can I contact Velvet Warehouse customer service?
We're here to help.
You can contact the Velvet Warehouse team through our website's online chat, email us at thecrew@velvetwarehouse.com, or call or text us at (818) 856-2141.
10. Does Velvet Warehouse have a physical store?
No. Velvet Warehouse operates exclusively online.
Operating online allows us to offer a broad selection of products without the limitations of a traditional retail storefront and ship orders directly to our customers.
11. Is my Velvet Warehouse package discreet?
Yes. Domestic orders are shipped in plain, unmarked exterior packaging.
The return address on the package will generally appear as “Shipping Dept” or “E-Warehouse” rather than prominently displaying Velvet Warehouse.
International packages also use discreet exterior packaging. However, international shipping laws require accurate customs documentation. The shipping label or customs declaration may therefore contain a general description of the contents, such as “Novelty Item,” “Silicone Massager,” or an applicable product classification or HS code.
We cannot legally omit or falsify customs information.
12. What is the Velvet Warehouse Best Price Guarantee?
We want you to feel confident about the price you paid.
If you find another qualifying online retailer offering the same product for less within 30 days of your purchase, let us know. If the purchase meets the requirements of our Best Price Guarantee, we'll refund the eligible price difference to your original payment method.
Please review the complete Best Price Guarantee for eligibility requirements and exclusions before purchasing.
Still curious?
We're happy to help. Reach out through online chat, email us at thecrew@velvetwarehouse.com, or call or text (818) 856-2141.
Explore boldly. Shop confidently. We'll keep the rest discreet.