Shipping & Returns
How old do I have to be to order from Afterglo Site?
You must be at least 18 years of age to order products sold by Afterglo. By using the Afterglo website, you are confirming that you are 18 years of age or older. For more information, please see “Acceptable Use Of the Website” in Terms & Conditions.
Will my order be shipped discreetly?
It’s your choice! Choose between our plain brown box sealed with clear tape or our plain brown box sealed with our signature Afterglo shapes. All billing transactions and return labels will be labelled as “AFG Company.”
Where do you ship from?
All orders ship from our Montreal (Canada) warehouse, and packaged with love.
Where do you ship to?
We currently ship to Canada, the United States and the rest of the world – because pleasure is universal, no matter where you come from or where you live.
Shipments to Canada
We currently ship via Canada Post and offer Express Delivery (1-2 days) and Standard Delivery (3-9 days). Please allow 48 hours for order processing.
Shipments to the United States
We currently ship via Canada Post and offer Express Delivery (3-4 days) and Standard Delivery (4-10 days). Please note that we are unable to ship sex toys to Alabama due to state laws. Please allow 48 hours for order processing.
International Shipments (outside of North America)
We currently ship via Canada Post with Xpresspost (tracked). Please note that we are unable to ship to the following countries due to strict country laws: Afghanistan, Algeria, Angola, Ascension Island, Azerbaijan, Bahrain, Bangladesh, Benin, Bhutan, Botswana, British Indian Ocean Territory, Brunei, Burkina Faso, Cambodia, China, Christmas Island, Cocos (Keeling) Islands, French Southern Territories, Heard & McDonald Islands, Hong Kong SAR, India, Indonesia, Iraq, Japan, Kazakhstan, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Macao SAR, Malaysia, Maldives, Mongolia, Myanmar (Burma), Nauru, Nepal, Oman, Pakistan, Palestinian Territories, Philippines, Qatar, Saudi Arabia, Singapore, South Georgia & South Sandwich Islands, South Korea, Sri Lanka, Sudan, Taiwan, Tajikistan, Thailand, Tunisia, Turkmenistan, United Arab Emirates, United States (Alabama), Uzbekistan, Vietnam, Yemen. Please allow 48 hours for order processing.
Who pays for customs and taxes?
Orders shipped to anywhere outside of Canada may be subject to your country’s duties and taxes, which are not included in our shipping rates. Afterglo is not responsible for your country’s duties and tariffs, brokerage fees or any delays due to custom's issues. We are not responsible for delays due to customs and import laws. If you fail to pay the duties and taxes or fail to do so by your country’s set deadline, your order will be abandoned and you will not receive any refund from Afterglo.
Can you ship to my P.O. box?
Yes, we ship to P.O. boxes via Express Shipping.
When will my order ship?
All in-stock orders are processed as quickly as possible but can take up to 48 hours to ship. If you place an order after 2pm EST on a Friday, your order will be fulfilled on that following Monday. Please allow for a little extra time during holidays, holiday weekends or Canadian inclement weather.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Shop Pay, Apple Pay, PayPal.
When will my credit card be charged?
We will place an authorization on your credit card once your order is confirmed and will settle the final amount on your credit card once your order has shipped.
Will taxes be charged?
Canada applicable sales tax will be charged on merchandise total, where applicable. Taxes are calculated according to shipping destination and itemized on the Order Summary Page.
What if something I ordered is back-ordered or out of stock?
If we cannot fulfill your order completely, we will e-mail you to let you know that certain item(s) are on back-order. Your credit card will be refunded for the back-ordered item(s).
Can I cancel or change my order / shipping address?
An order cannot be cancelled after it has been placed and you have received confirmation. If you made a mistake in your order, please e-mail ahuman@myafterglo.com as soon as you receive confirmation, and we will work out a solution.
Where is my order?
Once your package has been shipped, you will receive an e-mail notification with tracking. If you have not received an e-mail confirmation (even in your “promotions” or “spam” folders), please e-mail ahuman@myafterglo.com and we can assist you.
What if I was sent the wrong item or something is missing from my order?
Please contact ahuman@myafterglo.com with your order number and our Customer Experience team will remedy this for you and make sure you receive the correct items.
What if an item arrived broken or damaged?
We do our best to package your products with care, but sometimes breaks or spills may occur. If your product arrives in bad condition, please send us a couple of pictures of the packaging and the item(s) with a description of the damage to ahuman@myafterglo.com. We will assess the damage and do our best to find a solution so you can enjoy your items as intended.
Can I purchase a gift card or send products sold on Afterglo as a gift?
We’re so happy that you’re thinking of giving someone the gift of pleasure! You can purchase electronic gift cards here. These are digital Gift cards that will be sent to your e-mail address. To send someone products sold on Afterglo, you can enter a different shipping address and ship to anyone in Canada. Afterglo’s packing slip does not include any pricing information. If you need any assistance in your gift selection, it would be our pleasure to guide you. Please contact our expert Customer Experience Team at ahuman@myafterglo.com.
RETURNS & EXCHANGES
We love the products we offer, but, if something is not right for you and you changed your mind about your purchase, it may be returned unopened and unused within 14 days of receipt date. Once a product seal has been broken, even if not used, due to the highly intimate nature of our products, we are unable to accept returns. We hope you understand that this is in everybody's best interest, and our priority is to keep you, our customers, and our Afterglo Team safe.
- We cannot accept returns on items that have been opened
- We cannot accept returns on pleasure object items that do not include sealed packaging (such as crystal wands, porcelain dildos, harnesses, sleeves, etc. or products that are specified as non-returnable in its description, unless they are defective.
- Opened pleasure objects that are malfunctioning may only be returned under manufacturer’s warranty policies (see Warranties)
- Shipping charges will only be refunded in cases where our error caused the return.
- Afterglo must pre-authorization all returns; any non-authorized returns will be refused.
If you find that the shipping box has been damaged, opened, or its contents are missing upon receipt of your delivery, please take photos of the damaged packaging and send to us at ahuman@myafterglo.com.
If you are at home during the delivery by Canada Post, write "Damaged or Opened or Missing Item" and refuse the package. Please notify us of the package refusal and we will find a solution for a replacement shipment.
How do I initiate a return?
Our goal is to help you find products that you will love! If you have any questions, please contact our Customer Experience team at ahuman@myafterglo.com.
To return unopened pleasure objects within 14 days of receipt, please e-mail us at ahuman@myafterglo.com to receive return authorization.
In your e-mail, please include the following information:
- your order number
- the item you would like to return
- the reason for the return
- if the item is opened or unopened
Unauthorized returns will not be eligible for a refund or on-line credit. Any item returned after 14 days of receipt is not eligible for a refund or credit.
Once we’ve received your return, we will inspect the condition of the item(s). If the condition of the item(s) accurately matches the description you provided to our Customer Experience team, we will then initiate a refund to your original payment method or provide you with an on-line credit via e-mail. Afterglo is not responsible for items damaged or lost in transit.
Do you pay for return shipping?
Afterglo will not refund the cost of shipping fees on your original order, except in the case of faulty or damaged items or if Afterglo shipped you the wrong item.
The customer is responsible for all fees related to the return. Any items that are damaged when we receive them are not eligible for refund. Before returning an order, please e-mail ahuman@myafterglo.com for further instructions.
Can I exchange my item for something else?
Unfortunately - we do not offer exchanges on any items unless Afterglo shipped incorrect item.
What if someone sent me a gift from Afterglo, can I exchange it
We want you to receive exactly what you want. As we do not offer exchanges on any items, we will process a return and issue you an Afterglo on-line credit for merchandise amount (shipping charges, as well as any taxes and duties, are not refundable).
Merchandise must be unopened and returned within 14 days of receiving your gift. Please e-mail us at ahuman@myafterglo.com to process your return, plus we love to assist you with your preferred selection.
To return a gift and not receive a merchandise credit: refunds will be made in the form of the original payment and no refunds will be made to the receiver of the gift. Any return reimbursement will be issued for merchandise amount only. Shipping charges, as well as any taxes are not refundable.
Return must be made within 14 days of receipt, unopened and accompanied by Afterglo return authorization. During this process, you can choose an $8 flat rate return label or choose to create your own return label.
When can I expect my refund?
We process returns as quickly as possible from receiving your returned package and inspecting the condition of merchandise. You will receive an e-mail notification letting you know your refund has been processed.
Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.
What if I received an order with broken items or missing items?
Please contact Customer Experience Team as soon as possible after receiving your delivery if you notice missing or damaged item(s). We require a photo of the damaged packaging / broken or missing item(s) + a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist with damaged or missing item(s) after 14 days from when a package marked as delivered. Afterglo may request that any broken or damaged package be returned, with a prepaid label, to our facility for further investigation. From there, our team will send a replacement to your original address.
What if my product is defective?
Each brand offers their own manufacturer’s warranty which covers defective products. As each brand has their own implied warranties coverage policies, we recommend contacting the brand directly to review warranty qualifications and terms such as years of coverage, preregistration, proof of payment, usage guidelines and replacement process.
Product Care Void Warranty
Afterglo presents recommendations on product usage, attributes, cleaning and compatibilities, however is not responsible for unreasonable or misuse by customers and disclaims any implied warranty that the products will be merchantable or fit for any particular purpose.