F . A . Q
HOW DO YOU SHIP?
ALIVE™ ship via UPS and USPS. Keep in mind that UPS does not ship to PO boxes. We provide shipping confirmation and tracking number via email the day your order ships. The cost of shipping is calculated when you check out, it is based on your zip code.
For more information, please read our Shipping Policy.
WHAT IS THE RETURN POLICY?
ALIVE™ buyers can return any unused masturbator with its packaging intact to us within 30 days of receiving it for a full refund or exchange.
To check your warranty record, please visit MY WARRANTY.
For further assistance, please click HERE to contact us. Our specialist will give you the necessary help and support.
Update: From 01 June 2020 onward, in order to prevent further spread of COVID-19, ALIVE™ do not offer refunds to any unwrapped & opened products.
CAN I CANCEL MY ORDER?
In most instances, your order is processed and shipped the same day so you get it quickly. There is no way to cancel an order once it has been picked up by our delivery partners. Please order carefully.
If an item is found to be defective within 2 years of purchase, you are eglible and covered by the qualified warranty program.
To check your warranty record, please visit My Warranty.
For further assistance, please click Here to contact us. Our specialist will give you the necessary help and support.
HOW DO I UNSUBSCRIBE TO THE NEWSLETTER?
You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter
HOW DO I RESET MY PASSWORD?
You can reset your password by clicking on Login / Register at the bottom of the any pages. Type in the email used to register your account and then click on reset password. Our system will guide you in resetting your password.
CAN I ADD AN ORDER TO MY ACCOUNT?
We cannot add orders to an account. You must be logged into your account while placing an order for information to be reflected on your account.
HOW DO BACKORDERED ITEMS WORK?
Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.
I WANT TO CANCEL MY ORDER BUT IT HAS ALREADY BEEN PICKED UP
Unfortunately we are unable to cancel your order once it has been picked up by our delivery partners. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order.
HOW CAN I CONTACT YOU?
Our office hours are as follows (excluding holidays) :
Mon - Fri
Sat - Sun
U.S.C. COMPLIANCE NOTICE
This site contains descriptions and images of a sexual nature and is intended for adult audiences only. By entering this site you confirm ou are 18-years of age or older; of legal age to view sexually explicit materials in your local jurisdiction; and wish to be exposed to such materials. We do not and will not knowingly collect information from any person under the age of 18 and must be over 18 to shop on our website.