Shipping & Return Policy

How to check my TRACKING NUMBER ?

SexToy2u usually update order status AFTER 9:30 pm on the date of post out and you will be notified via email when your order is updated with tracking number & other delivery information. Please follow the steps as below to retrieve your tracking number for your order:

1. Log in to your account
2. Under ‘My Account’, select ‘My Orders’, select ‘Order Shipments’. In the ‘Order Shipments’ section, you are able to view your ‘Tracking Number’.

How to TRACK MY PARCEL?

Online shipment tracking:

- PosLaju : https://www.poslaju.com.my/track-trace-v2/

- DHL : https://easyparcel.com/

- JT Express : https://www.jtexpress.my/track


Shipping Methods

Pos Laju / DHL

# Notes of delivery :-

Please expect the delivery within NEXT 2 - 3 working days from the date of post out, any time before 6:00 pm.

SexToy2u can't promise the exact date & time of delivery as it's all depending on the courier's arrangement. Unexpected delays of delivery may happen occasionally by the carrier.

Please follow up the delivery with the courier company (not SexToy2u) by calling them or online tracking at their website if you still don't receive your order within 5 - 7 working days from the date of post out.

SexToy2u will not be responsible for any delivery problems or delays due to incorrect or incomplete of delivery address given by the customer. The customer shall be responsible for the cost to resend the package that is undeliverable and returned by the courier service.

# Fee On Returned Parcel Due To Non-Acknowledgement / Non-Collection / Incorrect or Incomplete Shipping Information :-

Should your parcel not delivered, courier companies will require you to do self-collection at their branch. This is a very standard procedure and normally you will be given 7 working days to collect your parcel. Please bring along the original Shipment Tracking Document sent to you by PosLaju if you need to self-collect for your parcel.

If your parcel was returned due to non-collection/acknowledgment, incorrect/incomplete shipping information that registered by customer or parcel refused by the customer upon delivery, SexToy2u do charge a FEE of RM10 if you want SexToy2u to resend the parcel again for parcel below 2kg.

As for parcel above 2kg, please refer to the Shipping Rates Table. Refund is not acceptable as goods sold are not refundable.

Same Day Delivery:

J&T Express

# Notes of delivery :-

This delivery service only available in Klang Valley area.

RM30 will be charged on buyer for the Same Day Delivery service

The cut-off time for this service is 3pm daily. Same Day Delivery service will not be available for any order placed after 3pm.

The tracking of this service is available in this link: https://www.jtexpress.my/track

Shipping time / When can I receive my order ?

SexToy2u post out the order within 1 - 2 working days upon receipt of payment. Standard delivery time is 2 to 3 working days via courier service. SexToy2u post out orders from Monday - Friday.

All orders with in-stock items will usually dispatch/post out the same working day (Mon - Fri) if payment is notified & received or cleared (IBG/GIRO) before 11:00 am. The shipping/tracking number will be given in the evening (usually, after 9:30 pm).

Please expect the delivery within NEXT 2 - 3 working days. Order & payment that is notified, received or cleared after 10:00 am, SexToy2u will arrange to post out the NEXT working day.

What is the standard postage/delivery charges ?

SexToy2u do provide free delivery for all orders in West Malaysia (WM) for orders above RM50 and below 2kg. For parcel above 2kg, kindly refer to the Shipping Rates Table.

However, SexToy2u do charge a fee according to the Shipping Rates Table for delivery to the East Malaysia (EM - Sabah, Sarawak & Labuan; PosLaju Only)

Notes :
Additional delivery charges may apply to those heavy & bulky packages (ex: doll & realistic vagina with total weight above 2kg). Please refer the product's page for more information about its delivery charges.

Shipping Info

1. Order of purchase below RM50 will applied a surcharged of RM10 for West Malaysia; RM15 for East Malaysia. This only apply on parcel below 2 kilogram.
2. Order of purchase below RM50 will applied a surcharged of RM10 for West Malaysia; RM15 for East Malaysia. This only apply on parcel below 2 kilogram.
3. Order of purchase above RM100 and below 1 kilogram can enjoy FREE DELIVERY to East Malaysia (excluded Labuan) for parcel below 1kg.
4. Same Day Delivery only available in Klang Valley area. RM30 will be charged on buyer for the Same Day Delivery service. The cut-off time for this service is 3pm daily.
Note: Available on Week Day and Non-Public Holiday Only. As for parcel above 2kg, please refer to the Shipping Rates Table.

West Malaysia
1 – 1.99kg RM10 DHL / Poslaju
2 – 2.99kg Rm13 Poslaju
3 – 4.99kg Rm15 Poslaju
5kg RM19 Poslaju
6kg and above Contact SexToy2u
East Malaysia 0 – 0.99kg RM15 Poslaju
1 – 1.99kg RM23 Poslaju
2 – 2.99kg RM40 Poslaju
3 – 3.99kg RM49 Poslaju
4 – 4.99kg RM60 Poslaju
5kg and above Contact SexToy2u

My package held in customs? What should I do ?

There is a probability of your packages may be delayed due to customs clearance (delivery from West Malaysia to East Malaysia). In this case, it is beyond SexToy2u control whether your package is held or delayed in customs or not.

By placing an order with SexToy2u, you have acknowledged to bear the risks that your package may be held at customs and SexToy2u will not be held responsible for any lost, stolen or confiscated of packages once they have reached customs. "Buy at your own risk".

SexToy2u cannot be held responsible for packages held in customs. Therefore, it will be the customer's responsibility to claim and recover packages from customs and pay any additional customs fees, duties, additional taxes, and any other encumbrances incurred from the shipping of the products.

Return Policy

SexToy2u will check all products and ensure they are in good condition before send them to you. When you receive your parcel, please do an immediate check on product to make sure product is functioning.
All items (ex, electronic-function products) are checked thoroughly in working condition before SexToy2u dispatch out.

SexToy2u are unable to offer an exchange or return of products for the change of mind on sex toys simply due to health & hygiene reasons. Kindly choose well before you buy.

However, if you feel that your product is manufacturing faulty, do notify SexToy2u within 24 hours through (017-590 1398) WhatsApp / Wechat / SMS / phone call from the date you receive your product. SexToy2u will advise you accordingly.

Items Applicable for Return

Incorrect products: Products shipped are mismatching on what you've ordered.

For faulty products, SexToy2u offer a 24 HOURS REPLACEMENT WARRANTY, from the date you receive your product. SexToy2u do not offer a satisfaction guarantee on any of the products, however through our high level of customer service, SexToy2u will always endeavour to keep our customers happy and satisfied.

If your product is faulty, it will be replaced with an identical product. If SexToy2u cannot replace the product, SexToy2u will offer you the option of choosing another product of the same value or provide you with a refund for the total value of the faulty product.

Please note that standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 7 working days from the date SexToy2u receive the faulty product.

Items Non-applicable for Return

Customer changes one's mind of the item.

Customer induced fault or damaged (ex, user's fault ex, mishandling, dropped, misuse or improper application of the products, etc.)

Note, all electronic-function products are batteries-tested & checked thoroughly in working condition before dispatch out. SexToy2u reserves the right to conclude if the damage is induced by manufacturer or user's fault.

Check the package/parcel condition before signing & receiving it. Do not receive it if parcel's packing is obviously broken, severely dented or any damages with impacted marks. SexToy2u will not responsible for any damages if the parcel's packing is obviously broken, severely dented, damaged with impacted marks are found after signing & receiving from the courier.

Other criteria for item non-applicable for return:
1. Dirt cause by food and drinks.
2. The tag was removed and wore item.
3. Any alteration was done to the product.
4. Exposure to too high or too low temperature.
5. Product's colour is not as expected. (Colour: Not Fix)
6. Incorrect storing method, i.e. in the damp environment.
7. Any product returned with incomplete packing and accessories.
8. Any exchange is done without contact SexToy2u’s customer service.

Deadline for Return

Must report immediately (WhatsApp / Wechat / SMS) within 24 hours upon acceptance of delivery. Therefore, it's important to check or battery-test your item(s) once you've received it.

We will explain the return procedure through (WhatsApp / Wechat / SMS) within 7 days of reporting.

All manuals and accessories that come with the product must be included and returned back to SexToy2u in their original packaging & condition. SexToy2u come back to you within 7 days upon receiving the return products.

SexToy2u reserves the right to conclude if the damage is induced by customer fault or not.

If you have any questions concerning SexToy2u’s shipping & returns policies, please write-in to SexToy2u by contacting SexToy2u through 017-590 1398 WhatsApp, Wechat, SMS, EMAIL.

SexToy2u reserved the rights to make an adjustment to any published price of any products due to input error, product discontinuation, and stock clearance, under the instruction of manufacturers or distributors and errors in advertising.