Answers to your most frequently asked questions.

  1. How do I check the status of my order?
    To check the status of your order, go to My Account or click the “View Your Order” button in your order confirmation email. Your fulfillment status will be provided as follows:

    Confirmed: We have received your order.

    Preparing for shipment: Your order is currently being picked and processed. Once shipped, you will get an email with tracking information.

    Shipped: Your order has left the building and is in the hands of
    the carrier. Use the tracking information associated with this order to follow its movement from warehouse to delivery address.

    Delivered: Your order was successfully delivered to the provided shipping address. If you do not find it, please ask the members of your household and the carrier for further clarification.

    Your order has been cancelled. If you receive this message and are unsure as to why, please reach out to our Customer Support team at support@brazzerstoys.com

  2. Can I modify my order? 
    Depending on where your order is in processing, we may not be able to cancel, make additions, change, or stop them from shipping. If you would like to modify your order, be sure to contact Customer Support team immediately.

  3. Canceling an Order
    Once an order has been processed, we are unable to make any additions, changes, or quantity adjustments to the order, or stop it from shipping. If you changed your mind before the order is delivered, and no longer wish to receive the product, you can send the unopened box back to us. In this case, the customer is responsible for all return shipping costs and lost and/or undeliverable packages.  

    Once we receive the order back, we will credit you for the cost of the product minus a 20% restocking fee. You will not receive credit for the shipping fee. If you have any additional concerns about an order, please contact our Customer Support team for help. Our Customer Support team will respond to your email within 24-48 hours on business days.
  1. How long will it take to receive my order?
    Although we strive to fulfill and ship all orders the day they are received, there are certain variables that may extend this turnaround time – for example, holidays. Additionally, it is important to note that orders placed after 2pm EST will not ship until the next business day. As such, if an order is placed after 2pm EST on a Friday, it will not ship until Monday.

    Transit times are dependent on the shipping method chosen during checkout and the distance of your delivery location from our warehouse. International delivery speeds vary based on location and customs processing times. We work with a state-of-the-art warehouse and fulfillment company located in Rhode Island. The fulfillment team’s hours of operation are Monday through Friday, 8am – 5pm EST (not including holidays). Please refer to our full Shipping Policy for more details.

  2. Do you ship discreetly? 
    We prioritize your privacy with utmost seriousness, ensuring that every package we send is discreetly enclosed in unmarked plain brown boxes or padded envelopes, devoid of any logos or identifiable features. Furthermore, the shipping label idenitifies the sender's name as Metro, maintaining anonymity. With these precautionary steps in place, you can be assured that your purchase will arrive in a discreet fashion, allowing you to relax until you can get to it.

  3. How much does shipping cost? 
    We offer customers a plethora of shipping options. Our typical, flat-rate options to mainland US are as follows:

    Economy: $9.00 - 5-8 Business Days (often arriving sooner)
    Standard: $11.00 - 2-3 Business Days
    Express: $24.00 – 1-2 Business Days

    International postage rates vary by weight and location. We use FedEx live rates to calculate these variables in real time so you can see your postage cost before you checkout.

  4. Do you ship internationally? 
    Yes, we ship internationally to many countries across the globe. When checking out, simply enter your international address, and your postage rates will be calculated based on weight and location. Please note that due to international laws and certain government regulations, there are some countries we are unable to ship to.

    Buyers are fully responsible for complying with their country's laws, Customs regulations, taxes, and duties. Brazzers Toys is not responsible for packages delayed or detained in Customs. Please refer to our full Shipping Policy for more details.

  5. What happens if my shipment is lost? 
    The risk of loss or theft is passed to the customer upon delivery of the package by the carrier. All claims must be made to the carrier, by the customer.
  1. What forms of payment do you accept? 
    We accept all major credit cards (Visa, Mastercard, Discover, and American Express). We also accept Paypal and ApplePay. We do not accept cash on delivery (C.O.D).

  2. Will my payment be discreet on my statement?
    Of course! We take your privacy very seriously. Charges on your statement will appear only as Brazzers- Order Number and will not link your purchase to this site or the nature of the order.

  3. Why is my credit card not working? 
    If you are having a problem with your card, make sure that the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.

    It is possible that your card might initially decline due to anti-fraud measures your credit card company has in place. If this happens, please check your email or SMS for a note from your credit card company asking for approval. You may need to contact them directly. As an alternative, you can use one of our other payment methods such as Paypal or Apple Pay.
  1. How do I start a return?
    For health and safety reasons, we do not accept returns. However, if you received a different item than what was ordered or your item has a defect, you may be able to be return it if authorized by our customer support team. If you believe your item meets these criteria, please reach out to our Customer Support team who will provide you with a Return Authorization Number.

    All returns must be authorized by Customer Support before processing. To see which items qualify and how to process a return, see the full Return Policy.

  2. I sent back an item without a Return Authorization Number. Will a refund be issued? 
    Unapproved returns will not be opened or processed due to health and safety concerns. If an item or order is received without prior approval, the sender will be responsible for any return shipping costs. See our returns page for details on how to process a return.

  3. Will my original shipping cost be refunded? 
    A refund of your outbound shipping charge will not be processed unless your return is the result of our error on our part, which includes defective and/or damaged products.

  4. What if I received the wrong item? 
    If you have a discrepancy with your order, please reach out to Customer Support within seven (7) days of delivery so we can ensure your order is fulfilled as expected.
  1. What are marketing emails?
    A marketing email is a type of electronic message sent to a targeted audience with the primary goal of promoting products, services, events, or initiatives. Typically, marketing emails are used as part of an organization's broader marketing strategy to engage with current and potential customers, drive sales, increase brand awareness, and foster customer loyalty.

    We respect your privacy, and only email those individuals who have opted-in to our email marketing list. Please note that emails related to your order, customer service, or the like are transactional emails. Unsubscribing from transactional emails may result in your order being delayed and/or missed communication regarding your order from our team. For more information, please review our Privacy Policy.

  2. How do I unsubscribe from your emails? 
    You can unsubscribe by clicking on the unsubscribe link located at the top and bottom of each promotional email. You will receive an email confirming that your address has been removed from our lists. Please allow up to 72 hours for this to take effect. You may receive one or two promotional emails between the time you request to be removed from a list and the time that we are able to physically remove you from our database. Thanks in advance for your patience.