Frequent Questions & Answers

Can you ship to Hotels or Resorts

Yes, you can ship to a hotel room or resort as a guest. Make sure to include the Entity name where you are staying so it may be included on the label.  You must make sure you are available to receive your shipment in your room.  Please do not try to ship to cruise ships!

Do you ship internationally?

Yes, we currently ship worldwide with Fedex, UPS and DHL.  International customers may be subject to additional VAT and/or Duty. 

Do you ship to a PO Box?

Yes, when required we will ship with USPS to get your parcel to you when a PO Box is preferred.  Note, at our discretion, we may change carrier to accommodate special circumstances, for example remote locations in Canada or Australia.

Can my order ship via USPS?

Only when we deem necessary for delivery will we use USPS since they are generally slowest and lose the most packages.  US post office boxes require we ship with USPS for delivery.

Do you offer discreet shipping?

Yes, we strive to be as discreet as possible, to do this all parcels are sturdy plain brown cartons, with a label address from:

VHC, LLC 141 Flushing Ave, Ste 1224 Brooklyn, NY 11205.

There is no additional writing on the outside brown carton box but your receiver's name and address that you have input in the order. 

discreet-sex-toy-shipping

 

 

I entered the wrong shipping address, how do I change it?

Email us at alex@thethruster.com Unfortunately, we can only correct shipping addresses within a very small window after an order is placed - most items are fulfilled within hours. We are not able to change or modify the shipping address for orders that have already been shipped. Depending on how quickly you contact customer service, we may be able to have UPS redirect your package, however this will cause you to incur an additional address change fee that is imposed on us by the carrier.  We are not responsible for carrier lost or stolen packages and we highly recommend you take the shipping insurance.  Then your claim is with us, otherwise your claim will be through the carrier.

I prefer a signature required for delivery, how do I have it removed?

Email us at alex@thethruster.com If you contact our customer support, we can assist you with having the signature requirement modified for your order.  We are only able to modify the signature requirement before your order ships. If your order has already shipped, we can have the package rerouted to a local UPS customer service facility. Again, we are not responsible for lost or stolen packages after we hand it off to the carrier.

I cannot apply a coupon code. What are the restrictions?

Unless otherwise specified, only one coupon code can be applied per order and it cannot be combined with other codes.

I have not received an order confirmation. What should I do?

An automated email from Boutique Voila is sent immediately following every order, we encourage you to add your email to your account profile otherwise of course you will not get one.

If you cannot find this email in your inbox, please try checking your spam folder.

If you still cannot find the email, please help@velvet-brands.com and we'll help resolve the issue.

I have not received a tracking number

We generally process all orders within a single business day.

Our warehouse is closed Saturday and Sunday, if you place an order on Friday, you should expect to receive your tracking number on the following business day- Monday.

If it has been longer than two business days, please try checking your spam folder for an email from shipping@velvet-brands.com with the subject line Boutique Voila, tracking number for your Order #.

If you still cannot find the email, please help@velvet-brands.com and we'll help resolve the issue.

My tracking number does not work

The tracking number provided by the postal service may take up to 24 business hours to become active.

If you're still having trouble tracking your order, please help@velvet-brands.com and we'll help resolve the issue.

My product was damaged / already opened upon delivery

Please email help@velvet-brands.com including a photograph of the packaging with the subject line Damaged / Opened Item(s) Upon Delivery

We will review your claim within 2 business days and get back to you with a solution.

I received the wrong order

Mistakes happen, and we apologize if we have mistakenly shipped the wrong product or item.  Please email help@velvet-brands.com so we may send out the correct item immediately.

How do I exchange or return my order?

All Boutique Voila products are covered by our one (1) year limited warranty, from the date of original purchase, against defects due to faulty workmanship or materials.

If you discover a defect, please notify us at help@velvet-brands.com and we will review the defect, to see what correction may be warranted.

Please note that due to the nature of pleasure products:

  • As per industry standards, pleasure products may not be returned or exchanged. All sales are final.
  • A shipping charge will only be refunded in cases where our error caused the return.
  • All warranty claims require a receipt or an approved form of proof of purchase. Acceptable forms of proof of purchase will be determined at our own discretion.
How will the charge appear on my credit card?

We value your privacy and discretion. The charge will not appear as our brand name; All charges appear as VHC, LLC.

How do I process a warranty claim?

A proof of purchase is required to process a warranty claim. If you purchase via www.boutqiuevoila.com, we already have your details on file.  If you purchases through a retailer we may require you to submit your purchase details.

You can always email help@Velvet-Brands.com and our customer support representative will help you. Do not attempt to repair any pleasure products by yourself.

How do I clean my sex toy?

To clean your sex toy, start with warm soapy water and wash for at least 20 seconds before leaving to air dry.

Another straightforward method is to spray the toy cleaner onto the surface and wipe it off. We recommend using our Glisten product.

Are the Boutique Voila products waterproof?

Read the individual product descriptions.  Most all the vibrator and masturbator products are waterproof currently the thrusting dildo products are not.