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.
Question: How will the billing/charge information appear on my bank statement?
Answer: The charge will appear simply as SV INC or SV INC ONLINE SALE 888.743.8423.
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Question: What will appear as the return address? Do you ship discreetly?
Answer: Your package will have no reference to its contents. All of our packages are either plain brown boxes or standard issued packaging from UPS or USPS. Occasionally we use opaque padded envelopes, but never for anything breakable or discernable. Our return address is also benign.
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The return address will appear as SV or SV Inc.
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: Yes! In addition to our everyday low prices, free shipping is offered on orders totaling $75 or more. Free shipping is via ground service only and is good for U.S. orders only. Certain larger items may not qualify toward free shipping on their own and a flat rate shipping charge will apply accordingly. However, adding these items to your cart will contribute to your total towards free shipping if you are also purchasing other items. Additionally, there are select items which are less than $75 which will qualify for free shipping on their own
- these are indicated by the Free Shipping icon which appears on that individual product’s page. SheVibe reserves the right to select the shipping method for items qualifying for “Free Shipping”. Your item may ship UPS Ground,
Surepost, FedEx, Smartpost or USPS regardless of the method displayed during your checkout. If you would like to pay for expedited shipping, please choose the desired option at checkout.
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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, Liberator only ships 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. For example, Liberator only ships via UPS.< back to FAQ's
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: We have striven to bring you a wide variety of products and while SheVibe houses the majority of the products we carry - some of our inventory is not in “real time”. What that means is that some 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 48 hours, we will cancel and refund that part of your order. If viable alternatives are available, we may suggest another product.
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. Examples of items which are sourced directly from the manufacturer are Lingerie and Liberator items, among a few others.< 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 may not be available. We will notify you immediately and cancel and refund that part of your order or give you the opportunity to select an alternate
item. 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-defective 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 to 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 cancel an order that shows as “In Progress”?
Answer: If you wish to cancel an order, please contact Customer Service at 888-743-8423 as soon as possible during normal business hours. We cannot accept emailed requests for cancellations. We can't guarantee we will be able to cancel the order as there are many moving parts to our ordering & shipping systems and it's not always possible to interrupt the flow once it starts. We will try our best to accommodate you but once you click on "submit order" during checkout, our processing and shipping protocols begin.< back to FAQ's
Question: Do you offer a “Satisfaction Guarantee”?
Answer: No. Sex toys are not a “one size fits all” item. What knocks the socks off of one person, may just be “meh” for another. But that’s part of the fun - finding out what makes your toes curl and exploring the mysteries of your body. If you are really uncertain about what to purchase, do some research. There's
quite a bit of information on the internet pertaining to specific products and sexual wellbeing
in general. The reviews provided on our site are the sole opinion and experience of the review’s author. We do not guarantee any claims made by the manufacturer. < back to FAQ's
Question: I forgot to register when I checked out; can I still look up my order?
Answer: Yes! You can now view the status of your order and get tracking info (if available) without registering for an account. In the left column of the site, click on “Check your order status”. Enter the required information and Voila! < back to FAQ's
Question: Do you ship internationally?
Answer: Yes! At this time we are able to ship to Canada, Great Britain & Australia directly and those customers may use our regular checkout. All other countries may checkout via the
International Checkout option. International Checkout is our trusted partner - they are capable of dealing with international currency, international shipping and are experts in overcoming language barriers. Customs forms will be marked as discreetly as possible. It is the responsibility of the customer to ensure that these items are ok to import to their respective country. If the law is prohibitive and the package is seized, there isn't anything we can do and unfortunately the customer will likely experience a loss in these cases. < 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 a 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. 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 whatever amount of time is designated by your bank's protocol.
This process can affect your available balance for whatever period has been determined by your bank. It ranges from 48 hours to 7 days. 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, many 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 will not be completed. At your request, we can also release any pending funds authorizations on our end which may help speed up the process. However, keep in mind that not all banks allow us to do this.
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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Question: Your prices are really low but I want to save even more…
Answer: You are a great candidate for our newsletter! The newsletter is sent out once or twice a week and contains special deals or new product announcements that our loyal fans get to hear about first. All mailers are discreet and contain no nudity, phallic shapes or explicit language. If you decide it’s not for you, you can easily and safely unsubscribe. We will never spam you or sell your email address to a third party.
Sign up now!
You can also participate in the SheVibe Review Project and earn cash for each approved product review you submit. You can find all the details here. Start reviewing and start earning! < back to FAQ's