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Frequently Asked Questions

Material Information Glossary
Checkout Questions General Questions
Shipping Questions Product Questions
Returns Questions Sex Questions

Checkout Questions

I click on the "buy" button, but I just end up back on the same screen. Why can't I check out?

Your shopping cart is located on the right side of your screen. Each item you're purchasing should show up there. When you're ready to checkout, just click the "checkout" button in your cart, and you'll be guided through the checkout process.

What forms of payment do you accept?

We take Visa, Mastercard, Discover, American Express, money orders, and PayPal.

When will you charge my card when I pay by credit card?

Your card is charged automatically when you check out your order.

I can't seem to choose a free gift even though I've ordered over $100 worth of products.

You can't choose your free gift once you're in the checkout process - the link just doesn't work. However, if you're reading this, you're no longer in the checkout process. Look at your shopping cart on the right side of your screen. You should now be able to click on the "choose your free gift" link. If there simply isn't one there, and your purchase total is more than $100 (that doesn't include shipping), then give us a call at 800-570-4869 or contact us via the LiveChat link on the right side of your screen.

My credit card keeps being declined, and I know there's enough on it. How come?

There are a few reasons you may be having issues with your card. The problem most people have is with accidentally putting the wrong info into the "billing" section. If your card statement goes to a different address than where you want your order shipped, then you need to fill out the "billing" and "shipping" sections seperately. Another thing that tends to confuse people is theCVV2 code- make sure what you're typing in is the last three digits of the code on the back of your card, or the 4-digit code on the front for American Express.

Any other problems may be with your card company. With so much fraud happening on the internet, some card companies will only allow a certain number of online purchases per day. You'll have to call them to ask them to authorize any more charges. Also, if you've entered incorrect information more than three times, your card company will shut down your card, again in an attempt to protect you from fraud. Just call them and ask. They'll fix it for you. They only know us as "Festiva Products," so they won't know what you're trying to pay for.

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Shipping Questions

How much is shipping? I want to find out without having to submit my personal information!

After you've added all the items you'd like to buy to your cart, simply type your shipping zip code or postal code in the box at the bottom of the cart and click the "calculate shipping" button. This will show you the various shipping options and the prices for each one.

Can you package my order discreetly?

All orders are always packaged in regular USPS boxes or plain brown boxes. Our return address, as well as your credit card statement, will only show our corporate name, which is Festiva Products, LLC. We understand that you don't want your neighbors or co-workers knowing that you're getting a fabulous new sex toy in the mail. We promise not to tell.

I'd really like my order to get here by this weekend. How do I make sure of that?

We have expedited shipping options available at checkout. If you choose Ground Shipping, itusuallygets there in less than a week, but it's only guaranteed to get there within 10 business days. If it's Monday, and you really want your toy by Friday, please select the 2-3 Day shipping.

What is the time cut-off for getting my package out the same day on expedited shipping?

For 2-3 Day Shipping and Next-Day Shipping, your order will go out the same day if it's placed by 1:00 pm Pacific Time. Orders placed after 1 pm will ship out the following business day.

How do you ship your items?

For ground shipments, orders weighing less than 5 pounds are sent via US Priority Mail service - this includes 99% of the items we sell, unless you order lots of them. Anything over 5 pounds is sent via USPS - this includes the Love Machine and any of our sex swings and sex swing stands. If you have a question or preference on how your package is sent, please give us a call at 800-570-4869.

All 2-3 Day orders are sent via US Priority Mail, and Next Day orders are shipped via US Express Mail. International orders are shipped Global Express mail. Canadian orders are shipped Global Priority. These are the least expensive and most reliable options we could find in order to keep your shipping costs as low as possible.

Can you have the carrier hold my package for pick-up?

You can rent a post office box or a mail box at a shipping facility such as Mail Boxes Etc., The UPS Store, or something similar. Otherwise, we cannot ask a carrier to hold your package for pick-up.

Do you require signatures?

Most Ground and 2-3 Day shipments do not require signatures - only the heavy ground shipments that we send via UPS will require one. All Next Day shipments do require a signature. If you have a preference for signature requirements, please input them in the Notes box when checking out. Keep in mind that Next-Day shipments with no signature required cannot be guaranteed.

Are there any countries you do NOT ship to?

The only reason we would not ship to a specific country is that our packages never arrive at their destination. We cannot ship to:
Any country in Africa except South Africa
Any Muslim country (adult toys are illegal in any Muslim country)

If you have a question about your country, please feel free to call us at 800-570-4869 or email us at

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Returns Questions

What is your return policy?

You can see our return policy here .

How do I go about returning something?

Please send your return to:

Festiva Products, LLC
Attn: Returns Department
13914 Sylvan St
Van Nuys, CA 91401

Be sure to print and fill out this return form , or include a copy of your invoice with a note telling us what the problem was and how we can fix it.

What about my free gift? Do I have to return that, too?

If you received a free gift for placing an order over $100, and your return brings your order total under $100, then you can either return your free gift or we can charge you $10 to keep it. Free gifts are NOT returnable if they have been opened.

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Product Questions

I want to get my boyfriend/husband a toy - where do I start?

If your guy has never used a masturbator toy for himself before, chances are he doesn't want a huge rubber vagina for his first one. Check out the masturbator sleeves section for an unintimidating selection of fun guy toys. Some neat (and popular) ones are the Head Honcho , the Masturbator Sleeve the Pearl Pleasure Stroker . If you'd like something you can use together during love-making, the Clearly Sensual Cockring and the Diving Dolphin are quite popular.

I want to get my girlfriend/wife a toy - where do I start?

If she's never used a sex toy before, start simple. Some good beginner items are the Essence Vibrator , the Layaspot , or the Pocket Rocket . If you want something you can use together, check out the Vibrating Lover's Thong or the Remote Butterfly . For a woman who really has a tough time experiencing orgasms, a multi-stimulating toy such as an iVibe Rabbit , Triple Treat , or Nubby G might be the answer.

What if I have latex/phthalate allergies?

Check out our Silicone sex toys and Glass dildos . These materials are completely hypo-allergenic. Cyberskin is also certified as phthalate-free.

What are phthalates, anyway?

Phthalates (pronounced PHA-lates) are the chemicals that are often added to plastics to make them soft and pliable. They slowly leach out of the plastic over time, causing a strong "plastic" smell. Some people are sensitive to phthalates and display allergic reactions to materials that contain them. is working hard to carry more items that are phthalate-free.

Where are your adult videos?

Our site specializes in meeting the needs of women and couples. While we offer a number of erotic instructional DVD's , we don't sell pornographic materials.

What are Cyberskin and UR3? What is the difference? How do I care for it?

Cyberskin and UR3 are advanced toy materials designed to approximate the feel of real human skin. Cyberskin is certified phthalate-free, so those with phthalate allergies won't have a problem with it. Both kinds of realistic sex toy material can be cared for by washing with a mild liquid soap and warm water, then powdering with Talc or baby powder in order to return them to that soft, smooth feel.

People with latex allergies may have a reaction to these materials. If you have allergies to rubber, consider our hypo-allergenic silicone toys.

Do my products arrive factory-sealed?

Most sex toys aren't actually sealed by the manufacturer. A few may come with a sticker or staple to hold the packaging closed, but for the most part, sex toys are packaged in unsealed containers. We do recommend washing your toys with an anti-bacterial cleaner before using them. Please be assured, we buy all of our toys brand-new from our distributor and NEVER resell returned items.

How do I clean my sex toys?

Most toys can be cleaned with warm water and liquid anti-bacterial soap. Be careful with non-waterproof toys so you don't get controllers or wires wet. We also sell spray-on toy cleaners for your convenience.

We don't recommend using rubbing alcohol unless you cut it with water, as this can damage rubber and silicone.

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General Questions

How do I get a discount code?

Sign up for our once-monthly newsletter to receive information about new products, sex tips, interesting news, and notice of special sales, deals, and discounts available only to newsletter readers. Just enter your email address in the box at the bottom left of the page.

Do I have to have a credit card to make purchases?

We accept all credit cards as well as PayPal Payments. We are also glad to accept money orders for payment. If you want to pay by money order, you would need to call us or email us with the items you'd like to order, so we can tell you the total to send us as well as an order number to reference.

If you pay by credit card or Paypal, your order will ship immediately, if you send a money order, we will send your items as soon as we receive it.

I just registered to check on my order, but it's telling me that I don't have any orders in the system. What gives?

You need to register at the time of checkout in order to check your order status. Registering after the fact will not link you to your previous order. If you do have questions about your order status, and you didn't register, feel free to give us a call at 800-570-4869, contact us via the LiveChat link at the top right of the page, or email us at

What can I expect if I call the Customer Service phone number?

Our operators can answer any questions you might have about your order or any of the products we carry. Please don't be embarrassed about genuine questions - they've pretty much heard it all.

How do I get a catalog?

Just click here to fill out our catalog request form. We promise to keep your address completely confidential, and we will not send you a catalog unless you specifically request one from this form.

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Sex Questions

I/ my girlfriend/ my wife rarely orgasms. How can I/ she learn how?

Betty Dodson has created some great instructional DVD's to teach women how to masturbate and achieve orgasm. Two great toys that Betty teaches with are a Mini Mite for women who are sensitive, or the Hitachi Wand for women who need strong stimulation.

I'm afraid that I'll become dependent on my toy if it's easier to climax with it than with my guy.

You probably will have an easier time climaxing with a toy, but your body will also learn how to climax more easily in general and you may find that you're more responsive to your partner as a result. You'll also have a better idea of exactly what pushes your buttons, and you can communicate that to him, making his job easier and your time together more pleasurable.

What if my girlfriend likes masturbating more than she likes being with me?

Do you prefer masturbation to real sex? Neither do women! No battery-operated toy can take the place of human touch. Toys are tools for enhancing pleasure, not replacements for relationships.

I'm curious about anal stimulation - where do I start?

The toy we recommend for beginners is the Anal Bead Sampler Kit . If you have a phthalate/latex allergy, the Silicone T Probe is a latex-free alternative.

To begin, you just want to be somewhere you can relax, such as on your bed or in the tub, so that you can relax your muscles. Be sure to use lots of lubricant and be gentle. Don't force yourself; it shouldn't hurt! If you feel pain, stop. Try different types of stimulation. You can gently thrust your toy in and out, or just leave it in while you masturbate normally (this can really intensify sensations). Apply a vibrator to the base of the toy to vibrate it. See what feels good, and go from there!

I have a sex-related question. If I call customer service, can they help me?

Our customer service operators can answer specific questions about our products, but questions about your sex life should be directed to our in-house sex therapist, Dori . She is full of educated advice and is happy to help you find answers.

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