1. Shipping Policy
Last Updated: October 4, 2026
Scope
This Shipping Policy applies to purchases made through Pleasure Sanctuary, a trade name operated by Hybrid Business Group LLC ("Pleasure Sanctuary," "we," "us," or "our").
Shipping Area
Pleasure Sanctuary ships to eligible addresses in all 50 U.S. states and internationally, except Malaysia, India, Vietnam, Thailand, Saudi Arabia, the Maldives, and the United Arab Emirates (UAE), subject to product-specific, carrier, supplier, legal, regulatory, and geographic restrictions. We may restrict or decline shipment where reasonably necessary to comply with law, carrier requirements, product restrictions, safety requirements, or fulfillment limitations.
Estimated Shipment Time
Unless a different timeframe is clearly disclosed for a product or order, properly completed orders are generally expected to SHIP within approximately 5-10 business days. This is an estimated shipment timeframe, not a guaranteed delivery timeframe. Business days generally exclude Saturdays, Sundays, and applicable holidays.
Additional processing time may be required for payment authorization or verification, suspected fraud or security review, incomplete information, address verification, inventory availability, supplier or warehouse circumstances, carrier limitations, legal requirements, or circumstances reasonably outside our control.
If we cannot ship within the promised period, we will provide any delay notice, cancellation option, consent request, and prompt refund required by applicable law.
Order Verification and Fraud Prevention
We may hold, decline, or cancel an order where reasonably justified by suspected unauthorized payment, identity inconsistencies, inaccurate information, unusual transaction activity, inability to complete reasonable verification, or other material fraud indicators. This does not waive rights that cannot legally be waived.
Third-Party Fulfillment
Products may be stored, processed, packed, or shipped through authorized suppliers, distributors, warehouses, fulfillment providers, and carriers. Items in one order may arrive separately. Packaging, warehouse location, sender information, carrier, and shipping-label information may vary. Third-party involvement does not eliminate responsibilities that applicable law places directly on Pleasure Sanctuary.
Discreet Shipping
We seek to provide reasonably discreet external shipping whenever operationally available. External packaging generally will not intentionally identify the intimate nature of the products. Packaging, return-address information, sender information, labels, and carrier practices may vary, so identical packaging or sender information cannot be guaranteed.
Customer Shipping Information
Customers are responsible for providing complete and accurate recipient name, address, apartment/unit, ZIP Code, email, telephone number where required, and other information reasonably necessary for fulfillment. An address-change request is not effective unless confirmed by us. Once fulfillment or shipment has begun, a change may no longer be possible. To the maximum extent permitted by law, we are not responsible for additional costs or failed delivery caused by materially inaccurate or incomplete information supplied by the customer.
Tracking and Delivery Evidence
Tracking may be provided when available. Label creation does not necessarily mean the carrier has physical possession. In a delivery dispute, we may review carrier tracking, delivery scans or photographs, signatures where applicable, fulfillment records, the shipping address supplied with the order, customer communications, and other relevant transaction records. Carrier delivery records may be used as evidence, subject to applicable law and credible contrary evidence.
Damaged or Incorrect Orders – 24 Hours
If a package/product arrives damaged, or an incorrect product is received, email support@pleasuresanctuary.com within 24 hours after delivery to request consideration under our voluntary order-issue procedure. No separate claim form is required.
Provide, as applicable: order number; customer name/email; product/SKU and quantity; description of the issue; photos of the outer carton/mailer, shipping label, internal/product packaging, and affected product; serial/batch/lot information where applicable; and video or additional evidence when reasonably necessary.
Preservation of Evidence
Retain the affected product, outer package, shipping label, original product packaging, accessories/components, and relevant photos/video until the matter is resolved. When reasonably avoidable, do not use, alter, repair, discard, contaminate, destroy, or return the affected merchandise before receiving instructions. Failure to preserve evidence reasonably necessary to verify a voluntary claim may result in denial where permitted by law.
Claims and Authorized Returns
Reporting a problem does not approve a refund, replacement, exchange, credit, or return. Wait for written authorization/instructions. Merchandise must not be returned without prior authorization. A return address appearing on a package or label is not necessarily an authorized return address.
Lost or Missing Shipments
Contact us promptly if a shipment appears lost or undelivered. We may investigate with the carrier, supplier, warehouse, or fulfillment provider before determining a resolution. A non-delivery allegation does not automatically establish entitlement to an immediate refund when relevant evidence reasonably requires investigation. Mandatory remedies remain unaffected.
Refused, Unclaimed, Undeliverable and Return-to-Sender Packages
Refusing, failing to claim, or causing a shipment to be returned does not automatically constitute an authorized cancellation or return. We may require receipt at the authorized facility before an applicable voluntary refund or credit. Where legally permissible, an approved voluntary refund/credit may be reduced by reasonable original shipping, return-to-sender/return-carrier, handling, and applicable reasonable restocking costs. Opened, used, damaged, incomplete, contaminated, or otherwise non-resalable merchandise may reduce or defeat a voluntary refund where permitted by law. Mandatory remedies remain unaffected.
Manufacturing Defects
Manufacturing defects are distinct from shipping damage and do not automatically qualify for a refund, exchange, or return under the voluntary damaged-shipment procedure. Depending on the circumstances, a manufacturer, supplier, distributor, warranty, or legally required remedy may apply. Non-waivable warranty and statutory rights remain unaffected.
Fraudulent or Misrepresented Shipping Claims
We may investigate claims reasonably suspected of false non-delivery, fabricated/altered evidence, intentional damage, product substitution, false wrong-item allegations, concealment of material facts, duplicate reimbursement attempts, refund abuse, or other material fraud. Where permitted, relevant evidence may be retained or provided to payment processors, financial institutions, card networks, carriers, insurers, fraud-prevention providers, law enforcement, courts, or other authorized parties. We may decline future transactions associated with documented fraud or material abuse. Legitimate good-faith claims are not restricted.
Payment Disputes
Nothing here prevents legitimate payment-dispute rights. Where a dispute concerns shipment, delivery, damage, cancellation, refund, or receipt, we may provide relevant order, policy-acceptance, communication, fulfillment, tracking, delivery, replacement, refund, or credit records in response.
Non-Waivable Rights
Nothing in this Policy excludes, waives, or limits a right that cannot lawfully be excluded, waived, or limited. Mandatory law controls in the event of conflict.
Contact
Pleasure Sanctuary
Operated by Hybrid Business Group LLC
801 E. Orangewood
Anaheim, California 92802
United States
Email: support@pleasuresanctuary.com