FAQ

We process orders from Monday to Friday, excluding holidays. If you choose standard shipping, your order will typically be shipped within 1-2 business days from the date of purchase, especially during this season. Once your order is en route to you, you will promptly receive an email containing tracking details.

We provide complimentary shipping for orders exceeding $50. For orders below $50, shipping costs are calculated in real-time during the checkout process.

For faster delivery, you can select for 2nd Day Air at an additional cost during checkout. This option only includes weekday deliveries and excludes holidays.

We currently ship to the 50 United States.

We trust that you'll enjoy PRIVATES products, but if you're not satisfied, you can return them within 30 days of purchase. To qualify, items must be unused and in their original carton packaging; we do not accept returns of used items. Please note that select exploratory sets are considered final sale, as indicated on their respective product pages. Upon return, you will receive a full refund for the items, with a $5 handling fee deducted to cover restocking. Original shipping charges, which are paid directly to the carrier, cannot be refunded. We can only process returns for orders placed on getprivates.com. If the order was made through other retailers, kindly reach out to the original point of purchase for assistance.

We apologize that you didn't enjoy PRIVATES product(s)! To start a return for orders made on getprivates.com, go to our Returns Center and provide your order number and zip code. Once your return is approved, you'll get detailed instructions and a prepaid shipping label via email. 
You can email us at info@getprivates.com, and we will assist you with returns.

Under certain situations, our customer support team may need to assess your return request. Kindly allow 1-2 business days for the review process. Once the return is dropped off and scanned by the shipping carrier, the processing begins, with credit card refunds typically taking 3-10 business days to reflect on your statement.

If your order shows as delivered but you haven't received it yet, kindly wait for 3 business days before contacting info@getprivates.com. Carriers may sometimes mark a package as delivered in advance of completing the actual delivery. Additionally, we suggest checking with your building management, concierge, mailroom, or neighbors to inquire if they received the package on your behalf.

Email info@getprivates.com within 48 hours of receiving your order, including a photo of all items received and the packaging. We'll ensure you get everything you ordered.

We accept payments through PayPal, Apple Pay, Visa, Mastercard, American Express, Discover, and using either credit cards or debit cards. Please note that we do not accept checks or money orders as forms of payment.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

pH-balanced refers to maintaining the optimal acidity level. PRIVATES prioritizes pH balance in intimate products, promoting a healthy environment for sensitive areas. This ensures comfort, prevents irritation, and supports the natural balance, enhancing overall well-being for your intimates.

Our PRIVATES products are proudly crafted in the USA, following strict adherence to FDA guidelines. Our commitment extends to testing our products on the PRIVATES team rather than animals.

The shelf life of our products is 12 months after opening and 30 months from the manufacturing date if unopened. To ensure maximum longevity, store them in a cool, dry place, away from direct sunlight, heat, humidity, and excess moisture.

All of our products are gluten-free. If you have severe allergies, we highly recommend seeking advice from a medical professional or performing a patch test before trying any new products.

We proudly uphold a vegan and cruelty-free commitment. Our formulations incorporate plant-based ingredients, deliberately excluding any animal-derived substances like lanolin, beeswax, carmine. Importantly, our products are never subjected to animal testing.

Twist pump top to open, following arrow directions. Twist again to lock. Refer to top for clear instructions on unlocking/locking.

The shelf life of our products is 12 months once opened. To extend this period, store them in a cool, dry location, away from direct sunlight, heat, humidity, and excessive moisture.

Our packaging is eco-friendly and recyclable. Check individual product packaging for specific recycling instructions to contribute to a sustainable environment.

Detailed ingredient listings can be found on the respective product pages under "Ingredients." For any inquiries about specific ingredients, feel free to reach out to us at info@getprivates.com. Upon receiving the product, a comprehensive ingredient list can also be located on the outer box.

Enroll in a subscription to enhance your shopping experience at PRIVATES. Simply select the products you require on our website, specify the frequency of delivery on your product page, and enjoy the convenience of auto-delivery according to your schedule. You have the flexibility to modify all order details, including products, addresses, and renewal dates, or cancel anytime through your account. Subscription orders qualify for free ground shipping on purchases over $50 within the US.

Register an account with PRIVATES to initiate a subscription and take control of its management. If you don't have an account, you can create one here.
OR
On the product shopping page, select the discounted Subscribe & Save option, choose your shipping frequency (every 1, 2, 3, or 4 months), and add the item to your cart. Your order and subscription will both begin when you check out.

You can customize your delivery frequency by selecting intervals of every 1, 2, 3, or 4 months. You can manage the frequency by logging into your getprivates.com account.

To check the billing schedule for your upcoming order, please log in to your getprivates.com account and navigate to "Manage Subscriptions" where you can locate the option to skip your next delivery.

You have the flexibility to cancel your subscription anytime before the next order is dispatched. Simply visit your subscription account on the PRIVATES website and proceed with the cancellation within your account. You should receive a confirmation email for your cancellation. In case you do not receive the email, please contact customer support via email for assistance.