Shipping Info | PenthouseStore.com - Online Shopping for Intimate Apparel, Sex Toys, Adult DVDs & more

Shipping Information

All shipments from PenthouseStore.com are delivered in unmarked envelopes and boxes to preserve your privacy. The only identifying mark on the package is your mailing address and ours.

Most orders placed Monday - Friday before 3:45 p.m. EST will be processed and shipped the same business day, provided that all authorization criteria has been met. All orders placed Monday - Friday after 3:45 p.m. EST will be shipped the following business day. WE DO NOT SHIP OR DELIVER ON WEEKENDS OR HOLIDAYS.

For your protection, we may require proof of identity in the event of the following:
     • Different billing & shipping addresses entered
     • Unable to verify billing address information (i.e. non US credit cards)

This may delay the processing of your order. If additional proof of identity is required in order to prevent credit card fraud. We will contact you by email for additional information upon receipt of your order . Reasons for requesting proof of identity are subject to change at any time. For more information, please call our Customer Service department toll free at 1-877-217-3436 or 1-815-250-5897 outside of the United States.

Shipping Methods:

Standard Shipping (2 to 6 business days). Shipping occurs from multi warehouses and can effect shipping times. You may receive shipments from multiple location and can effect times also. Some items can only ship via UPS and can’t be shipped to a PO Box.

Exceptions: UPS does not pick up or delivery on US holidays and your order may be delayed due to a holiday.

UPS only delivers to street addresses and not PO/APO/FPO addresses. For APO/FPO address please see below.

Additional Shipping Information/Requirements Penthousestore.com requires a signature for all orders totaling more than $250. UPS requires a signature if your order includes an item priced $100 or higher and when you are reshipped an item or an order.

What are shipping rates?
All shipping rates are based on the weight of your items, the dimensions of the packages and the location of your shipping address. Exact prices are not known until you reach the shipping section of your check out process. Some items require their own box and can raise shipping costs. Prices are subject to change.

Shipping outside of the United States.
YES! We ship to select international destinations (see below).

      • Shipping options may vary depending on the delivery restrictions in your country. Not all shipping methods may be available.Most packages are shipped via USPS
      • Exact shipping prices are unknown until you proceed through the checkout process.
      • Additional fees such as taxes, duty, or brokerage may be requested upon delivery or billed in the future from the carrier selected and your local customs department. PenthouseStore and Springle, LLC are not responsible for any of these costs.
All international deliveries must pass through customs, which might affect your delivery date Please allow 7-15 working days for shipment to arrive. This is estimated shipping time due and can be effected by customs Any government or regional taxes or duties are your responsibility and are not included in the shipping charges.
       • Additional shipping time is needed for items from Ellie shoes outside of United States.
We ONLY ship to the following countries:
*Country list is subject to change at any time.
       United States
       Canada
       Puerto Rico

Do you ship to military addresses?
Yes, we ship to Military addresses within USPS capabilities!

All packages are shipped via the United States Postal Service (USPS). Sorry, express shipping and tracking capabilities for USPS shipments are not available at this time.
Military Deliveries within the Continental US and Internationally: Please note that the average delivery time is 10 to 21 business days.

You must enter APO or FPO as your city and select AP, AA, or AE as your state from the drop down box.

How To Ship To Military Addresses:
Our troops look forward to receiving your letters and packages. That’s why it’s important to make sure your mail gets there, to the right person, in the right place.

For shipping purposes, all U.S. military personnel are considered in the United States, regardless of where they are stationed. Because of this, there are certain special guidelines to follow when filling out a military delivery address. For City, Enter either APO (for Army Post Office) or FPO (for Fleet Post Office). For State, Select AA (Armed Forces Americas), AE (Armed Forces Europe, Middle East), or AP (Armed Forces Pacific). Enter the zip code provided by the military.
For Country, select United States regardless of where the recipient is stationed. Because of military guidelines, we have to ship your order via the United States Postal Service

Due to the Department of Defense guidelines, we can not sent DVD's and adult Novelties to military and civilian personnel deployed in Operation Iraqi Freedom.

Backorders:
At this time we do not hold any back orders. We will cancel such items and refund the card holder for items that are out of stock.

Forms of Payment accepted:
We accept Visa, Master Card, American Express, and Debit / Check cards ,Paypal and Money Orders. Please see guide lines below for mailing money orders.

Money Orders:
All money orders are to be made out to Springle, LLC . Mail the money order to 4 E. Ogden Ave # 194, Westmont IL 60559 . Please calculate shipping via shopping cart on website before sending money order. Any orders placed via money order that do not include shipping cost will be returned to you. If you don't have computer access please contact one of our representatives via phone and they can assist you. Please make sure to include Name, Address and Phone number in case we need to contact you regarding order.

My credit card was declined, but the "charge" is showing on my credit card. What happened?
If your order was declined during the checkout process you may see what looks like a "charge" to your card if checking your statement online or by phone. PLEASE NOTE: YOU HAVE NOT BEEN CHARGED. The "charge" appearing on your card is called a pending hold. Pending holds come about because banks and credit card companies hold funds for online transactions while they verify information in order to determine whether or not to approve the transaction. If the transaction was declined by your bank or your credit card company, the hold will come off your statement in accordance with the policies established by your bank or credit card company. If you have any questions about when the hold will come off, please contact your bank or credit card company directly. PLEASE NOTE: You may receive an error message in the checkout process if your billing information is not exactly how your bank/credit company has it on file. The message will say AVS Mis-match: The billing address provided does not match the billing address on file with your credit company. If this happens, use the edit button to edit the billing information you entered previously so that it matches exactly the information your bank or credit company has on file. Please note that information entered after your billing information such as promotional codes, online store credits, gift card IDs, etc., may have to be re-entered. For further information about this or any other error message received during the checkout process,please call customer service toll free at 1-877-217-3436 or locally at 1-815-250-5897.

I just ordered something, but now it's on sale. Do you honor price adjustments?
Yes, we do issue price adjustments for items that go on sale within 7 calendar days of invoice date. Please have your invoice # ready and contact our Customer Service Department toll free at 1-877-217-3436 or 1-815-250-5897 to see if you are eligible for a price adjustment. Your inquiry must be made within the 7 day window; inquiries made after 7 days will be denied. Price adjustments will not be issued if the item was already marked "SALE" when you purchased it, or if you received a discount on that item by using a promotion code during checkout. Only one price adjustment per item is allowed. We will not issue a second price adjustment on the same item. Promotions are not eligible for price adjustments.

I just placed my order, but I forgot to use the promotional code and/or the code was not accepted. What should I do?
Once an order is placed, a promotional code CAN NOT be applied. Please call Customer Service toll free at 1-877-217-3436 or 1-815-250-5897 immediately to cancel the order and place a new one using the promotional code. We can place the order for you over the phone, or you can place a new order online. Unfortunately, if your order has already been processed we will not be able to cancel it..

NOTE:Only one promotion code can be used per order, we can not combine them.

We reserve the right to cancel any order due to website errors including pricing, title or description.

Is your site secure? Why do I not see the security lock symbol?
Yes, www.penthousestore.com is powered by Springle LLC and is secure. Our secure server software (SSL) is the industry standard and is among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. Websites powered Springle LLC are secure. The security lock symbol appears only at the credit card entry stage of the checkout process and login in to account portion of website.

I received my order, but one item was missing. What happens now?
Upon shipment of your order, we will send an Out of Stock Notification via email if one or more items on your order are out of stock. If you did not receive an Out of Stock Notification and your shipment does not contain all of the items you ordered, please contact Customer Service toll free at 1-877-217-3436 or 1-815-250-5897investigation will be conducted to track the package and check for delivery problems. DO NOT throw away your box; the shipping company may need to see it for the investigation.

How can I track my package?
For UPS packages, you will receive an email confirming your order immediately after a successful order is placed. Once your order is shipped via UPS, you will receive a second email notifying you of the tracking information. This can be looked up at http://www.ups.com/WebTracking/track?loc=en_US&WT.svl=PriNav or by clicking Past Orders on the My Account page.

For USPS shipments,you will receive an email confirming your order immediately after a successful order is placed. Once your order is shipped via UPS, you will receive a second email notifying you of the tracking information. This can be looked up at http://www.usps.com/shipping/trackandconfirm.htm or by clicking Past Orders on the My account page.

How is sales tax determined?
Sales taxes are determined by the location where the merchandise is being shipped. All Illinois residents will be charged 9.5% sales tax.

What's the best way to shop at PenthouseStore.com?
At the top of each page, you'll find different categories like "Men", "Women" and "Lingerie" etc. If you click on a category, you'll find that it's further divided into different sections down the left-hand side of the page. Each section contains a series of products that has been handpicked by the experts at Penthouse that might interest you. With over 15,000 products in stock if there is a product you don’t see and want to find quickly, just type a keyword into the search box at the upper right hand corner of every page.

How can I unsubscribe from the PenthouseStore email list?
There are three ways to unsubscribe.
1. At the bottom of any email sent via the PenthouseStore email list; please find an "Unsubscribe" link. Follow the link to unsubscribe.
2. Click on the Contact Us Page at the bottom of any page. There you will find a link to unsubscribe.
3. Go to http://www.penthousestore.com/unsubscribe/

Why am I getting a message to remove item from my cart because it cannot be shipped to my zip code?
This message is coming to you because of local, state and federal laws regarding certain adult themed items. Below is a list of items and locations that they cannot be shipped to .

Adult Toys and Novelties cannot be shipped to the following locations:
      • Alabama

      • Mississippi

      • Kansas (Johnson County): 66031, 66061, 66202, 66212, 66219

      • Operation Iraqi Freedom and Operation Enduring Freedom: 09333, 09332, 09391, 09335, 09334, 09331, 09393, 09375, 09390,
09342, 09344, 09325, 09324, 09323, 09320, 09322, 09394, 09384, 09368, 09347

Adult DVDs cannot be shipped to the following locations:
      • Alabama

      • Arkansas

      • Mississippi

      • Utah

      • Tallahassee, Florida: 32301, 32395, 32399

      • Jacksonville, Florida: 32099, 32201, 32214, 32234, 32241, 32244, 32254, 32267, 32276, 32290

      • Cincinnati, Ohio: 45201 - 45209, 45211 - 45255, 45258, 45262 - 45264, 45267 - 45271, 45273 - 45275, 45277, 45280, 45296, 45298, 45999

      • Indianapolis, Indiana: 46201, 46211, 46214, 46216, 46234, 46239, 46244, 46247, 46249 - 46251, 46253 - 46256, 46259, 46260, 46262, 46266,46268, 46274 - 46275, 46277 - 46278, 46280, 46282 - 46283, 46285, 46290 - 46291, 46295 - 46296, 46298

      • Memphis, Tennessee:37501, 37544, 38101, 38103 - 38109, 38111 - 38120, 38122, 38124 - 38128, 38130 - 38137, 38141, 38145, 38147, 38148, 38150 - 38152, 38157, 38159, 38161, 38163, 38166 - 38168, 38173 - 38175, 38177, 38181 - 38182, 38184, 38186 - 38188, 38190, 38193 - 38194, 38197

      • Operation Iraqi Freedom and Operation Enduring Freedom: 09333, 09332, 09391, 09335, 09334, 09331, 09393, 09375, 09390, 09342, 09344, 09325, 09324, 09323, 09320, 09322, 09394, 09384, 09368, 09347