For your convenience, we've provided answers to some of our most-asked customer service-related questions below. If you don't find what you're looking for here, please click here to contact us. We'll be glad to help out.

1. All information is secure.
When you place orders, we provide the use of a secure server. The secure server software (SSL) encrypts all information you enter before it is sent to us. And all customer data we receive is protected against unauthorized access.

We do not distribute, sell, or rent your name or personal information to any third party, and will never do so without your permission. This includes any e-mail addresses or mailing addresses that you provide. When you place an order, your mailing address is for shipping use only.

2. What methods of payment do you accept?
We currently accept the following forms of payment: Visa, MasterCard, American Express, Discover and PayPal. We are unable to accept checks, cash or money orders.

3. Why do you need my e-mail and phone number?
It is very important for you to provide the correct information for a couple of reasons. First and foremost let us reassure you that we do not share this information with anyone unless it is directly related to your order (such as providing info to the carrier). A correct e-mail address is necessary for you to receive any updates and/or tracking information regarding your order. We do not share your e-mail address with any third parties that will send you unwanted or spam mail. Your e-mail address used to contact you online is used solely for use between you (buyer) and DearRabbits to respond to any inquiries regarding orders or products and to comply with any requirements of law i.e.: verification for suspected fraudulent activities. We generally choose to e-mail our customers realizing that you may not want to discuss your order over the phone, however, if we do need to call you it is only out of necessity. Rest assured that the conversation will be as discreet as possible with no direct reference made to the items in your order.

4. Why haven't I received my order confirmation/dispatch e-mails?
Whenever you place an order with us, a confirmation e-mail is sent to you with details of the order you have made. As soon as your order is dispatched, a second confirmation e-mail is sent to you indicating that your order is now in its way to you. If you have not received these e-mails, it is possible they may have been caught in your spam mail folder. It is advisable to look through your spam mail and see if your confirmation e-mails have appeared there, as you can then make adjustments to ensure that they come through to you without issue in the future. It is also possible that there may have been some sort of error with your confirmation e-mails not reaching you, either because of server issues or problems in transit. If in doubt as to the status of your order click on "Order Tracking" and enter the required information. If you are unable to look up your order e-mail us at info@dearrabbits.com.

5. How will the billing/charge information appear on my bank statement?
The charge will appear as DearRabbits., which is our corporate name.

6. Can I make changes to my order?
Generally speaking, no. Once an order's status is "Processed" it is very difficult to make changes especially once it has been in the system for 2 hours or more. Orders move very quickly through the warehouse system, even on the weekends. Please contact us immediately via e-mail at info@dearrabbits.com. Sending us an email, or using the contact form is the fastest way to contact us. We are unable to add any items to an existing order.

7. Can I cancel my order?
Generally speaking, no. Because our orders process very quickly once submitted, we are unable to cancel, change your address or shipping method or modify an order that you have already placed. Please order carefully as we cannot promise that your order will be canceled if requested.

8. I just took my toy out of the box and it looks kind of dusty and dirty - why?
First, let us reassure you that all of our products are brand new and originate directly from the manufacturer. We do not accept returns on non-defective Sex Toys so there is never the chance for you to get a "returned" toy. Many of our products, especially the higher end items, are hand packed so naturally a little dust and perhaps even a fingerprint may be on your toy. We highly recommend that you thoroughly wash all novelty items before use. Usually warm water and mild soap will do the trick although you need to be sure not to damage any mechanical parts by getting them wet. There will likely be cleaning instructions with your toy; it is recommended that you follow these instructions carefully before and after each use.