Shipping & Discretion
Discretion is not a feature here. It is the default, and it is specific.
The parcel
Every order ships in plain, non-descript packaging. No logo, no product name, no imagery, and nothing on the outside that indicates what is inside. The label carries a neutral sender name.
No invoice or packing slip is enclosed — only the items you ordered.
The statement
Your card statement shows our name and nothing that describes the order. If you would like to confirm exactly how it appears before you buy, write to us and we will tell you first.
Timing
Orders placed before 12:00 PM PT are prioritised for same-day processing where possible; otherwise they are processed the next business day. Nothing is processed on weekends or public holidays, and busy periods can add a day.
Services
- Ground Advantage (USPS) — our economy service, and free on orders over $50
- Priority Mail (USPS) — standard
- FedEx 2Day
- FedEx Standard Overnight
Estimates appear at checkout. They run from the moment an order ships rather than the moment it is placed.
Tracking
A tracking number is emailed as soon as the parcel leaves, worded as plainly as the box.
Where we ship
The United States only, for now. We would rather do one country properly than several badly.
If something is wrong
Write to us with your order number. Devices carry their manufacturer's warranty — one year on LELO, three years on Dame — and we coordinate the claim ourselves. You will not be asked to explain anything to a call centre.
Questions we have not answered live in the help centre, or with us directly at hello@imperiabrand.com.