Before You Shop
At Masturbator.ca, we are committed to providing a professional and discreet shopping experience.
To help you make an informed purchase decision, we provide detailed product descriptions, measurements, images, and where available, demonstration videos. We strongly encourage customers to carefully review all product specifications before placing an order.
If you have any questions before purchasing, please contact us at support@masturbator.ca or reach out through our online live chat support.
60-Day Warranty
All orders are covered by a 60-Day After-Sales Warranty starting from the date of delivery.
If your product has a non-human-caused manufacturing defect within 60 days of delivery, we will provide a free replacement.
This warranty does not cover:
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Damage caused by misuse
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Improper cleaning or storage
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Normal wear and tear
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Unauthorized modifications
To request warranty service, please email support@masturbator.ca with:
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Your order number
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A clear description of the issue
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Photos or videos showing the defect
Our support team will respond within 24–48 business hours.
Order Cancellations
Before Shipment
Most orders are processed within 12–24 hours.
If your order has not yet been shipped, you may request a free cancellation by contacting support@masturbator.ca.
After Shipment
Once an order has been shipped, we are unable to cancel it.
If you no longer want the item, you may return it in accordance with our return policy (see below). Return shipping costs are the responsibility of the customer.
Shipping & Delivery Information (Canada)
We primarily ship orders within Canada using trusted carriers such as:
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Canada Post
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UPS Canada
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FedEx Canada
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Purolator
For successful delivery:
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Please provide a valid physical street address.
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We do not recommend using PO Box addresses.
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Couriers may leave parcels at your door if no one is available.
We recommend monitoring tracking information and retrieving your package promptly to avoid loss or theft.
Masturbator.ca is not responsible for packages marked as delivered by the carrier.
Undeliverable or Lost Packages
If your tracking shows delivered but you did not receive your parcel:
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Please check around your property.
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Check with household members.
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Contact the courier directly.
If you still require assistance, contact support@masturbator.ca and we will help investigate.
Return Policy
Due to the intimate and hygienic nature of the products we sell, we maintain strict return guidelines to ensure customer safety and product integrity.
We Accept Returns Only If:
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The product is unopened
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The packaging is fully sealed and intact
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All tags, seals, and original packaging are undamaged
This ensures every product sold remains brand new and unused.
Non-Returnable Items
For health and safety reasons:
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Opened products cannot be returned
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Used items cannot be returned
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Products without original packaging cannot be returned
Unless the product is confirmed defective.
How to Request a Return
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Email support@masturbator.ca within 60 days of delivery.
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Include your order number.
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Provide clear photos showing the unopened and sealed condition.
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Once approved, we will provide you with the return address.
Return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping service, as we are not responsible for lost return shipments.
Return Processing Time
Please allow:
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2–4 weeks for us to receive and inspect the returned item
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5–10 business days for refund processing after approval
Refunds will be issued to the original payment method.
Returns Due to Customer Preference
The above return rules apply to, but are not limited to:
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Ordering the wrong product
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Change of mind
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Duplicate orders
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No longer needing the item
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Price-related concerns
Need Assistance?
If you have any questions regarding returns, warranties, or delivery issues, please contact:
Email: support@masturbator.ca Live Chat: Available on our website
Our customer support team is here to assist you professionally and discreetly.