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FAQs

Anwsers to most commun questions.

Ordering

Can I modify my order after placing it?

Unfortunately, no, we can't add or remove items once your order is place. Please make sure the order is accurate before placing it.

However, in some circumstances we might offer options and help you for a smooth shopping experience.

Can I cancel my order?

It's possible to cancel an order as long as your order has not been processed and/or shipped. Orders are usually completed from a few minutes to up to 72 hours.

If you whish to cancel your order (and if it's possible), follow these steps:

Step 1: Contact our customer support: Use our contact form or send us an email at info@priape.com.

Step 2: Include your order ID: When contacting us, please make sure to include your order ID to allow us to quickly find your order.

Step 3: You will receive a confirmation: We will confirm if we can or cannot cancel your order.

What will be written on my card statement?

The name that will appear on your credit card statement will be: PRIA-WEB 1-800-461-6969.

Shipping

How can I track my order?

To track your order, please check the shipping confirmation email your have received for the tracking number. If you are a registered customer, simply log in your account and check your order history for the details.

My package is lost! What to do?

Delays can happen for different reasons. And delivery compangies such as Canada Post and FedEx can lost packages (it's rare). If you notice your package is not delivered, please contact us.

Usually, we will follow these steps:

Step 1: The investigation: We will contact the transporter and open a service ticket. This step can take from a few days to up to 30 days.

Step 2: We will keep you up-to-date: We will share any details we receive from the transporter.

Step 3: We will re-ship or refund: In case the package is lost, we will offer you the option to receive a new package or refund the order.

Most of the time when an unusual delay occurs, the package is delivered within 1 or 3 days after the expected date.

How long will it take to receive my order?

Standard shipping normally takes 1-10 days. Next day shipping is available on all domestic orders. You'll get an estimated delivery date when your will select your shipping option.

US and International shipping times depend on the products and destination (estimated at checkout).

In-store pick-up orders are usually ready the same day when placed before noon. Please wait for the confirmation before coming to the store.

Are packages discreet?

Yes, we use plain boxes. The name of your store is not written on boxes. Note our store return address is indicated on the label. Get more details here.

Note for COD (Collect on Delivery) the name CP WEB and our return address will be indicated on the label.

Returns and Refunds

How do I return a product?

An item purchased can be returned for an exchange or refund within 14 days following reception. Before proceeding, contact us to find out the methods of return and exchange.

Please note the following products cannot be returned (unless defective):

  • Underwear
  • Latex and neoprene
  • Leather accessories
  • Toys and accessories
  • Lubes, oils and natural products

Please read our Return & Exchange Policy here.

How long will it take to receive my refund?

Refunds are processed within 5 days from when we receive the item(s). We will confirm it to you by email.

Please note once the refund is made, it can take from a few to several days for it to be effective on your card. The delay depends on your bank processing time.

What about warranties?

Most products have a limited warranty of 30 days. If it happens your product is no longer working, please contact us.

After this delay, most manufacturers offer a limited warranty that can be from a few months to a year. You can contact the manufacturer for an extended warranty and we can help you with the details.

Read more details about the Legal Warranties provided by the law by clicking here.

Products and requests

Can we make a special order?

Yes, but it depends on the brand and/or product. If there is a product you would like that we do not offer, please let us know and we'll try to get it from you.

Do you make custom gear?

Yes, our leather workshop can work on custom gear for you. Please note it depends on what you want exactly. We can do little adjustements to make the gear fit you better or create custom piece for you.

Additional fees for customization can apply.

Note we cannot customize neoprene and latex.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.