SHIPPING, RETURNS, AND WARRANTY POLICY

At Íntima Pleasure, we are committed to providing you with a discreet, reliable shopping experience that meets high quality standards. Below, we transparently detail the policies governing our dispatches, door-to-door delivery processes, invoice issuance, returns, and warranties throughout the national territory.

1. Door-to-Door Shipping, Times, and Dispatch Frequency

Our logistics operations are carried out in partnership with the parcel specialist company Multientregas, guaranteeing a direct delivery service to the door of your residence, office, or specified address.

  • Service Modality: All our shipments are strictly door-to-door nationwide. The courier company will manage delivery directly to the point specified during the purchase process.
  • Scheduled Departure Days: As part of our consolidated logistics, we dispatch and collect 3 times a week: Mondays, Wednesdays, and Fridays.
  • Cut-off Time: Orders with confirmed payment before 11:00 a.m. on a dispatch day (Monday, Wednesday, or Friday) will be processed and handed over to the courier company on the same day. Any order confirmed after the cut-off time or on non-working days will depart on the next scheduled dispatch day.
  • Transit Times (via Multientregas after dispatch):
    • Panama City (Metropolitan Area): Estimated delivery within 24 business hours.
    • Panama West and Major Inland Cities (Chiriquí, Coclé, Colón, Herrera, Los Santos, Veraguas): Estimated delivery between 24 and 48 business hours.
    • Remote or Hard-to-Reach Areas (Darién, Bocas del Toro): Estimated delivery of 48 to 96 business hours.
  • Delivery Schedule and Protocol: Deliveries are made Monday through Saturday. Each delivery attempt includes a waiting tolerance of up to 15 minutes by the messenger at the destination point. If the recipient cannot be located, a second delivery attempt will be made according to the logistics operator's protocols.

2. 100% Discreet Packaging and Confidentiality

We understand the importance of privacy with every order. All our packages comply with a rigorous standard of neutral packaging:

  • Products are sealed in security bags or completely opaque, non-transparent boxes.
  • Exterior shipping labels contain only the basic information required by the courier for transport (recipient's name, address, and phone number).
  • In no case will the exterior label show adult content logos, images, item descriptions, or the word "Sex Shop".

3. Electronic Invoicing

In compliance with Panamanian tax regulations and in favor of digitalization, all purchases generate an official electronic invoice.

  • The digital tax invoice will be sent automatically to the email address registered during the purchase within 2 to 3 business days after payment verification.
  • If you require the invoice to be issued with specific Name/RUC Invoice details, please ensure you provide this information when completing your order.

4. Returns and Exchanges Policy

For strict reasons of hygiene, public health, and sanitary safety, as these are intimate and personal use items, we do not accept exchanges or returns for dissatisfaction, personal preference, or change of mind once the package has been delivered.

We invite you to carefully review the specifications, dimensions, materials, and functions described in each product's description before finalizing your purchase.

5. Warranty for Manufacturing Defects

We guarantee the correct functioning of all our products at the time of delivery. In case of receiving an item with a manufacturing defect or original technical fault, the warranty procedure will be governed by the following terms:

  • Notification Period: The customer must report the issue within a maximum period of 24 to 48 hours from the reception of the package through our official customer service channels (WhatsApp or email).
  • Required Documentation: To validate the warranty, it is essential to attach the electronic purchase invoice, a detailed description of the problem, and a clear video showing the technical or electronic fault of the product.
  • Item Condition: The product must be returned in its original packaging, including all its accessories, charging cables, manuals, and complementary parts.
  • Evaluation and Replacement Process: Once the manufacturing defect has been inspected and confirmed by our team, we will arrange for a replacement with a brand new item at no additional shipping cost to the customer.
  • Warranty Exclusions: The warranty does not cover damage caused by improper or negligent use, forced manipulation, tears in flexible materials (silicone or TPE), water immersion in non-submersible products, or the use of incompatible lubricants (such as silicone-based lubricants on silicone products).