Help Center

Here you can get straightforward solutions to your questions and a clear understanding of our sales policies.

Where is my order ?

How to track your parcel online ...

How do I return an item?

It's quick and easy...

Help! My toy's not working

Our top tips to get it going...

Are e-invoices available?

E-invoice will be sent to your email...

Where is my order ?

How to track your parcel online ...

How do I return an item?

It's quick and easy...

Help! My toy's not working

Our top tips to get it going...

Are e-invoices available?

E-invoice will be sent to your email...

FAQs about delivery

What are the delivery options and costs?

We are proud to offer free worldwide delivery on all orders—with no minimum spend required.

During checkout, you will see the available delivery options and their estimated timeframes for your location.

For more details on delivery times and policies, please visit our Delivery page.

Which countries do you deliver to?

We are pleased to offer complimentary worldwide air shipping to all destinations.

All orders are shipped from our logistics center in China to ensure cost-effective delivery for our customers.

Is the packaging discreet?

Of course! We ship all orders in plain, discreet packaging – just a simple brown box or envelope – so only you know what's inside.

Is tracking available for my order?

Yes, absolutely. Tracking is included with all orders.

Once your package ships, we'll send you a confirmation email with your tracking number and a link to follow its progress.

When will I receive my package?

Please allow up to one week for us to process your order for shipping. Once dispatched, most deliveries are completed within 15 days, though this can vary by location.

You can track your order's status anytime by logging into your Pellegrace account.

What should I do if my order hasn't been delivered yet?

Hasn't your order shown up? Please let us know within 14 days of when it was expected. This gives us time to help! We can't investigate lost packages after that.

FAQs about payment and returns

How do I cancel an order?

We regret to inform you that once an order is placed, we begin processing and preparing the items immediately. Therefore, if you insist on canceling the order, a 5% cancellation fee will be applied.

Should you wish to proceed with cancellation, please note the following policies based on your order status:

1. If your order has not yet been shipped:
· Cancellation within 24 hours of order placement will receive a full refund.
· Cancellations after 24 hours will incur a 5% processing fee.

2. If your order has already been shipped:
· Unfortunately, we cannot accept cancellations once the order is in transit.

If you would like to request a cancellation, please contact our customer service team at support@pellegrace.com with your order number and relevant details.

Thank you for your understanding.

Can I return the product?

Returns are only accepted for items that are unopened and in their original packaging.

Due to the nature of adult products, which involve strict health and privacy standards, any opened items cannot be restocked or resold and are therefore ineligible for return.

Please initiate all return requests with customer service within 30 days of receipt.

How long is the Pellegrace warranty?

Your product is guaranteed for 1 year. If you experience a defect, please contact us for a replacement or repair.

My item is defective. How do I claim the warranty?

If your Pellegrace product proves to be defective within 180 days of purchase, you may qualify for a replacement. For complete details, please see our full Warranty and Return Policy.

What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

FAQs about privacy and security

Is it safe to order online from Pellegrace?

Yes, shopping at Pellegrace is safe.

Your payment details are secured using 2048-bit SSL encryption and are sent directly to the bank for processing.

The site supports secure checkout via credit/debit cards, Apple Pay, Google Pay, PayPal, and other providers (availability may vary by location).

What is your Privacy Policy?

Our Privacy Policy outlines the ways in which we may utilize your personal data and the safeguards we have in place to protect it.

How does Pellegrace use my data?

Your privacy is our promise: We will never, ever sell your data. We only use it to keep you updated with offers you might love (if you've asked us to) or to occasionally ask for your valuable feedback through a secure service.

You can learn more about how we protect and use your information in our Terms and Conditions and Cookie Policy.

FAQs about payment and returns

How do I cancel an order?

We regret to inform you that once an order is placed, we begin processing and preparing the items immediately. Therefore, if you insist on canceling the order, a 5% cancellation fee will be applied.

Should you wish to proceed with cancellation, please note the following policies based on your order status:

1. If your order has not yet been shipped:
· Cancellation within 24 hours of order placement will receive a full refund.
· Cancellations after 24 hours will incur a 5% processing fee.

2. If your order has already been shipped:
· Unfortunately, we cannot accept cancellations once the order is in transit.

If you would like to request a cancellation, please contact our customer service team at support@pellegrace.com with your order number and relevant details.

Thank you for your understanding.

Can I return the product?

Returns are only accepted for items that are unopened and in their original packaging.

Due to the nature of adult products, which involve strict health and privacy standards, any opened items cannot be restocked or resold and are therefore ineligible for return.

Please initiate all return requests with customer service within 30 days of receipt.

How long is the Pellegrace warranty?

Your product is guaranteed for 1 year. If you experience a defect, please contact us for a replacement or repair.

My item is defective. How do I claim the warranty?

If your Pellegrace product proves to be defective within 180 days of purchase, you may qualify for a replacement. For complete details, please see our full Warranty and Return Policy.

What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

FAQs about delivery

What are the delivery options and costs?

We are proud to offer free worldwide delivery on all orders—with no minimum spend required.

During checkout, you will see the available delivery options and their estimated timeframes for your location.

For more details on delivery times and policies, please visit our Delivery page.

Which countries do you deliver to?

We are pleased to offer complimentary worldwide air shipping to all destinations.

All orders are shipped from our logistics center in China to ensure cost-effective delivery for our customers.

Is the packaging discreet?

Of course! We ship all orders in plain, discreet packaging – just a simple brown box or envelope – so only you know what's inside.

Is tracking available for my order?

Yes, absolutely. Tracking is included with all orders.

Once your package ships, we'll send you a confirmation email with your tracking number and a link to follow its progress.

When will I receive my package?

Please allow up to one week for us to process your order for shipping. Once dispatched, most deliveries are completed within 15 days, though this can vary by location.

You can track your order's status anytime by logging into your Pellegrace account.

What should I do if my order hasn't been delivered yet?

Hasn't your order shown up? Please let us know within 14 days of when it was expected. This gives us time to help! We can't investigate lost packages after that.

FAQs about payment and returns

How do I cancel an order?

We regret to inform you that once an order is placed, we begin processing and preparing the items immediately. Therefore, if you insist on canceling the order, a 5% cancellation fee will be applied.

Should you wish to proceed with cancellation, please note the following policies based on your order status:

1. If your order has not yet been shipped:
· Cancellation within 24 hours of order placement will receive a full refund.
· Cancellations after 24 hours will incur a 5% processing fee.

2. If your order has already been shipped:
· Unfortunately, we cannot accept cancellations once the order is in transit.

If you would like to request a cancellation, please contact our customer service team at support@pellegrace.com with your order number and relevant details.

Thank you for your understanding.

Can I return the product?

Returns are only accepted for items that are unopened and in their original packaging.

Due to the nature of adult products, which involve strict health and privacy standards, any opened items cannot be restocked or resold and are therefore ineligible for return.

Please initiate all return requests with customer service within 30 days of receipt.

How long is the Pellegrace warranty?

Your product is guaranteed for 1 year. If you experience a defect, please contact us for a replacement or repair.

My item is defective. How do I claim the warranty?

If your Pellegrace product proves to be defective within 180 days of purchase, you may qualify for a replacement. For complete details, please see our full Warranty and Return Policy.

What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

Copy of What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

FAQs about payment and returns

How do I cancel an order?

We regret to inform you that once an order is placed, we begin processing and preparing the items immediately. Therefore, if you insist on canceling the order, a 5% cancellation fee will be applied.

Should you wish to proceed with cancellation, please note the following policies based on your order status:

1. If your order has not yet been shipped:
· Cancellation within 24 hours of order placement will receive a full refund.
· Cancellations after 24 hours will incur a 5% processing fee.

2. If your order has already been shipped:
· Unfortunately, we cannot accept cancellations once the order is in transit.

If you would like to request a cancellation, please contact our customer service team at support@pellegrace.com with your order number and relevant details.

Thank you for your understanding.

Can I return the product?

Returns are only accepted for items that are unopened and in their original packaging.

Due to the nature of adult products, which involve strict health and privacy standards, any opened items cannot be restocked or resold and are therefore ineligible for return.

Please initiate all return requests with customer service within 30 days of receipt.

How long is the Pellegrace warranty?

Your product is guaranteed for 1 year. If you experience a defect, please contact us for a replacement or repair.

My item is defective. How do I claim the warranty?

If your Pellegrace product proves to be defective within 180 days of purchase, you may qualify for a replacement. For complete details, please see our full Warranty and Return Policy.

What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

Copy of What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

FAQs about payment and returns

How do I cancel an order?

We regret to inform you that once an order is placed, we begin processing and preparing the items immediately. Therefore, if you insist on canceling the order, a 5% cancellation fee will be applied.

Should you wish to proceed with cancellation, please note the following policies based on your order status:

1. If your order has not yet been shipped:
· Cancellation within 24 hours of order placement will receive a full refund.
· Cancellations after 24 hours will incur a 5% processing fee.

2. If your order has already been shipped:
· Unfortunately, we cannot accept cancellations once the order is in transit.

If you would like to request a cancellation, please contact our customer service team at support@pellegrace.com with your order number and relevant details.

Thank you for your understanding.

Can I return the product?

Returns are only accepted for items that are unopened and in their original packaging.

Due to the nature of adult products, which involve strict health and privacy standards, any opened items cannot be restocked or resold and are therefore ineligible for return.

Please initiate all return requests with customer service within 30 days of receipt.

How long is the Pellegrace warranty?

Your product is guaranteed for 1 year. If you experience a defect, please contact us for a replacement or repair.

My item is defective. How do I claim the warranty?

If your Pellegrace product proves to be defective within 180 days of purchase, you may qualify for a replacement. For complete details, please see our full Warranty and Return Policy.

What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

FAQs about privacy and security

Is it safe to order online from Pellegrace?

Yes, shopping at Pellegrace is safe.

Your payment details are secured using 2048-bit SSL encryption and are sent directly to the bank for processing.

The site supports secure checkout via credit/debit cards, Apple Pay, Google Pay, PayPal, and other providers (availability may vary by location).

What is your Privacy Policy?

Our Privacy Policy outlines the ways in which we may utilize your personal data and the safeguards we have in place to protect it.

How does Pellegrace use my data?

Your privacy is our promise: We will never, ever sell your data. We only use it to keep you updated with offers you might love (if you've asked us to) or to occasionally ask for your valuable feedback through a secure service.

You can learn more about how we protect and use your information in our Terms and Conditions and Cookie Policy.

FAQs about payment and returns

How do I cancel an order?

We regret to inform you that once an order is placed, we begin processing and preparing the items immediately. Therefore, if you insist on canceling the order, a 5% cancellation fee will be applied.

Should you wish to proceed with cancellation, please note the following policies based on your order status:

1. If your order has not yet been shipped:
· Cancellation within 24 hours of order placement will receive a full refund.
· Cancellations after 24 hours will incur a 5% processing fee.

2. If your order has already been shipped:
· Unfortunately, we cannot accept cancellations once the order is in transit.

If you would like to request a cancellation, please contact our customer service team at support@pellegrace.com with your order number and relevant details.

Thank you for your understanding.

Can I return the product?

Returns are only accepted for items that are unopened and in their original packaging.

Due to the nature of adult products, which involve strict health and privacy standards, any opened items cannot be restocked or resold and are therefore ineligible for return.

Please initiate all return requests with customer service within 30 days of receipt.

How long is the Pellegrace warranty?

Your product is guaranteed for 1 year. If you experience a defect, please contact us for a replacement or repair.

My item is defective. How do I claim the warranty?

If your Pellegrace product proves to be defective within 180 days of purchase, you may qualify for a replacement. For complete details, please see our full Warranty and Return Policy.

What does the Pellegrace warranty cover?

The Pellegrace warranty covers manufacturing defects. If your product fails due to a defect during the warranty period, we will replace it free of charge.

CONTACT US

Phone or Whatsapp: +1 (773) 801 8684

Email: support@pellegrace.com

Opening Hours:
MON to SAT: 9:00AM - 10:00PM
SUN: 10:00AM - 6:00PM