Help Center

  • Where's my order?
    • As soon as your order has been shipped, you will receive an email including the tracking information. And the estimated delivery date depends on the country and shipping method you choose. Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking here.
  • Why is there no tracking update?
    • If there is no tracking info few days after your order is shipped out, the reason is that it may takes 1-3 days for the tracking info to be updated while the shipping company is arranging the shipping space.
  • If there is no updated tracking info during transportation for less than 5 days but still within estimated delivery date, please don't worry, tracking info has only been updated when it arrives at some important ports or destinations.
  • If there is no updated tracking info for more than 5 days, please feel free to contact us.
  • Why is my order taking so long to ship?
    • Normally for in-stock products, it will take 1-3 days to process the order after the order is placed.
  • If your order contains any pre-order item(s), we will wait until all of your items become available before we ship out the order. This is a way for us to ensure we are making less of a carbon footprint and allowing us to get all of the items to you at once. We understand the current experience isn't ideal and are actively working on a long-term solution to improve our AI forecasting model so you won’t even feel the lag!
  • Keeping this in mind, please double check the estimated shipping dates under each item that you’ve ordered. You can find this information in the Shipping Dates section on each item's page. This will let you know when your item is estimated to ship from our warehouse.
  • Why didn't I get an shippment notification email?
    • Normally, an email with tracking number will be sent to your account email address once the order is shipped out.
  • If you did not receive the email, you can check the following situations:
  • 1. Please check whether the email address you used to placed the order is different.
  • 2. Please check your junk emails to see whether the mail is shielded.
  • 3. Please check your order status in your account to see whether it is shipped.
  • Where do you ship to?
    • We ship from China to global. If you would like to know the shipping timeliness, please visit our Shipping & Delivery page for more information.
  • How to cancel my order?
    • Please note that orders can only be cancelled before they left our warehouse. You can also cancel it by yourself in the order list. If you encounter any difficulties in the process, please contact us ASAP. Email uswith your order number and reason.
  • Can I make changes to my order?
    • Vibrators are products that are in intimate contact with the body. Based on the principle of being responsible to all customers, we do not provide exchange services.
  • If you wish to cancel your order, please do it through your account. Once your order has left the warehouse, we are unable to make any changes and you could wait until it is delivered. Once your order is delivered, you can request a return for refund within 14 days if the order is not paid by store credit. Please check more details of the return policy via here.
  • I received a defective item, what do I do?
    • Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures.
  • I received an incorrect item, what do I do?
    • Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures.
  • Missing items from my order?
    • There might be two situations for missing items, please contact us according to the following description：
  • （1）Your order is overweight due to too many items or contains pre-order products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are instock. Therefore, the missing items may be in the coming packages. If you have any questions about your package tracking information, please feel free to contact us.
  • （2）Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and the outer package you received
  • What should I do if there's something wrong with my order?
    • Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures if there is any damage.
  • Can I exchange instead of a refund?
    • Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package. For more infos about return, please check here.
  • How can I return item(s)?
    • Return not applicable for non-quality issues
  • Returns can be made within 90 days from the date you've received all your items due to product quality problems. And regarding the return shipping fees, it depends on the shipping country in your previous order. Please check as followed:
    • International: Unfortunately, we currently do not cover shipping costs to return (working on offering more friendly return policies to international customers tho!).
  • How to return an item?
  • If your order was placed from computer site, please refer to the following returning procedure:
  • 2.Enter your order number and email/phone.
  • 3.Select the item(s) you would like to return and the reason for return.
  • 4.We'll be in touch with instructions for return after we receive your information.
  • 5.Please note that you can only submit ONE request for each order.
  • If you have logged in and made your purchase on App, please go to My Order -> Order Details page and click on Return/Refund.
  • If you have purchased as a guest, please go to Order Confirmation email or Shipment email -> click "View Order" -> click on Return/Refund.
  • PS: The options can not be changed once it is approved. So please kindly check it carefully before you make a decision.
  • How long do I have to return?
    • Please return the item as the instruction within 7 days after you receive the shipping label or returning addess.
  • When will I receive my refund?
    • After your return has been processed and returned to our facilities, please expect up to 7 days for the refund to hit your bank account. Like always, we stand on the side of overcommunicating when it comes to important things so we will send you an email once your return package has been received and your refund is on the way to your bank account. If you haven't received an email from us within 28 days, please contact us.
  • Do you refund the delivery charge for return item?
    • We are sorry that the returning shipping fees will be covered by the customer if the items are returned for non-quality problems. And the shipping fees depends on the local shipping company the customer choose to use. For more infos, please check here.
  • Why I still haven't receive the refund when the return shows delivered?
    • Normally when the return package was delivered, it may take 1-3 days for us to collect the package and opened for confirmation. And the refund will be issued once the items are confirmed in good condition and completed. Normally it takes 7 days for the refund to hit your account.
  • Why my payment has been declined?
    • It might be the below reasons:
  • 1. Card info are incorrect. Please kindly check expiration date, billing address, and security code (Security code on the back of your Visa/Master card).
  • 2. Card issuer bank declined your payment.
  • 3. No enough balance on the card.
  • 4. Shipping address and Billing address are inconsistent.
  • If possible, we advise you to try paying with other supported payment methods.
  • Are Customs and Duties Fees included in the price of my order?
  • They are not. Unfortunately, we do not have a say on customs and duties fees. All Customs and Duties Fees are the responsibility of the customer to be paid upon receipt of package. The amount varies from country to country and depending on item(s) ordered.
  • And if the order was refused to accept due to custom fees, the package might be destoryed and can not be delivered again. In this case, the refund will not be refunded. So we suggest that customer could check the local custom policy first before placing the order.
  • What types of payments do you accept?
    • We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club, Shop Pay, PayPal, Apple Pay, and Google pay.
  • For credit cards, please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.
  • Why I was charged twice?
    • Please don't worry. You can check first if you have place two orders. If not, please make a screenshot of the payment history and contact us.
  • Where can I can get the discount?
  • Normally you will receive a 10% off coupon for your first order if you are new to our website. And we are having many theme activities or promotions which can be found on the our web page. Please stay tuned.
  • How do I know the item is instock?
    • There are three inventory statuses of our products displayed on our webpage, namely in stock, out of stockand pre-order.
  • In stock means the item is ready and normally it takes 1-3 days for the order to ship out.
  • Ouf of stock means the item is unavailable currently and not sure the estimated restocking time.
  • Pre-order means the item is unavailable currently and it will begin to produce and estimated to get ready on the expected date.
  • Please check the inventory status through the product page of our website:
  • Why pre-order model?
    • What differentiates us from other fast fashion brands is our effort to achieve sustainability indicated by our zero inventory mission and pre-order system. To be honest, we're not 100% zero waste (though that's a future we'd like to work towards) currently but we definitely have sustainability in mind as we make our products. By normalizing pre-order models we can help the fashion industry stay trendy while not killing the planet. Better yet, our pre-order model relies on you! We involve you in deciding what to produce — and how much of it — but this also means we only keep a small number of every style in stock, to ensure we don’t have pieces that go to waste. We do care about the environment and are doing everything possible to make this planet a better place.
  • How can I get notification for out of stock items?
    • Our orders typically will be shipped out within 3 days if the item is in stock. Once it is shipped out, we will send you a shipping confirmation email. If your order contains pre-order products, we will notify you of the estimated delivery time by email.
  • Where is the product manufactured?
    • Our product is manufactured in Shenzhen, China. (Ya. We know. China?! There are great factories with top notch craftspeople that do amazing work in China, too.)
  • We set very strict standards such as sizing standardization and quality inspection and our quality team visits the factories every two weeks.
  • Of course! We also welcome the voice of our customers! If you have any suggestions for our production, please feel free to contact us.
  • How can I register an account?
    • You can register an account on the login page by clicking "New customer? Create your account". If you need more help, please do not hesitate to submit a request to contact us.
  • What should I do if I want my account deleted?
    • Please kindly note that all records and contents of the account will disappear if it is deleted. If you decide to delete the account, please submit a request.
  • How do I reset password?
    • If you forget your password, you can reset your password on the login page/APP by clicking "Lost password? Recover password" or "Forgot your password? Retrieve".
  • If you need more help, please do not hesitate to contact us.
  • Wanna collab with us?
    • Please send us an email at aldrich_shang@pinkpunch.cn to share your interest! We’d love to hear from you!
  • Where is PinkPunch based?
    • We're based in China and PinkPunch is a global company with teams all over the world in places such as Japan, HK, Chinese Mainland and USA.