Shipping and Returns
What is your lead time on Made to Order products?
Nearly all of the toys ThemFriends sells are made to order, which means that we need some time to pour and pack your toy after we receive your order. Generally we do not promise anything shorter than one calendar week (seven full days, regardless of weekends) between the time we receive your order and the time we drop it off at the post office. Check the banner at the very top of our website for updates on lead times. During the holidays we will do our best to keep you informed of the "buy before" date to have your order delivered by Christmas.
What shipping options do you offer?
All domestic purchases, whether shipping was free or not, ship via USPS Priority Mail. They should arrive within 1-3 days after you get the notification that your item has shipped. International purchases ship via USPS First Class International.
Will you ship internationally?
Yes, we do ship internationally via USPS First Class International, which offers an affordable price. Unfortunately we cannot offer free shipping to our international customers. Please be aware that some countries ban the import of goods of sexual nature. We cannot be held liable for purchases confiscated by customs in other countries; however, we will list items as "silicone sculptures" on customs forms to increase the chances your item will make it to your door.
Please also know that you will be responsible for any customs fees or import taxes, and that we have no control over how long a shipment may be held up in customs.
Is your packaging discreet?
Yes, our packages generally go out in USPS priority mailers with no branding on the outside, so there's no way to tell what's inside. Additionally, all orders ship with an internal cardbord box, so you can't tell what's inside by feeling the package. The ship-from address will only show "TFT" on the label, and the same thing will show up on your credit card/bank statement. For international orders, the item will be listed as "silicone sculpture" on the customs form, and the outer packaging will be a white plastic over-wrap.
Can I cancel my order?
We generally aren't able to cancel orders once they're placed. When you make a purchase from ThemFriends, you're entering into an agreement with us to hand-create you a product. We take that seriously, and we hope you do too. Please be certain about your purchase before clicking Buy. That said, we all make mistakes. If you realize you meant to order something else, reach out as soon as possible and we will do our best to work with you.
Can I return my toy if I don't like it?
To ensure we take the best care of all of our customers, we can't offer returns. That way, everyone is assured they are getting a fresh new toy that's never been inside anyone else's house or body. We also know that buying a high quality toy can be a financial risk for some people! We honor your trust in us in making that decision. If your new toy doesn't work for your body please contact us and we'll work with you to make it right. We also strongly encourage you to reach out before making a purchase if you are unsure of how to choose a toy or are wavering between several choices. We would love to help!
My purchase never made it to me!
We hate it when this happens, too! Please reach out to us if you think your package has gone missing. We'll help you double check that the right address was on the order and can help check delivery status if you've lost your tracking number. Often when USPS says your package was delivered to the correct address but you never got it, they have marked it as delivered before it actually was. We have seen them do this up to five days before actual delivery, so the solution is often to simply wait. In the rare case that the package does not arrive to a correctly-entered address after this period, we'll work out an individual solution with you.
Please do note that we cannot send replacement products if you entered an incorrect address when you ordered. If a package is returned to us due to an incorrect address, we will re-ship, but we must charge you for the second round of shipping in this case.
What about refunds?
We are all human, and sometimes ThemFriends makes mistakes. If you believe you have received the wrong toy, or if there appears to be a flaw in it (for toys not sold as "flops" or seconds), please reach out to us and send pictures. We do send quick refunds or free replacements for errors on our part. Please see the next section for what qualifies as a flaw.
We do not offer refunds for toys that are simply not to your taste. We do our best to accurately describe the functionality and dimensions of every toy in the listing. Please reach out to us before purchasing if you have any doubts about what might work for you. We love giving advice!
What do you consider a flaw?
Each ThemFriends toy is a one-of-a-kind, hand poured piece of art that comes from a handmade mold, and is then hand-trimmed. Because we aren't a large, industrial company, your toy will not look mass produced. Small cosmetic imperfections that don't impact the toy's usability or longevity may be present. These include:
- Tiny divots or bumps due to mold variations.
- Trim marks at the base of the toy.
- Variations in color swirls through the body and base of the toy.
- Colors that appear slightly to moderately different from the online pictures. Due to differences between screens, and the hand-mixed nature of each batch of pigment, color variations will always be present.
- A slightly off center core in dual density toys (100% perfect centering is impossible by hand but we strive to have it very close!)
- Slightly tacky texture to Soft and Extra Soft toys (this is normal for those silicones and will disappear with lubrication).
- Seams on toys stated and pictured to have seams on the listing.
Refunds will not be made for toys containing these features.
If you receive a toy that has a concerning feature not listed above, please take a picture and email it to us. We'll be happy to have a look.