Q: How long will it take for my order to arrive?
A: We ship all orders within 24 hours of an order being placed. Orders are shipped from our warehouse in London, Ontario. Orders to Ontario and Quebec usually arrive within 1-2 business days. Order to other provinces usually take 3-5 business days to arrive. Keep in mind all orders are shipped with Canada Post, so depending on your location and Canada Post’s delays, orders can take a bit longer, especially if you’re located outside of a major city. Orders shipped to the United States depend on Customs and USPS, check out the shipping expectations at Returns & Shipping. When your order has been shipped, you’ll receive an email from us with the tracking number, Free Shipping to the United States is shipped via Small Package Air which does not have a tracking number, these orders usually take 4-10 business days to arrive but can take longer if it’s during the busy shopping season like the holidays.
Q: Will my order be shipped discreetly?
A: All orders are shipped in a plain brown box or envelope with No Indication of what’s inside on the package. The return address will be from BTT not Bed Time Toys, so no one will know where your package is from.
Q: Can I cancel my order?
A: Unfortunately after an order has been placed it cannot be cancelled. This is because our warehouse operates independently from our customer service. Our warehouse works over the weekend and during the night to ensure your order is shipped out as soon as possible. As soon as an order has been received the warehouse staff begin working to ship your order out. Our customer service team works during the weekdays and aren’t able to stop orders from being shipped out. So make sure you’ve ordered the correct item.
Q: How do I know that you’ve received my order?
A: You will receive an email confirmation after your order has been placed, make sure your email address is correct so you get the email confirmation and notification when your order has been shipped with the tracking number.
Q: Will I see Bed Time Toys on my Credit Card statement?
A: Your Credit Card statement will say ‘BTT’ and your PayPal statement will say 'VINC' (our parent company) not Bed Time Toys, so your purchases will be discreet.
Q: How do I send an Interac e-Transfer?
A: After you place your order, you’ll receive an email confirmation with directions of how to send the e-Transfer. Interact e-Tranfers are sent to firstname.lastname@example.org, the account that you’ll be sending the e-Transfer to is named ‘Vishnu Incorporated’ our parent company. In most cases you won’t have to put in a question and answer because it’s setup for automatic deposits, however in the case that you’re prompted to enter a question and answer, the question should be ‘my order number’ with the answer being your order number, which is in the confirmation email you received. If you choose to use and different question or answer, please put the answer of the question in the notes section when placing your order.
Q: I forgot to use the coupon code, can I still get the discount?
A: If you’ve forgotten to use the coupon code, Contact Us as soon as possible, as long as you’ve contacted us within 24 hours of placing your order, we will do our best to refund you the amount of the coupon code. If it’s after 24 hours we would have already closed out the day and we’re unable to offer you a refund.
Q: Can I unsubscribe from your newsletter?
A: Absolutely at the bottom of the newsletter you’ll see an ‘unsubscribe’ link, just click that link and you won’t receive our newsletter and longer.
Q: Can I return something I don’t like?
A: Unfortunately because of the nature of the products we sell, we cannot accept returns on items that are the wrong size, colour or if it’s not what you expected. We have very detailed descriptions of the products we sell, so make sure it’s the correct size and colour before placing your order. You can read our full Return Policy to find out more.
Q: My toy is defective, what can I do?
A: If you find that you’ve received a defective item or it becomes defective, we will offer you store credit or a replacement, as long as it’s within 30 days of when the order has been placed. Sign In into your account at Bed Time Toys, next to the order you’ll see a ‘Return Items’ link, select that and the reason for the return and any comments about the product. We’ll receive a Return Request and will email you about the process. In most cases we send you a return shipping label for a defective product, but some manufactures prefer to deal with Defective Products themselves, if your product is from on of these manufactures, we’ll email you with the details of how to contact them about getting your toy replaced. For orders placed from the United States, we cannot send you a return shipping label because we are limited by Canada Post, who cannot ship from the United States to Canada since it’s the USPS that operates in the United States and we are unable to get a USPS account since we’re based in Canada. Contact Us and we’ll do what we can to solve the problem. It's also very important to register your new toy with the manufacturer, by registering your toy, you could get an extended Warranty for free.
Q: How do I access my Bed Time Toys Reward Points?
A: To log into your account to see how many points you have or to get a coupon code to use when placing an order based on how many points you have, Log into your Bed Time Toys Rewards Points account and you’ll have access to your account.
Q: Do you share my email address or personal details with anyone?
Q: Do you keep my Credit Card information on file?
A: We do not store your credit card information. Our Credit Card Processor Stripe, only shows us the last 4 digits of your credit card number and the type of card used. We do not have access to your credit card number. This is another step to ensure your shopping is safe and secure.
Q: Can I place an order without creating an account?
A: Definitely, you simply have to select ‘Checkout as Guest’ during the checkout process and an account won’t be created for you. It is beneficial to have an account on Bed Time Toys, it will allow you to keep track of your orders, send us messages and manage your Bed Time Toys Reward Points. Your personal details are kept safe and not shared.
Q: What types of payments do you accept?
A: We accept all major Credit Cards, Visa, Mastercard, American Express, PayPal, Interac e-Transfers for Canadian customers and we offer Sezzle where you can Buy Now and Pay Later over 4 payments with no interest. You can also pay using Apple Pay and Google Pay.
Q: I need to change my account password, how do I do that?
A: There are two ways to change your password, the first is to Sign In into your account, under the account tab you’ll see the option to change your password. The second way is to go to the Sign In page, put your email address in and click ‘Forgot Password’ we’ll send you a link to your email address with a link to change your password.
Q: How do I use a coupon code?
A: During the checkout process you’ll see a ‘Promo/Gift Certificate’ link, click that and enter the coupon code.
Q: Can I pick up my order in person?
A: Regrettably our warehouse isn’t equipped for pickups and isn’t open to the public.
Q: My order is supposed to get Free Shipping but I don’t see that option during checkout.
A: Free Shipping applies to all orders that are begin shipped to Canada and the United States. Keep in mind that the subtotal of your order has to be over $49 AFTER the coupon code has been entered. In many cases the coupon code will lower the subtotal below $49, so you’ll need to add something to your order like a bottle of lube or toy cleaner to qualify for Free Shipping.
Q: Can I place an order over the phone?
A: Yes, send us a message or send us an email via the Contact Us form with your phone number and we’ll call you back to take our order over the phone, you can also give us a call at 1855-288-8697 during business hours and we’ll be happy to help you?
Q: I live outside Canada or the United States, will you ship to me?
A: We ship worldwide, unfortunately the Free Shipping promotion is only for orders in Canada and the United States so you’ll have to pay for shipping. Keep in mind that in some countries Adult Toys are illegal, because of this we cannot be responsible if your order isn’t processed through customs and is not delivered to you.