Return Policy and Instructions

Return policy

If you're not satisfied with your purchase for any reason, you may return any unworn clothing or unopened non vibrating toy for a refund, exchange or store credit subject to the terms below:

The Following Are Non-Returnable and Excluded From Our Guarantee: Books, Acuvibe, Videos, DVDs, Swings & Stands, Realistic Vaginas, Male Masturbation Products, Penis Pumps, Non-Vibrating Dildos, Non-Vibrating Rings., Vibrators These items are NOT returnable regardless if the packaging has been opened or not.

1. Returns received within 10 days of the ship date are eligible for a refund. You may return unworn items for an exchange or store credit at any time.

2. Shipping charges and gift wrap charges are not refundable.

3. All sales of closeout merchandise are final and no returns will be accepted, so please be sure you choose the correct size and color when purchasing closeout items. These items are clearly marked "closeout" on the product page, the shopping cart page, your email confirmation and on your packing slip.

4. For the health and safety of our employees,no returns of worn items will be accepted. We define worn as an item left on longer than is necessary to determine if it fits.

DISCONTINUED ITEM POLICY
Sometimes manufacturers change the products in their catalogs and will discontinue items, we try our best to get these items removed from our site as quickly as possible when we find out about the discontinued items. However there may be times that you will place an order for an item that has been discontinued and still on our site. When this occurs we will automatically remove the item from your order during the fulfillment process and ship the remaining items in your order. If time allows us we may try to contact you to see if you want to substitute another item for the discontinued item.

Toll Free Number1-888-732-9034
Local Number321-206-8529
International Number Your Local International Access Code-1-321-206-8529
sales@tchwholesale.com

Defective Product
Products with manufacturing defects must be reported within 10 days from receipt. Contact your sales representative regarding a replacement or return. All returns require a return authorization number. returns@tchwholesale.com

Damaged/Shortages
All merchandise leaves our warehouse in perfect condition. All concealed damage or shortages must be reported to The California House, Inc. within 48 hours from the receipt of goods.

If you receive a shipment that has exterior damage, has been opened or re-taped, you must file a claim at the time of delivery with the carrier. Please make sure the driver notes the damage. Save the original cartons and packing material for inspection by the carrier. Let us know immediately if you have had the driver note a problem. Contact your sales representative with the reference number assigned by the carrier and we will process the claim for you.

Return/exchange instructions

Important: If you would like to make an exchange, store credit and you meet the eligibility please Get an RMA # and then follow the following steps listed below.

Step 1

Carefully package the unworn items to be returned and enclose instructions indicating if you want a refund or an exchange. If you want an exchange, be sure to indicate which item's you would like. To ensure we are able to process your return, enclose one of the following:

1. A copy of your original packing slip, or
2. A copy of your order confirmation email, or
3. The name and address of the original purchaser.

Step 2

Ship the package to:

You are responsible for return postage and for insuring your package to guard against loss or damage. (If you are returning a defective item or an item you were shipped in error, please contact us before returning anything. We might be able to save you any further inconvenience.)

Tip: Your local post office (in the U.S. only) provides free boxes and envelopes if you use Priority Mail, but for packages of 11 ounces or less, First Class postage is cheaper and for packages of 2 pounds or more, you might find Parcel Post to be a better value. Also, you can usually reuse the container in which you received your order. For example, if you received your order in a plastic envelope, it can sometimes be turned inside out and then sealed with a piece of tape. Similarly, if you received your order in a box, you can reuse it as long as any old postage or address labels are covered or crossed out.

Step 3

We generally process returns once per week, on Friday.

If you request a refund:

We'll either issue a credit to your charge card or send you a refund check, depending on how you originally paid for your purchase, and we will send you an email confirmation. Once we issue a credit to your charge card, allow 1-3 business days for it to be posted to your account. Shipping charges and gift wrapping charges are not refundable.

If your return is received after the refund period has expired, a store credit will be issued good towards a future purchase at The California house, Inc.

If you request an exchange:

We don't normally charge for shipping if the same style is being exchanged for a different size, but other exchanges are subject to our standard shipping fee (but are also eligible for any shipping discounts currently in effect).

If there is a balance due you, we'll either issue a credit to your charge card or send you a refund check, depending on how you originally paid for your purchase. If there is a balance owed The California House, Inc., we will charge the same card you used for your original purchase or you can enclose a money order (payable in U.S. Funds to "The California House, Inc."). We will send you an email confirmation when your exchange is shipped.

Shipping

United States
We strive to ship all orders received before 1:00 pm Eastern Standard Time on the same day; however there are times and circumstances that will prevent us from shipping right away some examples are back orders, holidays and manafacturer delays these are beyond our control and could delay shipment. Back orders are shipped per your instructions. almost all orders are shipped F.O.B. Clermont, Florida but we do ship from several locations around the country. Orders are shipped via UPS Ground or USPS unless other arrangements are requested. The customer is responsible for all freight charges, insurance, handling charges and C.O.D. fees if any.

Please feel free to contact your Customer Service Representative with any questions.

International Shipping
Yes, we do ship internationally. Please call your sales representative for detailed information. To place a call to your sales representative, simply dial your local International Access Code and then 1-321-206-8529.

Order & Service Questions

Changes to an Order Already Placed
Please be aware we work very hard to get your order out as soon as possible – usually the same day if we receive the order before 1 pm Eastern Standard Time. (Restocking Fee of 20% applies to all cancelled orders)

If there is a change in your order or an order cancellation, please call your sales representative immediately at 1-321-206-8529 or email sales@tchwholesale.com

Warehouse Location

We ship from several warehouse locations. Our warehouse is not open to the public, so orders, returns and exchanges cannot be made in person.

Inventory Accuracy Guarantee

If our store inventory status is wrong, we'll ship the out of stock items as soon as possible and send you a coupon code good for 15% off your next order with us.

Which orders are eligible for the guarantee?
The guarantee applies to orders placed online which show a scheduled ship date in the order confirmation email. Fax orders, mail orders and backorders (orders without a ship date) are not eligible.

If the inventory status is wrong, when will my order ship?
We will usually ship other in-stock items as scheduled and ship the out of stock item later, as soon as it's available. Depending on the circumstances, we may put your entire order on hold and email you to ask whether you want us to ship the in-stock items right away.

Backorders

Any item that shows backordered in the Availability column on the Shopping Cart page is not currently in stock. You may still place your order for this item, but we will hold your entire order until all items are in stock. For this reason, you may wish to place two orders, one for in stock items which can ship right away and one for backordered items to be shipped later.

We are usually unable to estimate when a backordered item will be available. If the manufacturer has the item in stock, the wait is usually less than two weeks. If the manufacturer is also out of stock, the wait can be several weeks to several months. Most manufacturers won't tell us when an item will be available. For items by Shirley of Hollywood (which includes the Shirley of Hollywood, Risque, Intimate Attitudes, Sassi and GYz brands), we can sometimes give you an estimate if you email us.

You may cancel backorders at any time by contacting us.

Note: Every order includes a packing slip inside that shows the name, city, state and zip of the buyer (we omit the street address). If you choose a gift wrap option, though, the packing slip will not show prices. If you don't choose a gift wrap option, we will show the prices on the packing slip.

Shipment Confirmation via Email

On the day your order is shipped, we will email you a shipment confirmation showing what was shipped, how it was shipped and the total amount charged to your card. If a tracking number is available, we will include that, too. We usually send these towards the end of the day.

If you have any anti-spam measures in place, be sure to add customer service to your list of allowed senders or you may not receive our orderstatus emails.

Oversized Items

A few items in our store are oversized and if you add them to your shopping cart, you will only be able to choose Standard or UPS Ground as your shipping method. UPS 3-Day, UPS 2-Day and UPS Next Day will not be available during the online checkout process for orders that include oversized items.

Most order placed at TCH Wholesale are processed and ship the same day, however some orders may take 24-48 hours and in extreme circumstances 2-3 weeks.

Orders that cannot be sent ground, such as those to the non-contiguous US will incur additional charges.