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Customer Satisfaction is our first priority. Should you need an exchange or return, please read below for direction.

Customer Returns/Exchanges

We do not and will not give satisfaction returns. All sales are final. We will exchange a product that is defective for the same item only.

At Castle Megastore, we are happy to help you in selecting the right item for you! To help you in your choices for purchasing decision, we include all the information that is needed. We include measurements for dimensions of the products on each product page. We also include information on the type of materials and colors on the each product page.

If you would like help or advice on selecting specific products, one of our Castle Megastore Representatives will be more than happy to assist you! Our representatives are available by phone, email or online chat. They are available Monday through Friday, 8am - 5pm MST. Messages sent via email or phone message, will be responded to within 24 hours or the next business day.

Everything we ship from Castle Megastore is brand new, just as we have received it from the manufacturer.

Given the nature of these products, we cannot and do not give returns if you are not satisfied with the product. Please select your purchase carefully.

All products are tested before they leave our warehouse, so that the item is working properly before leaving. In the event of a defective product, it can be exchange for the same item within 30 days of purchase, with proof of purchase, or for the duration of the manufacturer's warranty, whichever is greater. Items purchased at a Castle Megastore retail store must be accompanied by the sales receipt.

All returns and exchanges must be pre-approved, so please call or email or Customer Service Representatives for your return authorization. DO NOT send your product back without authorization from our Customer Service Department.

To process your defective exchange promptly, you will need to call or email our Customer Service Department and be approved for the exhange. Our representative will first help troubleshoot your toy to see if we can get it working again. If there is no result from the troubleshooting, then your item is indeed defective, we will email you a pre-paid return label, so that you are able to ship the item back to us.

When sending your item back, please make sure that it has been cleaned throughly. This is for the health and safety of our staff, any items that appear to over-used, older than purchase date, and are not cleaned properly will be refused for return or exchange authorization and will be returned to the sender.

When your package arrives, we will inspect the product and test the item. After confirming the item is defective, we will send you the a replacement of the same item immediately. In the event that we find that the item is not defective, we will send the item back to you.

For return or exchange authorization, you can reach us Monday through Friday, 8am - 5pm Mountain Standard Time by calling (855) SEX-TOYZ (739-8699) or via email at customerservice@castlemegastore.com. We will respond back to you within 24 hours or the next business day.

Non-Defective/Unwanted Product Returns by Mail

  1. The customer is responsible for the cost of shipping of non-defective/unwanted items back to us.
  2. Returns must be shipped back to the return address on the shipping label. The address can be found on the shipping label and/or the packing slip which came with the original shipment.
  3. Returns MUST include a note with the order number, the item being returned and the reason for the return.
  4. If you need your order number and/or the return address please contact us at 1-855-SEX-TOYZ.
  5. All refunds on unwanted returns will exclude the original cost of shipping.

*PLEASE NOTE: To ensure the safety and health of our customers we do not accept returns on items that may constitute a health risk or any item that comes into contact with ANY bodily fluid (saliva, semen, urine, blood, et al). Once these items leave our warehouse, we consider them to be used and non-resellable. These items include (but are NOT limited to):

  • ANY dildo or vibrator.
  • ANY enema kits.
  • ANY item that breaks the surface of the skin.
  • ANY item that is inserted into the mouth, penis, vagina or anus.
  • ANY harness/dildo combination.
  • We also DO NOT accept returns for soiled or washed merchandise.

LINGERIE

Does Castle Megastore Accept Returns on Lingerie?

We'll do our best to take care of you, but from time to time we cannot accommodate a return.

Castle Megastore does not accept returns of items that have been worn or subjected to destructive conditions. Items not returned in original condition are not eligible for refund, store credit, or exchange. In addition, Castle Megastore does not accept returns of:

  • Items that have been worn.
  • Items that have been laundered.
  • Items with tags removed.
  • Items that smell of cigarette smoke, body odor or perfume.
  • Items that have lotion or body glitter on them.
  • Items that have human & animal/pet hair on them.
  • Items that are soiled or stained.
  • Items not returned in original packaging.
  • Item due to dislike, quality, sizing, or color.

The above items that are not eligible for returns and will be returned back to the customer at the customer's expense.

We appreciate your business and look forward to being your Essentials for Lovers.