Customer Care

Returns & Exchanges

Please note that these Return & Exchange/Defective Products Policies are based on online sales only. For purchases made in our retail stores and their Return & Exchange/Defective Products Policies, please contact your local store for more information.
Exchanges and Refunds will be dealt with on a case to case basis. We want to ensure you get the quality product you deserve and have paid for. Certain products unfortunately cannot be exchanged or refunded. We only accept exchanges on defective or non-fitting items. If you require an exchange, you must contact us within 30 days of receiving your order. EXCHANGES FOR ONLINE ORDERS CANNOT BE DONE IN-STORE. Please do not contact your local store for online inquiries as they will not be able to assist you.
Toys & Other Products
Due to the intimate nature of our products, and for the safety of our customers, we cannot accept any exchanges on non-defective products.
Final Sale & Clearance Items
Once shipped out, all final sale and clearance items cannot be cancelled or exchanged under any circumstance.
Any shoes looking to be exchanged must be unworn and returned in original condition.
Lingerie & Underwear
All stockings & accessories are final sale and cannot be exchanged or returned. All individually sold bottoms (Shorts, Panties, Thongs, G-String, etc.) or bottoms in a set will be sealed in a separate bag. This bag MUST remain unopened if you need to exchange your item otherwise we will not accept it. All exchanged items must be unworn and in their original state and packaging. They must also include all tags and be without any trace of deodorant, hair, makeup, or scent. If the item you receive is the wrong size or does not fit, we will exchange it for another size of the same item (if possible). Please contact us here with the following information:
  • Your name
  • Your order ID (found in the top left corner of your receipt)
  • The product you purchased and the issue you are experiencing
Defective Products
If your product becomes defective within 30 days after receiving your order, we will be happy to exchange it for the same item. E-mail, with the following information:
  • Your name
  • Your order ID (found in the top left corner of your receipt)
  • The product that is defective and the issues you are experiencing
International Returns
At Stag Shop, we stand behind the quality of our products and will make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Unfortunately, we do not process any size exchanges for lingerie or wearable items outside of Canada. Because of this, we do strongly suggest you contact us in regard to sizing if you are not sure what size you are and we can assist you further.
Please note that some toys may require you to deal with the manufacturer directly regardless of whether it becomes defective within the 30 day period or not. We will be happy to assist you in contacting the manufacturer. You will receive a pre-paid Return Service Shipping Label (RSSL) via e-mail. The RSSL will contain information on how to ship your defective product back to us. The e-mail will additionally contain a Return Authorization Number. All defective returns must be sent back via this method or we will not accept your shipment.
  • All items returned for exchange MUST contain the original parts & packaging including: batteries (if applicable), cords, remotes, warranty cards, instruction booklets, etc.
  • All items returned must be sealed in a ziploc bag for sanitary reasons.
  • You will have 30 days to return your defective product back to us. Any returns sent after the 30 day period will not be accepted. Once the product has been received and confirmed as defective, we will send out a replacement product. If the original item is confirmed to be non-defective, we will send it back to you.
  • If you have any questions in regards to our Return and Exchange Policy, please contact us by email