F.A.Qs at nitetimetoys.com.com

Each item on our website has a constantly updating "In Stock" indicator. It is next to the item price and shows "Yes" if the item is currently in stock and ready to ship.

I want the exact item I order. Do you substitute products? [back]

No, we never substitute one product for another. (Please note that all manufacturers periodically make changes or improvements to products, so product packaging or minor product details could differ slightly from what we picture.) The brands and products we list on our website are the exact brands and products we stock, and what you order is what you'll receive.

Are your products "fresh"? How long until expiration? [back]

We manage our stock very carefully, to ensure that you always receive the freshest merchandise possible. We don't let manufacturers or distributors send us old inventory, and we won't send it to you.

With condoms and lubricants, of course, this is particularly important. Shelf life for these items varies greatly by manufacturer, but our stock typically has 2 to 5 years until expiration, and we try never to sell anything with less than 6 months remaining. If you'd like to know the current expiration dates on any item we stock, just e-mail us and we'll be happy to tell you.

What is your returns policy? [back]

All returns require prior authorization and must be made within 30 days of purchase. Brand new, unopened items may be returned for any reason. Opened or used items may only be returned if defective and will be repaired or replaced, at our discretion. For complete information, see our Returns Policy page.

What are "Nitetime Points"? [back]

"Nitetime Points" are our customer rewards program. Each purchase can earn you a number of Nitetime Points, and those points can be redeemed for a discount on a future purchase. For complete information, see our Nitetime Points page.

Can you get me an item that is not listed on your website? [back]

We stock hundreds of items and have access to many hundreds more, representing the vast majority of products in the industry. We are happy to special order items from any of our suppliers for you. For details and restrictions, see our Special Orders page.

I live near you. Can I shop or pick up my order in person? [back]

We do not have a retail storefront, and unfortunately we are not able to accommodate pickup of merchandise in person. We thank you for your understanding.

What credit cards and debit cards do you accept? [back]

We accept credit cards from Visa, MasterCard, and Discover, so long as the card was issued in the United States or Canada. If you have a debit or check card with the Visa or MasterCard logo, you can use it just like a credit card.

What is the 3-digit code on the back of my card? Why do you need it? [back]

Recent credit and debit cards have a unique 3-digit code printed on the back, in the signature panel (the box where you sign your name). This code was created specifically for use in Internet or telephone purchases, to provide an extra level of security.

By requesting this code and verifying it with the card issuer, we can be confident that the card is actually in our customer's possession. This greatly reduces the likelihood of a fraudulent transaction, protecting us as well as legitimate cardholders.

Do you take personal checks? [back]

No, we cannot accept personal checks. We are happy to accept a money order drawn on a U.S. bank, including U.S. Postal Service money orders, which are available at any post office.

Do you charge sales tax? [back]

We are based in the state of Rhode Island, and we are required to collect 7% Rhode Island state sales tax for all shipments to Rhode Island addresses. We do not collect sales tax on shipments to other locations.

What is the status of my order? [back]

We use e-mail to keep you updated on the status your order. We send an e-mail receipt when you first place your order, and we send another e-mail late on the day when your order ships (usually by 6 pm Eastern). This shipping notice e-mail will include any label number or tracking number that is available for your package. If we have any difficulty in processing your order, we will attempt to contact you by e-mail or telephone, as appropriate.

Why didn't I receive an e-mail receipt or a shipping notice e-mail? [back]

There are several reasons why you might not receive our e-mails:

If you gave us an incorrect or non-functioning e-mail address.
If your service provider or e-mail software thought our message was "spam," and blocked it, deleted it, or moved it to a "junk mail" folder.
If your order was not completed. There is a "Final Review" page at the end of the checkout process, and you must click the "Submit Final Order" button to complete your order.

Can I change or cancel my order? [back]

So long as your order hasn't yet shipped, you are welcome to change or cancel it. Please e-mail us with your request, or you may wish to call.

Will my order be packaged discreetly? [back]

Our shipments are always very discreet. We use only plain boxes and show our name only as "N.T.T." in the return address. For more information, see our Privacy & Security page.

What shipping method will you use for my order? [back]

We offer you a variety of shipping options from the U.S. Postal Service and FedEx, depending on what you order and where you are located. To see available options for your order, put the items you want into your shopping cart and click the yellow My Cart tab.

How much does shipping cost? [back]

Shipping costs vary depending on what you order, where you're located, and the shipping method you choose. To see available shipping options and rates, put the items you want into your shopping cart and click the yellow My Cart tab. Some orders are eligible for free shipping.

How does your FREE shipping offer work? [back]

If you purchase $50.00 or more in merchandise in a single order, then that order is eligible for free basic shipping. When you check out, the free shipping method will be chosen for you automatically (you can choose to pay for a different method, if you wish). Please note that the free shipping method could be U.S. Mail or FedEx, depending on what you order and your location. If the free method is FedEx, then you would have to provide a street address for delivery, since FedEx cannot deliver to a post office box.

When will my order ship? [back]

We ship all orders as quickly as possible, but the exact shipping date depends on a variety of factors, such as product availability, holidays, and the time of day when you place your order. To see the expected shipping date for your order, put the items you want into your shopping cart and click the yellow My Cart tab.

*Overnight orders for for Items which are "In-Stock" must be recieved by 12PM EST Mon - Fri, in order to ship same day. If you would like an order shipped overnight after the 12PM EST, please call customer service at (888)968-8697 and we'll do our best to accomodate your request.

When will my order be delivered? [back]

When you place your order through our website, our online shopping cart system will show you a delivery date. For First Class Mail, Priority Mail, and FedEx Ground shipments, the date shown is only our best estimate. Actual delivery could take longer. For FedEx 2-Day and FedEx Overnight shipments, delivery is expected on or before the date shown.

Some shipments may require a signature at the time of delivery. If no one is available to sign, the carrier may leave an attempted delivery notice with instructions for how to arrange re-delivery or pick-up of your package.

Why haven't I received my order yet? [back]

More than 99% of the packages we ship are delivered with no significant difficulties. If you believe your order is overdue, we first recommend that you use the tracking number or label number from your shipping notice e-mail to check the status of your package. It may just be that your package is still in transit.

If your package status shows "delivered" but you have not received it, there are several things you can do. (Over the years, we have had "missing" packages located in every one of these ways.)

Check with others in your household who may have received the package in your absence.
Check porches, unused entrances, unlocked cars, or other places where your package may have been left.
If your address is an apartment or other multi-unit building, check with the management or leasing office, the doorman, or the building superintendent, to see if the package was left with them in your absence.
Check with neighbors, to see if the package was left with them in your absence or was misdelivered.
If you have a deep mailbox, check to see if a small package or a parcel locker key has been pushed to the back out of reach.
If your package was shipped by mail, inquire with your post office or mail carrier to see if the package was taken back to the post office or left in a parcel locker without a key.
If your package was shipped by FedEx, call 1-800-GO-FEDEX with your tracking number to get help from a FedEx customer service representative.

If you did not receive a shipping notice e-mail, we may have had trouble processing your order, and it may not have been shipped. We would have tried to contact you by e-mail or telephone, but we may have been unable to reach you.

At any time and for any reason, you are also welcome to e-mail us for assistance. We will do our best to help resolve any delivery issues as quickly as possible.

When I track my order, why can't I see information or tracking updates? [back]

First, be sure you're using the exact number we included in your shipping notice e-mail.

For First Class Mail and Priority Mail shipments, the number we provide is a "Delivery Confirmation" number, not a true tracking number. (Actual "tracking" numbers are not available for shipments by mail.) It may take up to 24 hours before the confirmation number is active, and a typical package will only show two scan entries in the postal service computer system: one scan when we give the package to the post office, and a second scan when it is delivered. The lack of a delivery scan generally just means that the package is still in transit.

For FedEx Ground shipments, tracking information is typically not available until late in the evening on the day the package ships. (In some cases, information may not even be available until late on the following business day.) Please know that delays in tracking information availability do not affect our estimated delivery date.

For FedEx 2-Day and Overnight shipments, tracking information may not be available until late on the day the package ships.

I do not live in the United States. Can you ship to my country? [back]

We're sorry, but we are only able to process orders for delivery to U.S. addresses. (U.S. military APO and FPO addresses are fine, however.) Additionally, we can only accept credit and debit cards that were issued in the United States or Canada.

Is your website secure? [back]

Yes, our site is secure. All of your personal information (required at checkout) is protected with industry-standard SSL encryption for security. You can tell that the checkout pages are secure because your browser will show a "lock" icon, and the webpage location in your browser will start with "https://". For more information, see our Privacy & Security page.

Is it safe to use my credit card on your website? [back]

Yes, it is safe to use your card at our site. Our website is fully compliant with all security standards set by Visa, MasterCard, and Discover for acceptance of their cards. Additionally, our website is scanned regularly by an authorized third-party security service to ensure it is safe and secure. For more information, see our Privacy & Security page.

Will "NiteTimeToys.com" show on my credit card or bank statement? [back]

No, our name shows as "Amazing Networks LLC" when we make the charge to your card.

Why do you need my credit card billing address? [back]

"Address Verification Service" (AVS) is a security feature required by Visa, MasterCard, and Discover for online transactions. AVS simply verifies that the billing address you provide is the same as the address in your bank's records. This helps protect you — as a legitimate cardholder — and us — as a conscientious merchant — from fraudulent transactions. Your billing address is not used for any other purpose, and nothing will ever be sent to that address.

Will I get spam or junk e-mail if I order from you? [back]

No. Your e-mail address will be guarded with great care, and it will never be shared or sold. We do give our Members the option to receive a few Special Offer e-mails from us each year, but you can easily opt out of these if you choose to be a Member and do not wish to receive Special Offers. For more information, see our Privacy & Security page.

Will I get catalogs or advertisements in the mail if I order from you? [back]

No. We do not send our customers advertising through the mail, and your name and address will never be shared or sold to others. For more information, see our Privacy & Security page.

Will my personal information be shared or sold if I order from you? [back]

Absolutely not. Your personal information will never be shared or sold to others. For more information, see our Privacy & Security page.

How do I get off your "Special Offer" e-mail list? [back]

We send Special Offer e-mails just a few times a year, and we only send them to those customers who chose to become NiteTimeToys.com Members and who gave permission for us to send Special Offers.

If you no longer wish to receive our Special Offer e-mails, you can remove yourself from our list by clicking here. Use the "Change E-mail" option, and make sure the "Do not send offers" checkbox is checked.

You can also e-mail us with your request. Be sure to include enough information that we can identify your member account.

What does it mean to be a NiteTimeToys.com Member? [back]

Being a Member simply means that we maintain an account for you on our computer system, with a Member ID and password of your choosing. You must be a member in order to earn and spend Nitetime Points and to be eligible for our members-only Special Offers. You can become a member during checkout when you place your first order. More information is available on our Nitetime Points page.

How do I become a NiteTimeToys.com Member? [back]

To be a NiteTimeToys.com Member, you just need to place an order at our website and click the "Become a Member" button when we ask you during checkout. More information is available on our Nitetime Points page.

I forgot my password. Can you send it to me? [back]

For security, our system stores passwords in an encrypted format. So, we can't tell you what your current password is.

What we can do instead is reset your password for you. Just e-mail us your request along with your name, address, and Member ID. We'll e-mail you back with a temporary password and instructions on how to choose a new permanent password.

Also, please note that you do not need to delay an order just because you forgot your password. Just tell us about the problem in the Notes box during checkout. We'll make sure that your account is credited with the Nitetime Points for your order, and we'll be happy to apply any discount that you've already earned.

How do I change the password on my account? [back]

Using your Member ID and current password, you can choose a new password by clicking here.

How do I update the e-mail address on my account? [back]

Using your Member ID and password, you can update your e-mail address by clicking here. You can also update your e-mail address during checkout when you place your next order.

How do I update the physical address on my account? [back]

You can update your physical address during checkout when you place your next order. We do not use your physical address for any other reason, so it's not necessary to update it otherwise.

How do I change my Member ID? [back]

You can't do it yourself, but we'll be happy to change your Member ID for you. Just e-mail us your request, along with your name, address, and your old Member ID.

How many Nitetime Points do I have? [back]

Using your Member ID and password, you can check your Nitetime Points balance at any time by clicking here.

Your e-mail and paper receipts will show your current points balance, and if you have enough points for a discount, our system will also show you your points during checkout.

Do I have enough Nitetime Points for a discount? [back]

If you have enough points for a discount, our system will show you your available discounts when you check out.

The various discount levels and points costs are listed on our Nitetime Points page. Using your Member ID and password, you can check your points balance by clicking here.

How do I sign up for your "Special Offer" e-mail list? [back]

If you are a NiteTimeToys.com Member, you can update your account to receive Special Offer e-mails by clicking here. Use the "Change E-mail" option, and make sure the "Do not send offers" checkbox is not checked.

How do I get a printed catalog? [back]

Sorry, but we do not have a printed catalog available at this time.

How do I get free samples? [back]

We do not have free samples of products available. We try to stock smaller sizes of most products so that you can try them inexpensively.

Where can I find good information about sex and sexuality? [back]

Try the websites on our Sexuality Links page.