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FAQ

Question: How will the billing/charge information appear on my bank statement?

Answer: We utilize PayPal and CC processing for discreet billing

Question: Do you offer returns/refunds?

Answer: Yes! Please read our RETURNS policy.

 Question: Why do you need my e-mail and phone number?

Answer: It is very important for you to provide the correct information for a couple of reasons. First and foremost let us reassure you that we do not share this information with anyone unless it is directly related to your order (such as providing contact info to UPS). A correct e-mail address is necessary for you to receive any updates and/or tracking information regarding your order. A correct phone number is necessary when UPS is having a problem delivering your package (they have no knowledge of its contents). Also, occasionally, we receive an order which requires additional information to be confirmed by the purchaser in order for it to ship. We generally choose to e-mail our customers realizing that you may not want to discuss your order over the phone, however, if we do need to call you it is only out of necessity. Rest assured that the conversation will be as discreet as possible with no direct reference made to the items in your order.

Question: Do you offer free shipping?

Answer: Yes! In addition to our everyday low prices, free shipping is offered on orders totaling $75 or more. Free shipping is via ground service only and is good for U.S. orders only. Certain larger items such as Liberator and others do not qualify toward free shipping on their own and a flat rate shipping charge will apply accordingly. However, adding these items to your cart will contribute to your total towards free shipping if you are also purchasing other items. Additionally, there are select items which are less than $75 which will qualify for free shipping on their own - these are indicated by the Free Shipping icon which appears on that individual product’s page. Ice Hot Inc reserves the right to select the shipping method for items qualifying for “Free Shipping”. Your item may ship UPS Ground, FedEx or USPS regardless of the method displayed during your checkout. If you would like to pay for expedited shipping, please choose the desired option at checkout.


Question: Why can’t all items ship to a PO Box?

Answer: Certain products we feature are shipped directly from the manufacturer’s warehouse. In these cases we must ship in the manner offered by the individual warehouse. For instance, Liberator only ships via UPS so a physical address is necessary to fill these orders. 


Question: I got an e-mail with my tracking information, why is it not tracking yet? 

Answer: Usually tracking numbers will register at the end of the business day once the carrier has picked up and scanned the package, but sometimes it can take up to 24 hours for the package to register. USPS Priority Mail is notoriously slow at updating their tracking information but pretty quick at delivering packages - often you will receive your package even before it tracks online! 

There’s always the slight chance that the wrong tracking number got plugged in - if, after 24 hours, your package still does not track let us know and we’ll gladly research the issue. 


Question: I just placed an order for an item that looked like it was in stock, why am I now being told it is out of stock?

Answer: We have striven to bring you a wide variety of products and while Ice Hot Inc houses the majority of the products we carry - our inventory is not in “real time”. What that means is that products are not removed from inventory as they are being ordered. This is because we have access to several warehouses and vendors across the country and often if something is not in stock in the Ice Hot Inc warehouse we are still able to source it elsewhere and fill your order. If there is ever an instance when your order cannot be filled within our 48 hour commitment, we will cancel and refund that part of your order. If viable alternatives are available, we may suggest another product. On occasion, an item is just not available from any of our sources either because of a production issue or a discontinuation. In these cases we will notify you immediately and refund your order in full. Examples of items which are sourced directly from the manufacturer are Ellie Shoes, Lingerie and Liberator items, among a few others.

Question: If my item is out of stock will it be backordered?

Answer: While we do our best to fill your order as expediently as possible there are occasions when an item may not be available. We will notify you immediately and cancel and refund that part of your order or give you the opportunity to select an alternate item. If you would like to be notified once the item becomes available again, just let us know and we will contact you via e-mail when the item is back in stock.

Question: I just took my toy out of the box and it looks kind of dusty and dirty - what’s up?

Answer: First let us reassure you that all of our products are brand new and originate directly from the manufacturer. We do not accept returns on non-damaged novelties so there is never the chance for you to get a “returned” toy. Many of our products, especially the higher end items, are hand packed so naturally a little dust and perhaps even a fingerprint may be on your toy! We highly recommend that you thoroughly wash all novelty items before use. Usually warm water and mild soap will do the trick although you need to be sure not to damage any mechanical parts by getting them wet. There will likely be cleaning instructions with your toy; it is recommended that you follow these directions carefully before and after each use. This will ensure your health and a long life for your toy. 

Question: Can I make changes to an order that shows “In Progress”?

Answer: Generally speaking, no. Once an order’s status is placed "In Progress" it is very difficult to make changes especially once it has been in the system for 24 hours or more. Orders move very quickly through the warehouse system, even on the weekends. If we are able to successfully cancel your order, a 5% re-stocking fee may be applied. If we are unable to cancel the order and other return arrangements are made, the original shipping charges are not refundable. The customer will be responsible for any shipping charges to return the package back to us.

Question: Do you offer a “Satisfaction Guarantee”?

Answer: No. Sex toys are not a “one size fits all” item. What knocks the socks off of one person, may just be “meh” for another. But that’s part of the fun - finding out what makes your toes curl and exploring the mysteries of your body. If you are really uncertain about what to purchase, do some research. 

Question: Do you ship internationally?

Answer: It is done on case by case basis, contact us via email, facebook or twitter for each individual order. Additional shipping charges will apply.

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