Ordering/Shipping/Returns

Payment Options

We accept Visa, MasterCard, American Express, Discover, e-checks and PayPal. Your credit card will be charged when your order is placed. Our credit card transactions are always secure because we do not capture any credit card informaton; all online transactions are processed through a third party credit card processor such as PayPal and Google checkout. For those who are uncomfortable using their credit card via the internet, you may fax your order to 630.413.4468. Simply send a screen printout showing the items ordered with your billing information and credit card information. All international shipments require a phone number before the order transaction can be completed.


Order Confirmation

After submitting your order, you will receive via e-mail an order confirmation from sales@sensualsurprises.com that contains your order number, order processing time and any other general or specific information related to your order. If you paid through PayPal, you will also receive an email from PayPal with your PayPal transaction ID. Please be sure to give us your correct email address because this will be the only acknowledgement that we have received your order. Please note, due to spam protection measures by AOL, Hotmail, Yahoo, Google and other popular email programs, emails may not reach your inbox so we suggest adding sales@sensualsurprises.com to your safe senders list. Please check your spam folder if you do not see an order confirmation in your inbox. Feel free to email us if you have any questions or if you have not received an order confirmation.


Order Processing Time

Please allow 24-72 hours before orders are shipped for in-stock merchandise. Made to order and custom made items will take slightly longer depending on the item ordered. Estimated manufacturing times are located in the description of all made to order and custom made items. Please note, made to order items and custom made items are only available for express shipping on a per item basis. Please contact support@sensualsurprises.com if you have questions regarding the ability to ship a custom or made to order item via express.


Backorders

While we make every effort to have all merchandise in stock, there may be times when we are out of stock. You will be notified by email of any backorders. If an item will be on backorder for longer than four weeks, Sensual Surprises Apparel will cancel the backordered item and promptly issue a full refund. If an item is on backorder for an express order, Sensual Surprises Apparel will cancel the backordered item and promptly issue a full refund and ship the remaining items. All backordered items ship out via standard delivery service.


Packaging

We respect our customers' needs for discretion. All orders are shipped discreetly in a plain envelope or box. The return address label will simply state either "SS Apparel"  or an abbreviated name and address.


Tracking Information

Tracking information will be automatically sent to the email address that was provided at checkout. Please be sure to give us your correct email address because this will be the only acknowledgement that your order has shipped. Please note, due to spam protection measures by AOL, Hotmail, Yahoo, Google and other popular email programs, emails may not reach your inbox, so we suggest adding sales@sensualsurprises.com to your safe senders list. Feel free to email us if you have not received your tracking information after 72 hours. Customers may track their order status, including it's fulfillment status, order notes and tracking information. To track your order, please select Order History under the My Account heading at the bottom of the page. Please note, once orders have been shipped, they may be tracked by visiting the applicable shipper's website which may be www.usps.com, www.ups.com or www.fedex.com and entering the tracking number provided.


Shipping

Most orders are processed and shipped within 24-48 hours. Depending upon the delivery service selected, domestic shipments within the 48 states may take 1-4 days to be delivered from the United States Postal Service. Freight time for international shipments may take 4-10 days within North America(Canada and Mexico) and 6-10 business days to Central America, South America, Europe, Asia, Africa and Australia/New Zealand. Shipments include delivery confirmation, which the customer agrees is acceptable determination of shipment delivery and receipt by customer. Please also take into consideration the International Date Line when calculating approximately how long it will take for your order to reach your destination. Sensual Surprises Apparel is not responsible for delays due to customs.


Express Shipping

There is 2 day express and 3 day express shipping option. This means that after an order processing time of 24-48 hours, the order will ship. Please note, made to order items and custom made items are only available for express shipping on a per item basis. Please contact sales@sensualsurprises.com if you have questions regarding the ability to ship a custom made item via express. Express shipments include delivery confirmation, which the customer agrees is acceptable determination of shipment delivery and receipt by customer.


International Shipments

Sensual Surprises offers two ways to ship international; from our warehouse via USPS or via DHL with Bongo International.

Shipping from Sensual Surprises warehouse via USPS:

We ship to every country via USPS Priority. This is a trackable and affordable way to ship international. With USPS Priority International, the United States Post Office ships the package to the destination country. Once it clears customs at the destination country, the responsibility of delivery rests on the local postal service. Some country's postal services require a signature, so it's important to have a general idea of when your package will arrive. You can check the status of your package at www.USPS.com and once you see that the package has cleared customs, it package should be delivered within a few days. Please allow up to a total of 5 business days for Sensual Surprises Apparel to process and package your international order. Freight time for international shipments may take 4-14 days depending upon location. International shipments include delivery confirmation, which the customer agrees is an acceptable determination of shipment delivery and receipt by customer. USPS does not allow address changes for the following countries: Canada, Netherlands, Iraq, Nepal, Germany, Honduras, Uruguay and Venezuela. If you live in one of those countries, please double check the shipping address before completing your order. Please note international shipments require a phone number with the order and all address fields must be filled out otherwise your order may be delayed.
• Items less than $200 USD. Buyers should not have trouble importing these items, but check customs rules for possible restrictions that vary by country.
• Items more than $200 USD. Buyers importing higher-dollar-value items for personal use may have to pay a duty or tax. The amount of the duty, if any, depends on the type of item and its value. Some items can be imported without paying any duties. Please note that some countries may charge a handling fee for your international package. Some of these fees may include a presentation to customs charge, storage charge in addition to any taxes or duties. It is the customer's responsibility to know their country's laws regarding customs rules, duties and taxes.

Shipping from Bongo International warehouse via DHL:

Please review the shipping information at: https://bongous.com


Undeliverable/Refused Shipments

For packages that cannot be delivered due to an incorrect address or if the recipient has moved, there will be a $15 re-routing fee in addition to any new shipping charges. Please note, UPS requires a street suffix (Street, Road, Lane, Avenue, etc), so please double check your shipping address before final checkout.
If a package is refused, there will be a 20% restocking fee in addition to all shipping charges. If there are any non-returnable items that have been refused; this includes all made to order and custom made items, there will be no credit given for these items.


Return Policy

We take great pride giving superior customer service. If you are dissatisfied with your purchase, we offer a 15-day money back guarantee on returnable items, so you can simply return the merchandise to us and we will give you a refund minus a 30% restocking fee. Kindly let us know the reason for your dissatisfaction, as it will help us to improve our products in the future. Please note due to health laws, we do not allow all items to be returned, so if you have any questions regarding a product before ordering, you may contact us at support@sensualsurprises.com. All non-returnable and non-exchangeable items are clearly marked in the item’s description and in your shopping cart. The merchandise must be in new condition, with all tags attached, and in its original packaging. We cannot accept returns of soiled items, nor prepackaged items, including stockings and other prepackaged items. By law, all intimately worn apparel including bras, panties, thongs, swimsuits, etc cannot be returned, so please select these items with care. Also, items that have been worn, washed, damaged, dirty, have had the tags removed, smell like smoke or have pet hair will not be returned under any circumstance. Due to the adhesive nature of NuBra items and adhesive pasties we do not accept returns of backless/strapless bras. Costumes and clearance items are also not returnable.
Please request an RMA number by filling out the online form located under the heading Customer Service. Please include the RMA number on a slip of paper with your return/exchange. Customers are responsible for return shipping charges. Please note Sensual Surprises Apparel does not include a return label similar to large department and chain stores. This is for two reasons. First, we feel this practice by other stores is deceptive. Customers believe they are able to return an item for free, that is, with no return shipping fee. This is not typically the case. If the return label is used, your credit card is charged the return shipping fee. It is not free. We are a transparent company and believe all fees should be stated up front, clearly. Secondly, by not including a return label, we reduce waste. If you have any further questions regarding our return/exchange policy feel free to contact us.