These are answers to some of the questions we are frequently asked, however if you don't find the information you need here, please contact us!
How can I contact you?
For general questions, questions about customization, product details, wholesale inquiries, etc. please email us at: firstname.lastname@example.org
If you need to change your address before it ships, please email us at email@example.com and include your order number and the correct shipping address.
How discreet are you?
On your credit card/bank statement you will see "RD Creations" as the merchant name. The same shows on the return address of your package. Nowhere on your package or statement will you see The Kink Factory. We will not contact you by phone, nor will we mail any marketing material to your shipping address. You will only receive the occasional marketing email from us if you have opted in to receive our specials.
How quickly do you ship?
Most items ship same or next business day. Tail orders require 24-48 hours because each is made to order. Custom engraved paddles may take up to 5-7 business days to produce, so if you order an engraving, please keep this in mind. Custom orders, in general, may also take up to 5-7 business days to produce, however if you've contacted us during the ordering process, we will give you a current production time. The above time frames are guidelines only. In most cases, we ship much more quickly than this. If there is an unforeseen delay with your order, we will contact you. If you have any concerns about how long it will take to ship your item, please contact us and we are happy to let you know. As soon as your item is ready for shipment, you will receive a confirmation email with tracking information. Tracking information is also available in your account.
2016 US Postal Holidays (mail is not delivered or shipped on these days):
Friday, January 1 New Year’s Day
Monday, January 18 Birthday of Martin Luther King, Jr.
Monday, February 15 Washington’s Birthday
Monday, May 30 Memorial Day
Monday, July 4 Independence Day
Monday, September 5 Labor Day
Monday, October 10 Columbus Day
Friday, November 11 Veterans Day
Thursday, November 24 Thanksgiving Day
Monday, December 26 Christmas Day
2017 US Postal Holidays (mail is not delivered or shipped on these days):
Monday, January 2 New Year’s Day
Monday, January 16 Martin Luther King Jr. birthday
Monday, February 20 Washington’s birthday
Monday, May 29 Memorial Day
Tuesday, July 4 Independence Day
Monday, September 4 Labor Day
Monday, October 9 Columbus Day
Friday, November 10 Veterans’ Day
Thursday, November 23 Thanksgiving Day
Monday, December 25 Christmas Day
Do you ship discreetly?
We absolutely ship discreetly. We ship products in plain cardboard boxes or USPS provided mailing boxes. On the return label you'll see only: RD Creations, LLC the same company that will show on your credit card statement. (Redundant perhaps, but we want to make certain that we assure you of our discretion!)
I accidentally shipped to the wrong address! What can I do?
There are a couple of options available if you entered the wrong shipping address. First, please email us the correct shipping address along with your order number at firstname.lastname@example.org. If your item has not been dropped off at the post office yet, then we can change the address. If it has, then you can contact your local post office to enter a change of address, this is the most cost-effective option. The package can then be forwarded to you. If this is not possible, then you can try to redirect the package which may also work. The post office does not guarantee this method but they will try to locate your package prior to delivery and forward it to the correct address. If the item is refused or if it comes back to us because it was shipped to an undeliverable address, we will contact you for correct information and you are required to pay shipping again in order to get it reshipped. If you decide that you do not want the item after all, and for any refused items, orders will be refunded less shipping and will incur a 25% restocking fee.
Will the engraved paddle leave an impression?
Our engraved paddles are deep enough to leave an impression and have left impressions, but whether or not an impression is left depends on the skin of the bottom and the force of the swing. If your bottom doesn't mark easily, or if you're not swinging hard, an impression may not be left behind. We have also found that proper warm-up increases the chances of an impression.
What is your return policy?
We want all of our customers to shop with confidence. With items of such a personal nature, we want you to know that your purchase has never been used by anyone else. For this reason, we do not accept returns. If you refuse your order and do not open the package, your order will be refunded less shipping and you will be charged a 25% restocking fee.
What if my product is defective or damaged?
We take the greatest care in creating your items, but every once in a while, something will happen. If your item arrives defective, please contact us. We ask for photos so that we can diagnose the issue. We will either replace or repair the item at our cost and discretion. If your item is damaged in shipping, please take photos of the damaged package and the damaged item. Please contact us within 24 hours of receiving the item and send us the photos. We will replace your damaged item and file a claim. Email: email@example.com with your photos and order number.
What if I break my toy?
Sometimes we get a little overzealous when playing and toys break. If you break your toy, please contact us with photos and we will let you know if it's repairable or not. If it is, then we will give you a quote for repair. If it isn't then we will work with you to find a solution. Send us photos and we'll see what we can do! Email: firstname.lastname@example.org and please include your order number.
How can I order a custom item?
We love custom orders! Email us at: email@example.com to discuss your idea. If we can do it for you, we will and if not, we can make recommendations to other makers who may be able to help you!
My order has shipped, but tracking is still showing unavailable?
Tracking information may take some time to update on the USPS website. In rare cases, it can take up to 48 hours to update according to the USPS. We realize this may be inconvenient when you're excitedly awaiting your new toys, but please be patient. Items are shipped as quickly as possible with tracking information, so please check back in a few hours to see if the tracking has been updated.
Why am I being charged customs fees and taxes on my order?
When you order from us, the shipping charge you pay is for delivery of your item only. Customers are responsible for ALL customs fees and taxes in their country. We have no way of taking payment for those and remitting them to the proper authorities. Please understand that if you refuse your item, we will refund the order less shipping and charge a 25% restocking fee.