FAQ

These prices are too good to be true. Are these toys knock-offs/returns/refurbished?

Absolutely not! All our toys are brand new in the manufacturer packaging and 100% authentic. We have lots of happy customers to prove it. Check out our reviews here: www.resellerratings.com/store/Betweenthesatinsheets_com

So, why are our prices so much lower than others? We are a small company without the large overhead of other companies so we don’t have to pass that cost on to you.  Read more about our Authenticity Pledge here: http://www.betweenthesatinsheets.com/authenticity

Is shipping discrete?

All our orders are shipped in plain brown boxes. You won't see our store name on the return address for further discreet delivery. Our packaging in no way reveals the nature of its contents.

How much is shipping?

Shipping prices are calculated at checkout based on your location, the weight of your items and the delivery service you select. We offer a variety of USPS and UPS shipping services. To calculate shipping charges, place the items in your cart, and then enter your zip code. International customers should click “Proceed To Checkout” and enter their full address to calculate.

Do you have any coupon codes?

Not at this time. We keep our prices as low as possible so no promo codes are needed. We primarily keep our promo code box active because it is also used for electronic gift certificates.

Occasionally, manufacturers will run a sale that we can pass on to our customers. We highly recommend signing up for our mailing list to the left so that you are notified when we have these sales.

When will my order ship?

We make every attempt to ship all orders receive before 11:00 AM ET Monday -Friday the same day. All orders received after 11:00 AM ET will ship the next business day.

It does take some time for us to enter tracking numbers into our system and carriers can take up to 24 hours to update the package status in their systems. Tracking information will be sent to you within 24 hours of shipping.

99% of our orders go out on time, but there is a rare case where we cannot ship due to unexpected stock issues, severe weather or additional information needed from you. If we cannot ship your order on time, we will email you as soon as possible to let you know about the delay.

How can I track my package?

You will receive an email notification with a link to track your package as soon as we enter it from orders@betweenthesatinsheets.com. You can also track your package by logging into your account if you created a password at checkout.

While we try to get tracking numbers in as quickly as possible, it may take up to 24 hours after shipping. Carriers can also have delays in their system within the first 24 hours after a tracking number is generated.

Did my order go through?

When your order is completed, you should receive an emailed receipt from orders@betweenthesatinsheets.com. Be sure to add this address to your safe senders list so that you get this email and tracking notifications when your order ships.

If you don’t receive an email receipt, you can also log into your account to check the status of your order if you entered a password when you ordered.

How will I know when my order ships?

When your order is completed, you should receive an emailed receipt from orders@betweenthesatinsheets.com. Be sure to add this address to your safe senders list so that you get this email and tracking notifications when your order ships.

If you don’t receive an email receipt, you can also log into your account to check the status of your order if you entered a password when you ordered.

Can I return an item I purchased?

Yes! One of the things that sets Between the Satin Sheets apart is our 100% Satisfaction Guarantee. If your toy malfunctions or you simply do not like it, we are happy to take it back and issue a refund or store credit. The way we process a return depends on the product warranties and reason for return so please email returns@betweenthesatinsheets.com to request return instructions for your order. Include as much of the following information as possible:

  • The email you used when placing the order
  • Your order number
  • Date of purchase
  • Name as it appears on the billing receipt
  • The name of the product you are unhappy with
  • The reason you are not satisfied

Please note that we cannot refund money for rush shipping. Also, due to the ease of duplication, videos and dvds are only returnable if the original seal is still intact. If your dvd is defective upon opening, we will gladly replace the product for you.

How can I call you? Do you have phone support?

Remember when we said we were a small company with low overhead and that’s why our prices aren’t as high as other companies? Well, unfortunately this is one area we had to cut. Call centers are costly to operate and to keep our prices low, we simply can’t afford to staff one.

But, we promise we are super helpful by email! Just send us a note at orders@betweenthesatinsheets.com and we’ll get back to you as soon as possible. Or, you can try to catch us when we’re online using the Live Chat on the lower left hand side of the site.

Is the product I want in stock or on back-order?

Every effort is made to ensure that the inventory count is accurate in the system, but there will be times that an item is out of stock even when the web site doesn't say so. If this occurs, we will email you as soon as possible and give you the option to wait or cancel your order.

You can cancel a back-order at any time before the item is restocked by emailing orders@betweenthesatinsheets.com .Your back-ordered item will be shipped once the item arrives in stock.

Is my credit card secure?

We make every effort to protect your financial information. We utilize a reputable third party payment processor to charge your card. This means we never receive your credit card number and have no way of storing it.

We also use SSL encryption on our checkout pages to prevent third party access to your information.

How will the charge appear on my credit card or bank statement?

We try to be discreet with your payments as well.  When you checkout with a credit card on our site, the charge will appear from "BTSS Online" or "BTSS Pink Orchid" depending on the number of characters your financial institution displays.

How will you use my email and mailing address?

We will never sell your data to a third party or spam you. We may use your email and mailing address for marketing purposes but those messages will come directly from us.

We may also use your email address or phone number to contact you regarding your order.

If you do not wish to receive marketing emails, you can unsubscribe from our newsletter using the link at the bottom of the emails. This will not prevent you from receiving emails related to your order. If you do not wish to receive emails related to your order, please email us at orders@betweenthesatinsheets.com and request to have these removed.