Frequently Asked Questions
Here’s a list of questions that we get asked from time to time. If your query isn’t covered in this list, please feel free to contact our friendly sales team for more information.
Do you ship worldwide?
Yes we certainly do!
Our warehouse is based in London, and we are able to send orders to (nearly) anywhere in the world, including: USA, Canada, Australia, New Zealand, Europe, and many more locations.
For more information on prices and destinations, check out our Shipping Info page, or start the checkout process to see details for your specific order/region.
Will my package be discreet?
Of course! We always maintain complete disrection at all stages of the ordering and delivery process.
We send our packages in boring brown cardboard boxes or courier bags, with no branding to give away the naughty items you’re treating yourself (or someone else!) to.
There are no logos or descriptions on our packages, so the mail man (or woman, we’re progressive over here) will have no idea how much fun you’re going to have when you open the box.
Our return address and international customs declaration forms are equally discreet.
Here are a few photos of how our parcels look:
Will my billing be discreet?
Just like our shipping methods, we maintain our disrection when it comes to billing.
Depending on the payment method you choose, you’ll see either “ATS Shop” or “Cosmic International” as the description on your bank statement.
How long will my order take to arrive?
We may all be seeking that long-lasting experience in bed, but when it comes to delivery timeframes, we want the opposite.
We feel the same, so we aim to ship all orders received before midday on the same day. Orders received in the afternoon or evening will be shipped on the following business day.
Generally, orders delivered within the UK arrive with one to two days.
International orders can take a bit longer, so it’s best to allow 5 – 10 working days delivery time before you make any big plans for your purchases.
You can check in on your order at any time by checking the tracking number provided (when shipping + tracking is chosen at checkout).
What are Play Points?
Play Points are our way of rewarding customers for shopping with us. Play Points can be collected by:
- Buying products
- Leaving reviews
- Signing up for an account
Every 10 Play Points can be redeemed for £1, to be discounted from a future purchase.
Play Points are valid for 2 years from the date of issue, so you have plenty of time to redeem them!
Play Points are not available when checking out as a guest. You must sign up for an account to accumulate and use Play Points
What are my payment options?
We offer a range of online payment options, including: Paypal, Credit Card (Visa, Mastercard, AMEX), Apple Pay.
Our payments are run through trusted third-party payment providers including Paypal and Stripe. You’ll be offered a choice of payment method on checkout.
Unfortunately we don’t accept payments by cash, cheque, or bank transfer.
What are my delivery options?
We have a range of delivery options for local and international shipping, with the option to add tracking.
All options available to you will be displayed during the checkout process.
For more information, please visit our Shipping Information page.
Where is my order right now?
If you choose a shipping method that includes tracking, a tracking number will be provided so that you can know exactly when you parcel will arrive (and when the fun can begin).
We do offer shipping without tracking for a lesser cost, however, we recommend choosing tracking so you can see where your parcel is, and track it down if things don’t go to plan.
Can I change my order?
We like to pack and send your order as quickly as we can, so there’s a good chance that your order is already with our fulfilment team if you need to make a change.
We do aim to please, so please feel free to contact us with your query and we will do our best to accomodate.
Unfortunately, we cannot guarantee that we will always be able to make changes to an order.
Can I return or exchange an item?
We will gladly accept returns or exchanges, provided the goods are unused, and still in their original packaging with any enclosed documentation.
Due to the nature of the products, unfortunately we can’t accept returns of any opened or used items. This ensures that you, and all of our other customers, always receive safe, high quality products. They do say sharing is caring… but in this case, we have to disagree.
We will provide a refund (less the original shipping fee) once we receive and inspect the goods. Alternatively, we can provide an exchange. Please note that an additional shipping charge is payable for item exchanges.
- Goods will only be accepted for return if they are despatched within 14 days of delivery, unless we have notified you otherwise.
- The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility.
- Delivery charges are only refundable where goods are faulty and a refund is made.
For our full returns policy and information on how to make a return, please check out our Returns Page.
What if I received a faulty/damaged item?
In a perfect world, every item would arrive safely at it’s destination, ready to play with right away.
Unfortunately, even though we take every opportunity to ensure our parcels arrive in perfect condition, sometimes a package encounters a delivery person having a bad day, and things can get a little rough. If your item arrives in a less than perfect condition, please let us know within 36 hours of the package being delivered. The item will need to be sent back to us for inspection so that we can arrange a replacement.
If your item is faulty, we will gladly offer a replacement or refund at no additional cost.
We include information about returns with all of our orders so you know exactly what to expect.
Please check out our Returns page for more information.
What if I receive the wrong product?
To date, we’ve never sent the wrong product, but if it were to happen, please let us know ASAP (and within one week at the latest).
We will cover the return shipping cost and replace it with the correct item, along with a store credit voucher to use on a future purchase.
Is your site secure?
Absolutely! We use SSL encryption services to protect all of your personal data in transit between your computer and our systems.
Your data is stored on our secure server and only accessed by our authorised staff.
All payments are made through trusted third-party payment systems, including Paypal or Stripe. You will be offered a choice of your preferred payment method during checkout.
We have active security monitoring on the website to make sure no one is trying to get in, and blocking them if they do.
If you’d like any more information about our security and privacy processes, please don’t hesitate to get in touch