General Questions

What information do I need to provide when I call or e-mail?

  • Order Number
  • E-mail address
  • Item #(s) or description of each item in question
  • Return Authorization (RA) number (If applicable)

Does accept order by phone?
Yes, please call us at 1-877-599-2181 Monday-Friday 9am-3pm CST (excluding Holidays) to place an order by phone.

When placing an order with what will the charges appear as on my credit card statement? 
Charges will appear on your credit card statement as “CIR Online”.

Does Cirilla’s offer a print catalog of products?
We do not offer a print catalog of our products. We update our product selection frequently, and our online store always represents our most current offerings.

Can I special order a product that is not available on your website? 
Special orders or requests for products not available on our website will not be accepted.

Do you offer adult DVD's on your website? 
At this time, we do not sell adult DVD's on

Do you offer supplements or pills on your website? 
At this time, we do not sell supplements on

Do you offer Cirilla's gift cards online?
We do not sell Cirilla's gift cards online however, we offer gift cards in any denomination over $10 at any of our Cirilla's store locations.

Do you accept Cirilla's gift cards as a form of payment online?
We are unable to accept Cirilla's gift cards as a form of payment online. Please visit any of our Cirilla's store location to redeem your gift card.

How can I check the available balance on my Cirilla’s gift card?
To obtain the card balance or fee information, visit or call 800.803.1222 and enter the card number. For gift cards over 5 years old, please contact the Cirilla’s store nearest you to obtain balance information.

Does sell or release my personal information? respects your privacy. We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law to do so. Please see our Privacy Policy for additional details.

Does mail promotional materials or catalogs to my home?
No, we never mail promotional materials or catalogs to your home or office. The information provided at checkout is only used to process your current order.

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Order Assistance

How long does it generally take to process an order?
Orders are processed and shipped from our warehouse within one (1) business day, regardless of the shipping option selected. Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method and UPS's guidelines for delivery.

Can I change my order once it has been submitted?
Yes, a customer service representative can make changes to the order prior to shipping. Please contact us and we will be happy to assist you.

How will I keep track of my order's progress when I submit an order with will keep you informed of your order via e-mail. Your tracking number will be emailed to you once the item is shipped.

I didn't receive my tracking number, how do I find out the status of my order?
Please check your junk or spam folders for missed emails. You will not receive a tracking number if an invalid email was input at checkout.

What happens when an item is out-of-stock?
We do not sell merchandise that we do not have in-stock. If we are unable to fill any part of your order your credit card will be refunded for the unshipped portion. We do not hold backorders for out-of-stock items. You will need to re-order any items you still wish to receive once they are back in stock.

Can I back order an item that is out-of-stock?
No, we will not accept backorders for out-of-stock items. Please check back to see if the item is back in stock.

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Shipping Questions

Can I pick up an order placed online at a Cirilla's store location?
No, orders placed online must be shipped via UPS to a P.O. Box or physical street address.

What kind of packaging will my order arrive in?
Your privacy is important to us. We ship your package in plain brown packaging with no indication of either the products enclosed or where it comes from. "Distribution" will be listed as the company name in the return field on the shipping label. Please see our discreet packaging statement for more details.

Does ship internationally? does not currently ship internationally; we only deliver to locations within the United States excluding the states of Alabama, Alaska, Hawaii, Mississippi or Virginia.

I can not find my state when I try to place an order online?
At this time, we do not ship orders to the states of Alabama, Alaska, Hawaii, Mississippi or Virginia. We apologize for any inconvenience.

Does my expedited shipping option (2nd Day Air, Next Day Air Saver) ensure my order will be shipped out the same day it is placed?
Unfortunately it does not. All packages will be shipped via UPS, Monday through Friday (excluding holidays). Orders are processed and shipped from our warehouse within one (1) business day, regardless of the shipping option selected. Estimated shipping transit times do not include processing time.

Does deliver to P.O. Boxes?
UPS SurePost is the only option available when shipping to a standard P.O. Box. All other methods require a physical street address for delivery.

Does deliver to APO or FPO addresses? does not ship to APO or FPO addresses.

When will my package arrive?
Your UPS package cannot be scheduled to arrive at a specific time of day. UPS Ground packages are delivered anytime between 9:00 a.m. and 7:00 p.m., Monday through Friday. You can use your UPS tracking number to obtain up-to-date information about the status of your package at

How long is the waiting period before I am able to file a claim for a lost, damaged, misdelivered or tampered package?
If your order was damaged, misdelivered or tampered with while in transit, please contact us within 2 business days of delivery. If your order was lost while in transit, please contact us within 7 business days of not receiving your order.

What should I do if an item is missing from my order?
First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please contact us if you're unable to locate an item.

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Return (RA) Questions

What should I do if my massager does not turn on?

  • Try a brand new set of batteries.
  • Be certain that the batteries are inserted correctly. 
  • Check that the cap is secured tightly. 
  • Products that include batteries typically have a protective seal to prevent the product from turning on during shipping. Remove the seal, secure the cap and try again. 
  • Push and hold the power button for 3 seconds to turn the product on/off.

If you're still having problems, review our return policy and contact us.

Is it mandatory to have an RA number in order to return a product to
Yes. You must obtain a Return Authorization ("RA") number within 30 days of the delivery date. will not accept returns without prior authorization and an RA number. Once issued, RA numbers are valid for 15 days (including weekends and holidays). must receive the returned product(s) within this timeframe. RA numbers will not be extended or reissued.

How do I acquire a Return Authorization number (RA#)?
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. You can also contact us to request an authorization number.

Is it necessary to return each individual accessory when I send in a return? What should I include with my RA?
Yes. All original accessories, packaging and invoice must be returned with your item in order for to process your RA. cannot process RA returns that are incomplete; incomplete RAs will be returned to you. In most cases, items sent in for RA replacement will be replaced with a complete item, including accessories. Please return all accessories with your RA.

Does pay the return shipping cost merchandise I wish to return?

  • If you receive the wrong item or if the item arrived damaged or defective, we will cover all return related shipping charges.
  • If you are returning an item for any reason other than the ones stated above, shipping charges are the responsibility of the customer.

What address should I send my return to?
Please contact us to request a return authorization. Once authorization has been given, you will receive return instructions to your email. Please check your junk or spam folders if you do not receive your return instructions

Return inspections
Most returns are processed within 24-48 business hours, but a small percentage cannot be resolved without contacting you for further information. If you receive an email from our customer service staff, it usually means your return was missing part of the product (such as accessories, the retail packaging, invoice, etc.) that we need in order to accept the return. The email will describe the issue and let you know what action you should take, if necessary.

Special Return Terms
Due to health and safety regulations all novelties, adult toys and vibrators are not returnable. The only exceptions are manufacturer's defects. Any opened or used merchandise is not returnable. It's always best to review our Return Policy before checkout.

How long does it take for to process my return?
Processing time may vary depending on the product and reason for the return but generally most returns are processed within 24-48 business hours of receipt. Following the criteria below will ensure your return is processed without delay.

  • Return with RA number clearly identified on the outside of the package. 
  • Return with all accessories, packaging and original invoice.
  • No physical damage caused by customer or by carrier.

May I exchange my returned item for a different product?
No. Unfortunately, we do not exchange returned items for a different item. We will only replace a defective product with an identical replacement item.

How do refunds/credits work? How is a refund/credit applied?
Credits will be charged back to the original method of payment within the refund period.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes approximately 5-7 business days for credits to appear on your statement.

Returning a Product to
When you need to return a product to us, please follow the easy steps listed below to make sure your return is handled promptly, efficiently and without delay.

  1. View our return policy.To verify your item is eligible for return. Please view our return policy
  2. Create an RA for your item.
    • You can contact customer service using the contact us page to receive your Return Authorization. will not accept returns without prior authorization and an RA number.
  3. Send the product to
    • RA numbers are valid for 15 days (including weekends and holidays) must receive the returned product(s) within this timeframe.
    • Box up the item you're returning with sufficient packing material to prevent damage during transit.
    • Be sure to include all original accessories, packaging and the invoice.
    • Write the RA# clearly on the outside of the package.
  4. Your RA is Received and Approved
    • You'll receive an email once your package has been opened and your RA has been reviewed & approved. It usually takes 24-48 business hours from the time we receive your shipment to review and approve your RA.
  5. RA Resolution
    • If you requested a Replacement, a new order will be generated once your RA is approved.
    • If you requested a Refund, it will be charged back to the original method of payment. It takes us approximately two business days to process a credit back to your credit card and approximately 5-7 business days for credits to appear on your statement .

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