Shipping Policies

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Your privacy is important to us! We only ship with plain packaging from "CFT."

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We offer USPS and UPS for domestic US and International shipping. All orders include tracking!

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Our FAQs cover a lot of shipping questions. You can also reach out to us for more support!

▸Discreet Shipping
All orders will be sent in a plain brown box addressed from "CFT". Products inside are packaged in a clear heat sealed bag, which is wrapped in colored tissue paper. All toy orders include a printed Care Guide so you can quickly reference how to care for your new friend at any time!

Small orders of novelties (stickers, firmness sampler squish, Critter Fritters, etc) may be shipped in a solid colored bubble mailer.

▸Shipping Options & Times

We will strive to ship ready-made orders out within approximately 1-5 business days.

To see shipping cost - After you enter your payment information and address at checkout, you can then see your options between USPS or UPS, along with the service and shipping speed.

Transit time is an estimation for when your package will arrive after we have shipped it. Choosing a faster service does not mean we will be able to ship it out sooner. Please allow for additional shipping time around US holidays or during extreme weather conditions. See FAQs below for any shipment problems (delays, no scans, etc.)

If you use Auto-fill for your address, please be sure to check that it is correct and if applicable, your Apartment number is entered.

You will receive a Tracking Number by email once your order has shipped out! If you cannot find the email, you can Sign In here with your email address to check. Read Order Policies for steps on how to do so.

▸Combining Orders
We will gladly combine orders upon request only, please make a note in your Order Comments when checking out with your previous order number(s), or you may notify us by the "Contact Us" support button at the bottom right of your screen. Shipping cost differences will be refunded when labels are printed.

Please notify us within 1 hour of placing your original order! We start preparing orders soon after receiving them. If an order is already marked as Shipped, we cannot combine that order. If it still is marked as "Awaiting Processing" or "Processing", you may reach out and we may possibly be able to combine them still.

Only orders going to the same address can be combined.

Custom Toy Orders with Ready to Ship Products — If an order is requested to be combined or is placed with a combination of custom toy(s) and ready to ship inventory or novelties, then the entire order will be shipped out once the custom(s) have been completed. See Custom Order FAQs for current processing time of custom toys.

▸Cancelling an Order
If you catch a problem before your order ships (such as incorrect shipping information or the wrong product), reach out immediately with the "Contact Us" support button in the bottom right corner of your screen, and we will attempt to rectify the situation. If we are able to cancel your order, it will be subject to a 10% non-refundable processing fee of the total.

We cannot cancel orders that have been marked as "Shipped." Please see Order Policies for further information on cancellations, refunds, and more.

▼ FAQs for Shipping/Order Problems ▼

▸ My tracking number doesn't have any scans!

Packages are securely dropped off at the post office or UPS store within 24hrs of the shipping label printing. Some packages may never receive an acceptance scan, or it may take a few business days to be scanned in. This is normal! They will likely get a scan at some point in transit, though there have been a few cases where a package did not receive a scan until it was delivered. We do not have access to any further shipping information beyond what the tracking number shows. If there is a delay, please see below for reporting missing mail.

▸I think my package is missing / My package arrived damaged. (USPS)
Unfortunately the United States Postal Service has been under heavy strain since the start of the pandemic. Once a toy is shipped, it is in the chosen mail service's hands. It is not uncommon lately for orders to go without an update to their tracking number, but there are some actions you can take.

- If your tracking number has not been updated in 7 days (domestic) you may file a missing mail claim (USPS). If it has not yet been 7 days, the post office does not consider this missing and will ask you to wait a little longer.

- For packages without a scan in 15 days (or arrive damaged), please file a claim on USPS.com. Not having a scan in 15 days does not mean it is lost, however this helps flag the package and create a record for the postal service to try and locate it.- UPS allows you to file a claim within 24hrs of missing the expected delivery date.

Please contact us prior to filing, as we can help supply documents to assist you.

Since our shipments include tracking numbers, delayed or missing mail are not sufficient for refunds or chargebacks and must be handled with the mail service. Under special circumstances, after all other options have been exhausted, we can see if there is anything we can do for you. Please reach out for support with the "Contact Us" button in the bottom right, or email us at contact@creaturefeaturetoys.com.

▸My Address is Incorrect.

It is very important that you use a legal name and your full address (including apartment or unit number), or your package may be deemed undeliverable by the mail carrier.

After checkout, we can only update the address as long as it is still going to the original buyer.
- If your package has not shipped yet, notify us immediately by the "Contact Us" button below and indicate your order number and correct address.

- If a package has been marked as shipped already, you may File a Package Intercept (USPS). Contact us if you chose UPS at checkout. All intercepts are subject to a fee, and must not already be in the delivery stage.

▸My package was scanned as "Undeliverable", but my address is correct.
- If you received an undeliverable scan due to insufficient address, the carrier could not access your location, or another reason was provided, you should immediately contact your local carrier office. Some offices may be able to return the package to you before sending it back to us. Reach out to us if the package is already in transit back to us.

▸ My package was returned to CFT. Can it be reshipped or cancelled?

All packages returned to us due to an insufficient address have the following options. We will email you upon receiving the package, allowing 7 days from initial contact to choose:

- Reship your package with an additional shipping charge.

- Cancel and refund your order, excluding shipping and a 10% cancellation fee.

- If we do not get a response within 7 days, the order will be cancelled and refunded excluding shipping and a 10% cancellation fee.

▸ My package was scanned as "Delivered", but I did not receive it!

Don't panic! Often, carriers will accidentally scan the package as delivered or some other reason, but they actually ran out of time for the day. There is no way for them to indicate that on your tracking number. Please reach out to your local office as soon as possible so they can be made aware of the situation. They can inform you if the package is being redelivered, or if there were actually any errors with the delivery. At that point, you can file a Missing Mail claim (see above).

▸ I got a text/email/call that something changed with my order, or I have to pay extra?
Hold it! Mail scams and fraud are unfortunately very common nowadays. Before you interact or respond with this message, you should stop and check:

- Does my tracking number indicate that anything is wrong? If they are providing an order or tracking number, does it match mine?
- Have I enabled Informed Delivery or a similar service, and do I recognize the sender? How does USPS/UPS have my contact?
- Does the link seem fishy? Why are they asking for personal information or payment?

If you are ever even slightly unsure, you should always contact your local USPS or UPS directly. They can give you information on your package, or the direct number to customer support.

▼ International Orders ▼

▸Discreetly Declaring on Customs
Wherever necessary, items will be declared as "silicone appliance" along with their weight and purchased value. The sender will be "CFT Creatives LLC." We cannot omit or misrepresent these details, and we cannot mark your order as a gift.

▸Additional Taxes and Fees
The customer is fully responsible for any additional customs, brokerage, tax, and/or service fees (usually only on international orders). If incurred, the carrier should both send an email as well as list the required fees on the tracking website for your package.

▸Brokerage Fees
USPS includes brokerage fees in the shipping cost.
UPS does not include brokerage fees in the shipping cost you see at checkout, and may bill you for additional brokerage fees to get your package through customs. Generally, the more expensive UPS services will charge less brokerage fees.

▸UPS: Orders to Canada

You may calculate the estimated brokerage fees by clicking here.

You may also have the option to broker your own package through customs rather than pay the carrier fee. Check with your local carrier hub or customs office for more information.

▸Shipping Delays / Service Not Available
Check with your local post's website for any recent announcements of delays. USPS is currently experiencing significant delays on both delivery and tracking updates for international orders. Express carriers (UPS) are generally more reliable, but may incur additional fees (see above.)

We hope to fully allow international shipping, but please be aware that due to pandemic disruptions or severe weather, USPS and UPS are not currently delivering to certain countries. In some countries, sex toys are illegal and we cannot ship there. If you do not have shipping options available for your country, and you believe this is an error, please reach out to us so we can make this right!

▼ Reshipment Facilities / Suspicious Orders ▼

We may cancel orders at our discretion if suspected to be going to a reshipment facility. Additionally, we receive alerts on flagged orders through our web store host for potentially suspicious/fraudulent orders. We reserve the right to cancel orders on these grounds to protect our intellectual property and good standing with our payment processors. Cancelled orders have a 10% non-refundable cancellation fee.

If you believe your order was cancelled in error, please reach out to us.

▼ Payment ▼

Payments are securely handled through PayPal checkout.
You may pay with your PayPal account, PayPal Credit, or click on your credit card's logo to enter your information without navigating to PayPal. All major credit cards and bank accounts are accepted through PayPal.

For discretion, your statement will simply say "CFT" or similar.

We are working on an additional payment gateway, but due to the "High Risk" nature and stigma around adult products, this has been a difficult and ongoing process. We apologize for any inconvenience!

▼ Issues during checkout ▼

Please make sure to use your full, legal details when entering payment and shipping information to ensure your order arrives to you safely.

If you encounter any problems during checkout, please be sure all your information is entered correctly and your payment option has not expired.

You can also try checking out on a different browser or device. Sometimes the checkout will not work properly in apps (like Gmail.)

You may also try disabling your adblocker or whitelisting our shop. Although we don't have ads on our site, some extensions block cloudfront, Javascript, HTML5, or redirects, which are needed to successfully check out. (NoScript, AdBlock, and uBlockOrigin may all interfere.)

If you experience any further problems, please reach out to us by the "Contact Us" support button at the bottom right of your screen, or at contact@creaturefeaturetoys.com
As a small team, we cannot guarantee immediate responses.

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