Shopping & Order Support FAQ
Answers about shopping at Red Velvet Boutique, shipping and order support.
Where do you ship?
We ship to Canada and the United States. Delivery options for your address are shown at checkout.
How long will delivery take?
Our published estimates are 1–2 business days for processing, then 2–7 business days for standard delivery within Canada or 7–10 business days to the United States. These are estimates, not guaranteed arrival dates. Contact us if tracking shows a delay.
How much is shipping?
Our Shipping Policy lists standard shipping at a flat rate of C$20.00 before taxes for Canada and the United States. Free standard shipping applies to Canadian orders of C$200 or more before taxes. Your checkout shows the shipping charge, currency and available delivery options before you pay.
Why are prices or my payment shown in USD?
Red Velvet Boutique's base currency is CAD. Depending on the market and currency selected, prices and checkout can be displayed in USD. Review the currency beside the final checkout total before paying. If a charge appears incorrect, contact us with your order number; do not send card details.
Is the packaging discreet?
Orders are shipped in plain, unmarked packaging without a description of the contents or Red Velvet Boutique branding on the outside, as described in our Shipping Policy.
How can I track my order?
Once your order ships, we send an email with its tracking number. Tracking can take about 24 hours to update. Use the order-status link in your confirmation email; contact us if you cannot find it or tracking is not updating.
Can I return something because I changed my mind?
All sales are final. We do not accept change-of-mind returns or exchanges, including unopened and unused items. Our Refund Policy lists used items, items with damaged or opened packaging, lingerie and clothing, lubricants, massage oils and other personal care products as non-returnable. For an item that arrived defective, damaged or incorrect, please follow the separate claim process below.
What if my item arrives defective, damaged or incorrect?
Please contact support@redvelvetboutique.ca within 7 days of delivery with your order number, a description and photos of the issue. Keep the product and original packaging until the issue is resolved. If the issue is confirmed, we will replace the item or issue a refund at our discretion, as stated in our Refund Policy. Contacting us does not mean a replacement or refund has already been approved.
Should I send a faulty item back immediately?
No. Contact our support team first and wait for written return authorization and shipping instructions. Do not send an item to an address found on the website or the parcel without our instructions.
Can I cancel my order or change the address?
Contact support@redvelvetboutique.ca as soon as possible with your order number and the requested change. Our team will check whether it is still possible; cancellation or an address change is not confirmed until we tell you.
Where can I find product specifications and availability?
Check the current product page for its listed materials, dimensions, power source, care instructions and availability. If a specification is missing or unclear, contact us before ordering. Do not assume that similar-looking products have the same features.
How can I speak with a person?
Email support@redvelvetboutique.ca with your question and order number, if relevant. You can also reach our team at redvelvetboutiqueca@gmail.com. We aim to respond within 24 hours. Please do not send passwords, payment-card details or intimate photographs.
Do you offer free shipping?
Yes. Our Shipping Policy offers free standard shipping on Canadian orders of C$200 or more before taxes. This published free-shipping offer applies to Canada. Review the shipping charge shown at checkout before paying.
Which carrier do you use, and are delivery dates guaranteed?
Our Shipping Policy lists Canada Post for deliveries across Canada and the United States. The published processing and delivery times are estimates. Our Terms of Service explain that carrier or customs delays are outside our responsibility. Contact support with your order number and tracking information if your parcel is delayed.
What should I do if my parcel is lost or damaged?
Contact support@redvelvetboutique.ca with your order number and tracking details so our team can review the issue and file a carrier claim on your behalf. Our Shipping Policy asks you to report a lost or damaged package within 7 days of the delivery date. Keep the original packaging until the issue is resolved. If your parcel has not arrived, contact us for help with its current status.
When will I receive an approved refund?
Our Refund Policy does not specify a fixed refund processing time or the time for a refund to appear in your bank account. If a refund has been approved, contact support@redvelvetboutique.ca with your order number to check its status and the timing that applies to your case.
What personal information do you collect, and do you sell it?
Our Privacy Policy describes collecting contact details, payment-related information handled through our payment partners, and device information. We use this information to fulfill orders, process payments, communicate with you and provide or improve our services. We share information with Shopify and shipping partners to deliver your order. We never sell your personal data to third parties. Information is retained only as long as needed for our services and legal obligations.
How can I access, correct or delete my personal information?
Depending on your location, you may have rights to access, correct or delete your personal information. Contact support@redvelvetboutique.ca to make a request. Our Privacy Policy explains these rights and our retention practices.
Does your website chat use AI, and can a person review it?
Our website may use Shopify Inbox and an AI assistant to answer shopping and support questions. As explained in our Privacy Policy, Shopify processes chat communications and relevant store and customer information to generate responses and improve the assistant. Our support team can review conversation history and take over when needed. Please do not send payment-card information, passwords or unnecessary sensitive information in chat.
How old do I need to be to shop here?
Our Terms of Service require you to be at least the age of majority in your state or province of residence. In Canada, this is 18 or 19 depending on the province or territory.