Customer Service Frequently Asked Questions

To assist you better, we’ve compiled responses to frequently asked questions about our customer service. If your query isn’t addressed here, please contact us directly clicking link.

FAQs

What are the shipping methods and times?

Please refer to the following shipping methods for your order and select the appropriate shipping method to ensure that your order is delivered on the expected date.

Shipping Method Timeline
Standard Shipping 7-15 Business Days
Fast Shipping 5-7 Business Days

Orders placed before 12:00 noon EST will be shipped the same day. Most orders placed after 12:00 noon EST will be shipped the next business day. Please note that weekends and holidays are not considered business days by EXSHA or our shipping partners.

Delivery times depend on your location. You can find out the delivery date by going to the checkout and continuing to view the shipping method. Orders placed before 12 noon EST can be shipped the same day. Please note that EXSHA or our shipping partners do not consider weekends and holidays to be business days. Please refer to the promised delivery date for an accurate delivery date. Please refer to our promised delivery date during checkout. Currently, EXSHA continues to ship packages ordered before 12 noon EST.

Concealed shipping is important to many of us. The shipping label will only show Customer Service. Below is a sample of an order ready for shipping. Some orders may be packaged in bubble wrap.

Free standard shipping is available on orders over $59 (before tax and after coupon code), otherwise shipping is $7.99. If you would like to receive your order sooner than the standard promised delivery date, we will offer you a choice of alternative promised delivery dates. The cost of faster delivery will be determined based on the delivery date you choose.
For items shipped to remote areas, additional charges may apply. Please refer to the shipping estimate at checkout for the final price.

We partner with trusted US carriers to ensure you receive the highest service possible.

Should you find a better price on anything you have purchased from EXSHA within 15 days of placing an order, please email [email protected] with the website where you found the better price (must be an authorized retailer).
 
We will MATCH the price and refund you the difference.
Because of the intimate nature of the items we sell, we are unable to return or exchange purchased toys and products unless defective. This is for the health, safety and peace of mind of our customers. Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable. Once these items leave our warehouse, they are considered used, and therefore cannot be returned.
 
This includes, but is not limited to:
  • Vibrators / Dildos
  • Rose Vibrators
  • Prostate Massager
  • Penis Ring
  • Vibrating Cock Ring
  • Rabbit Vibrators
  • Vibrating Panties
  • Clit Sucker Vibrator
  • Penis Sleeve
  • Penis Pump
  • Anal Toys, Beads And Plugs
  • Cock Rings And Cock Sleeves
  • Gags And Ropes
  • Lingerie And Men’s Wear
  • Lubes, massage oils, condoms, and body paints are also not returnable.
 
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please contact us to let us know of the issue. We will then issue a Return Merchandise Authorization number (RMA) via email which will provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number, found in the top right hand corner of your invoice OR your web confirmation number along with your name and the nature of the defect. Once the defective item is received back into our warehouse (the customer will be responsible for the cost of shipping the item back to us), we will promptly ship a new replacement to you free of charge once the return is received and processed. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
Unfortunately we are unable to cancel your order once it has been processed. If you no longer wish to receive the order we suggest you mark the package Return to Sender and refuse the order at the time of delivery. You can also bring the unopened package back to the carrier and advise them you are refusing the delivery.
 
All orders are considered used once the shipping box is opened and will not be accepted back by our warehouse. Please make sure the shipping box remains sealed.

I have a EXSHA Coupon Code where do I enter the coupon code?

Once you Proceed to Checkout, your coupon code can be entered on the checkout page. The code can be entered in the coupon code field on the checkout page. Once the code is entered you will see the discount for the EXSHA coupon code automatically applied to the total. Limit one coupon code per order.

Qualifying orders over the free gift threshold may be entitled to a free gift with purchase. This offer can be changed without notice. If the order goes below the minimum requirements for the free gift a message will appear at checkout to advise you the item has been removed from the order.

PinkCherry offers you the best price for sex toys on the Internet. Our 110% guarantee gives you back 110% of the difference if you find a lower price. For example, if the price difference was $10.00, you will receive the $10.00 off the price of the item plus another $1.00. Please note that the 110% guarantee only applies to in-stock items of the same model number from an authorized US retailer. If you find a lower price please contact us (Mon-Fri 9am-4:30pm EST).

Black Friday Price Now highlights the best of our blowout deals as we gear up for Black Friday sales. It is not a guarantee that the price will not change.

How can I contact you?

You can reach us by chat or email Monday to Sunday 9:00 AM to 6:00 PM EST (excluding holidays). Also feel free to contact us through our website.

You can reset your password by clicking on the Account Icon at the top of the home page. Type in the email used to register your account and then click on reset password. The new password will be emailed to you.

You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter. Scroll to the bottom of the next page and click unsubscribe again. You will receive a message indicating you have unsubscribed successfully.

How can I place an order?

Once you’ve found the product you want to purchase, click the Add to Cart button. Once you are done choosing the items, click the Proceed to Checkout button to fill in the information required.
Choose your desired shipping and payment option. Once the order has been placed, a web confirmation number will be provided to you at the top of the page. You will then automatically receive a confirmation via email.

We offer all major payment methods like Visa, Mastercard, American Express, Discover, along with Express Checkout options; PayPal.

No. EXSHA is an online only e-commerce retailer. All items are shipped directly from our warehouse to customers. We are not open to the public.

Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.

We cannot add orders to an account. You must be logged into your account while placing an order for information to be reflected on your account.

No. All orders must be placed online through our website. We cannot process an order over the phone.

2257 Record Keeping Requirements Compliance
18 U.S.C. 2257 Compliance. In compliance with the Federal Labeling and Record-Keeping Law (also known as 18 U.S.C. 2257), all models located within our domain were 18 years of age or older during the time of photography. All content and images are in full compliance with the requirements of 18 U.S.C. 2257 and associated regulations. EXSHA , Inc. does not produce any content and makes no representation about any content on our site www.tbmbm.com. All pictures of models on product covers or on video products offered on this site have been created / produced by other companies, manufacturers, or studios.
 
 
EXSHA. Inc. does not have in our possession any of the original 2257 disclaimers for any of the models. All of the companies, manufacturers, or studios that have created content that we sell or advertise have represented to EXSHA, Inc that all models appearing on their product covers or instructional videos are over 18 and that they, companies, manufacturers, or studios, maintain all appropriate 2257 disclaimers or the equivalent.
 
All charges are in US dollars.
 
This website is to only be viewed and used by an adult audience. All models are 18 years of age or older. If you are under 18 years old (21 years old in some states) you are to leave immediately. No exceptions.
 
 
18 U.S.C Section 2257 Compliance Notice