Shipping Policy

The delivery process is confidential and will not display the name of "Playful Heaven" or any other adult store related company or information. If not other stated in the product description, your order will be dispatched within max. 2 to 4 days and may take 4 to 9 working days to reach you. A working day considers Monday to Friday. It will be indicated on the product page itself, if some of our items take a delivery of 3 to 6 weeks, due to location of the warehouse. Please note that we, as a shop, have no impact on the customs clearance process. Therefore this time is also not included in the delivery time. Please take note that festive seasons or public holidays may case a delay in the dispatch as well. For further information and assistance regarding customs clearance, please check our FAQs.

To purchase from Playful Heaven, you must be at least 18 years old and by using this website, you confirm that you meet this age requirement.

We have warehouse locations in different parts of US and Asia. Therefore it could be that an order with more than one product gets split into two deliveries. In this case you also will receive two tracking information.

1. Shipping Insurance Included: By default, shipping insurance is automatically added to your order. You can verify its inclusion in your shopping cart. This service is provided as an additional safeguard.
2. Claims Process: In the event of damage or loss to your items, our standard claims process will be initiated. Please be aware that this process may take up to 90 days to resolve, though most cases are resolved more quickly. It's important to note that our insurance will not cover situations where you accept a damaged package upon delivery.
3. Playful Heaven Insurance: To enhance the protection of your shipment against damage, loss, or theft, you have the option to purchase our Shipping Insurance. This is an optional service that can be added to your order for additional security. We strongly recommend considering this insurance for your peace of mind, especially since it offers a full refund within 7 days in the event an item is lost or stolen. While not mandatory, this service is highly recommended.

For further information, please click here.

Free shipping applies to U.S. Orders, if its exceed a value of $69 after discount. Otherwise there will be a shipping rate of $9.99.

The following flatrate will apply for other regions:

• EU: 11.95 EUR
• CAN: 12.95 USD
• UK: 14.95 USD
• AUS, NZ: 14.95 USD

Most of our products can be shipped to the following countries:

North America:
United States, Canada,

Oceania:
Australia, New Zealand

Europe:
Austria, Belgium, Denmark, France, Germany, Ireland, Luxemburg, Portugal, Spain, Switzerland, United Kingdom

Unless they are banned in certain countries or if such restrictions are explicitly stated in the product description. However, some of our products indicate that they are only available for delivery within the US or Canada, or both. 

Mistakes happen, and we get that. If you've accidentally given us the wrong delivery address and we already shipped the item, here's what you need to know:

Refund Process:

If the forwarded send the item back to us because of the wrong address, we'll give you a refund. There will be a 20% restocking fee deducted from the refund amount.

Forced Returns:

If your order couldn't be delivered and has to come back to us (forced return), it might not always make it back. But if it does, we'll refund you the product cost minus the original shipping cost.

Refund Amount:

The refund you get will depend on the product cost minus the 20% restocking fee (for wrong addresses) or the original shipping cost (for forced returns).

Your Job:

Make sure the address you give us is correct when you order. If there are any delivery issues after we send it out, it's up to you to get in touch with the delivery company and sort things out – like picking up the item. This is still the recommended practice. Get in touch with the forwarder, in order to avoid the forced return.

We're here to help, but sometimes the costs of fixing address mishaps are a bit out of our hands. Thanks for understanding!

This can include situations where the package is delivered to an Airbnb or hotel but you are no longer present or unavailable to receive the package at your home or elsewhere. It also includes situations where you fail to collect the package within the specified or designated time from a shipping facility. 

We cannot be held accountable for any fees or taxes imposed by your country, which may include customs fees/ tariffs or other charges. Please take note that we have no controll ofer those charges or even the amount you may have to pay. Furthermore, we will not be liable if your products are rejected by customs, or if your country prohibits the importation of adult products. Therefore we recommend, that you research the policies of the shipping country prior your order or get in contact with the nearest custom office.