FAQ

FAQ and Policies
FAQ

HELP! MY TOY WON’T TURN ON!

Some battery-operated toys have a paper slip in the battery compartment to protect the batteries that come with the toy, and it’s easy to mistake this for a defect. Make sure you’ve inspected the battery compartment, placed batteries in their proper positions, and screwed the cap on tightly before assuming it is defective.

Most rechargeable toys need to be given a full charge before use, so let the toy charge to completion before using it for the first time. Refer to the information booklet included for specific charging instructions. Doing so protects the integrity of the battery, much like a cell phone or any other product with a rechargeable battery.

I DON’T LIKE THIS TOY, WHAT DO I DO WITH IT NOW?

Argh! We’re sorry to hear that your toy isn’t the bees knees. All of our products are amazing and high-quality, but we can’t always account for personal preferences. Sometimes finding the *perfect* sex toy is a bit of trial and error, since we can’t realistically allow you to “test-drive” toys before purchase. Luckily, sex toys are versatile, and can be used so many different ways! Feel free to get creative with how you use your toy, it can take a little experimentation to find the best way to use a toy on your body. Vibrating cock rings, dildos and butt toys can always make for great external vibrators, masturbation sleeves are great for slipping over a vibrator for some extra texture, and any vibrator makes for a great body massager! Feel free to leave toy reviews, or send us your opinions for future improvements.

DOES SPECTRUM HAVE A BRICK & MORTAR SHOP?

At the moment, we are online only, but we are happy to assist you and provide personal recommendations via email (or even via DMs!)

HOW DO I CLEAN MY TOYS?

Refer to our materials page for all you need to know about cleaning and care!

WHAT KIND OF LUBES CAN I USE WITH MY TOYS?

Our materials page covers this as well, hooray!

I’M TRYING TO BUY A GIFT FOR SOMEONE, WHAT THE HECK SHOULD I GET THEM?

It’s nearly impossible to assume what someone else will like, since we all like different things. If you know this person very intimately, it’s certainly possible to make an educated guess. We always recommend books, lubes, and massage products because they are very versatile and can be appreciated by just about anyone! You could also get them a gift card.

MY PACKAGE IS NOT COMPLETE! WHERE IS THE REST OF MY STUFF?

Sometimes products ship in two separate package depending on their size and dimensions, so your order may arrive in two separate packages. You may have only received the first part of your shipment, and the rest of your items should be arriving shortly! If you think this is not the case, don’t take anything out of the box, send us a photo of the package exactly how it was packed and email [email protected] right away. We will sort it out as soon as possible.

CAN I PUT THIS IN MY BUTT?

On each product page, there is a “specs” tab. Go to the toy’s page, click on the “specs” tab, and if “anal” is listed as a spec, the toy is anal-friendly! As a general rule of thumb, do not insert anything anally unless it has a definitely stopping point (such as a base) or a strong, reinforced pull cord (kegel balls, for instance, do not have pull cords strong enough to make them safe for anal use.) This is because the anus has a vacuum-like quality to it, and it’s very easy for toys to get sucked inside due to the great amount of pressure the butt has. Unlike the vaginal canal, there is no end to the anal canal, and if the toy were to reach the colon it would pose a great health risk and medical assistance would be needed immediately. Spectrum Boutique is not liable for the misuse of toys resulting in medical injury.

I DRANK A BOTTLE OF LUBE!! WILL I BE OKAY?

We definitely don’t recommend drinking lube in mass quantities because that would be quite pricey, but all of our lubes are body-safe, ingestible, and are in no way poisonous. Product ingredients are listed on each product page, as well as on the bottles, if you are concerned.

WILL MY PACKAGE/BILLING STATEMENT SAY “SPECTRUM” ON IT?

All billing and shipping is 100% discreet, guaranteed! All order arrive in a plain white box with no logos or indicators that you ordered from a sex toy store. On your credit card statement you will see SB LLC. That's us!

I’M NOT SURE THE THING I GOT IS THE THING I ORDERED, HOW CAN I DOUBLE-CHECK?

Shoot us an email at [email protected] and we’ll get to the bottom of this, it helps to send us a picture!

I LOST THE CHARGE CORD FOR MY TOY, HOW DO I GET A NEW ONE?

All rechargeable products come with their own charger, but if you’ve broken or misplaced a charger, there are ways of replacing it. We recommend contacting the brand or manufacturer directly!

HOW OLD DO I HAVE TO BE TO ORDER FROM SPECTRUM?

U.S. law requires you to be 18 or older to order from Spectrum Boutique.

IS THIS TOY WATERPROOF?

Product packaging is often misleading. Many products that are not waterproof boast waterproof capabilities. If you aren’t sure whether a toy is waterproof or not, go to the product page, and click on the “specs” tab. If the toy is listed as “splash-proof”, this means the toy is shower-friendly, but should not be submersed. If the toy is listed as “waterproof”, then the toy is, in fact, waterproof and can be submersed. If a toy plugs into a wall outlet, do not use the toy near water, and spot-clean the toy while unplugged. Spectrum Boutique is not liable for any injury resulting from misuse of a toy.

CAN I TRANSMIT STIS/DISEASES BY SHARING THIS TOY?

Our materials page goes over what materials can be disinfected, and how to go about doing so. In general, placing a condom over a toy is a great way to make clean-up easy while also preventing the transmission of STIs.

SHIPPING POLICY

Because of mail delays due to COVID, international orders might take slightly longer than usual to arrive. We cannot offer any discounts or refunds for orders that do not arrive by a specific date. We apologize for any inconvenience, and appreciate your understanding!

We apologize but we are temporarily unable to ship to PO Boxes. If your order has a PO Box, we will email you for an alternate address or we can cancel your order.

If you want to change or cancel your order, send an email within 24hrs to [email protected].

All U.S. orders over $99 ship FREE!

$8 flat rate shipping for standard sized products in the U.S.

Shipping, as well as billing, is discreet and will not have “Spectrum” or any other adult company name visible. Most orders ship within 1 business day. You must be at least 18 years of age to order from Spectrum Boutique. We will never knowingly ship an order to any persons under 18. By use of this site you are confirming that you are 18 years of age or older.

Standard sized products fit in a variety of flat rate shipping boxes. If the product is over-sized in either dimension or weight we will have to add additional shipping to the product. You can see what the shipping will be for the product in the cart before you check out. In some cases, additional shipping will be listed in the product description, but not always. Feel free to contact us if you have any questions about this at [email protected].

Please confirm your shipping address before you check out. We are not liable for product shipping once it has left our facilities. Examples where we cannot help you include: If you are no longer at the address when the package arrives such as shipping to a hotel, if you are not there to receive it at your home or elsewhere, or if you do not claim it in time from a shipping facility.

Products returned to us from failure to claim or bad addresses will be returned into inventory automatically. You will be charged for shipping plus a 10% restocking fee with a minimum of $10. The rest will be returned to you as store credit. If you would like the product, you will have to place an order again. We cannot offer you free shipping on the returned product if the order is under $99.

What if my item is backordered? A backordered item is an item that is out of stock, but will be restocked shortly. Buying something on backorder means that you will receive your item with a slight delay. For an ETA of when a backordered item will be restocked, email us!

We are not responsible for any fees or taxes imposed by your country including but not limited to customs fees/tariff.

We are not responsible if your products are turned away at customs, if the country does not allow adult products to enter its borders or if it is criminal to possess an adult product generally or specifically. Please research ahead on the policy of the country you are shipping to.

Please note that many brands restrict us from selling their products outside of the U.S. In most cases our software will prevent you from checking out these products.

Spectrum Boutique is not responsible for lost or stolen packages. Once a package leaves our premises with a shipping carrier (USPS, FedEx, UPS, etc), you must follow up with the carrier directly if your package is not delivered successfully. We will send you tracking information as soon as the package is sent out. To track your package, please visit the carrier’s website and enter your tracking number into their tracking tool. If you can’t find your tracking number, please contact customer service at [email protected] and we’ll be happy to supply you with your tracking information.

If your package is not delivered, please contact the carrier to file a claim. Please note: if your package is marked as “delivered”, you will not be able to file a claim. If it is lost in transit (i.e. never delivered), you will be able to file a claim for the amount covered by your insurance.

Please confirm what shipping carrier you chose when you placed your order. Below you’ll find contact info for the different services we use. Please note: You do not have to disclose the nature of the products in the lost package. Make sure you have all of the relevant information when you reach out, including your tracking number and the exact address where you were expecting your delivery. Different carriers require that you report a lost item within different timelines. Generally speaking, you will need to file your claim within 72 hours of when the package was reported as delivered.

SHIPPING CARRIER CONTACT INFORMATION

UPS:

Online: https://www.ups.com/us/en/help-center/claims-support.page

Phone: 1-800-PICK-UPS

UPS will require you to provide the following information:

  • Your contact information: This includes your name, telephone number, and email address.
  • Pickup date
  • Package weight
  • Description of problem
  • Number of lost or damaged items
  • Tracking/Reference number(s)
  • Merchandise value and currency

USPS:

Online: https://usps.force.com/emailus/s/package-inquiry

Phone: 1-800-ASK-USPS (1-800-275-8777)

USPS will require you to provide the following information:

  • Tracking number
  • Class of mail and special services used
  • Where it was mailed from (choose “business”)
  • Where it was supposed to be delivered
  • Type of mail (package)
  • Do you know the contents (these are general categories, you don’t have to disclose the nature of the contents)
  • Dollar value of items
  • Do you suspect mail theft?
  • Other issues?

It may be most effective to visit your local post office to file a claim in person, as USPS phone and online services tend to experience delays. When you go to the post office, make sure you can answer the questions above, and request to speak to a supervisor.

If you have any questions or concerns about shipping please feel free to contact us at [email protected] and we will be happy to find a solution.

RETURN POLICY

We want to thank you for choosing Spectrum Boutique and hope that we have done everything possible to help you make the right purchase. For health and safety reasons, we do not accept returns or exchanges, and all sales are final. This includes all products, even if they are still in sealed packaging and have never been touched. Since we cannot accept returns of any kind, we recommend that you do your research before you buy and if you have questions we are always here to answer them. Email us anytime at [email protected], we are happy to help.

If you think that you ordered the wrong product, please contact us as soon as possible. If we haven’t packed your order yet, we would be happy to assist you in changing your order. Once it has been packed there is nothing we can do to stop it shipping out.

Occasionally, due to differences in screens, cameras or photographs, colors may be different than you expect. We do our best to make sure this isn’t an issue, but Spectrum Boutique is not responsible for these differences. Images of products can be deceiving from time to time. In order to make you are choosing the correct sized product, look for the specs to see the dimensions. Whenever possible we try to make sure that the given measurements are accurate, but again we cannot be held accountable if there are subtle variations either due to mismeasurement or misproduction. If you find that measurements are way off from the manufacturer measurements, please let us know so we can contact the vendor. Unfortunately we still cannot offer a refund for any product that has left our facility, regardless of whether the size or color is off from what you expect.

While we can’t process returns, if your purchase is damaged or defective upon receipt, we will grant an exchange for the same exact product up to 10 days from the date it was delivered. If for some reason we are sold out of the specific item, store credit for the amount paid will be issued. “My partner didn’t like it” or “my cat scratched it” are not acceptable grounds for a damage or defect exchange. In other words, the ONLY time we can exchange a product is if it doesn’t work when you first receive it, see below for return instructions.

If your toy inexplicably stops working at any other point, check to see if your toy has a manufacturer’s warranty. If there is a manufacturer’s warranty, we do our best to list that in the specs/tags on the the product page. If your toy is covered, contact the manufacturer directly. If you need help getting connected, hit us up, we will do whatever we can to help you.

If you think you may have a damaged or defective product, send an email to [email protected] with your order number, and we will assist you as soon as possible. If an exchange is granted, make sure you have all the product parts, accessories, and packaging that came with the product in order for the exchange to be granted. DO NOT SEND YOUR PRODUCT BACK UNLESS YOU HAVE RECEIVED A RETURN MERCHANDISE AUTHORIZATION (RMA). If you send your opened product back without an RMA, it will be disposed of and no refund or credit will be given. We are sorry, but no exceptions can be made.

If you believe we have shipped you the wrong product, please do not open the product package. Take a picture of the product in the box and email us, make sure you tell us your order number in the email.

TROUBLESHOOTING COMMON ISSUES

If you believe your product is defective, please take the following steps to troubleshoot common issues before contacting us.

  • If your product is battery operated, please replace the batteries with a full new set. Double check that all the batteries are facing the right direction, and that they are fully inserted.
  • If your product is rechargeable, make sure it is fully charged. Please refer to the manual included with your product for the recommended charging time. Bring your product to a complete charge before your initial use, and every time you charge it thereafter. Some products have indicator lights that signal whether your product is charging and when it’s fully charged. The product manual will have more information on these features.
  • If your product plugs directly into an outlet, or if you are charging your toy by plugging it into an outlet, please confirm that the outlet is working. Also confirm that your product is compatible with the voltage of your outlet. This is particularly important if using your product internationally.
  • Refer to your product manual about how your product is powered on. All products power on and off differently, for example, some products require you to hold the power button for several seconds, while others require that you press the button multiple consecutive times.
  • Many products have built-in travel locks. Refer to the manual for instructions on how to lock/unlock your product before use.
  • Before contacting us, please read the entire user manual. Many products will have unique power and charging instructions.

INSTRUCTIONS TO RECEIVE A RETURN MERCHANDISE AUTHORIZATION (RMA)

  1. Immediately contact us at [email protected] if you receive a product that isn’t working or you think might be the wrong product.
  2. When you email us, please send an exact description of the problem, the order number and a photo or video of the product and problem.
  3. We will determine whether the product is eligible for exchange and if so, we will send you an RMA. It will include exact instruction on how to send the product back to us or in certain cases we might have you dispose of the item.
  4. Once the item has been returned we will do an inspection. If there is evidence that the item has been tampered with, previously used, or replaced with an old or different item, we have the right to refuse a replacement.

If we authorize a return, we will send you an exact replacement of the toy in question. You will not be able to choose a different product, size or color. If for some reason we do not have the exact product or it has been discontinued, we will send you a store credit to buy whatever you wish. There are no circumstances where you will receive a refund. Please do not ask.

CONTACT INFO

The best way to contact Spectrum is to email us at [email protected]. That will always be the quickest way to get a response. We have a fax number and it is (313) 395-1084. This will also ultimately send us an email, but of lower quality. If you would like to leave us a voice message, call (313) 915-0477‬. Make sure to leave your email address on the message and an order number if it's in regards to an purchase. If you need tracking information, try checking your account page by logging in to spectrumboutique.com. Lastly if you need to mail us something, send it to:

ATTN: Spectrum Boutique
1365 Jarvis St Ferndale MI 48220

We do not have a physical retail store, we can't sell you anything from this location and our customer service agents are located in their own homes, not here. This is where our packages are sent and received. :)

JOBS @ SPECTRUM BOUTIQUE

Currently Spectrum Boutique is fully staffed. If you feel like you would be a valuable addition to our team in the future, we are always accepting resumes. Positions include: Retail Associate, Warehouse Staff, Social Media Management, Sales, and PR.

[email protected]

Subject: Resume Submission for (Position)

If you wish to be a writer for our upcoming culture site, see Contributors

CONTRIBUTORS

If you would like to submit an article or a product feature to Spectrum Boutique, please send us an edited draft and at least one supporting photo (if applicable).

[email protected]