Quick answers to the questions we hear most. Still stuck? Send us a message and a real human will get back to you.

Orders & shipping

Is my order discreet?

Always. Every order ships in a plain box, and billing shows up under a neutral name. What you ordered is your business.

How fast do you ship?

We pack and ship orders within 1 to 2 business days, Monday through Friday. As soon as your order is on its way, you get a tracking email.

How long will delivery take?

U.S. standard shipping takes 3 to 7 business days, and expedited takes 1 to 3 business days for an extra cost. International orders take 7 to 21 business days depending on the country, and any customs or import fees are paid by the buyer. Exact rates show at checkout.

Do you offer free shipping?

Yes, on orders of $149 or more.

How do I track my order?

Use the tracking link in your shipping confirmation email. If you have not received it within 3 business days of ordering, contact us with your order number.

Changes & cancellations

Can I cancel or change my order?

Reach out right away through our contact page with your order number. If your order has not been processed or shipped yet, we will do our best to help. Once an order has shipped it can no longer be canceled, but it may still be eligible for a return. Preorders, limited-edition items and promotional orders cannot be canceled once placed.

I made a mistake on my order. What now?

Wrong size, color or address? Message us as soon as possible and we will do everything we can to fix it before your order ships.

Returns

What is your return policy?

You have 30 days from your purchase date to return eligible items. Lingerie must be unworn, with tags attached, in its original packaging. Everything else must be unopened, in its original sealed packaging, with all parts, cords and accessories included.

Why can't I return an opened product?

For everyone's health and safety, once an intimate product is opened it is considered used. We never resell intimate products, period. It protects you, our team and every customer who shops with us.

How do I start a return?

Email us at support@itscassidybybeeshop.com within 30 days of purchase. Pack the item securely and ship it back; return shipping is paid by you. Once we receive and inspect it, we issue store credit for the purchase amount. We offer store credit rather than cash refunds. Full details are in our refund policy.

My order arrived damaged or defective.

We are sorry. Email us at support@itscassidybybeeshop.com within 7 days with a photo of the issue and we will make it right.

Products & privacy

How do I choose the right product?

Start with our best sellers, the products customers come back for most, or browse our guides for honest, plain-language advice. Not sure? Ask us. Nothing is too awkward.

How do I clean and care for my toys?

Wash toys before and after every use with warm water and mild soap or a dedicated toy cleaner, let them dry completely and store them somewhere clean. Always follow the care instructions on each product page.

Is my information kept private?

Your order stays private: the box is plain and billing shows under a neutral name. For exactly how we collect and use personal information, read our privacy policy.

Still have a question?

We are here to help. Send us a message or email support@itscassidybybeeshop.com and we will get back to you as soon as we can.