Frequently Asked Questions (FAQ) / Terms & Conditions

We get asked a lot of questions about what we do. Here are answers to some of the most common ones.  If you don't find what you're looking for here, please click here to contact us.


  1. About us.
  2. Shipping Information.
  3. Return/Refund Policy.
  4. Order Information.
  5. Contact Information.
  6. Payment Information.
  7. Privacy Policy.
  8. 2257 Compliance Statement.


Information about our company is an online store belonging to the company Urbisunt S.L.. We ship our orders from our U.S. warehouse located in 7114 180th Ave NE, B106, Redmond,WA 98052, UNITED STATES. You can view more information about our company here.


How long will my order take to arrive? 

All orders are processed and shipped within 24 hours during the business week (days between and including Monday to Friday and do not include public holidays and weekends). Your order will be processed and shipped same business day if made before 9 am EST. 

We offer speedy delivery to U.S. 95% of orders are delivered within 3-7 business days (days between and including Monday to Friday and do not include public holidays and weekends). 

Do you ship internationally?

No, we only ship within USA.

Do you ship to Hawaii and Alaska?


Can you ship to a P.O. Box?


What are your shipping rates?

We use a weight based shipping method. The final shipping rate depends on the shipping method that you have selected and on the total weight of the ordered items. We provide a shipping rates calculator on your cart page that will help you estimate the total shipping costs before completing the checkout process.


What is your return policy?

Return are accepted within the first 30 days of purchase and only where product is unopened or unused. Refunds will be provided on product receipt. Please note that shipping charges are not refundable.

Under US Food laws, food items are not returnable or refundable unless found to be out of date or the wrong item was shipped.

Refunds are provided as a store credit or credit card refund, less 20% processing fee.

 Please note that All returns must have an RMA#. Please contact us before returning an item. We will not accept any returns unless you first contact us. 

I want a refund. How do refunds work?

  • If we can't ship a product because it is not in stock, we will issue a refund for the amount of this item.
  • If we make a mistake and the order is shipped to another destination or is lost, we will issue a full refund.
  • if we can't reship a new item when you receive a defective product or a wrong product, we will refund the amount of the product/s.
  • If you want to return the parcel to us because you do not want it, you must follow our return policy. After we receive it (usually in 3-7 business days), we will issue a partial refund (Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items).
  • If you add a wrong address on your order,  After we receive it back (usually in 3-7 business days), we will issue a partial refund (Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items).
  • If we approve your refund request, the refund will be issued via the same payment method used by you (PayPal or Credit/Debit card) , in 2-3 business days. 

When can I expect my credit and/or replacement?

Please allow up to 2-3 business days from the date we receive your package for us to process your credit and/or replacement.

    What if an item is defective?

    You may return all defective products (after receiving an RMA#) for credit or exchange within 15 days from the date of shipment. If part of a product is defective, please return the whole product, including all manuals and accessories, in the original packaging. If one of these terms are not met there will be up to a 20% restocking fee. If you choose to return a defective unit for a refund, the shipping and handling charges are non refundable.

    Warranty is voided if serial tags, receiving numbers, product stickers, or manufacturer seals have been removed, altered or tampered with. Warranty is voided due to mishandling, improper use, or defacing of the product.

    This policy is strictly enforced.

    Email us ( with your return request and we will authorize it or fill our contact form here, to let us know of the issue. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us.


    When emailing about a defect, please state the following information: your order number, with your name and the nature of the defect, and attach some photos if possible.

    Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.


    If a customer cancels its order once it has shipped or returns it when it arrives to its delivery address without accepting it, we will only refund the amount of the products that he ordered. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.

    All refunds are made throught Paypal or credit/debit card.

    If an item is defective and is accepted to be returned and we do not have a replacement in stock, we will refund the full amount of the item to the customer.

    If a customer wants to cancel an order and send us an email before shipping the order,  we will refund the full amount of the order.


    Can I cancel my order?

    In most instances, your order is processed and shipped the same day so you get it quickly. Therefore, there is no way to cancel an order once it has been submitted. Please order carefully.

    I have a coupon code, where do I enter it?

    Your coupon code can be applied on your shopping cart by clicking here. Once entered you will see the discount for the coupon code automatically applied to the total.

    Can you add an order to my account?

    No we can't. You must be logged into your account while placing an order for information to be reflected on your account.

    How do backordered items work?

    Our system will not keep backorders. Any items that are not available will be removed from your order. The order will be billed accordingly.

    Does have a store I can visit?

    No. We are an e-commerce business only. All items are shipped directly from our warehouse. We are not open to the public.

    Can I place my order over the phone?

    No. All orders must be placed online. We can not place an order over the phone.

    How can I get a coupon code?

    If you have registered on our site with a valid email address, you will receive an email from us with a coupon code after each purchase you make.

    How can I place my order?

    Once you've found the product you want to purchase, click the add to shopping cart button. Once you are done choosing the items, click the checkout button to fill in the information required. Choose your desired shipping and payment option. Once the order has been placed, you will receive a confirmation via email. It is very important that you add our email address ( to your email safe senders list, address book or contact list. If you don't receive our confirmation emails, please check your Spam folder.

    I want to cancel my order but it has already been processed

    Unfortunately we are unable to cancel your order once it has been processed at our warehouse. Please be advised, if you no longer wish to receive this order we suggest you mark the package RTS (Return to Sender) and refuse the order at time of delivery. Please note that the shipping box must remain sealed to refused an order. Shipping costs are not refundable and we will have to apply a 20% restocking fee on all returned items.

    Product availability

    Items in our online shop have stock and are ready to send. On rare occassions at peak selling periods we may have some out of stock issues from customers ordering items at the same time. When we are unable to ship an already ordered item, we will refund this amount to your card or PayPal account with the price of the article. We work hard to keep our stock levels as accurate as possible. Occasionally errors occur, although they are rare.

    If I add a wrong delivery address, will it be shipped to me?

    Please take care in providing your shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 20% restocking fee and no shipping refund will be issued.

    What is your return address?

    Remember, before sending back any product, you must contact us to request a RMA number. Orders without RMA number can't be refunded/returned. After you get this RMA number, please ship your order to: 

    7114 180th Ave NE, B106, 

    Redmond,WA 98052



    How can I contact you?

    Here is our contact information.  Remember that we are an e-commerce business only. All items are shipped directly from our warehouse located in the following address. We are not open to the public.


     45122 ARGES, TOLEDO




    Which payment methods are accepted, and what are your payment terms?

    We accept payment via Credit / Debit Cards and PayPal. Any payments made via Credit/Debit cards or PayPal will appear with the reference "URBISUNT", the name of our company. Our company meets all PCI DSS compliance standards.

    Credit / Debit Cards

    We accept major debit and credit cards throught this payment method. 

    PayPal's Payment Gateway

    PayPal allows you to make payments using a variety of methods including: PayPal Balance, PayPal Credit, bank account, credit card, PayPal Cards, and debit card.

    What will it say on my credit/debit card or paypal account statement?

    Your credit/debit card or paypal account will show a charge to URBISUNT, the name of our company.


    What are your Privacy & Security policies?

    At (a division of Urbisunt), we know that your privacy and security while shopping online is very important. Below, please find the top privacy and security-related questions and answers.

    What do you do with the information that you collect from me when I purchase a product?

    All sales information is kept confidential and is used only for reporting purposes at We DO NOT sell or distribute this information in any form to 3rd parties.

    Why do you need my email address?

    Your email address is used only to communicate with you directly and efficiently. It will be used to let you know that your order has been processed, your product(s) have been shipped, and about updates to our product lines or web site. You can remove yourself permanently from the email list at any time, simply contact us.

    What about cookies?

    Cookies are a method used to track a customer through their sales process for statistical and shopping cart purposes. We use this information to help us provide you with a better shopping experience; it is never shared with any 3rd parties. For example, it has helped us create a system where you can purchase a product with fewer clicks thus saving you time.

    How do you make sure my credit card information is secure?

    We use PayPal's Payment Gateway as paying method for our store. It’s one of the most widely-used and secure payment gateways on Internet.

    2257 Compliance Statement does not produce any content and makes no representation about any content. All video products offered on this site and all models pictured on adult product box covers have been produced by other studios or manufacturers. is not the primary producer (as that term is defined in 18 USC 2257 and 28 C.F.R. 75 or subsequent case law defining such) of any of the visual content contained in the Website. The original records required pursuant to 18 U.S.C. 2257 and 28 C.F.R. 75 for the materials contained in this website are kept by the Custodian of Records for each of the primary producers.

    Please note: Product descriptions are informational only. Always read the product label before use and check with your health professional before using our products. We have more than 15000 products in stock and sometimes the product description may contain erroneous information.

    Please click here to contact us


    95% of orders are delivered within 3-7 working days.


    Credit / Debit Cards and PayPal


    Discounts on future purchases