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SheVibe really did begin as a labor of love…and something my husband and I
like to call "Porn and Sushi Night" - hey if we ever have the privilege of
meeting you, we'll buy you a drink and tell you all about it! Discovering the
joys of sex toys together also meant we discovered that there weren't a whole
lot of sites out there offering top quality merchandise at a decent price. With
both of us having a background in retail and small business ownership, we kinda'
looked at each other one day and said, "We can do this better." With that SheVibe was born.
We brought on board an amazing artist
- all of the artwork you
see is original, and an equally talented graphic artist and web designer. From that moment on, all
of us have been dedicated to bringing a premier shopping experience to our
customers. We strive to find the best selection of products and offer them at
the best possible price. We provide our customers with a safe and secure
shopping environment; your privacy is a must. We believe that you will find our
level of customer service second to none. We communicate with you every step of
the way and respond to your needs or concerns as quickly as possible. We know
that without you, we wouldn't be here. Welcome to SheVibe.com! We hope you take your
time to look around and don’t hesitate to
let us know if there is anything we
can help you with. |
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FAQ's |
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Question: How will the billing/charge information appear on my bank/PayPal statement?
Answer: The charge will appear simply as S-V Inc.
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Question: Why do you need my e-mail and phone number?
Answer: It is very important for you to provide the correct information for a couple of reasons. First and foremost let us reassure you that we do not share this information with anyone unless it is directly related to your order (such as providing contact info to UPS). A correct e-mail address is necessary for you to receive any updates and/or tracking information regarding your order. A correct phone number is necessary when UPS is having a problem delivering your package (they have no knowledge of its contents). Also, occasionally, we receive an order which requires additional information to be confirmed by the purchaser in order for it to ship. We generally choose to e-mail our customers realizing that you may not want to discuss your order over the phone, however, if we do need to call you it is only out of necessity. Rest assured that the conversation will be as discreet as possible with no direct reference made to the items in your order.
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Question: Do you offer free shipping?
Answer: There are select products which do
feature free shipping. These are items
which are subject to “mapping” or MSRP (Manufacturer Suggested Retail Price).
This means that the manufacturer insists on a certain price point or they will
not allow us to sell their product. Depending on the final pricing we are forced
to adhere to, these items are often shipped to the customer for free.
For the most part we do not offer free shipping and that is due to the fact that
our prices are already so low to begin with. We believe you'll find the best selection at the best prices here at SheVibe. The majority of items which do feature free shipping will ship via USPS Priority Mail. Additionally, if you order items which do not have free shipping with those that do, you will not be charged for the weight of the free shipping items.
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Question: Why can’t all items ship to a PO Box?
Answer: Certain products we feature are shipped directly from the manufacturer’s
warehouse. In these cases we must ship in the manner offered by the individual
warehouse. For instance, Ellie Shoes and Liberator only ship via UPS so a physical address is
necessary to fill these orders. < back to FAQ's
Question: I ordered my item UPS why did it ship FedEx or USPS?
Answer: At times and depending on which warehouse your items are originating from, we
may choose a method which will get your product to you more quickly.
Additionally some items ship directly from the manufacturer’s warehouse and will
ship in the manner used by that particular manufacturer. Liberator and Ellie Shoes will only ship via UPS.
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Question: I got an e-mail with my tracking information, why is it not tracking yet?
Answer: Usually tracking numbers will register at the end of the business day once
the carrier has picked up and scanned the package, but sometimes it can take up
to 24 hours for the package to register. USPS Priority Mail is notoriously slow
at updating their tracking information but pretty quick at delivering packages –
often you will receive your package even before it tracks online!
There’s always the slight chance that the wrong tracking number got plugged in –
if, after 24 hours, your package still does not track let us know and we’ll
gladly research the issue. < back to FAQ's
Question: I called your customer service center and left a message but no one called me back.
Answer: Occasionally due to high call volumes someone may not
be able to personally answer your call right away. If you leave a
message and your call is not returned it is because some part of your
message may have been unintelligible. In these days of cell phones, and
hands free gadgets, very often the call is just not clear enough to be
heard properly. Please rest assured that we are not ignoring you – we
want to hear from you! If a customer service rep does not get back to
you within a couple of hours, please call again or
contact us and we will address your concerns or
questions immediately.
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Question: I just placed an order for an item that looked like it was in stock, why am I
now being told it is out of stock?
Answer: While SheVibe houses the majority of the products we carry – our inventory is
not in “real time”. What that means is that products are not removed from
inventory as they are being ordered. This is because we have access to several
warehouses and vendors across the country and often if something is not in stock
in the SheVibe warehouse we are still able to source it elsewhere and fill your
order. If there is ever an instance when your order cannot be filled within our
48 hour commitment, we will notify you via e-mail and give you the option of
waiting for the item, replacing it with a similar item or cancelling your order.
On occasion, an item is just not available from any of our sources either
because of a production issue or a discontinuation. In these cases we will
notify you immediately and refund your order in full. < back to
FAQ's
Question: If my item is out of stock will it be backordered?
Answer: While we do our best to fill your order as expediently as possible there are
occasions when an item is just not available. If we can determine a reasonable
time frame for that product to become available we will put your order in a
backorder status with your permission. After 1 month, if the item remains
unavailable the order will be refunded in full. If you would like to be notified
once the item becomes available again, just let us know and we will contact you
via e-mail when the item is back in stock. < back to FAQ's
Question: I just took my toy out of the box and it looks kind of dusty and dirty
-
what’s up?
Answer: First let us reassure you that all of our products are brand new and
originate directly from the manufacturer. We do not accept returns on
non-damaged novelties so there is never the chance for you to get a “returned”
toy. Many of our products, especially the higher end items, are hand packed so
naturally a little dust and perhaps even a fingerprint may be on your toy! We
highly recommend that you thoroughly wash all novelty items before use. Usually
warm water and mild soap will do the trick although you need to be sure not
damage any mechanical parts by getting them wet. There will likely be cleaning
instructions with your toy; it is recommended that you follow these directions
carefully before and after each use. This will ensure your health and a long
life for your toy. < back to FAQ's
Question: Can I make changes to an order that shows “In Progress”
Answer: Generally speaking, no. Once an order’s status is placed
"In Progress" it is very difficult to make changes, however, we are more than happy to give it a
shot! Let us know what you need and we will do our best to make it happen. If we are unable to cancel your order and it ships, you may refuse shipment at time of delivery, however, your original shipping charges will not be refunded and any extra charges levied by UPS will be deducted from your refund.. If your order shipped
via USPS, you may ship the package back to us at your expense. Your
original shipping charges will not be refunded. This only applies
to unopened shipments returned immediately after delivery has taken
place. < back to FAQ's
Question: I just tried to place an order twice and it didn’t go through, why was my
card charged each time?
Answer: This is one of the most common questions we get. First let us explain that it
is very important that we protect our customers from fraud, so when a billing
address doesn’t match what your credit card company has on file or the CVV code
doesn’t match up, the order will not be finalized. Please be very careful when
entering this information. No monies are received by SheVibe until the credit
card information has been authorized and the order is in progress.
When you place an online order with any website, the first step in the
authorization process is funds verification. The payment gateway "authorizes"
that the amount you are attempting to charge is available from your account.
This puts up to a 7 day hold on the funds pending the funds being withdrawn from
your account to cover the charge you are authorizing. The next step is address
verification, a process that ensures you are who you claim to be in order to
prevent fraudulent charges from appearing on your credit/debit card. Each time
the funds for a purchase are verified they are put on hold (up to 7 days). The
payment system anticipates withdrawing those funds but if for some reason, the
system cannot verify your address or some other piece of information, the
transaction is instantly voided. No funds have been withdrawn from your account;
however it appears that your bank has put a hold on all transaction amounts for
the 7 day period (after which the funds would again be available to you).
This
process can affect your available balance for the 7 day period. We cannot lift
the hold on the funds, only your bank can do that. If you contact your bank and
they need a "release of funds authorization" we would be more than happy to
assist in a timely resolution of this problem. Please keep in mind, most banks
will not lift the hold as this is a part of the national banking structure. Your
first step would be to contact the bank or credit card company you are dealing
with. Ask them to release the holds as these transactions were not completed. If
they need authorization from SheVibe.com, they can contact us via email, via fax at 845.838.4711 or via phone at 888-SHEVIBE
As a side note regarding fraudulent activity, there are a few precautionary
steps we take to protect our customers when “red flag” orders are received. A
“red flag” order exceeds a certain amount and the billing and shipping address
do not match. A customer service rep may call you to confirm specific
information regarding your order. By the same token, expedited orders with
mismatching information will also be followed up by a customer service
representative. At SheVibe, privacy and safety are top priorities!
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