Refund policy
New York Toy Collective – Returns & Exchanges
Because we sell intimate, body-safe products, most items are final sale for health and hygiene reasons — this includes all pumps, strokers, packers, STPs, dildos, and any product designed for intimate use. These cannot be returned or exchanged.
A limited selection of non-intimate items (unopened harnesses and hardware) may be eligible for return under these terms:
- Item must be unopened, unused, and in original packaging.
- Contact us within 24 hours of delivery to request a return, and return the item within 7 days.
- Approved returns receive store credit only — we do not issue refunds to the original payment method.
- Returns are subject to a $10 fee + 25% restocking fee, deducted from your store credit.
- Return shipping is paid by the customer.
International Orders We ship internationally to many countries, with duties and import taxes included at checkout (DDP) — enter your address at checkout to confirm availability to your location. Due to customs and hygiene regulations, all international orders are final sale and cannot be returned or exchanged, regardless of item type.
Damaged or defective on arrival? Contact us within 24 hours with photos and we'll make it right at no cost to you.
All sales on intimate products are final. By placing an order, you agree to these terms.
Order Not Received We recommend shipping insurance for all orders. If your order is marked delivered but has not arrived and you purchased shipping insurance, email us with your order number in the subject line at support@newyorktoycollective.com and we'll help track down and resolve your claim.
Contact Email: support@newyorktoycollective.com
Phone: (856) 514-1155
Return Address New York Toy Collective 130 Military Rd Buffalo, New York 14217