Shipping
Orders are processed promptly after checkout, with most in-stock orders shipping within 1 business day. Orders placed after 2:00 p.m. EST, on weekends, or on holidays begin processing on the next business day.
Estimated delivery times after shipment:
- United States: 3–7 business days
- Canada: 3–8 business days
Processing and delivery times may vary due to remote locations, oversized products, severe weather, carrier delays, holidays, customs processing, or other circumstances beyond our control.
Orders are shipped in plain, discreet packaging to protect your privacy. Required shipping labels, return addresses, warehouse information, or customs documentation may appear on the exterior.
Tracking information is emailed once your order has been prepared for shipment. Please allow 24–48 hours after label creation for the first carrier scan or tracking update.
Route Package Protection
At checkout, you may choose to add Route Package Protection, an optional third-party service that may provide coverage for eligible packages that are lost, stolen, or damaged in transit, subject to Route’s terms, exclusions, evidence requirements, and claim deadlines.
Route also provides a convenient tracking experience through the Route mobile app.
Download the Route App
Returns & Defect Protection
Due to the intimate, personal-use, and hygienic nature of our products, all sales are final. We do not accept returns or exchanges for reasons such as change of mind, personal preference, sizing, sensation, or product compatibility.
If your order arrives damaged, incorrect, incomplete, or non-functional upon arrival, please contact us within 24 hours of delivery at support@intimacyredefined.ca.
Please include your order number, a description of the issue, and clear photos of the product, shipping label, outer carton, inner packaging, and any visible damage. Please retain the product and all packaging until your claim has been reviewed.
Eligible products are also covered by our 30-Day Defect Protection. If a manufacturing defect is reported within 30 days of delivery and the claim is approved, we will provide an appropriate resolution, which may include a replacement, replacement component, refund, repair assistance, or another appropriate resolution.
For complete details, please see our Shipping Policy and Return & Refund Policy.
