Terms and Conditions

COVID-19 UPDATE:

We are currently experiencing larger than usual order volumes as well as delays with incoming shipments of new stock that may increase the processing time of some orders. Should there be any issue with the items you have ordered, a representative will be in contact. When your order is shipped, a tracking number will be issued via email. This number will become active once Canada Post receives the item into their system.

At this time, Canada Post is also experiencing several causes of delays. This includes higher volumes of mail, labour disruptions or shortages, confirmed cases at sorting facilities, and technical issues with scanning systems. Due to these complications as well as their suspension of service guarantees we are unable to anticipate an exact delivery date for shipments. Other delays beyond our control may occur.

We are working to get orders shipped and delivered as safely and quickly as possible. We thank you for your support and understanding during this time.

Should you wish to get in touch with us please do so via email as our customer service staff are working remotely during this time. We can be reached using the Contact Form on this site or through orders@arentwenaughty.com.

Discreet Shipping:

First and foremost, we understand that discretion is important to our customers. All orders are packaged in a plain box or bubble envelope. Our company name does not appear on the boxes and the return address on the shipping label is our corporate number, 748485 Ontario LTD. We will not ship any catalogues to your address and all of our invoicing is paperless. Please ensure you provide a valid email address during checkout to receive your invoice and tracking number. For any changes to a shipment, please contact orders@arentwenaughty.com with your full name and order number.

Shipping Security:

Our default carrier is Canada Post. Tracking numbers are sent via email mid-afternoon the day the order is shipped – if you do not receive this email, please reach out to us and we can provide the number to you.

For additional security and discretion, we are able to ship items directly to a post office location. You can request a specific location via email (if available), or request that we Card for Pickup (a nearby location will be chosen by the carrier). For enhanced security, orders may be shipped to a post office by default.

At this time, we do not offer in-store pickup for items or orders. Parcels and items cannot be returned to a store location.

Shipping Costs:

We do not make any profit from shipping. The fees generated during the checkout process are directly calculated by Canada Post based on your location.

For international customers, should there be any additional fees, a customer service representative will be in touch.

Please note that we cannot anticipate any additional taxes or importing regulations your country may have. Orders over $49 will be eligible for free expedited shipping within Canada only. If you wish to change the method of shipping you selected at checkout, please contact us prior to shipment. After fulfillment this cannot be changed.

Delivery Times:

We currently offer three speeds of shipment: Expedited (approx. 3-5 business days), Xpresspost (approx. 1-3 business days), Priority (approx. 1-2 business days).

Please note that these times are an estimate and do not include the time needed to process and fulfill your order. Events such as severe weather or postal disruptions may impact delivery time beyond our control. During holiday or any peak seasons, deliveries may experience delays - so plan accordingly.

Processing Times:

We operate Monday-Friday from 8:30am-3:00pm. We do not fulfill or ship orders on weekends or statutory holidays. Any orders placed Friday afternoon or over the weekend will be processed the following Monday (or Tuesday, if there is a holiday).

Our top priority is getting your order processed and at your door as soon as possible. All orders placed before 9 AM will be processed same day and shipped out if possible. Any orders past 9 AM will be processed depending on availability and order volume.

If there is any issue that will cause an unreasonable delay to your order (see below), a customer service representative will be in touch with you. If you wish to cancel an order, please reach out to us right away, as we try to fulfill as many orders same-day as possible. If your order has already shipped, you can either receive the items or reject the parcel and return it to sender (see below).

Backorders:

While we try to keep our online stock status as up-to-date as possible, there may be some items that move quicker than our system can update. We have several procedures in the case of item unavailability:

If the item is available from a store location, we will have the item transferred in. If this will cause an extended delay in your order, a staff member will notify you. If new stock of the item is set to arrive within a reasonable timeframe, your order can be held until it is able to be fulfilled.

If the item is completely unavailable, you have the option to either remove the item from your order or substitute an item. Your totals and shipping will be recalculated based on the option chosen. A customer service representative will contact you regarding your options and may be able to suggest alternatives.

Since we are a retailer and not a manufacturer, we are not often able to estimate when a back-ordered item will be available. If possible, you can leave your information with our customer service staff and they may be able to notify you if/when an item becomes available or if it is being discontinued.

Testing Procedures:

To ensure that only quality product reaches our customers, we test electronic items before they leave our warehouse. This process includes starting up an item, running an item through its functions, making sure it charges, and checking that all included accessories are present. While we try our best to open item packaging carefully, some items cannot be completely resealed as they were. We reseal these items as carefully as possible for shipping.

If you do not wish to have your items opened and inspected, please email orders@arentwenaughty.com with your full name and order number to let us know. If you choose not to have the item tested, you are releasing Aren't We Naughty from liability if the product is non-functional, broken, or in poor operating condition upon arrival.

Return to Sender:

In order to avoid a parcel being marked for return, please ensure the address provided at checkout is correct. You may also wish to confirm the address when you receive your order confirmation notice. We have several procedures regarding returned parcels:

If the item is returned to sender due an addressing error on our part, we will re-ship the item to you at no cost. If the item is returned to sender due to an addressing error with the information provided (or an order shipped before notice to cancel was received), we can re-ship the item or cancel the order. We do charge a reshipment fee in this case. If the order is cancelled, it will be refunded. Please note that we do not refund any shipping costs. If the item is returned to sender despite a correct address, there may be an issue within Canada Post's system. In this case, we will reship to a nearby post office to avoid the issue reoccurring.

Returns:

These policies are for online purchases only. Please note: Aren’t We Naughty stores cannot assist you with any issues regarding an online purchase. All online claims must either be e-mailed through our Contact Us page or call our helpful customer service staff at 905-499-3698. Our goal is to ensure that you are satisfied with your purchase. When you receive your package, check to ensure there is no carrier damage. If the parcel is damaged and you believe this may have affected the items inside, please keep the parcel sealed and mark it return to sender. It can be dropped off at any Canada Post location and returned to us. Once a parcel is received and opened it is no longer eligible for return. Should there be any issue with the contents within your parcel, please contact our staff right away. Any issues reported within a reasonable time frame will be handled by our team.

Due to the intimate nature of most of the products we sell, all sales are final, and we do not accept returns. Lingerie or any garment that covers an intimate area is not returnable by law (this includes panties, teddies, bras, bikinis, etc.). If you have questions regarding sizing, send us an email and we will try to help as best we can!

In the case of an item issue, we can try to troubleshoot for you. Many of the electronic items we sell are covered by warranties. Reach out to our staff and they can help direct you to the appropriate place to register your product and make a claim. Please note that we are not responsible for any damages or defects caused by customer and will not deal with goods that have been used. All claims will be handled on a case by case basis and will be up to the discretion of Aren’t We Naughty.