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Castle Customer Service FAQ:


How do I shop online?

Shopping at Castle Megastore online is simple! Find a product you like by either navigating through the site's categories or by using the search bar at the top of the site. 

Once you've found something you want, add it to your online shopping cart by selecting your size and quantity, and then clicking 'add to cart'

 

How do I view my basket?

Click 'Shopping Cart' located at the top right of the site, above the search bar, and then click ‘view cart.’ All items you have selected will be available to view and edit, and a total will be calculated.

 

Can I add or remove items once my order is confirmed?

Unfortunately as our orders are dispatched very quickly, once the order has been confirmed we are unable to amend any order details.

 

Can I add a gift message or gift wrapping?

Sorry, we currently don't offer this feature.

 

Can I use Paypal as a payment method?

Sorry, we currently don't offer this feature, but it's coming soon so check back regularly!

 

Why has my payment been declined?

Your payment might be declined for a number of reasons, and your card issuer will be able to give you more details. You may have a restriction on your card that prevents you from purchasing adult products; again you should contact your card issuer to verify the restrictions on your card.

 

Can I change my billing address?

We are unable to change your billing address once your order is confirmed. Please note, your card must be registered at your billing address.

 

How do I apply my promotional code?

Enter your promotional code by navigating to your shopping bag in the top right of the website. Then type your code into the "Discount Codes" field and click 'apply coupon'. The discount will then automatically be deducted at checkout.

Orders must be placed before 23:59 on the expiry date of the offer.

 

Why won’t my promotional code work?

Please check the terms and conditions of the promotional offer and the validity period. If your order is eligible and is still not working please contact our customer service team at help@castlemegastore.com or at 1.855.739.8699.

 

Is the packaging discreet?

We understand that privacy is important to Castle Megastore customers. To insure your lovers secret is kept from your neighbors, children or even parents, we use the upmost discretion in packaging your order for shipment. All orders are sent with the non-descript return address name of "Dux Distribution" instead of "Castle Megastore". Products are mailed in a plain box.

Can I order by phone?

Unfortunately our customer service team would not be able to help you place an order by phone. But you can contact your nearest store who may have the item in stock. (link to store locator)

 

Can I ship an order to the store?

Unfortunately you cannot ship an order to a Castle store location. But you can contact your nearest store who may have the item in stock. (link to store locator)

 

For all store inquiries (hours, directions, item availability, etc.).

Please contact your nearest store. (link to store locator)

 

To learn about events Castle will be participating in.

To learn of any upcoming events Castle Megastore will partake in you can sign up for a Castle account here: https://www.castlemegastore.com/customer/account/login/ and you can ‘Like’ us on Facebook.

 

Returns/Exchanges:

Please refer to our Return Policy: http://www.castlemegastore.com/return-policy

 

Why didn't I receive a confirmation email? 

Some computers do not accept our emails due to the nature of our business. Please first check your junk mail inbox and if you still have not received it and you want your order ID # and more information on your order you may email us at customerservice@castlemegastore.com or call us toll free at 1(855) 739-8699 9:00am - 5:00pm MST (Mountain Standard Time U.S.).