Customer Service & FAQ
How can I contact Customer Service?
Email us at firstname.lastname@example.org, or call us directly at (424) 284-8470.
What are your customer service hours?
We are readily available Monday - Friday from 9:00 AM to 5:00 PM PST. Weekend inquiries will be answered in the order of receipt on Monday (there is no need to resend as we answer the oldest messages and emails first).
What are discount codes?
- Discount codes vary and may apply to the price of a single item or an entire purchase. The discount reflects as a percentage off, or as a specific dollar amount and will be displayed in the cart after the code is applied.
- Discount codes and special shipping offers may be limited by region, please read the promotional details carefully.
How do I find a discount code?
Discount codes are often available through the Playboy Shop emails. Click here to sign up.
How do I use a discount code?
- Add your item(s) to the cart and select Checkout.
- Add the discount code in the Discount box and click Apply.
- If the discount code is valid, your order will show the discount. If the code is invalid, an error message will display.
Why isn't my discount working?
- Your discount may have expired.
- Only one discount applies per order.
- Shipping discounts may only apply to specific regions or countries.
- Some discounts apply only to a specific product or exclude specific products.
- Discounts may require a minimum purchase.
*Discounts are for use only on your current order. Once you submit an order, you cannot apply a discount to that order. Pricing, specifications, availability and terms of offers may change without notice. Qualifying totals and maximum savings will calculate before taxes, fees, shipping and handling. Discounts may not be applied on previously purchased merchandise.
How Long Will it Take to Ship My Order?
Most items ship within 48 business hours. Items do not ship out on Saturday or Sunday.
How Can I Check My Order Status?
If you created an account when you placed your order, please log-in using your user name and password and your order status information will be available on your account page. If you checked out as a guest and did not create an account, you can also check your order status using the order number we sent in your order confirmation email and the email address you used when you placed your order.
Tracking Your Order
When your order ships, we will email you a shipping confirmation which will contain carrier and tracking information. If you created an account when you checked out, you can also obtain this information by logging into your account online.
Accepted Payment Methods
We accept most major credit cards including VISA, Mastercard, Discover and American Express. We also accept PayPal, Apple Pay and Amazon Payments.
Sales tax is charged for orders shipped to U.S. states where we have a business presence and/or we have determined sales taxes are applicable. Items shipped to APO / FPO military addresses are not subject to taxes. The amount of state sales tax charged is based on current tax rates. State and local tax rates are subject to change at any time. Tax will be refunded for returned items.
Converting Foreign Currencies
The cost of our merchandise can be viewed in other currencies by clicking on the top right corner of any page and selecting the desired Ship To country and Currency.
Why didn't all of my items ship in one package?
While we strive to include all items in a single package, however, due to our pick & pack process, this is not always the case. You will receive an email confirmation and tracking information for each package shipped and there are no additional fees of any kind for split-shipments.
Why is my order in an Amazon package?
We have partnered with Amazon to provide best-in-class fulfillment services for purchases made on the Playboy Shop. Although, you will see Amazon-specific packaging, rest assured, you are purchasing directly from Playboy Enterprises International, Inc.
Standard Shipping orders will arrive in 3 - 5 business days within the continental 48 states, 7-14 days for Hawaii, Alaska and US Territories, and up to 4 weeks for APO/FPO addresses. Expedited shipping has a delivery time of 2-3 business days. Two-day delivery will arrive in 2 days (excluding Sunday) if the order is placed by 11 AM EST. Two-Day delivery service is not available for APO/FBO, Hawaii, Alaska or US Territories.
For international delivery times, please see our International FAQ.
We have a 30 day return and exchange policy. If you're not satisfied with your purchase for any reason, we will make it right or refund your original purchase price (less the shipping and handling fees).
To be eligible for a return or exchange, items must be unworn, unwashed with original tags attached.
The Complete Centerfolds book comes bound in shrink wrap. Once the wrap is removed, the item is no longer eligible for a return or exchange unless unexpected interior damages are present. If so, please contact us at email@example.com for assistance with the damaged good.
Items non-eligible for returns or exchanges:
- PLAYBOY Chain Stitch Satin Jacket
- Men's & Women's underwear
- The Complete Centerfolds book, including Collector's Edition volumes.
Because our product may come from multiple warehouses, please contact us at firstname.lastname@example.org for return address and instructions.
Intimates Returns (Bras, Panties and Boxer Briefs)
Women's Bras same standard return policy as other shop product.
Men's and Women's Underwear* We only accept returns on underwear that has not been opened (i.e., bag has not been punctured, torn or removed). For underwear to be eligible for a return or exchange, items must be in the original un-opened packaging with all tags attached.
*defined as women's thongs, women's panties and men's boxer briefs