Return Policy
Return & Exchange Policy
We want you to be happy with your purchase from Rose Toy Official and offer a 30-day return or exchange policy. If you aren't satisfied with the product, please first contact us at service@rosetoyofficial-us.com to learn how to troubleshoot the problem. Be sure to include your order number and we will assist you as soon as possible.
Based on health considerations, returns are only accepted when items are **brand new and unopened.
Returns & Exchanges Process
1. Please contact us first via customer service email: service@rosetoyofficial-us.com.
2. We will provide you with our return address:
Return Warehouse Address:
95 State St, Westbury, NY 11590, United States
(Please always contact customer service before returning any product).
3. Please attach the order number, your email, and the reason for return or exchange on the return note, and ship it back to our warehouse.
4. We will process a refund or exchange within 7 workdays after we confirm receiving your parcel.
⚠️ PS: Please do not privately return to the address on the package. Always contact us first to avoid unnecessary trouble.
Freight should be paid by your side and customs clearance should be included to avoid being stuck in customs.
Order Cancellation Policy
Orders can be canceled within 24 hours after placement, as long as the order has not yet been shipped.
Our warehouse usually processes and ships orders within 1–2 business days after the order is placed.
If the cancellation request is made before shipping, and within the allowed time frame, we will cancel the order and issue a full refund.
If the order has already been shipped, it cannot be canceled and must follow the return process above.
Non-returnable & Non-refundable Products
* Sales and discounted items
* Products that have been turned on or used
* Underwear or adult products that have been opened
* Items received more than 14 days ago
Refund Processing Time
* We will process the refund within **7 workdays** after receiving the returned package.
* Refund will be returned to the original payment method.
* PayPal: approx. 24 hours
* Credit Card: up to 15 business days
Exchange
Unshipped Orders:Please contact customer service to replace the products for you.
Signed Orders:The products must meet the returnable standards. Please contact our customer service to get the return address.
Shipping Costs & Responsibilities
If the return is caused by the consumer (e.g., wrong purchase, no longer wanted), the consumer should be responsible for the shipping fee. The specific fee will depend on the express company you choose.
If the return is due to our reasons (e.g., damaged goods, wrong items sent), we will cover the shipping cost, and you will not bear any additional fees.
Freight, taxes, and insurance are not refundable.
No restocking fee will be charged to the consumer.
Contact Us
If you have any questions or need more information about our return or cancellation policy, please don't hesitate to get in touch with us. Our friendly and helpful team will be happy to assist you.
📧 Customer Service Email: service@rosetoyofficial-us.com