Customer support
1 What will the return address on my package say?
1.1 What will the return address on my package say?

All of our packages come from our address, with the name of a beloved past Sugar worker. It does not say “Sugar” on the return address.

1.2 What should I do when I receive my package?

Open it right away! Double check that everything is working. We quality test every product before it leaves Sugar, but make sure nothing happened in transit. If you have any questions, give us a call or shoot us an email. If your toy is battery operated and did not come with batteries installed, please make sure you are installing the batteries in the correct directions. Most toys have drawings on the toy – they can be difficult to see – make sure you have good light and wear your glasses if you need them!

 

1.3 What do I do if I don’t like the product I ordered?

We work hard to provide you with as much information on the website as possible to help you with your decision making. If you have questions, concerns or just want a little extra help in selecting your products, please call the store and let one of our awesome Sex Educators help you. We want you to be happy with your purchase! So please take your time making your decisions. Due to the nature of our products, we can’t accept returns on products when a customer isn’t pleased with their purchase.

1.4 What if the product I purchase breaks?

We test and inspect every product before it ships. Please open your product and make sure it’s working as soon as you receive it.  We will replace any product that has a manufacturer defect within 30 days of when your order shipped. Just ship it back to us and we will immediately send you a new one! Before you do that, we encourage you to check with us. Sometimes these toys can be a little mysterious! It’s not uncommon for folks to misunderstand which direction a battery goes, or accidentally activate a travel lock on a toy. Let us troubleshoot with you so that you don’t send it back only to find out that there was nothing wrong with it!

In addition, many of the products we sell have longer warranties from the manufacturer. Keep your receipt and your care instruction sheet. We will have circled the contact information for any additional warranties for your products. If your product is from We-Vibe or Jimmy Jane we suggest registering your toy with the manufacturer. You will need information from the box in order to register the product.

Products made by Crave should be returned directly to Crave. Crave has tight quality controls. In the unusual case of one of their products having a problem, they want to deal with you directly so they can make sure that you are taken care of and that the same issue doesn't occur for other people.

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