Return Policy

General information

– You must obtain a RMA number to make a return. Please contact customer service.

– Returns can be made within 30 days of your order shipment date.

– A complementary UPS or Fedex return shipping label will be provided to all customers inside the US. If you use your own shipper for the return, please make sure to obtain a tracking number.

– Items must be returned in their original packaging.

– Claims for missing items, items damaged in transit and clothing items that do not fit must be submitted within 2 business days of receipt of merchandise.

– Shipping charges will not be refunded on unclaimed/refused/undeliverable packages.

– If you choose store credit for your refund, we will add extra $5 to the amount of your refund.

Returnable products

1. Defective. If your item arrives to you in a non-working order or mechanical/electronic components have failed within the return policy period.
2. Items incorrectly presented on the website. If your item arrives to you and is different from the one presented on the website.

Shipping charges will be refunded if all products you received fall in this category and are being returned for a refund.

Non returnable products

1. Products with no mechanical/electronic components. Please inspect your items carefully before use. Damaged in transit claims must be submitted within 2 business days of receipt of merchandise.
2. Electronic media products, panties, liquids, batteries and/or anything that has a crotch.

How to make a return

1. Contact customer service to obtain a RMA number. If submitting a support ticket please include the following information:
a. Your order number, name and email address.
b. Products you wish to return and the reason for the return.
c. If you would like a refund, store credit or a replacement. We can accommodate any combination of the above options in the same return.

2. You will be emailed a complementary UPS or FEDEX return shipping label (US only). If you do not have access to a printer, please let us know and we will send one to you via regular mail.

3. Pack up the items you’re returning, affix the label to the package and drop it off at any UPS or FEDEX location. To find the UPS or FEDEX location nearest to you, please visit www.ups.com/dropoff.

When can I expect my refund and/or replacement?

Please allow up to 5 business days from the date we receive your package for us to process your refund and/or replacement.

Terms and conditions

Please read the following terms and conditions of DG Novelties Online Service Agreement carefully. By accessing the information on DG Novelties site, you confirm that you understand, accept and agree to be bound by the terms and conditions of this Agreement. If you do not wish to accept these terms and conditions, you may not access DG Novelties site. All references to DG Novelties in this agreement shall include the www.dgnovelties.com web site, DG, LLC and its directors, officers, employees, consultants, shareholders, agents and attorneys as applicable. Access to DG Novelties is restricted to the individuals 18 years of age and older.

Returning Videos

Due to the ease of duplication, video and audio discs (DVDs and CDs) are returnable only if the seal is unbroken. You may return unopened videos for up to 30 days after purchase. In exchange, you will receive either a store credit in the amount of the purchase (minus the cost of shipping and handling) or a replacement item of the same value. We can only accept opened videos for return if they are broken or defective, in which case we will send you another copy of the same video at our cost. We cannot offer credit or an exchange for a different product for any video that has been opened. Before you return any item, please contact our Customer Service Department at (877) 265-4992 M-F 9am – 6pm EST or submit a Support Ticket.

In your return package please include:

The packing slip
A note explaining the problem
A note stating whether you would like a refund or an exchange for another item.
Please allow up to 3 weeks to receive your replacement or refund. We are dedicated to carrying only the highest quality products and maintaining attentive customer service. We hope you have been and will be happy with our services.

Inventory information

We do not keep all merchandise in inventory, in our warehouses. We cannot guarantee that a product listed as “In Stock” will actually ship right away, as inventory can change significantly from day to day. In rare cases, a product may be in stock when you place your order, and sold out by the time your order is processed. If any selected merchandise is temporarily out of stock, your credit card will not be charged until the merchandise is shipped to you. Please note: Any items not in stock when you place your order will be shipped immediately when received from the manufacturer at no additional cost.

Back-orders (Out-Of-Stock Items)

Back-ordered merchandise includes items that are not currently in stock. In most cases, these items are on order from the manufacturers. When we receive the product, we notify you by email and ship it to you promptly. Back-ordered products usually come into stock within one to four weeks but can occasionally take longer. If your order is not ready to ship within 30 days, we will send you an update by email. If, for any reason, we determine that a back-ordered item will no longer be available, we will notify you immediately by email, cancel the item from your order and delete the item from our catalog. A refund for back-ordered items will be applied to your credit card within 1 business day. If payment was made by check or money order, you will be given a store credit. If you prefer a check refund, please contact us by fax at (201) 880-7123 or by mail at: DG, LLC Prospect Avenue Hackensack, NJ 07601 to request one.

Customs and Import Duties Information

You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; DG Novelties has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the products. It is your responsibility to know the laws of your country and community as they apply to adult products. We will not be held responsible nor will we issue credit for items seized by the customs service of any country.

Customer Care

DG Novelties will make every effort to respond to your customer queries, feedback and order information as quickly as possible. However, due to fluctuating order volume, there may be delays in our response time to your request. Please submit any requests by using the email forms located on our ‘Contact Us’ page, and throughout the site. If you prefer, you can also fax us at (201) 880-7123 or send us mail at: DG, LLC, Prospect Avenue, Hackensack, NJ 07601.