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, We'll be glad to help out.
How do my orders get processed?
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.
I just bought something from your site. How long will it take to arrive?
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. Most parts of Ontario and Quebec get next day delivery. Keep in mind that weekends and holidays, are not considered business days by PinkCherry Wholesale, or our shipping partners.
Currently PinkCherryWholesale is continuing to ship packages ordered before 9am EST.
We ask for your patience with carriers as they are dealing with a surge in package delivery during this tough time.
||5-7 Business Days
|UPS Next Day
||1 Business Day
How much is shipping?
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.
How do you ship?
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 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.
Do You Ship Internationally?
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 https://www.pinkcherrywholesale.com/
Do you offer Drop Shipping?
Please note that we do not offer this service, or FBA. In addition, we do not offer Datafeeds or online content.
What is your return policy?
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.
What is your order minimum?
To accommodate all of our Wholesale customers, we offer a low order minimum of $100 (before tax). Our website will prompt you when ordering.
Defective or Damaged Goods
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 have not since been discontinued from our website.
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.
How are the products packaged?
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;
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.
How does your warranty program work?
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.
Can I cancel or add to my order?
In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.
All orders and payment are processed online. Therefore, we have no way to add to an order once it has been submitted.
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:
What if I am having technical issues with the site?
The sooner you let us know there is an issue, the sooner it can be resolved. Please contact: firstname.lastname@example.org
For the best experience on our site, please ensure that your browser is up to date. Some 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 www.pinkcherrywholesale.ca 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.
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.
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.
The girth measurement indicates the circumfrence 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.
Do you offer testers or POS materials?
Although we do not show testers or display materials on our website, they are often available by request. Since order fulfillment is quick, any special requests should be made at least 48 hours prior to placing an order.
Please reach out to your Account Representative with specifics, and they will advise on what is available, or what can be ordered in.
Most manufacturers have an minimum order requirement for testers, and these requests may take time to fill since the items ship from the manufacturer to our facility, and we then ship to the customer.
How can I contact you?
You can reach us toll free by phone or email Mon-Fri 9am-4:30pm EST (excluding holidays) Customer Service in French is available Mon-Fri
Please click here to contact us,
Phone: 1.888.980.TOYS (8697)
PinkCherry Wholesale (a division of TBMBM, Inc.)
2 - 1283 North Service Road E
Oakville, ON L6H 1A7
All charges are in Canadian dollars.