Help

Contact Customer Service

Customer Service representatives are also available by phone and live chat from

Monday-Friday:
6:00 am - 11:00 pm (Pacific Time),

Saturdays & Sundays:
9:00 am - 11:00 pm (Pacific Time).

Customer Service can be reached at:

You can send an email to Customer Service 24 hours a day, 7 days a week. Customer Service will respond to your email within 24 hours.

Privacy and Security

Privacy

We are committed to protecting your privacy. We NEVER share our customers' personal information with anyone. Read our Privacy Policy

Security

We use Secure Sockets Layer (SSL) software to protect the security of online transactions. SSL is the industry standard for providing the most reliable protection of consumer information. All of your personal information is encrypted (and therefore unreadable) by SSL as it travels over the Internet, including your credit card number, name and address.

Ordering

Online Orders

In order to place your first order online, simply add the items you wish to order to your shopping cart. When you are finished, click the checkout button and proceed to complete the order. You can also create an account in order to save your card information and shipping address for a faster check out experience in the future.

Phone Orders

You may place an order over the phone from 6:00 am - 11:00 pm Pacific Time Monday through Friday, and from 9:00 am - 11:00 pm Saturdays and Sundays. A customer service representative will assist you in placing your order.

To place an order by phone, dial:

Please be prepared to order when you call; although our Customer Service representatives are happy to answer any question you have about our products, we are unable to advise you exactly which items you should order.

Mail Your Order

We want you to get your order as quickly as possible, and therefore we strongly encourage all of our customers to place orders online or via telephone. If you have a circumstance that prevents you from doing this, and you can mail your order to us, please contact Customer Service for instructions on ordering by mail.

Mail To

Innov8 Solutions, Inc.
℅ Customer Service
1390 Market Street, Ste 200
OFC#2056
San Francisco Ca 94102

Shop Doc Johnson - Adult pleasure products Online Store reserves the right to refuse service to any person.

eGift Cards

Are e-gift cards refundable?

Once the eGift Card has been e-mailed, it is non-refundable.

What do I do if I sent it to the wrong email address?

If the intended recipient does not receive their eGift Card or accidentally deletes it, you have the option to resend it from your account page. If the email for the recipient was incorrect and the eGift Card has been claimed, there is nothing we can do. Make sure your recipient email address is correct as eGift Cards are like cash.

Are there any restrictions on purchasing cards?

The eGift Card value cannot be more than $500
There are no fees and no expiration date on the eGift Cards.

Can I buy an eGift Card for myself?

Yes. Enter your email address in the in the "Recipient Email" filed. Complete the transaction normally. When you receive your eGift Card email, follow the instructions in the email to retrieve and redeem your eGift Card.

How is my order delivered?

Your recipient will receive an email that contains gift card information. You will also receive an order confirmation email.

What delivery options do you offer?

eGift Cards are delivered via e-mail.

What methods of payment do you accept?

We accept all normal forms of payment for eGift Cards.

Lost or Stolen Gift Cards

If you suspect that someone has copied or stolen your eGift Card, contact Customer Support immediately. eGift Cards will not be replaced if lost or stolen without the purchaser's confirmation email as proof of purchase. eGift Cards have cash value and should be safeguarded accordingly. Once an eGift Cards is claimed it cannot be returned.

Limitations

You may NOT use an eGift Card to purchase other eGift Cards. eGift Cards cannot be reloaded, resold, transferred for value, or redeemed for cash, except to the extent required by law. Void if reloaded, resold, transferred for value, or redeemed for cash. Unused eGift Cards may not be transferred.

Reasons for Failed Delivery

If you have confirmed the recipient's email address but the eGift Card has not been viewed within a reasonable period after the requested delivery date, following is a list of the most common reasons why delivery may have failed:

• Spam filter blocked email or routed it to a bulk/spam folder
• Recipient's firewall blocked the email
• Email inbox is over size limit
• Invalid email address

If you need further assistance, contact Customer Support. Please refer to your order number

Order Status

You can check the status of your order on our website 24 hours a day. Check Order Status

Pending Delivery: Your item is in the warehouse and is assigned to your order. We expect it to ship shortly. Depending upon the shipping method selected, for domestic orders please allow up to 7 business days for your package to arrive. For international orders, please allow 2 to 4 weeks.

Order shipped: Your order has shipped. For more information on our shipping methods and the method you have chosen, click here.

Returns

Defective Products

If you have received a defective item, please contact our Customer Service department and they can help expedite your submission and process of replacement through the manufacturer warranty. You can also go directly to the manufacturer and submit your request for a replacement.

Incorrect Item Shipped

If there is a mistake in the item shipped to you, please let us know so we can replace it for you. Before sending any item back to Shop Doc Johnson - Adult pleasure products Online Store within 60 days of purchase to start the exchange process, please obtain a return authorization number (RA#).

Incorrect Product Ordered

To protect the health of our employees and customers, we cannot exchange toys or intimate apparel (such as lingerie, thongs, massagers, etc.) It is the responsibility of the customer to ensure that they are ordering the correct product.

Change of Mind

All sales are final. Items purchased, once the shipping box has been opened, may not be returned or exchanged.

Store Credit

All store credit expires after 1 year of no purchase activity.

Canceling an Order

Once an order has been processed, we are unable to make any additions, changes or quantity adjustments to it, or stop it from shipping.

If you changed your mind before the order is delivered, and no longer wish to receive the product, you can mark the UNOPENED box with “Return to sender” and send it back to us. Once we receive the order back, we will credit you for the cost of the product minus a 20% restocking fee. You will not receive credit for the shipping fee.

If you have any additional concerns about an order, please contact our customer service for help. Customer Service representatives are also available by phone from 6:00 am - 11:00 pm Pacific Time Monday through Friday, and from 9:00 am - 11:00 pm Saturdays and Sundays.

Customer Service can be reached at

You can send an email to Customer Service 24 hours a day, 7 days a week. Customer Service will respond to your email within 24 hours.

Email List

Our Email List

Email subscribers receive exclusive special offers, savings, promotions and news. We NEVER share, sell or rent our mailing lists - Read our Privacy Policy.

How Do We Ensure Your Selections?

For your own protection we will send you an email to confirm that you wish to subscribe to the selected mailing list. You will then need to confirm your choice. We require this "double opt-in" to ensure that you are getting the email that you want to the correct email address.

Unsubscribing from Email Lists

You can unsubscribe by clicking on the unsubscribe link located at the top and bottom of each promotional email.

You will receive a final email confirming that your address has been removed from our lists. Please allow up to 48 hours for this to take effect. You may receive one or two promotional emails between the time you request to be removed from a list and the time that we are able to physically remove you from our database. We thank you for your patience.

To ensure that you are getting order confirmation emails, customer service replies and the emails that you subscribe to, be sure to add us to your address book. Some internet providers have spam filters which will inadvertently block email unless the sender is in your address book. To ensure that our special offers and information get to you, please add: cs@shopdocjohnson.com to your address book.

Coupons

How to Redeem Coupons

Unless otherwise specified, email coupons are automatically applied to your order when you click through on the email and shop. You must meet the criteria outlined in the email (i.e. minimum order requirement) or the coupon will not be applied.

Printed coupons have a coupon code associated with them. You may need to enter the code on your order form or mention it when you place an order by phone.

Always read the instructions that accompany your coupon for the most accurate and up-to-date information before redeeming.

Coupon Restrictions

Most coupon offers will have an expiration date, and many may not be combined with other special offers. Some coupons may have criteria associated with the offer, such as a minimum purchase required. Always read the details included with your coupon to be as informed as possible about any restrictions.

My Account

How to Change Your Account Information

You can change your account information at any time. Log on with your user name and password and click the My Account link located at the top of every page. Each section displayed on your account page has an edit link that allows you to change the information contained within that section. Customers may change the following information: Username, Email, Password, Billing & Shipping Addresses, Currency and Player Preference. To change other information, you will need to contact customer service.

Shopping Cart

Adding Items to Your Cart

To add an item to your shopping cart, click the Add to Cart link found on each product page.

Adjusting Quantity

To adjust the quantity of any item in your cart, type the number you want to order in the Quantity box, then click the Update button.

Removing Items from Your Cart

To remove an item from your shopping cart, check the Remove box, then click the Update button.

Ratings

You are welcome to rate any item in our store that you feel strongly about, even if it's not an item you purchased from us. Look for the "Review" section on the item's product pages.

Writing Product Reviews

Reviewer guidelines

The most important guideline is: Write about what you liked (or didn't like) and why. Other users care about your opinion. It is best to focus most of your comments on the product you're reviewing, you can also selectively compare it to related items. Finally, even though you're reviewing adult material, please do not use offensive language.

Review posting

All reviews are evaluated by editorial staff. We reserve the right to publish submitted reviews in full, in part or not at all. Once approved, reviews will be displayed on the product description page for the product that you reviewed.

Verified Buyer Reviews

We like to hear from customers who have had experience purchasing and using the product that they are reviewing. Our review system offers to collect your email when reviewing directly from the product description only to verify your purchase. All reviews collected from our email prompts are considered verified buyer reviews.

Review usage terms

We reserve the right to edit reviews for appropriateness and accuracy. The posting of reviews on our site is done without any promise of present or future acknowledgement or compensation. All posted reviews become our nonexclusive property, with limited republishing rights retained by the author. By submitting a review, you are granting us a license to use, reproduce, revise or display such postings.

Dispute Resolution

By using this web site, viewing its contents or ordering from us, you agree to resolve any disputes with us by first contacting us via email. If you are not able to obtain resolution of your dispute via email, you agree that it will then be resolved by dispute resolution located in San Francisco, California, U.S.A.

Copyright Inquiries

Please note that we have a Registered Agent to send proper notices to. Information is available at the U.S. Copyright website:

https://dmca.copyright.gov/osp/

Then follow the procedure and send the notice to our agent:

The DMCA requires that all notices of alleged copyright infringement be in writing. For Shop Doc Johnson - Adult pleasure products Online Store to act on your notice, you must be authorized to enforce the copyrights that you allege have been infringed. When informing Shop Doc Johnson - Adult pleasure products Online Store of an alleged copyright infringement, you should:

I. Identify the copyrighted work that allegedly has been infringed. If multiple copyrighted works on a single Shop Doc Johnson - Adult pleasure products Online Store Service are involved, please provide a representative list of such works.

II. Describe the material that is claimed to be infringing and provide sufficient information to permit Shop Doc Johnson - Adult pleasure products Online Store to locate that material.

III. Provide your contact information, including an address, telephone number, and, if available, an e-mail address.

IV. Certify or include a statement that you have a good-faith belief that the use of the copyright-protected material in the manner complained of is not authorized by the copyright owner, the owner’s agent, or law.

V. Certify that the information that you have provided Shop Doc Johnson - Adult pleasure products Online Store is accurate. You should attest under penalty of perjury that you are authorized to enforce the copyrights that you allege have been infringed.

VI. Include your physical or electronic signature.

Shop Doc Johnson - Adult pleasure products Online Store may not be able to act on your complaint promptly or at all if you do not provide this information.

Sales Tax and VAT

For all orders, a sales tax or VAT will be charged when applicable based on the location that the order is shipped to. click here.

Store Credit

Any store credit will be automatically applied to your order during checkout. We will only request your credit card information if there is a remaining amount. Please note that all store credit expires after one year of inactivity.

Accessibility

We aim to make our website accessible and usable for all our customers, including those with disabilities. Our goal is to permit our customers to successfully gather information and transact business through our website.

We are taking a variety of steps and devoting resources to further enhance the accessibility of our website through continued monitoring and testing. We strive to meet the recommendations of the World Wide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.1.

If you have difficulty using or accessing any element of this website or if you have any feedback, please feel free to contact us. We will work with you to make all reasonable efforts to correct the issue and assist with immediate needs.

Terms of Use

• Must be 18 years of age or older.
• I understand that the products I am purchasing / viewing may be sexually explicit.
• It is legal for me to possess / view sexually explicit material where I live.
• I believe that the products I am purchasing / viewing now, or may order / view in the future, are within the community standards of the area where I live.
• I will not allow minors to have access / view the products and materials I purchase.