Every Esmerelda order ships from Vancouver, British Columbia, in plain packaging that gives nothing away. This page explains exactly what arrives at your door, what appears on your statement, what shipping costs and how long it takes, so you can order with complete peace of mind.
What your package looks like
Your order arrives in a plain, unbranded cardboard box with a neutral return address. There are no product details and no Esmerelda branding on the outside, so your mail carrier, your neighbours and anyone else in your household will see an ordinary parcel.
Inside, your toy is packed securely so it arrives in perfect condition, ready to unbox in private.
What shows on your card or bank statement
Discreet billing applies to every order. Your credit card or bank statement shows a neutral, plain corporate name rather than an adult shop name, so your purchase stays confidential.
Shipping rates and delivery times
We ship from Vancouver with Canada Post or USPS, and you receive tracking within 24 hours of your order shipping.
- Canada: $9.99 flat rate, or free on orders over $69
- United States: $9.99 flat rate, or free on orders over $69
- United Kingdom, Ireland, France, Germany, Italy, the Netherlands and Spain: $19.99 flat rate
Orders within Canada and the United States usually arrive within 1 to 7 business days, depending on where you live. The available delivery options and the final cost are always shown at checkout before you pay.
Cancellations, returns and warranty
Because pleasure products are intimate items, shipped products are final sale for hygiene reasons, whether or not the packaging has been opened. You can cancel an order free of charge until it is handed to the carrier.
If something arrives damaged, defective, non-functional or incorrect, contact us within seven days of delivery with your order number and we will arrange a replacement, repair or refund. Every Esmerelda toy is also covered by a one-year warranty against manufacturing defects. The full details are in our return and refund policy, and how we handle your personal information is set out in our privacy policy.
Not sure what to order?
If you are shopping for the first time, take the 2-minute quiz or read our guide to body-safe sex toys. Shopping together? Browse our couples sex toys. You can also find Esmerelda in person at a number of retailers across Canada.
Shipping and Privacy: Common Questions
Will anyone know what is inside my package?
No. Esmerelda orders ship in a plain, unbranded cardboard box with a neutral return address and no product details or Esmerelda branding on the outside.
What name appears on my credit card statement?
Your statement shows a neutral, plain corporate name rather than an adult shop name, so your purchase stays private.
How much does shipping cost in Canada?
Shipping within Canada is a $9.99 flat rate, and it is free on orders over $69.
How long does delivery take?
Orders within Canada and the United States usually arrive within 1 to 7 business days, depending on where you live. You receive tracking within 24 hours of your order shipping.
Do you ship to the United States and Europe?
Yes. Shipping to the United States is a $9.99 flat rate or free over $69. We also ship to the United Kingdom, Ireland, France, Germany, Italy, the Netherlands and Spain for a $19.99 flat rate.
Can I return a sex toy if I change my mind?
Shipped intimate products are final sale for hygiene reasons. You can cancel free of charge until your order is handed to the carrier, and anything that arrives damaged, defective or incorrect is replaced, repaired or refunded if you contact us within seven days of delivery.
Is there a warranty?
Yes. Every Esmerelda toy is covered by a one-year warranty against manufacturing defects from the date of delivery.