SHIPPING & RETURNS
Shipping Policy
Discreet Shipping. All our packages are shipped discreetly, in a plain box or envelope, displaying the sender’s initials “EMLLC.”
Order Fulfillment Time. Orders are usually shipped within 1-2 business days from the day the order is completed. Delivery time may differ based on variables such as the delivery method chosen, your location, delays in Customs, etc.
Shipping Methods within the USA. We use the United States Postal Service (USPS), UPS and Fed Ex to ship our orders.
Post office box orders (and Military APO/AE orders) will be shipped via Priority Mail, Next Day. 2-Day Delivery orders will be shipped via FedEx, Economy and Express Shipping options will be sent by either USPS or FedEx. FedEx does not deliver on weekends and cannot deliver to PO Boxes.
Packages shipped using UPS and Federal Express are trackable and insured. If an insured parcel is not delivered as promised, we can issue a replacement or refund for you.
Unfortunately, we are not able to insure packages shipped through the United States Postal Service (USPS), and we will not be liable for loss or damage of orders shipped via USPS (including all orders shipped to APO, FPO & PO Box addresses).
Delays in Shipment. We do not issue credits of any sort for shipment delays due to weather-related issues and other events beyond the control of EnellMarie and our shipping carriers (i.e., airport closings, natural disasters, etc.).
Shipping Costs. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund where applicable.
If you are shipping an item over $75, you should consider a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Lost or Stolen Packages. EnellMarie is not responsible for lost or stolen packages with confirmed delivery status.
Shipping Costs. The charge for shipping your order is determined by the weight and size of the products ordered and the shipping method you choose. Our automated system calculates your shipping charge and displays it for you at the time you choose your shipping method.
We trust our delivery carriers, UPS, FedEx and USPS, to do their best to deliver orders on time as advertised, but we cannot guarantee shipping times when carriers fall behind.
Shipping Exclusions. We do not ship to prisons, schools, or churches. We have automated filters for our ordering process that will prevent shipment to these locations. If you believe your address is triggering one of these filters unintentionally, please contact us at customersupport@enellmarie.com.
Undeliverable Packages. If your order is returned to us as undeliverable (due to an incorrect address, missing apartment number, or no one available to receive a package, etc.) we will notify you by email. If the delivery problem is due to an error on the part of EnellMarie or the delivery service, EnellMarie will either replace the order for you or refund all charges at your choice.
Order Status. You can check the status of your order on our website 24 hours a day at Check Order Status.
Return & Exchange Policy
Due to the intimate nature of the products sold, we are unable to offer returns or exchanges unless the purchase is faulty or defective. Any product intended to have direct contact with any body part or bodily fluids is a final sale.
Defective Products. If you have received a defective item, please contact us at customersupport@enellmarie.com and we can expedite your submission and process of replacement through the manufacturer warranty. You can also go directly to the manufacturer and submit your request for a replacement.
Incorrect Item Shipped. If there is a mistake in the item shipped to you, please let us know so we can replace it for you. Before sending any item back please contact us at customersupport@enellmarie.com within sixty (60) days of purchase to start the exchange process and obtain a return authorization number (RA#).
Unauthorized returns will not be processed due to health and safety concerns. Any returns that
are sent back to our facility without having obtained a return authorization number will not be
opened or processed. If an item or order is sent back without a return authorization number, we
will reach out to inform you that the package has arrived at our facility and request that a prepaid return label be provided. We will not cover shipping costs to have the item shipped back to you.
Incorrect Product Ordered. To protect the health of our employees and customers, we cannot exchange devices. It is the responsibility of the customer to ensure that they are ordering the correct product.
Refund Policy
Store Credit. All store credits expire after one (1) year of no purchase activity.
Partial Refunds. There are certain situations where partial refunds are granted, they are: (i) any item not in its original condition, is damaged or missing parts for reason not due to our error; (ii) any item that is returned more than thirty (30) days after delivery; or (iii) books with obvious signs of use.
Items On Sale. All items on sale are FINAL.
Shipping Costs. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund where applicable. If you are shipping an item over $75, you should consider a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Cancellation Policy
Once an order has been processed, we are unable to make any additions, changes or quantity
adjustments to it, or stop it from shipping. If you change your mind before the order is delivered,
and no longer wish to receive the product, you can mark the UNOPENED box with “Return to
Sender” and send it back to us. Once we receive the order back, we will credit you for the cost
of the product. You will not receive credit for the shipping fee.