Refund policy

Effective Date: March 27, 2026

Last Updated: March 27, 2026

Our Approach

We want you to be genuinely happy with every order. If something goes wrong, we will make it right — within reasonable limits. This policy is designed to be fair to you while accounting for the realities of adult product hygiene and our dropship fulfillment model.

If you have any questions, contact us at support@showersexpress.com before returning anything.

1. What We Can Accept Returns or Refund Requests For

We accept refund or replacement requests for:

  • Items that arrive damaged (broken, cracked, shattered, non-functional)
  • Items that arrive defective (fails to operate as described upon first use)
  • Items that are incorrect (you received a different product than what you ordered)
  • Items that were lost in transit and never delivered (see Section 5)

We cannot accept returns or refund requests for:

  • Opened intimate products (vibrators, dildos, and similar body-contact devices) — this is a firm hygiene policy standard across the adult retail industry and is non-negotiable for health and safety reasons
  • Items you simply changed your mind about after opening
  • Items damaged due to misuse or use inconsistent with manufacturer instructions
  • Lubricants, personal care items, or consumables that have been opened or used
  • Items returned without prior authorization from us

2. Time Window

All eligible refund or replacement requests must be submitted within 30 days of your delivery date.

Requests submitted after 30 days will not be accepted, regardless of circumstances. We recommend inspecting your order promptly upon delivery.

3. How to Submit a Request

To initiate a refund or replacement request:

  1. Email support@showersexpress.com with the subject line: "Order Issue — [Your Order Number]"
  2. Include the following in your email:

- Your order number

- Your name and the email address used at checkout

- A clear description of the issue (damaged, defective, wrong item, etc.)

- At least two photographs clearly showing the issue — this is required to process your request. For defective items, a short video demonstrating the defect is helpful but not required.

  1. We will respond within 2 business days with next steps.

Do not ship anything back to us without receiving written authorization from our support team first.

4. How Refunds and Replacements Work

Our dropshipping model: Because we fulfill orders through US-based supplier warehouses, we do not maintain a physical return address. We are not able to receive physical returns at a company warehouse.

Here is how we handle each scenario:

Damaged or Defective Items:

Upon reviewing your photos and approving your request, we will either:

  • Issue a full refund to your original payment method, or
  • Ship a replacement item at no charge

You choose which you prefer. Approved refunds are processed within 5–7 business days. Replacements ship within the same timeline as a new order.

In most cases, you do not need to ship the damaged or defective item back. We will confirm this when we respond to your request.

Wrong Item Received:

If you received an item different from what you ordered, we will send the correct item immediately and arrange return or disposal of the incorrect item at no cost to you.

Unopened Items (Unopened and in Original Packaging):

If you wish to return an item that is unopened and in its original factory-sealed packaging, contact us within 30 days. We will review on a case-by-case basis and may issue a refund minus a restocking fee. Return shipping costs in this case are the customer's responsibility. We will provide a return shipping address when the return is authorized.

5. Lost or Undelivered Packages

If your tracking shows "delivered" but you have not received your package:

  1. Wait 48 hours — carriers occasionally mark packages delivered slightly early
  2. Check with neighbors and any building management
  3. If still unresolved after 48 hours, email us at support@showersexpress.com

If tracking shows no movement for 7 or more business days after your order shipped, contact us and we will investigate with the carrier.

We will replace or refund orders confirmed lost by the carrier. We are not responsible for packages stolen after confirmed delivery, but we will do our best to help.

6. Refund Timing

Approved refunds are returned to your original payment method. Processing time after approval:

  • Credit/debit card refunds: 5–10 business days (timing depends on your card issuer)
  • You will receive an email confirmation when your refund is issued

7. Chargebacks

We ask that you contact us at support@showersexpress.com before initiating a chargeback with your bank. Most issues can be resolved quickly, and chargebacks create unnecessary friction for both parties. Customers who initiate chargebacks without first contacting us may be subject to account restrictions.

8. Contact Us

Email: support@showersexpress.com

Response time: Within 2 business days