Customer Service Frequently Asked Questions

For your convenience, we've provided answers to some of our most-asked customer service related questions below. If you don't find what you're looking for here, please click here to contact us.

Quick Links

Q: How do my orders get processed?

A: All orders and payment are processed through our website, we do not accept orders via e-mail, phone or fax as our system is automated for rapid fulfillment. Therefore, you must login to your account to place your orders online. Once your order has been submitted, you will receive an order confirmation via e-mail.

Q: I just bought something from your site. How long will it take to arrive?

A: All orders are processed and shipped within 24 hours (in stock items only, check the item status on the product page) during the business week. Your order will be processed and shipped same business day if made before 9am EST. Ship times are from 1 to 7 business days, depending on your location. Proceed to checkout and continue to shipping method to see the delivery date. Next day delivery is available in most of Ontario and Quebec. Keep in mind that weekends and holidays, are not considered business days by PinkCherry Wholesale, or our shipping partners.

Please be aware that a surcharge may be applied for remote delivery destinations.

Shipping Method Timeframe
UPS Ground 5-7 Business Days
UPS Next Day
1 Business Day

Q: How much is shipping?

A: UPS Ground shipping is free if your order is over $500(before tax) otherwise it is just $19.99, our flat rate. UPS Ground is 1-7 business days for delivery.

Q: How do you ship?

A: Wholesale orders ship via UPS. Keep in mind that UPS does not ship to PO boxes, so any address containing a PO box may be returned to us. We provide an invoice and tracking information via email the day your order ships. Your product is shipped within 24 hours (Monday - Friday) as long as it is in stock as indicated on each product page.

All orders are shipped, we do not offer order Pick-Up by the customer, or by another carrier. We do not ship to freight forwarding companies or couriers.

Q: Do You Ship Internationally?

A: We do not ship outside of Canada. We also do not ship to freight forwarding companies or couriers.

If you are an American business, please visit us at

Q: Do you offer online content?

A: Our company does not permit the use of our exclusive online content. This includes but is not limited to: product images, product descriptions, reviews, banners, tiles, graphics, size charts, product specifications and measurements, and videos.
We do not send out price lists.

Q: Do you offer Drop Shipping?

A: Please note that we do not offer this service, or FBA. In addition, we do not offer White Label, Datafeeds, API, Integration, or Online Content.

Q: What is your return policy?

A: Because of the intimate nature of the items we sell, we are unable to return or exchange purchased toys and products unless defective. This is for the health, safety and peace of mind of our customers. Provided the items have been tested and deemed defective, they may be sent back to us. However, we do not take back items simply because they did not sell, nor do we offer consignment, as we do not re-sell products.

This includes, but is not limited to:

  • Vibrators And Dildos
  • Douche/Enema Kits
  • Anal Toys, Beads And Plugs
  • Cock And Ball Devices, Cock Rings And Cock Sleeves
  • Gags And Ropes
  • Lingerie And Men's Wear

Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable. Once these items leave our warehouse, they are considered used, and therefore cannot be returned. Lubes, massage oils, condoms, body paints and body jewelry are also not returnable.

Q: Defective or Damaged Goods

A: As a wholesale account holder, you do not require an authorization number to make a return, as you are authorized to send back any items you deem defective or damaged to our warehouse for a refund. The refund will process on the payment method that you used to purchase the items. If there are multiple items from multiple invoices, your most recent transaction will be refunded for all of them.

You can send them back to us however often you require, as long as they have been tested and deemed defective. Please note that you will be responsible for the shipping cost to have them sent back to us, so we advise collecting these items over a 3-6 month period. If you are in our area, you are also welcome to drop them off at our warehouse for a refund. If you are able to include invoice numbers indicating which transactions the items were purchased on, it is greatly appreciated.

Please make sure your company or account holder name is clearly indicated on the shipping label or on a packing slip inside the box.

To report damaged or defective products please contact Customer Service:

Q: What is your order minimum?

A: To accommodate all of our Wholesale customers, we offer a low order minimum of $100 (before tax). Our website will prompt you when ordering.

Q: When Will Items Be Back In Stock?

A: Every manufacturer has a different fill rate and lead time, so we cannot provide product ETA.
When you are logged in, please use our Out of Stock Notification feature, and an email will be sent to you once an item you are waiting for comes back into stock.

Q: Do You Offer Private Label?

A: No.

Q: How are the products packaged?

A: Items are sold however our manufacturers send them to us. To see how an item is packaged, click through to the item's full Product Description. If the product is in retail packaging or boxed, an image of the package will be shown. If there is no image of packaging, the item is shipped in a clear poly bag only. For unpackaged toys, you may see this;

pack helps the environment 

To save on packaging, this product does not include a box.

This is often how Wholesale Blowouts are sold.

For Lingerie, many items are in clear poly bags, so please check in with your Account Representative if you require details on a specific item.

Q: How does your warranty program work?

A: PinkCherryWholesale stands behind the products that we sell by handling any warranty issues on behalf of the manufacturer, up to one year from date of purchase. Standard return policy applies as stated above. Your consumers should still be advised to register their products online with the manufacturer if extended warranties are in place.

Q: Can An Order Be Cancelled?

A: There is no way to cancel an order once it has been submitted. Please order carefully. All orders and payment are processed online. We have no way to add to an order once it has been submitted.

Q: How do I keep my account in good standing?

A: We are your partner in business, and we are also accountable to the brands that we represent. While we allow customers to change their addresses at the Check-out, we must be advised of any changes to your business. Customers should advise us of any account changes or updates. This includes Company Name, Contact Name, Ownership Change, Contact Information, Website Addresses, and any links to third party platforms (Amazon, eBay, Social Media as examples).

Q: Why can't I update my email address?

A: Your email is how we locate your account, and is attached to your login. To protect the security of your account, we must update all email addresses Contact Us

Q: What products do your sale restrictions include?

Currently the following manufacturers DO NOT allow any further discounting of their product prices unless it is exclusively mentioned for that brand of product:

  • Eroscillator
  • Womanizer
  • Bathmate

Q: What if I am having technical issues with the site?

A: The sooner you let us know there is an issue, the sooner it can be resolved. Please submit our contact form and choose “I’m experiencing a technical website issue” from the drop down menu:

For the best experience on our site, please ensure that your browser is up-to-date. The browsers we recommend are Google Chrome, Firefox and Safari.

Before contacting our tech support, please ensure that your browser is current.

If you are not able to login, please ensure that you are logging in at or contact Customer Service.

How We Measure


The length measurement indicates the entire length of the toy, from top to bottom including any handles and bases. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy's head and extend it to its base. Do not curl the measuring tape over the base.

Length Measurement - Indicates the entire length of the toy, from top to bottom including any handles and bases.


The width measurement indicates the horizontal diameter of the toy's surface at its widest point. With the toy placed on a seamless hard surface, place one end of the measuring tape flat across its widest point. Do not curl the measuring tape around the edges of the toy.

Width Measurement - Indicates the horizontal diameter of the toy's surface at its widest point.

Insertable Length

The insertable length measurement indicates only the length of the insertable portion of the toy, excluding any surface that is not intended for penetration. With your toy placed on a seamless hard surface, hold one end of the measuring tape at the tip of the toy's head and extend it only to the end of the shaft. If your toy has a harness base, suction base, testicles, or a handle, it is not a part of the toy's insertable length measurement.

Insertable Length Measurement - Indicates only the length of the insertable portion of the toy, excluding any surface that is not intended for penetration.


The girth measurement indicates the circumference of the toy around its widest point. With the toy held upwards on a hard surface, hold one end of the measuring tape at the center of its widest point, and wrap it around the toy until you're back where you started. Be sure not to overlap the measuring tape to get an accurate measurement.

Girth Measurement - Indicates the circumfrence of the toy around its widest point.

Q: How can I contact you?

A: You can reach us by email Mon-Fri 9am-4:30pm EST (excluding holidays) Customer Service in French is available Mon-Fri.

Please click here to contact us, or call us: 1-888-980-8697 (TOYS)

Mailing Address (not open to the public):

PinkCherryWholesale Canada (a division of TBMBM, Inc.)
2-1283 North Service Rd E
Oakville, ON L6H 1A7

All charges are in Canadian dollars.

This website is to only be viewed and used by an adult audience. All models are 18 years of age or older. If you are under 18 years old (21 years old in some states) you are to leave immediately. No exceptions

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