FAQs

Is the packaging discreet?

Very important question and the answer is YES!  We use standard packaging such as bubble mailers and plain boxes. The only information on the outside label will be “ZZ Store” in small font.

About Shipping and Deliveries 

The Brazzers Store ships from Rhode Island in the United States.

Orders are fulfilled within 24 hours from Monday to Friday, excluding national holidays. Please allow that extra time when estimating your delivery date. 

It can take up to 48 hours for tracking information to show up in a carrier’s tracking system. We will email you a tracking number as soon as it’s ready to ship.

RETURN, EXCHANGE AND REFUND

Please take a look at our returns page before contacting Customer Support.

Unsuccessful delivery attempt 

In this situation, the package is brought back to the local post office location closest to your delivery address and from there it can be picked up. You will need to contact your local post office to arrange a pick up, or sometimes they may offer to schedule another delivery attempt.

Will there be customs duties due on delivery?

We are not responsible and cannot guarantee/calculate the potential additional charges of duties/custom fees that may incur when the items are shipped to you. Any additional charges are out of our control and cannot be refunded. If you are ordering from outside of the United States, you should expect to pay duties on receipt of your package. You have the right to refuse the package if you do not wish to pay and it will return to our warehouse at which point you will receive a refund for the items excluding shipping cost.

What is the estimated delivery time and how is it calculated?

The estimated delivery time is only an estimate, it’s not a guarantee.

What should I do if it’s past the estimated delivery time and I still haven’t received my order?

Shipments can get delayed for reasons we can’t predict, such as customs clearance. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location.

What if the order is lost in the mail?

For packages lost or stolen in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. We may ask for your to confirm that the shipping address was correct. Please also check with your local post office for more information.

Can we deliver orders to a PO Box?

Typically only national postal operators (like the US Postal Service or Canada Post) are able to deliver orders to PO Boxes. Bulkier shipments that are too large to be accepted by national postal operators use commercial companies (like FedEx) to deliver these products that cannot deliver to PO Boxes. We suggest you use a physical address instead of a PO Box address to ensure smooth delivery.

What if YOU entered the wrong address?

In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address. If they are unable to deliver the package it will be returned to our HQ and you will be refunded for the items on your order, excluding the shipping cost. We are happy to reship the package for you one more time, free of charge, but only if you send us an email with this request.