We do not distribute, sell, or rent your name or personal information to
any third party, and will never do so without your permission. This
includes any e-mail addresses or mailing addresses that you provide.
When you place an order, your mailing address is for shipping use only.
It is very important for you to provide the correct information for a
couple of reasons. First and foremost let us reassure you that we do not
share this information with anyone unless it is directly related to
your order (such as providing info to the carrier). A correct e-mail
address is necessary for you to receive any updates and/or tracking
information regarding your order. We do not share your e-mail address
with any third parties that will send you unwanted or spam mail. Your
e-mail address used to contact you online is used solely for use between
you (buyer) and ZALO USA LLC to respond to any inquiries regarding orders or
products and to comply with any requirements of law i.e.: verification
for suspected fraudulent activities. We generally choose to e-mail our
customers realizing that you may not want to discuss your order over the
phone, however, if we do need to call you it is only out of necessity.
Rest assured that the conversation will be as discreet as possible with
no direct reference made to the items in your order.
We respect your privacy! Package contents and our website are not
disclosed on box. All of our packages are either plain brown boxes or
standard issued packaging from UPS, FedEx, or USPS. Return address is nondescript. Also, no catalogs will be
mailed to your home.
Gharges appear as Ovsonet Ltd, which is our corporate name. You may not
recognize this name after checkout as it does not match the name of this
website, so please make a note of it. Also, no catalogs will be mailed
to your home.
Whenever you place an order with us, a confirmation e-mail is sent to you
with details of the order you have made. As soon as your order is dispatched, a second confirmation e-mail is sent to you
indicating that your order is now in its way to you. If you have not
received these e-mails, it is possible they may have been caught in your
spam mail folder. It is advisable to look through your spam mail and see
if your confirmation e-mails have appeared there, as you can then make
adjustments to ensure that they come through to you without issue in the
future. It is also possible that there may have been some sort of error
with your confirmation e-mails not reaching you, either because of
server issues or problems in transit. If in doubt as to the status of
your order click on "Order Status" and enter the required information. If you are unable to look up your order e-mail us at firstname.lastname@example.org.
Generally speaking, no. Once an order's status is "Processed" it is very
difficult to make changes especially once it has been in the system for
12 hours or more. Orders move very quickly through the warehouse
system, even on the weekends. Please contact us immediately via e-mail
at email@example.com. Sending us an email, or using the contact form is the fastest way to contact us. We are unable to add any items to an
To cancel your order please contact us as soon as possible via e-mail
at firstname.lastname@example.org or call us at 1-888-245-5282. Sending us an
email, or using the contact form is the fastest way to contact us. In
most instances, your order is processed the same day so you get it
quickly. Therefore, there is no way to cancel an order once it has been
processed/or shipped. Please order carefully.
advised, if you no longer wish to receive your 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. Please keep in mind that shipping is non-refundable.
While our main warehouse houses the majority of the products we carry -
some of our inventory is not in "real time". What that means is that
some products are not removed from inventory as they are being ordered.
This is because we have access to several warehouses and vendors across
the country and often if something is not in stock in our main warehouse
we are still able to source it elsewhere and fill your order. If there
is ever an instance when your order cannot be filled, we will contact
you with available alternatives, or we may suggest another product. On
occasion, an item is just not available from any of our sources either
because of a production issue or a discontinuation. In these cases we
will notify you immediately and refund your order.
While we do our best to fill your order as expediently as possible there
are occasions when an item may not be available. We will notify you
immediately and cancel and refund the part of your order or give you the
opportunity to select an alternative item. If you would like to be
notified once the item becomes available again, just let us know and we
will contact you via e-mail when the item is back in stock.
98% of the time orders are processed and shipped within 24 hours (in
stock items only) during the business week. Your order will be processed
and shipped same business day if made before 11:30 am CST. Keep in mind
that weekends and holidays are not considered business days by ZALO USA, or our shipping partners.
USPS does not guarantee delivery around holidays, and in the case of
bad weather. Please note that the shipping options you choose take
effect on the day the item ships, not the day you order.
control delivery errors, especially if your address is incorrect, or not
We generally ship by FedEx, but may use a different carrier at our discretion (UPS, USPS). We do not accept COD (cash on delivery) orders.
Standard Shipping 2-7 Day Delivery:Free!
FedEx 2-day Delivery: $4.99*
*shipping is not available for P.O. Boxes, APO or FPO addresses or international shipments.
Australia, Belgium, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Sweden, United Kingdom: $14.99
Allow 7-10 business days from date shipped, longer for outlying areas. We currently offer international shipping to Canada, Australia, Belgium, Findland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Sweden, and United Kingdom.
International shipments require customs paperwork and these shipments
will take approximately 1-2 weeks from the shipping date to be delivered
depending on customs clearance into your country. You will receive a
tracking number once the order is shipped. This can be tracked for your
convenience on the www.USPS.com website. Customers may want to check
with local customs regulations to be aware of the laws within their
country. All items that we sell on our site are legal in the USA, however
if certain countries restrict these items for use or sale we cannot be
held liable if these items are seized or confiscated by customs. We also
are not held liable for any tariffs, import duties or international
taxes that may be imposed outside the USA. On all international shipments
once the shipment arrives into the destination country and customs
received the package, the customs agents make all the final delivery
arrangements. After tracking the package on www.USPS.com and it states
the package is in customs the customer can contact their local customs
agents for final delivery information and arrangements.
For standard shipping
please allow up to 30 days for your order to arrive for APO & FPO
boxes only. Please note that all APO/FPO orders must pass through military customs which may affect your delivery date.
We currently offer international shipping to Canada,
Australia, France, Germany, Italy, Netherlands, New Zealand, Norway, and
Sweden. International shipments require customs
paperwork and these shipments will take approximately 1-2 weeks from the
shipping date to be delivered depending on customs clearance into your
country. You will receive a tracking number once the order is shipped.
This can be tracked for your convenience on the www.USPS.com website.
Customers may want to check with local customs regulations to be aware
of the laws within their country. All items that we sell on our site are
legal in the USA, however if certain countries restrict these items for
use or sale we cannot be held liable if these items are seized or
confiscated by customs. We also are not held liable for any tariffs,
import duties or international taxes that may be imposed outside the
USA. On all international shipments once the shipment arrives into the
destination country and customs received the package, the customs agents
make all the final delivery arrangements. After tracking the package on
www.USPS.com and it states the package is in customs the customer can
contact their local customs agents for final delivery information and
If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt.
We cannot accept returns or exchanges on items that have been
opened. This is for the health, safety and peace of mind of our
customers. It is also the law.
Opened pleasure objects may only be returned under warranty.
Shipping charges will only be refunded in cases where our error caused the return.
Pre-authorization is required for all returns and exchanges.
ZALO will not bear the costs of return shipping.
If you purchased your product from an alternate ZALO retailer, only
defective items may be returned under warranty with a valid proof of
purchase. We will not accept unopened returns from an alternate ZALO
retailer. To return or exchange an unopened pleasure object, please contact us via email at email@example.com.
If upon receipt of your delivery you find that the box has been
damaged, opened, or its contents are missing, please ensure that you
take a photograph of the damaged packaging which should be emailed to
us. If you are at home during the delivery write “Damaged/Opened/Missing
content" and refuse the package when delivered by FedEx/UPS/USPS/DHL.
You are are having trouble with your LELO pleasure object, and need
to take advantage of our warranty, please follow this link for more
We want to ensure that you get great customer service. If you have any
questions or problems please complete the contact form on "Contact us" page and one of
our staff will be glad to help you. You may also reach us by phone or
email Monday through Friday 8:00 am - 4:30 pm CST (excluding holidays). Sending us an email,
or using the contact form is the fastest way to contact us.
All ZALO products have successfully passed the most rigorous quality tests and all items are inspected for any defects at the end of the manufacturing process.
ZALO warrants for one year from date of purchase against manufacturing defects caused by workmanship or material failure. In rare instance you discover a defect and notify us during the warranty period, ZALO will, at its discretion, replace the product free of charge. This warranty does not cover cosmetic deterioration caused by normal wear and tear or damage resulting from accidents caused by improper and incorrect use or damage resulting from repairs or dismantling undertaken by a non-authorized retailer, technician, or customer service center. Please keep your original purchase receipt together with your ZALO product's warranty card for the duration of the warranty period.
All product warranty claims must be returned to ZALO with shipping paid. ZALO will not bear the costs of shipping.
Note: If you purchased your item from a different store or website, please refer to them for return and/or warranty assistance.
DISCLAIMER: This website is intended solely for viewing and purchasing by an adult audience. If you are under 18 years old (21 years old in some states) we ask you to leave this website immediately. No exceptions.