FAQ & Shipping Info

Yes, most if not all items are packaged and shipped discretely with no mention as to what they contain or who they are supplied from (e.g. they may have a generic sounding company ‘from’ name, instead of BadPups). From other invasive people to simply protecting your privacy and interests, no matter your situation, we use discrete packaging to protect you.

What about items that won’t be discretely packaged?
Items that aren’t will have a notice on its product info page.

Shipping costs are calculated on our checkout page once you have items in your cart.

Shipping costs depend on your location, where our suppliers are, and what shipping company and shipping option (e.g. standard, priority, etc) you pick. Most of our suppliers are in the US, some are in the EU, or other countries.

Free shipping applies to orders over $150 (or the advertised amount shown elsewhere on our site) within the United States. Free shipping excludes heavy or special items. To get free shipping, make sure you select it at the checkout (it usually will autoselect for you).

Shipping costs are calculated on our checkout page once you have items in your cart.

After an order is placed, it may take up to 24-48 hours to be processed. After this time, you will get an email saying it has been shipped. Tracking information will be emailed to you later, if your order has tracking available. After your order has been shipped, the timeframes below can be used as guides on when it is planned to arrive:

For Sex Toys / Sex Items:

• Supplier locations: US

Domestic Shipping (within the US):

Times should be considered approximates as each delivery location varies. We do not guarantee shipping times.

• We offer the following methods: Standard (typically 5-7 Business Days), Priority (where available, options between 1 to 5 business days)
• We utilize the following carriers: FedEx, USPS, UPS, Ontrac, DHL

International Shipping (outside of the US):

Times should be considered approximates as each delivery location varies. We do not guarantee shipping times.

• We offer the following methods: Standard (7-12 Business Days), Priority (3-5 Business Days, where available), Express (1-3 Business days, where available)
• We utilize the following carriers: USPS, UPS, Fedex, DHL

For Clothing and other Items:

• Supplier locations: US (North America), and partnerships with suppliers in each major geographical region (South America, Europe, Oceania, etc)
• Location matching: We will find the closed supplier to your location, however not all of our suppliers products all the same products, so some parts of your order may come from another supplier (and therefore come in a separate box and take longer).

Shipping (any location):

Times should be considered approximates as each delivery location varies. We do not guarantee shipping times.

• We offer the following methods: Standard (typically 12-18 business days), Priority (where available, options between 7 to to 14 business days). Each item can vary – bigger items or more custom items take longer!
• We utilize the following carriers: USPS, UPS, Fedex, DHL, and others

Backorders and out of stocks:

If you order an item out of stock we will let you know, and notify you when it’s back in. Timeframes for this vary on each store item.

We ship internationally.
If you are unable to ship to your specific location, there will be a notice on an item’s product page or during the checkout process.

Once you have placed an order we will email you with a tracking link for your delivery.

If you are not sent one, either no tracking is available, or we will send it to you manually. More or specific tracking information may also be available direct from the shipping company’s website (e.g. UPS).

[in the future, we plan to add a direct delivery tracking page link here]

Issues tracking your package(s):

• Some parts of the delivery process may not be trackable. This depends on each shipping company’s process to handle packages.
• There may not be tracking available for your delivery. This depends on the shipping class (e.g. Standard, Priority, etc), and the shipping company used.
• If you are having trouble with tracking your delivery, first contact that shipping company to see if they can find it for you. If you still have issues, Contact Us. Be aware we do not handle delivery directly and will only be able to rely and provide you with information from our suppliers and shipping companies.
• If your package was lost, stolen, or damaged – see the below relevant sections.

Issues getting package(s) to your address:

• Make sure your name, address, phone, email, and other details you put on your order were correct. If they are not, Contact Us. You may also need to contact the shipping company to update your details or find your delivery.
• If you have not received your item, first contact the shipping company to see where it is and if they delivered it. If you still have issues, contact their support department. If you live in a shared house, apartment building, or other shared residence or with many residents it is possible it was delivered to the wrong person, a roommate, someone else on your behalf, or returned to the post office nearby as it could not be left at your address. Check with the shipping company to find where your delivery is.
• If you’ve never received your item, and its been more than 30-60 days (depending where your item is shipped to and where it originated from), Contact Us.

My package/items got lost/never arrived:

⚠️ It is important to know that the seller (BadPups) is not usually responsible for lost packages (depending where/how it got lost). BadPups packs and passes the item(s) to the carrier, the delivery company (carrier) ships the item(s) to you (safely), and you are responsible for providing a safe and secure place to collect them. If they are left at the front porch, or shared mail room, or other open spaces, they could be at risk of being moved or stolen. If your package(s) were lost in transit however, you can typically contact the shipping company to report the lost package(s), and contact us (BadPups) to see if we can obtain a refund or replacement for you in collaboration with our delivery partners and suppliers, if they are determined to be at fault – be aware each case may vary. BADPUPS IS NOT A MULTIMILLION DOLLAR COMPANY AND THEREFORE CANNOT ALWAYS REPLACE OR REFUND ITEM(S) AT OUR COST, unlike Amazon.

1. Make sure that each of your items were expected to arrive. If you order multiple items, they may come in separate packages (e.g. clothing and sex items are packaged and shipped separately). Make sure you checked the order updates we email out to you for your items to learn if you should expect multiple packages or just one package for your order.
2. Check the status for the item(s) you ordered from the tracking links provided to you via email updates from us. If you didn’t get these emails, check your spam/junk folder, or contact us to get the emails/tracking info resent to you.

If your item(s) are lost in transit:

1. 1. If your item(s) have not arrived past their latest arrival date from the tracking link(s) provided to you, contact the carrier to report your lost package(s).
      1. Report lost USPS packages: https://www.usps.com/help/missing-mail.htm
      2. Report lost UPS packages: https://www.ups.com/us/en/support/file-a-claim.page
      3. Report lost FedEx packages: https://www.fedex.com/en-us/customer-support/claims.html#singleclaim
      4. Report lost packages from another carrier: Search Google or that carrier’s website for terms like ‘lost package’ to bring up information. Typically the process is you file a report of your lost packages, and those companies investigate.
   2. After you have made your reports, wait to see if there are any results from the carrier’s investigation. If yes, you can arrange to collect your package(s). If they don’t find it, we might be able to offer a replacement with a discount for you – each case may vary. Contact Us. Note: Be aware that if you are repetitively facing lost items to your address, you may be limited with what we can do for you.

If your item(s) are marked as ‘delivered’ but you haven’t got them:

1. If you live in an apartment complex, shared housing, or with others – ask around to see if anyone has accidently collected your package or has taken it to keep safe/give to you.
2. Check to make sure it wasn’t delivered to the wrong unit/apartment/address – check neighbors and nearby locations.
3. Check to make sure it wasn’t delivered to the local post office. This may happen but not update on the package tracking page or it may be delayed to update. We suggest you call your local post office to check.
4. If all those options don’t help, refer to the below section on stolen deliveries:

My package was stolen:

⚠️ It is important to know that the seller (BadPups) is not responsible for stolen packages. BadPups packs and passes the item(s) to the carrier, the delivery company (carrier) ships the item(s) to you (safely), and you are responsible for providing a safe and secure place to collect them. If they are left at the front porch, or shared mail room, or other open spaces, they could be at risk of being stolen. You should aim to be around to collect your item(s), or have someone else, OR have your item(s) sent to a local post office or secure pickup location if you are concerned about theft. If you are planning on getting your item replaced (at your cost), it is recommended to get it shipped to a secure or alternative location if possible, in case it gets stolen again. BADPUPS IS NOT A MULTIMILLION DOLLAR COMPANY AND THEREFORE CANNOT REPLACE OR REFUND ITEM(S) AT OUR COST, unlike Amazon.

If you believe your delivery was stolen (your delivery is marked as ‘delivered’ but you haven’t gotten it):

1. If you live in an apartment complex, shared housing, or with others – ask around to see if anyone has accidently collected your package or has taken it to keep safe/give to you.
2. Check to make sure it wasn’t delivered to the wrong unit/apartment/address – check neighbors and nearby locations.
3. Check to make sure it wasn’t delivered to the local post office. This may happen but not update on the package tracking page or it may be delayed to update. We suggest you call your local post office to check.
4. Submit a report to the carrier (the delivery company):
   1. Report stolen USPS packages: https://faq.usps.com/s/article/Mail-Theft#reportmailtheft 
   2. Report stolen UPS packages: https://www.ups.com/us/en/support/file-a-claim.page
   3. Report stolen FedEx packages: https://www.fedex.com/en-us/customer-support/claims.html#singleclaim
   4. Report lost packages from another carrier: Search Google or that carrier’s website for terms like ‘stolen package’ to bring up information. Typically the process is you file a report of your stolen packages, and those companies investigate.
5. After you have made your reports, contact the police to file a report for your stolen package. Any security camera footage or other details for investigation can assist your case for the police, or at the very least help create or add to records of stolen mail at your address (which all info helps)!
6. If you are planning on having your item replaced or order future item(s) from us or others in the future, consider changing the delivery arrangements for future deliveries (i.e. a different address, sent it to your local post office instead, have it delivered during a certain time, to a friend, to a parcel locker, etc). For example, FedEx offers holds on your mail and other delivery options: https://www.fedex.com/en-us/delivery-manager/how-to-prevent-stolen-missing-packages.html
7. We don’t replace or refund you for stolen items as it was not part of our process that caused the issue. While this sucks, the person at fault is ultimately the thief or shipping company for not securely/safely delivering your package(s). As an alternative option, we might however be able to offer a replacement at a discounted price – each case may vary. Contact Us. Note: Be aware that if you are repetitively facing stolen items at your address, you may be limited with what we can do for you.

My package/items are damaged:

Before you open it:

• Take photos and Contact Us. Don’t open it yet. We will ask you to video you opening the package to show it was damaged from the start and to see if the product is working / damaged or not. We ask you to do this to show it was not your fault.

If you already opened it:

• Contact us before you do anything else. Let us know you opened it. We might still provide you with a replacement or refund, depending on your circumstances. See our Refunds and Returns Policy for more information.
• If your item was damaged, see our Refunds and Returns Policy for how we can help.
• If your item doesn’t work (i.e. defective), make sure you have first checked the instructions for operation. If you have done this and the product is indeed defective, see our Refunds and Returns Policy for how we can help.

Complaints about the shipping, delivery, or tracking process:

We are limited by the information provided by shipping companies, and at times some packages may get damaged or broken or never arrive. While we aim to keep this non-existence, rare situations can occur.

• For delivery damage or other related complaints: Complain to that shipping company’s customer service department. They may offer compensation.
• For tracking complaints (such as you can’t track your delivery): First contact that shipping company’s custom service department. Then, Contact Us. This helps us see if we need to change the shipping options or our suppliers if they are not providing a great service.