RETURNS & EXCHANGES

Please note, due to the intimate nature of our products, we cannot approve returns or exchanges of our products. Please choose your product carefully and ask for support before purchasing if you are uncertain. 

Please note:

• Opened pleasure objects may only be returned under warranty ONLY if they are malfunctioning. 

• Pre-authorization is required for all returns. To request a return for your item, please contact help(@)hilobrands.com with your order number or the email address you placed the order with. Please include in the email the concern you have about your item. 

• If you find that the box has been damaged, opened, or its contents are missing upon receipt of your delivery, please ensure that you take a photograph of the damaged packaging, which should be emailed to us. If you are at home during the delivery, write "Damaged/Opened/Missing content" and refuse the package delivered by UPS/Fedex/USPS.

COUPON CODES

My coupon code didn’t work, help!

Please send your coupon code and your order number to help(@)hilobrands.com. Please note it could take up to 48 hours for a response. 

Can I use coupon codes while there is a sitewide promotion? 

Our coupon codes can only be used when a sitewide promotion is not running. 

Can I use multiple codes on one purchase? 

Our only store has the ability to only honor one coupon code per order.

PAYMENTS

What payment methods are available and will my payment information be stored? 

Your payment is processed by Shopify via authorize.net, a secure payment gateway. Your payment information is stored securely with Shopify in case we need to refund your payment for any reason. Our team does not have access to your payment details.

What will the payment say on my statement?

Your statement will read “HiLo Brands Inc” for discreet billing purposes.

SHIPPINGWhen will I get my Tracking number?

Once your order has been placed, your order will be processed within the next 24 hours (Mon-Fri) and you will be sent individual tracking for each shipment. All shipping information will be emailed to you as soon as your purchase is shipped. Please use the link included in the email to track your delivery directly on the delivery company webpage.

If the link is not responsive for any reason, please access the web page of the delivery company (UPS/Fedex and USPS) enter the tracking number manually into their website to verify the status of your delivery.

If you're located within the US:

Express - If your order is placed before 12pm PST, we will make our best effort to ensure your package is picked up the same day. Once your order has been processed and is ready for pickup, you will receive your tracking number. Shipping time after pickup is 2 business days. 

Standard - We will process your order within 48 hours. Once your order has been collected by our courier, it should arrive within 3-6 business days. 

For international orders:

Below are the approximate shipping times for international orders. We will do our best to process your order within 48 hours and once it has been processed you will be emailed your tracking number. Please be aware that due to Covid-19 there may be some supply chain issues with postage services which are beyond our control, however we will do our best to ensure your order reaches you in the below time frames.

Canada: UPS 4-7 business days

UK: UPS 4-7 business days

Australia: UPS 5-7 business days

Mexico: UPS 2-7 business days

What will my delivery box look like? Will people be able to tell I purchased a vibrator?

Don’t worry, we’ve got you. All orders arrive in discreet brown packaging so that any nosy neighbors won’t suspect a thing. 

Can I change the address on my order?

We will do our best to update your address to ensure your order reaches you. Once your order is placed, you have a maximum of 2 hours to contact us to request a change to your address on the order, by emailing <help (@) hilobrands.com>. 

Please include your order number in the email to support. Once received, we will update the address and follow up with a confirmation. Below is the required format to update your shipping address:

First and last name

Street address

Unit/apt # (if applicable)

City, State & Zip

Please note: It is not guaranteed that shipping addresses will be updated as your order may be in progress to ship. 

Our products are picked up at 2pm PST by our courier daily. We will do our best to correct your order in time, but there may be times where due to the volume of our orders we cannot correct your address before the courier has picked up your order.

Where is my order shipped from?The pleasure products in your order are handled with care and are shipped from our warehouse in Los Angeles. You will receive tracking numbers for your order.When will my order arrive?

Once your order is placed, if you would like to track the status of your order, please check your inbox to find your shipping confirmation. All shipping information will be emailed to you as soon as your purchase is shipped. Please use the link included in the email to track your delivery directly on the delivery company webpage.

If the link is not responsive for any reason, please access the web page of the delivery company (UPS/Fedex and USPS) enter the tracking number manually into their website to verify the status of your delivery.

For Pleasure products

Within the US

Express - If your order is placed before 12pm PST, we will make our best effort to ensure your package is picked up the same day. Shipping time after pickup is 2 business days.

Standard - We will process your order within 48 hours. Once your order has been collected by our courier, it should arrive within 3-6 business days. 

International Orders

Below are the approximate shipping times for international orders. We will do our best to process your order within 48 hours. Please be aware that due to Covid-19 there may be some supply chain issues with postage services which are beyond our control, however we will do our best to ensure your order reaches you in the below time frames.

Canada: UPS 4-7 business days

UK: UPS 4-7 business days

Australia: UPS 5-7 business days

Mexico: UPS 2-7 business days

Do you ship internationally?

We ship to selected countries and are working on expanding our reach - we just want to make sure we get it right, and your order isn’t in purgatory if we ship it to your country! We ship to the following countries:

Canada*

Mexico*

Australia*

New Zealand*

*there may be additional customs charges upon receipt of your package.

Certain countries charge customs fees (VAT) and independent carrier charges. We are unable to anticipate these costs and will not be able to cover or reimburse these fees. We recommend before placing your order to contact your local customs office to find out what these fees could be.

Do you ship to a PO Box?

Yes! We will ship to PO boxes as long as they are in the United States, through USPS. We cannot ship to international PO Boxes.

My order never arrived. What can I do?

Oh no! First, we advise you to check your tracking information to see what may be causing the delay. Your Please send your order number to help(@)hilobrands.com and we will help troubleshoot! 

I never received a confirmation email for my order. 

Firstly we advise you to check your spam folder. If you still can’t find it, please send a screenshot of your order (if you have it), your order number, and the email address you used to place the order, and your full name on the order, to help(@)hilobrands.com. We will help you track down what happened.

My package has not arrived but the tracking information states that it was delivered. What can be done?

Unfortunately, if your package has been declared as "delivered" Higher Love is unable to provide support for this occurrence.

For damaged or missing packages, we recommend filing a claim through the carrier immediately. To ensure that a response from the carrier is guaranteed, customers must file no later than 30 days from the date of mailing. The date of mailing is determined by the date that tracking information has been populated. For more information on filing a claim with carriers, please reach out to us.

SUSTAINABILITYDo you have a sustainability program?

Our fulfillment center takes the following steps to keep our environmental footprint as small as possible:

• All shipping boxes are 100% recyclable (or reusable).
• We use brown kraft packing paper which is a 100% recyclable, natural, biodegradable and compostable material (no packing peanuts here!)
• In order to create an efficient packing process to maximize the space used in each shipment, and minimize waste, our operations team in Los Angeles, CA measured and created a product configuration chart.
• We do not print packing slips to help reduce the amount of paper used.

How do I dispose of my products the right way?

We created these vibrators to last pretty much forever, but if you and your vibe are ready to break up, please look up the nearest e-waste recycling facilities near you. Keep in mind that opening the device will void its warranty. Our vibes contain a lithium-ion battery which needs to be removed and should not be thrown away with household waste. To remove the battery, peel away the silicone cover, open the plastic shell, and remove the battery to be disposed of by your local environmental regulations. Wear gloves during this process for your safety. Once you have carefully discarded your item, we have plenty more fun vibes that await you!

For the lubricants and gels, we advise you to rinse the bottle thoroughly once you have finished with it, peel the label off, separate the cap and bottle, and place them in your recycling bin. 

WARRANTY

We stand by the quality of all our Pleasure Products. Should you have any issue with your Higher Love purchase, please check out our product support FAQ.

If this does not solve the problem, please follow the instructions to complete a warranty claim.

Higher Love products are intended for adults only. Our products are of the highest quality and come with a 1-year worldwide manufacturing warranty after the date of original purchase, against defects due to faulty workmanship or materials. If you discover a defect and notify us during the warranty period, we will, at our discretion, replace the pleasure product free of charge.

The warranty covers working parts that affect the function of the pleasure object. It does NOT cover cosmetic deterioration caused by fair wear and tear or damage caused by accident, misuse or neglect. Any attempt to open or take apart the pleasure object (or its accessories) will void the warranty.

Claims under warranty must be supported by reasonable evidence that the date of the claim is within the warranty period. To validate your warranty you must provide us with your order details (name, email address or order number).

Once your return is approved, pleasure products under warranty claim must be returned to Higher Love with your order details - otherwise, we will not know who to attribute the return to. Shipping costs are non-refundable.

If you experience any problems with your pleasure product, have any questions regarding its operation or believe you are eligible for a warranty claim, please contact help(@)hilobrands.com

Do you keep any of my data?

When you purchase from us or access the website, we collect certain personal information (specifically for the Shopify Store) which is described below. The information we collect from you depends on what such information is needed for. We collect the following types of personal information for the website only:

2.1 Personal Information you submit to us on Shopify in order to complete your purchase: Personal Information you submit to us is any information that you willingly submit to us when we require it. This information includes but is not limited to your names, email address, phone number, payment information, country, state, street, zip code, and city/town. This personal information may be collected when you (i) provide your shipping information, (ii) submit your payment information for payment, (iii) reach out to us regarding complaints or questions, (iv) sign up to receive newsletters from us, and (v) take part in surveys, promotions, and bonuses offered by Higher Love.

2.2 Personal Information collected automatically: This is any information that is automatically collected by us through the use of our programmed software when you access the ecommerce website. This type of information is collected immediately when a user accesses the Higher Love website. This information may include the user’s device IP Address, location, cookies and other tracking information. Non-personal information is majorly collected through your device with the help of our tracking tools such as cookies and other third-party tracking technologies such as Google Analytics.

PRODUCT SUPPORTPRODUCT MANUALS

To download your product manual in the event you misplaced yours, please click the links below:

Dream Wand Kit

Where are your products made? 

Our lubricants and gel products are produced in California, USA. Our vibes are produced in China using the highest manufacturing standards by manufacturers vetted by our partners.

What materials are your products made of?

Our vibes are made of body-safe silicone and ABS plastic. They are all latex and phthalate free. Our lubricants and gels are made from body-safe ingredients which are listed on their product page of this website.

Do all your vibes come with a charging cable? What if I lost mine?

Yes, all vibes come with a USB charging cable. If you need to order a replacement cable, these can be purchased for a small fee by emailing us at help(@)hilobrands.com.

Which charging adapter do I use with the Higher Love charging cable?

USB adapters are universal. Depending on the manufacturer, some will take a longer or shorter time to charge (same as if you charge your phone via the computer or a wall charger adapter). Please do not use a high-power charger as it may be too powerful for your vibe, and damage the battery. Smart USB chargers may not function; a standard USB-A outlet is preferred. 

How do I charge my vibe?

All vibes need to be charged before you first use them. Your instruction manual will indicate where to place your charger on your vibe - it can be via magnet charging clips or through a DC port in the product itself. After the first charge, only charge your vibe when they are empty or very low, to save their battery life. Once you connect your charger, the light on it will flash to indicate it is charging. When the light is steady, the device is fully charged. 

Help! My vibe isn’t charging.

Your vibe’s light isn’t pulsing when the charger is connected? This could be why: 

• The charging light may be on but sometimes they’re hard to see in a brightly lit room.

• Battery is already fully charged

• Battery is drained and will require several minutes to recognize that it is being charged.

• Charger is not properly connected. Check your charging block and DC jack.

Connect to a standard USB A power outlet [ like the one on your computer or phone charger] some USB chargers may not be compatible, so make sure to try one that you know works on other devices.

Which lubricants should I use with vibes?

We recommend using a water-based lubricant. Avoid using a silicone-based lubricant as this could kill your vibe. If you must use a silicone-based lubricant, perform a patch test first. Wash thoroughly after every use.

Do not use with oil-based massage oils (such as coconut oil) or oil-based lubricants as it may damage the silicone.

How do I care for my vibe?

After every use, clean with warm water and antibacterial soap or toy cleaner. Dry thoroughly with a clean towel or air dry. Store in a cool, dry place and keep your vibe away from toys made of other materials and direct sunlight. Remember to charge periodically to maintain the battery life.

Are all your vibes water resistant?

Our vibes are water resistant, not 100% waterproof. This means they’re safe to be rinsed in running water or get a little wet in the shower. Do not fully submerge your vibes, as there is a small chance water may get into the charging port and affect your ability to charge your vibe. That could really kill your buzz.

How do I dispose of my vibe?

Only dispose of your device if it's ready to be disposed of. Keep in mind that opening the silicone casing over the device will void its warranty. Our vibes contain a lithium-ion battery which needs to be removed and should not be thrown away with household waste. To remove the battery, peel away the silicone cover, open the plastic shell, and remove the battery to be disposed of by your local environmental regulations. Wear gloves during this process for your safety. Once you have carefully discarded your item, we have plenty more fun vibes that await you!

LUBES & GELSHow safe is the Higher Love lubricant?

Our products are created using the highest quality ingredients and are absolutely body-safe for you to use and enjoy. For specific ingredient information, instructions and warnings, please review the specific product pages on this website. If you have sensitive skin, we advise always performing a patch test before using on your most intimate areas.

CONTACT SUPPORT

Can’t find the answer to your question? Contact our team at help(@)hilobrands.com and if it’s regarding your order, please make sure to include your order number in your message.