Frequently Asked Questions
Q. How quickly do you fulfill orders?
A. Orders are processed and shipped 24-72 hours after the order is placed. Exceptions to this are custom ordered items, which may take an additional 3 business days to 3 weeks for orders to be sent depending on the item ordered. Manufacturing times are indicated in the item’s description. If you need an item by a certain date, please email the item number to us at sales@iFashionWarehouse.com to confirm availability.
Q. I placed an order and requested express shipping, will my order ship the next day?
A. Sensual Surprises does not guarantee next day shipping. Express orders are given a higher priority and will be packaged and shipped quicker than ground orders. If you need an item by a certain date, please email the item number to us at sales@iFashionWarehouse.com to confirm availability.
Q. May I place an order over the phone?
A. We kindly request that all orders are placed through our website to avoid any delays.
Q. I have a question regarding sizing.
A. Each manufacturer has it’s own sizing chart to insure a perfect fit. Because most of our product selection has body hugging and figure enhancing styles, we suggest ordering the next larger size if you are unsure. You may also email us at sales@iFashionWarehouse.com if you have specific product questions.
Q. I am in between sizes, should I order a smaller or larger size?
A. It is always recommended that you order the larger size. Most items contain some Lycra for a bit of stretch. If necessary, you can slightly alter an item with a professional tailor for the perfect fit.
Q I placed an order today, but I have not received an order confirmation.
A. Check your bulk mail folder. Two order confirmations are immediately sent to you after placing your order using the email address you provided during the checkout process. One order confirmation is from PayPal and the second order confirmation is from Sensual Surprises, which includes your order number and information on tracking your order.
Q. I placed an order several days ago, but I have not received tracking information.
A. Check your bulk mail folder. Tracking information is sent to you using the email address you provided during the checkout process. Also, please allow 24-72 hours for order processing for standard shipping and 24-48 hours for express shipping.
Q. I have not received all my items that I ordered.
A. Your items may arrive in separate packages if you have ordered from several manufacturers. Each package has its own tracking number that was sent to you using the email address you provided during the checkout process. You may also check your order status by logging into the order status page at: http://www.sensualsurprises.com/Support/OrderStatus.aspx
Q. I received a defective item, may I return it?
A. Defective items may be exchanged for the same style and size. Please notify sales@iFashionWarehouse.com for return instructions.
Q. Do you mail catalogs?
A. We do not print our own Sensual Surprises catalogs. The catalogs that you see online are from some of the manufacturers. Catalogs are only availabe in a PDF version. We don't have any physical catalogs to mail.
Q. I would like my order sent to my PO Box or APO and not my street address, is this possible?
A. Since many of the manufacturers ship using UPS or FedEx which do not deliver PO Boxes, it is possible to have your order forwarded using the USPS for an additional charge. Please contact us at sales@iFashionWarehouse.com for shipping rates and details.
Q. How long does it take for refunds to be processed?
A. Please allow up to 14 business days after receiving the returned item(s) for your refund to be processed on your credit card. We will refund the full order amount minus shipping upon receipt of your item(s).
Q. Do you ship internationally?
A. We ship to all countries via USPS mail with tracking. Please allow an additional 5-7 business days before orders are shipped (for in-stock merchandise) and the USPS recommends including the customer’s phone number on shipments. Please note: Sensual Surprises is not responsible for customs and import taxes and/or duties. All items will be marked as “merchandise” unless otherwise specified.