The Box: How are domestic packages shipped?
All domestic packages are discreetly packaged and shipped in a standard brown cardboard box, plain bags or mailers with a shipping label. There will be no indication as to what the package contains and our logo will not be on the outside of the box.
The Box: How are international packages shipped?
Although we do our best to be discreet, all International shipments must be accompanied by an itemized Commercial Invoice on the outside of the box to pass through Customs. That means "Tantus" will appear on the packing slip, as well as a list of the items you purchased.
Note that the toy names will directly match those in your shopping cart, i.e. to the best of our abilities will not include any identifying terms such as dildo, anal, etc. The slip will also be folded so as not to outwardly display the list, only the address information.
The Shipment: What method do we use?
We use both UPS SurePost and FedEx SmartPost as our primary flat rate shipping method. This is the current method used by many major online resellers including Amazon. If you choose another method for your shipping we will use that method such as ground, overnight, etc. Pricing varies for those other methods.
So what is UPS SurePost or FedEx SmartPost?
This is the current method used by many major online resellers including Amazon. These services use both UPS/FedEx and USPS. UPS/FedEx picks up your package at our facility and transports it to the main post office in your city. The final delivery is made by USPS. SurePost/SmartPost takes an average of 8 working days to ship but that really depends on where you live. Realistic delivery ranges from 3 - 15 business days. This service and delivery time is very similar to ground services offered by both UPS and FedEx.
Why doesn’t my tracking number work?
Don’t panic! In the case of UPS SurePost or FedEx SmartPost which is our normal domestic shipping method, no matter what the e-mail notification states about the shipping company, the tracking number will NEVER be a USPS number. That means it is UPS SurePost or FedEx Smartpost.
These services use both UPS/FedEx and USPS. UPS/FedEx picks up your package at our facility and transports it to the main post office in your city. The final delivery is made by USPS. The special service triggers the release of a USPS notification, even though the tracking number is for UPS. We apologize for the confusion.
I used UPS SurePost and my package was ‘delivered’ but I haven’t received it!
Remember the non-panicking? When your package changes carriers from UPS to USPS, UPS/FedEx makes an educated guess about the package’s arrival time and does not continue tracking the package through USPS. This means it may take SurePost packages an additional 1-2 days to arrive after SurePost/SmartPost says it has been ‘Delivered’.
If I use UPS SurePost to ship to Hawaii, how long will my package take to arrive?
Beware - SurePost to Hawaii transfers the package from UPS to USPS before it leaves the mainland. That means, your package is being sent by sea, and that it will take at least 2 full weeks - up to 3 weeks - for your package to arrive. If you are not interested in these wait times, Express Shipping is your next option.
Okay, I place an order, when will my package be shipped?
Express packages are picked up by 4 pm PST, regular packages are picked up by 5 pm PST. Orders placed by 7:30 am PST will ship out same day. We do our best to process orders the same day they are placed but can only guarantee same day shipments for orders placed by 7:30am PST.
Orders placed after 7:30 am PST will not be shipped until the next business day - even if you have express shipping.
Where does Tantus ship?
Tantus uses UPS, FedEx, and USPS for all shipping. We ship almost everywhere within the continental US and internationally.
Exceptions: We DO NOT ship to GoPost Addresses, to Russia, Mexico, India, Egypt/Saudi Arabia/Iraq/United Arab Emirates/Muslim customs, Singapore, Philippines, or to International PO Boxes.
Can you ship to a P.O. Box or a military PO?
SurePost or SmartPost will deliver to a PO Box within the United States.
We no longer offer a service for International PO Boxes due to excessive shipping issues and lost packages but we do ship to international military PO boxes.
How are shipping rates determined?
Shipping is based upon real-time rates, calculated according to the total weight of the package.
What about duties & taxes for international shipments?
Recipients will be responsible for all duties and taxes incurred upon receipt of shipment. Some countries do not put duties on Sexual Health Products.
What is your return policy?
All products are non-returnable after the point of purchase or after the package arrival. This is for health code reasons since we cannot ensure the sterility of items after they have been received and opened.
That should be a relief - you can rest assured that no product you receive has ever been in the hands of another customer!
What if my product is damaged or contains defects?
Refunds for damaged or defected products will be accepted up to 30 days after purchase. Tantus will address defective products on a case by case basis. If you feel your product has a manufacturing defect please contact customer service immediately at (775) 284-6400 or via email at firstname.lastname@example.org. Please include a photo and description of your defect as evidence.