Help & Info
Shipping & Delivery
- Use this section to outline your shipping policy. For example, this could include listing your shipping options or what happens if an order arrives damaged.
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Returns & Refunds
- About Shipping
Free Standard Shipping orders $99+, local couriers available: USPS, DHL, FEDEX, Australia Post
Delivery Time=Processing Time+Shipping Time
The time frame for order delivery is divided into two parts:
Processing time: Order verification, quality check, and packaging. All orders are sent to the fulfillment center for dispatch in 1-5 business days after the order is placed.
Shipping time: This refers to the time it takes for items to be shipped from our fulfillment center to the destination.
The following delivery time does not include processing time：
United States (Except Puerto Rico, Virgin Islands, Guam, Alaska, Hawaii, and Northern Mariana Islands )
Shipping Flats(7-12 business days) the order amount is less than $99
Free Shipping (7-12 business days) the order amount is above $99
Other countries/regions we ship to are Canada, Germany, France, Italy, Netherlands, Japan, South, Korea, Singapore, Israel, Australia, Uusi, Zealand, South, Africa, Anguilla, Aruba, Bahamas, Belize, Costa, Rica, Cuba, Dominica, Dominican, Republic, El, Salvador, Grenada, Guadeloupe, Jamaica, Martinique, Mexico, Montserrat, Netherlands, Antilles, Nicaragua, Panama, Saint, Lucia, Trinidad, And, Tobago, Albania, Andorra, Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech, Republic, Denmark, Estonia, Finland, Hungary, Iceland, Ireland, Isle, Of, Man, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Norway, Poland, Portugal, Romania, San, Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, Armenia, Azerbaijan, Bahrain, Bengal, Bhutan, Brunei, Cambodia, India, Indonesia, Iran, Iraq, Jordan, Kazakhstan, Laos, Malaysia, The, Philippines, Qatar, Saudi, Arabia, Thailand, Turkey, United, Arab, Emirates, Uzbekistan, Vietnam, Fiji, Niue, Norfolk, South, America, Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela, Kenya, Nigeria.
Standard Shipping (5-25 business days) the order amount is below $99
Free Shipping (5-25 business days) the order amount is above $99
Please note that your tracking information might not be visible on your account once your order leaves our warehouse since we need to receive this information from the courier and upload it to our system. However, if you cannot see your tracking number within 48 hours of placing your order, please contact us an email at service@desirvana.com
Note: We currently don’t support shipping anywhere except the countries mentioned above.
- About Tax
Shipments from all of our warehouses are delivery duty unpaid. Therefore, any and all customs or import duties are charged once the package reaches its destination country. If any, these charges must be paid by the customers. Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a package due to import duties or taxes.
We only charge taxes and fees for the following EU countries:
Germany 19.00%
France 20.00%
Italy22.00%
Sweden 25.00%
Denmark 25.00%
Netherlands 21.00%
Portugal 23.00%
Ireland 23.00%
Belgium 21.00%
Austria 20.00%
Spain 21.00%
Slovakia 20.00%
Czech Republic 21.00%
Estonia 20.00%
Bulgaria 20.00%
Hungary 27.00%
Slovenia 22.00%
Croatia 25.00%
Poland 23.00%
Malta 18.00%
Latvia 21.00%
Finland 24.00%
Romania 19.00%
Cyprus 19.00%
Luxembourq 17.00%
Lithuania 21.00%
Taxes and fees charged shall be interpreted by the EU organizations
- Return & Exchange Policy
We want you to be happy with your purchase from Desirvana and offer a 30-day return or exchange policy. If you aren’t satisfied with the product, please first contact us at service@desirvana.com to learn how to troubleshoot the problem. Be sure to include your order number and we will assist you as soon as possible.
Based on health considerations, returns are only accepted when items are brand new and unopened.
Returns & Exchanges Process:
Please contact us first, via customer service email: service@desirvana.com
We will provide our return address.
Please attach the order number, your email and return or exchange reasons on the return note, and ship it with your items together back to our warehouse.
We will process a refund or exchange within 7 workdays after we confirmed receiving your parcel.
PS: Please do not privately return the address on the package, contact us first before you return the parcel in case of unnecessary trouble.
Freight should be paid by your side and customs clearance should be included to avoid being stuck in customs.
Non-returnable & Non-refundable Products:
Sales and discounted items
Products that have been turned on or used
Underwear or adult products that have been opened
Receive items have been more than 14 days
Refund Processing Time:
We will process the refund within 7 workdays after we receive returned package.
Refund will be refunded to the card you paid. When you will receive the refund, depends on your payment method. (Paypal takes 24 tuntia, and credit cards take 15 business days to show a refund).
Exchange:
Unshipped orders: Please contact customer service to replace the products for you, customer service email: service@desirvana.com
Signed orders: the products must meet the returnable standards, please contact our customer service to get the return address.
Shipping Costs:
The postage depends on the logistics company in your area.
Freight, taxes, and insurance are not refundable.
Desirvana will not be responsible for any return or exchange costs.
No restocking fee is to be charged to the consumers for the return of a product.
If you have any questions or need more information about our return policy, please don’t hesitate to get in touch with us. Our friendly and helpful team will be able to answer any questions you may have. We’re here to help!
Customer Service Email: service@desirvana.com
FAQ
Here are answers to some of the most frequently asked questions about our products and services. If you have any additional questions not covered here, please feel free to contact us at service@desirvana.com. We’re happy to assist!
Yes, as long as they are made from body-safe materials such as medical-grade silicone or ABS and used according to instructions.
Most sex toys are made from silicone, ABS plastic, rubber, or stainless steel. Always check that the material is body-safe.
Use warm water and mild, antibacterial soap, or a dedicated toy cleaner. Be sure to follow the manufacturer’s cleaning instructions.
Some toys are fully waterproof (IPX7), while others are only splash-proof. Always check the product description for details.
Due to hygiene reasons, most retailers do not accept returns or exchanges on sex toys unless they are defective.
Most sex toy retailers ship items in plain, unmarked packaging to ensure privacy.
Yes, we offer a 30-day return and exchange service on all our products.
Yes, but make sure to use a compatible lubricant (e.g., water-based lube for silicone toys to prevent damage).