FAQs
We've partnered with Smile.io to reward you with Shag Bucks, that you can trade in for gift cards to use in the store.
How to Earn
- If your account is not already a member, sign up to the rewards program by clicking on the present box in the bottom left-hand of the screen
- Earn 1 point for every $ spent in the store
- Earn Bonus Points on select items
- Earn points for signing up to the Shag Bucks program, following us on Instagram on Twitter and (coming soon) reviewing products
- Refer a friend, and after they make a purchase both you and them will earn a $10 coupon - You can see a full list of ways to earn points by clicking on the present box in the bottom left-hand of the screen
- Complete reviews for us, and your products (look out for an email from reviews.io after your order is delivered)
How to Redeem
- Click on the Present icon on the bottom-left hand corner of our site and log in using the same email you use for ordering
- Click on Ways to Redeem, and you'll see the current options:
- 100 points for $1 off your order at checkout
- Look out for other reward options like free products, or % off coupons
Frequently Asked Questions
Do my reward points expire?
- No!
Who is eligible to earn or redeem rewards?
- If you can buy from the store, you can earn points!
You changed the program, what gives?!
- We're currently tweaking some of the settings of the program to find more ways to reward you (like adding in reviews) and may need to change some of the other options as we go, but our focus is on making it more rewarding, not less!
Why so many exclamation points?
- Why not!
We offer AfterShip Protection during checkout, which covers lost/damaged/stolen orders. The cost starts at $1.50 USD per $100 of order value and claims are usually processed within 2-3 days of all required information being submitted.
Please Note: Sometimes an order is marked as delivered, and may not show up for another 1-2 days, or may have been left at a parcel locker. You can check the tracking information on your order for any additional notes.
If you have an issue with your order, and your purchased AfterShip Protection, simply click the below link to start the claims process:
Submit a Claim
If you did not choose to purchase AfterShip Protection, you can still submit a claim through the carrier that your order was shipped through, however it will be up to their discretion as to whether they will cover your order, and it can take up to 3 weeks to be resolved.
Instructions for some of our carriers can be found at the following links:
- UPS
- FedEx
- USPS
- DHL
Once the carriers investigation is complete, and your package is confirmed as lost, we'll then either offer a refund, or replacement (if stock is available), if the carrier does not reimburse you directly.
We have a LOT of products for sale, and that an make it hard to compare different products that may appear to have similar features. To help with this, we've created our Brand Tier system. Each brand, and therefore product, is given a tier (Elite, Premium, Value) that will help you understand at a glance what to expect from the product.
Not all products in a given tier may follow these exact same criteria, but this should give you a good idea of what we look for when classifying a brand and their products. Also, please don't take this as an endorsement of one brand over another, this is a guide to help you compare products!
These are the best of the best. For toys, they have warranties of at least 1 year, a reputation for reliability and good customer service from the parent brand. They're also often on the cutting edge of dildo science, with features such as internet and app connectivity, quiet motors, and fancy materials.
For other products, such as lubricants or clothing, we're looking for premium materials and a longstanding reputation for quality.
Elite Tier products are generally, but not always, some of the more expensive products we carry.
These products are great, but may just fall short of Elite in one or more areas. For toys, we're looking for warranties of at least 30 days, up to 1 year. These products are reliable and represent a good balance between value for money, longevity, and a good assortment of features.
For other products, such as lubricants or lingerie, these are reliable staples that may not be made with the most exotic ingredients, but won't let you down.
Value products are on the cheap and cheerful end of the scale. Toys may have warranties of 30 days or less, and have very basic features and capabilities. We pride ourselves on not selling junk, so these products won't break if you look at them wrong, but don't expect to be leaving them to the grandkids in your will.
Think of these as good for experimenting with a new type of toy or play style, lingerie that you won't be sad if it immediately gets torn off you and destroyed, or things like lubricant that you won't feel sad about using up a whole bottle for some slippery massage.
After submitting an order, you have a short window where you can change your address. You can do this by clicking the 'View Order' link from the confirmation email, and then looking for an 'Update Address' button under your shipping address, that looks something like this:
If the 'Update Address' button is not visible that means your order has already gone too far along in our system, and so the shipping address cannot be easily changed.
Reach out to our support team and we'll see what we can do.
Because of the types of products we sell, for health and safety reasons we generally cannot accept returns of used items.
For full details of the different reasons for a return, and what your options are, please see the list below:
Defective Items
Contact us within 30 days of delivery and we'll work with you to figure out the best way to arrange a replacement. This will either be directly from us, or we may ask you to contact the manufacturer, as some manufacturers are able to offer faster or easier replacements based on their warranty. If you have a problem more than 30 days from the delivery date please reach out directly to the manufacturer to see what options you have under whatever warranty they offer. If you can't find their contact information let us know, and we'll find it for you.Changed Your Mind
Items that are still in factory packaging, unopened, are eligible for a refund if you contact us within 30 days of receiving your order. We may ask for proof that the item is unopened/unused, such as photos of factory seals, before approving the return. Any Shag Bucks earned as part of a purchase that is returned for a refund, will be void. If you have already used your Shag Bucks the equivalent dollar amount will be deducted from your refund. To start a return, click this link.TL:DR after submitting your order there is a small window where you can cancel your order, or update the address details. If you no longer see the option to cancel your order then you'll need to submit a return.
Our systems are wired up to process things fast. Like, really fast. Once an order is submitted it can be processed, packed, and put in a big container ready to go on a truck in minutes (depending on the time of the day).
Because of how fast things move that means there's sometimes only a small window to cancel an order. If cancelling is an option, you'll see it by going to the order confirmation page:
If you can't cancel, you can always submit a return. You can view our return policy, and instructions on how to submit a return, here: https://thehausofshag.com/policies/refund-policy