Shipping and Returns

These terms apply to all orders placed in the TopSmart Adult online store. Our goals are smooth delivery, complete discretion and a clear return process.

I. SHIPPING & DELIVERY

1. Order processing time
All orders are processed immediately after payment is received. Preparing, packing and dispatching an order usually takes 1–3 business days. Orders are not dispatched on weekends and public holidays.

2. Delivery time
Products are shipped directly from supplier warehouses, so delivery usually takes 14–35 business days. Some items ship from European warehouses and arrive sooner.

Note: in rare cases delivery may take longer because of customs procedures, holiday periods or carrier delays. Thank you for your patience!

3. Shipping costs

The exact shipping cost is always shown in the cart and at checkout before you confirm the order.

4. Shipment tracking
Once your order is dispatched, we email you a tracking number. You can follow the parcel on our site or on the carrier page. Tracking information may take 2–5 days to appear after dispatch. When the parcel reaches a parcel locker, we send a separate email with the pickup code and location.

5. Incorrect address, unclaimed and lost parcels

• Incorrect address: the buyer is responsible for providing a correct and complete delivery address. If a parcel is returned because the address was wrong or incomplete, the cost of re-sending is paid by the buyer.
• Unclaimed parcels: a parcel must be collected from the parcel locker or post office within the period set by the carrier. If it is returned to us because it was not collected, the original shipping and return costs may be deducted from the refund.
• Lost parcels: if a parcel is lost in transit, we work with the carrier and, once the loss is confirmed, resend the item free of charge or refund you. We are not responsible for parcels stolen after delivery when tracking shows "Delivered".

6. Customs and taxes
For orders within the European Union all taxes are already included in the price, VAT is paid and no customs duties apply. Shipments to Norway are subject to Norwegian VAT (VOEC), which is added at checkout.

II. RETURNS & EXCHANGES

1. 14-day right of return
An unopened, unused item in its original packaging may be returned within 14 calendar days of receipt without giving a reason.

2. Return conditions

• the item is unused and in the same condition in which you received it;
• original, undamaged packaging with all tags and protective films;
• for intimate products the packaging is unopened.

Regardless of these conditions, you may always return an item that has a manufacturing defect or does not match its description.

3. How to return an item

1. Email [email protected] within 14 days of receiving the item;
2. State your order number and the reason for the return;
3. Within 2–3 business days we will send you the exact return address and instructions.

Do not send the item back to the address printed on the parcel — we always provide the return address separately.

4. Return shipping costs
Return shipping costs are paid by the buyer. They are not refunded unless the item was received defective or the wrong item was sent.

5. Defective or damaged items
If you received a damaged, defective or incorrect item, contact us within 48 hours of receipt at [email protected] and attach photos of the item and the packaging. We will replace the item at our expense or refund you in full.

6. Refunds
Once we receive and inspect the returned item, we will notify you by email. Refunds are issued using the same payment method, usually within 5–10 business days and no later than 14 days after the return is approved.

7. Products that cannot be returned once opened
Under Article 6.228(10)(2) of the Civil Code and the Law on Consumer Rights Protection, the following cannot be returned once the packaging has been opened:

• vibrators, massagers and other sex toys;
• anal toys and accessories;
• lubricants, massage oils and gels;
• condoms and other single-use intimate products;
• underwear and intimate apparel.

Exception: an item is returnable even so if it has a manufacturing defect or arrived damaged. In that case we pay the return shipping.

8. How to pack a return

• neutral, discreet packaging with no markings about the contents;
• the order number enclosed inside;
• sent as a registered parcel with a tracking number;
• we email the return address once your return request is approved.

Please attach a photo or video showing the defect or the unopened packaging, this lets us approve the return faster.

9. Refund method
Refunds are always issued using the same payment method you paid with. If you paid via Paysera, the money returns to the same account.

These terms are based on the Civil Code of the Republic of Lithuania (Article 6.228), the Law on Consumer Rights Protection and Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights.

Questions: [email protected] — we reply within 24 hours.