Frequently Asked Questions
It’s okay to have questions about new products and how to use them or about the ordering process. We’ve compiled the questions we receive the most in one place for you. If you don’t see an answer to your question, contact us here or email us at firstname.lastname@example.org.
Orders and Shipment
Will my order be discreet?
Absolutely! The return address says DDBG Enterprises. No where on the package will it say “Kinkery” or “box of kinky shit” or “your order of weapons of ass destruction.” As kinksters, we know the importance of privacy.
When will my order ship?
We process orders daily Monday through Friday and Saturday mornings. Once your order has been processed, you’ll receive an email letting you know it’s been shipped. If you don’t see an email, check your spam folder.
A few times during the year, we’ll take time off (not quite a vacation because we don’t go anywhere but a few days to relax and unwind, lol). When we do, we’ll post a notice to the home page notifying customers of when their order will be processed.
What kind of shipping do you offer in the US?
We charge flat rate shipping prices based on the weight and size of the package your order will be sent in. Some orders, like paper-only orders, are sent in a rigid mailer while others, like canes, require a very special size box with a much higher shipping cost. We decided to move to flat rate to make shipping costs easier to understand for customers and easier to calculate for ourselves. We also offer free (standard) shipping for US orders $75 or more — use coupon code FREESHIP at checkout.
What is the difference between standard shipping and expedited shipping on US orders?
Standard shipping means it will be sent, where available, by first class or parcel select mail which means it will take (on average) 5-plus days to arrive at its destination. Tracking is available.
Expedited shipping guarantees it will be sent Priority Mail via USPS and should arrive in 2-3 business days. It also means we will do our best to process your order on the same day (or early the next day) to get it in the mail as quickly as possible.
Do you ship internationally?
Yes! If you try to make a purchase, and don’t see your country as an option, reach out to us at email@example.com so we can include it. All international shipping will be done via USPS.
Custom fees and other taxes specific to your country are the responsibility of you as the customer.
Will you ever offer flat rate shipping for international orders?
As of June 2021, we do! We’re slowly adding countries to our system. Currently, the UK, Canada, Germany, Australia, and New Zealand have flat rate shipping options available.
What happens if something breaks?
We do our best to wrap each item to prevent breakage during shipment. (You may feel overwhelmed by the amount of bubble wrap in your box.) But if something happens, contact us immediately at firstname.lastname@example.org with a picture of your broken product, and we’ll replace it immediately.
What is your refund policy?
Essentially, if a product arrives broken or damaged, we will replace it for you or issue you a refund. We do our best to include detailed and accurate depictions of each product in our shop, but as wood is a natural material, there may be irregularities. We do not offer refunds for irregularities, but we will offer to replace it for you. Click here to read our refund policy.
Is your shipping eco-friendly?
Whenever and wherever possible, we try to be as environmentally conscious as possible, although we also want to make sure your order arrives in one piece. When we use packing peanuts, we choose compostable options — these can typically be dissolved in water. When we use air packs, they’re either recycled from packages we’ve received or we purchase air packs made from recycled materials. The paper filler is recyclable, too. Our boxes are all cardboard, so we recommend re-using them or recycling them. In places where we use plastic, we’re constantly looking for affordable eco-friendly options, and as we can, we will make those substitutions.
We also try to match the product to the right size box so there’s less filler used, and it takes up less space during shipping. It doesn’t always work out as well as we’d like, but we make the effort whenever possible.
How do I clean my paddle?
Do not submerge your paddle in water to clean it. While we do seal them with polyurethane, it’s still made of wood and an imperfection in the finish can lead to water seeping in when submerged. You can wipe it down with a damp cloth. If body fluids or other substances get on your paddle, use soap and water or a sex toy cleaner, and remove cleaner residue with a damp cloth, then dry it off completely with a towel or cloth.
Are custom orders available?
When possible, we try to accommodate custom order requests. It all depends on the availability of the materials needed to make an item. If you’d like to discuss a custom order, contact John Brownstone at email@example.com.
Can I suggest a product?
Of course you can! We’re always working on new product ideas, but if there’s something specific you’d like to see (and we’re capable of making it), we’re certainly willing to consider it. For product suggestions, contact John Brownstone at firstname.lastname@example.org.