Help & Faqs
Q: How can I track my order?
A: Here is how you track your order:
Log into MY ACCOUNT to view the status of your order Track your shipment by using the tracking number provided to you once your item(s) have been shipped. You cannot track your order before it has been shipped.
If you don’t know what your tracking number is or if you’re having difficulty tracking your package, feel free to contact our customer service department for assistance or click track order page for help.
Q: When will you ship the hair and How long is the shipping?
A: Usually we will send out the hair within 24 hours.
For items not in stock, we will contact you and let you know.
Shipment is proceeded by DHL/FedEx/USPS/UPS.
North America 10-15 working days,
South America 15-20 working days,
Europe 10-15 working days,
Australia 10-15 working days,
Middle East 10-15 working days,
Africa 5-10 working days. Once your order has shipped, you will receive a tracking number by email, enabling you to track your order.
Q: How we measure the sex toys?
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.
Q: What is your return policy?
Because of the intimate nature of the items we sell, we are unable to return or exchange products unless defective. This is for the health, safety, and peace of mind of our customers. Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable, they are cannot be returned.
This includes, but is not limited to:
- vibrators and dildos
- douche/enema kits
- anal toys, beads and plugs
Q: How do I pay for an order?
A: To pay for your order on Sexpurple, follow the steps below:
1) Select the order and click the Buy Now button
2）Choose Paypal payment method on the checkout page
Q: What types of payment do you accept?
A: We accept the following payment methods:
Credit cards: VISA, MasterCard, Paypal, and American Express.
Interac: You can pay for your order online.
Please note that the cardholder must have access to online banking.
Q: I can’t track my order using the tracking number provided. What can I do?
A: If you can’t track your order using the tracking number provided:
Please contact our customer service department to confirm whether they have provided you with the correct tracking number. You can contact our customer service department using our instant messenger tool, chat with us or click contact us to send us messages.
Q: Why did my payment fail?
A: If your payment for an order has failed, please check it is not due to the following situations:
Card security code failed Please note that an incorrect card security code could cause payment failure.
Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.
Insufficient fund If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit. Please also make sure you have used a Visa or MasterCard personal credit card to finish payment because at present debit card or business card is unable to be supported.
Exceed limit Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.
Q: How can I cancel my order?
A: If you decide to cancel your order you can contact our customer service department and they will assist you in doing so.
Q: Why was my item/order canceled?
A: Your order had been canceled for the following reasons:
Item(s) became unavailable after your order was placed
Difficulty in processing your payment information Inability to ship to the address provided
If you have questions or would like to place a new order please contact us.
Q: What if I forget my password?
A: We can quickly email you a link to reset your password. Click here to go to the log-in page and then click “Reset Password“.
Q: When will I receive my refund?
A: The refund caused by order cancellation, refund agreement or Mediation will be processed instantly from sexpurple account. However, it may take 7-15 business days for it to display on your credit card statement.