Política de envío
Shipping & Returns: Your Guide to Intimacy Wellness by Sydney & Co.
Shipping Policy
Thank you for shopping with Sydney & Co.! Please review our shipping policy carefully before placing your order. By completing your purchase, you acknowledge that you have read, understood, and agreed to the terms below.
Important: Processing Time vs. Shipping Time
These are two separate time periods.
1. Processing Time — How long it takes for your order to be reviewed, prepared, packaged, and handed off to the shipping carrier.
2. Shipping Time — How long the carrier takes to deliver your package once it has left Sydney & Co.
All shipping estimates and delivery quotes provided at checkout, by the carrier, or by Sydney & Co. apply to shipping time only—they begin after processing is complete.
Shipping upgrades do not reduce processing time. The total time from when you place your order to when it arrives is processing time + shipping time.
Processing Times
Standard processing time is within 2 business days, Monday through Friday, from the date your order is placed.
Business hours are Monday through Friday only. Weekends and U.S. federal holidays are not counted as business days.
Orders placed on a weekend or holiday will begin their 2-business-day processing window on the next business day.
Example: If an order is placed Friday at 5:00 PM, it may be processed by the end of the second business day (Tuesday). An order placed Saturday morning will not begin processing until Monday.
During product launches, live sales, flash sales, events, promotions, and major holiday seasons, processing time may extend up to 3–5 business days.
Orders containing pre-order, made-to-order, or back-ordered items will not ship until all items are ready. Mixed orders will ship together in one package unless otherwise noted.
We will never intentionally delay fulfillment. Orders are processed as quickly as possible while ensuring accuracy.
Exception: Liberator Items (Made to Order)
Liberator products are an exception to the standard processing time. Many Liberator items are handmade, hand-finished, and made to order by the manufacturer once your order is placed.
Because these items are not pre-produced:
- Liberator items typically require 7–14 business days to be produced before they ship.
- Production timelines are set by the Liberator manufacturer and are subject to change based on order volume.
- Once an item is already in production, a cancellation may not be possible.
- If your order contains both standard Sydney & Co. products and a made-to-order Liberator item, your products may arrive separately.
- Because these products are made to order, delivery dates cannot be guaranteed.
Please allow the full production window before contacting Sydney & Co. regarding the shipping status of a Liberator item.
Shipping Times
Shipping time begins only after processing is complete and your order has been packed and given to the carrier.
Estimated shipping times are:
- Standard Shipping (USA): 3–7 business days after processing
- Expedited Shipping (USA): 2–3 business days after processing
- Priority/Express Shipping (USA): 1–2 business days after processing
Shipping services and estimates provided by the carrier are estimates and are not guaranteed delivery dates unless the carrier specifically guarantees the selected service.
If you select a faster shipping method, your order is still subject to Sydney & Co.'s normal processing time. Expedited shipping speeds up the carrier portion of delivery—it does not move your order ahead of other orders waiting to be processed.
For example, if you place a standard Sydney & Co. order on Monday evening and select 2-day shipping, the order may take up to 2 business days to process before the 2-day shipping period begins.
Shipping Rates
Shipping rates are calculated at checkout based on your order's weight, size, shipping destination, and the shipping service selected.
Any free-shipping promotion, discounted shipping rate, or promotional shipping offer will be subject to the specific terms of that promotion.
Tracking Your Order
Once your order ships, you will receive an email containing your tracking number.
Please allow up to 24 hours for tracking information to update with the carrier after receiving your shipping confirmation.
Once tracking has been issued and the carrier has possession of your package, movement and delivery scans are controlled by the carrier.
Discreet Packaging
All orders are shipped in plain, unmarked packaging. The return label and shipping label will not disclose the nature of the products inside.
Your privacy is important to us.
Address Accuracy
Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.
Please verify your address carefully before submitting your order.
Sydney & Co. is not responsible for packages that are delayed, misdelivered, returned, or lost because an incorrect or incomplete address was provided by the customer.
If you notice an address error immediately after ordering, contact Sydney & Co. as quickly as possible. We will make every reasonable effort to correct the address before shipment, but address changes cannot be guaranteed once an order has entered processing or shipped.
If an order is returned to Sydney & Co. because of an incorrect or undeliverable address, additional shipping charges may be required before the order can be resent.
Damaged Packages — Always Covered
If your order arrives damaged during shipping, Sydney & Co. will assist you in resolving the issue.
If Route Shipping Protection was selected at checkout, damage claims should be submitted through Route according to their claim process.
If Route was not selected, please contact Sydney & Co. promptly after delivery.
To help us resolve a damaged shipment, please provide:
- Your order number
- Photos of the damaged item
- Clear photographs of the shipping box or packaging
- Clear photographs of the damaged product
- A brief description of the damage
Please do not discard the shipping packaging until your claim has been resolved. Replacement items may not be sent until sufficient documentation has been received.
Lost, Stolen, or Missing Packages
Once a package has been handed to the carrier, Sydney & Co. no longer has physical control over it.
For this reason, protection against packages that are lost, stolen, misdelivered, or otherwise missing after shipment depends on whether Route Shipping Protection was selected during checkout.
If You Selected Route Shipping Protection at Checkout
Your order may be protected against qualifying shipping problems under Route's coverage.
Depending on the circumstances, Route may provide coverage for situations such as:
- Packages marked delivered but not received
- Packages lost while in transit
- Packages stolen after delivery
- Packages damaged during shipment
Claims must meet Route's eligibility requirements, documentation requirements, and filing deadlines.
If something happens to a Route-protected order, you will need to submit a claim through Route. Sydney & Co. can provide your order information if needed, but Route makes the final determination regarding claim eligibility and resolution.
If You Did Not Select Route Shipping Protection
If you declined shipping protection at checkout, you accepted responsibility for the shipment once it was transferred to the carrier.
This includes packages that are:
- Marked delivered by the carrier but cannot be located
- Stolen from your porch, mailbox, or delivery location
- Misdelivered by the carrier to a neighboring address
- Lost in transit by the carrier
In these circumstances, Sydney & Co. is not responsible for replacing or refunding an order solely because it was lost, stolen, or misdelivered after being transferred to the shipping carrier.
If your tracking shows Delivered but you have not received your package, please:
- Check around your delivery location, mailbox, neighbors, and other safe areas where the carrier may have placed it.
- Wait approximately 24 hours, as some carriers occasionally mark packages delivered shortly before the physical delivery occurs.
- Contact the carrier directly with your tracking number to request additional information or GPS/delivery confirmation when available.
If the carrier confirms the package is missing, you may contact Sydney & Co. and we will provide any information reasonably available to us to assist with a carrier claim.
Choosing not to purchase Route Shipping Protection means Sydney & Co. cannot guarantee replacement or reimbursement for a package that is lost, stolen, or misdelivered after carrier acceptance.
Our Recommendation
We strongly recommend adding Route Shipping Protection at checkout. Shipping carriers handle thousands of packages every day, and unexpected loss, theft, damage, and delivery errors can occur.
Route protection provides an additional avenue for resolving qualifying shipping issues without relying solely on the carrier's claims process.
Carrier Delays
Sydney & Co. does not control USPS, UPS, FedEx, or other shipping carriers once a package has been accepted by them.
Weather, staffing, holidays, transportation disruptions, natural disasters, high shipping volume, and other carrier-related circumstances can cause delays.
A carrier delay does not mean an order is lost.
If tracking has stopped updating for an extended period, please contact the carrier first using your tracking number. If additional information from Sydney & Co. is necessary for a carrier investigation, please contact us and we will assist where reasonably possible.
International Shipping
If international shipping is available for your destination:
- International orders may be subject to customs duties, taxes, tariffs, import fees, brokerage charges, or other fees imposed by the destination country.
- These charges are the responsibility of the customer.
- International delivery times vary significantly by destination and customs processing.
- Sydney & Co. is not responsible for customs delays.
- We are not responsible for items seized, delayed, or refused by customs because of local laws or import restrictions.
Customers are responsible for determining whether the products they purchase may legally be imported into their destination.
Holiday & Live Sale Notice
During holidays, live-sale events, flash sales, and major promotions, order volume increases significantly.
Processing may therefore take longer than normal.
Orders will be processed in the order received unless otherwise stated as part of a promotion. Selecting expedited shipping does not bypass the processing queue.
Please plan accordingly when purchasing products needed by a specific date.
Sydney & Co. cannot guarantee arrival by a particular holiday, birthday, event, trip, or other date unless that guarantee is expressly provided in writing for the specific order.
Questions?
If you have questions about your shipment, please email romancebysydneytodd@gmail.com or contact Sydney & Co. and include your order number so we can assist you as quickly as possible.
All shipping timelines are calculated using Central Time (CT).