SHIPPING POLICY
Fast, discreet, and reliable delivery worldwide.
Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the highest levels of responsiveness to you at all times.
The time frame for order delivery is divided into two parts:
- Processing time: Order verification, quality check, and packaging. All orders are sent to the fulfillment center for dispatch in 1-5 business days after the order is placed.
- Shipping time: This refers to the time it takes for items to be shipped from our fulfillment center to the destination.
*During peak seasons and promotional sales, delivery might take a little longer.
We offer Free Shipping on all orders. To ensure the fastest and most reliable service, we partner with premium global logistics providers. We will automatically select the best carrier based on your specific destination and package size.
Once the package arrives in your destination country, it is typically handed over to your local postal service (such as USPS, Royal Mail, etc.) or a local express courier for final delivery.
Shipping Cost: FREE (All Orders)
| Destination | Days (Business) |
|---|---|
|
United States (Excl. AK, HI, Territories) |
8-12 |
|
UK, DE, FR, MX, ES (Mainland Only) |
6-12 |
| AU, CA, IT | 12-18 |
|
EU & Others (CH, DK, IE, NZ, BE, AT, SE, NL, NO, PT) |
15-25 |
|
Japan, Korea (Tax ID Needed) |
8-18 |
| Middle East | 30-50 |
| South America | 20-30 |
HOW CAN I TRACK MY ORDER?
Our delivery process begins the moment an order is accepted. Please allow 1-5 business days for your order to be processed and dispatched. Note: This may take slightly longer during peak promotional sales.
Step 1: Shipment Confirmation Email
As soon as your order is packed, we will send you a shipment confirmation email containing your tracking number and a link to track your order online. Please note that it may take 24-48 hours for the tracking information to update in the system.
Step 2: Track via 17TRACK (Recommended)
For the most accurate global tracking updates, we recommend using the universal tracking platform, 17TRACK.
Simply copy your tracking number and visit: https://www.17track.net/en
HOW TO CHANGE MY DELIVERED ADDRESS?
If you realize you have entered an incorrect shipping address, please contact our Customer Care IMMEDIATELY at support@heroger.com.
Important:
- We can only update your address before the package is dispatched.
- Once the item has been handed over to the shipping carrier, we are unable to make any changes or redirect the package.
Countries with Import Restrictions
The following countries have stricter import policies for adult products. Please check the website disclaimer notice when purchasing. We will try our best to help the goods pass customs, but we cannot guarantee it. Once the goods are detained, we cannot bear all losses.
Restricted Countries: India, Turkey, Indonesia, United Arab Emirates, South Korea, Japan, Pakistan, Egypt, Saudi Arabia, Morocco, Malaysia, Bangladesh, Kuwait, Algeria, Jordan, Uzbekistan, Thailand, Oman, Qatar, Kazakhstan, Lebanon, Azerbaijan, Nigeria, Tunisia, Palestine, Albania, Libya, Bahrain, Kyrgyzstan, Tajikistan, Senegal, Maldives, Mali, Mauritania, Brunei, Guinea, Niger.
Tax And Duties
General Policy:
For most major regions (including the US), our logistics fees are inclusive of taxes. Generally, you do not need to pay additional import duties upon receipt.
Exceptions (EU & Customs Inspections):
While we strive to cover all costs, local customs authorities in certain regions may randomly select packages for inspection and apply import taxes. If your package is selected, you are obligated to cooperate with customs.
For your reference, below are the standard VAT (Value Added Tax) Rates for key European countries. These may apply if customs deems the package taxable:
| Country | VAT Rate |
|---|---|
| Germany | 19% |
| France | 20% |
| Italy | 22% |
| Spain | 21% |
| Netherlands | 21% |
| Belgium | 21% |
| Austria | 20% |
| Sweden | 25% |
| Denmark | 25% |
| Portugal | 23% |
| Ireland | 23% |
Is My Package Discreet?
Yes, your privacy is our top priority. We understand the nature of our products, and we guarantee 100% discreet shipping.
- Plain Packaging: All orders are shipped in plain, unmarked cardboard boxes or opaque mailers. There are no logos, no product descriptions, and no references to the contents on the outside of the package.
- The Shipping Label: The shipping label will only display your delivery address and a generic return address (e.g., "Fulfillment Center" or "HRG Logistics"). It will NOT mention "Sex Toys," "Adult Products," or the brand name "Heroger" if it reveals the nature of the business.
- Secure Sealing: Packages are securely taped to ensure they cannot be accidentally opened during transit.
Only you will know what is inside.
2. How Will It Appear on My Bank Statement?
We value your financial privacy as much as your physical privacy.
Discreet Billing: Your credit card or bank statement will show a neutral, non-descript merchant name (such as "SP*STORE" or "ONLINE ORDER").
It will never list the specific items purchased.
3. Data Protection
We strictly adhere to data protection regulations. Your personal information, shipping address, and order history are kept strictly confidential and are never sold to third parties. We use industry-standard encryption to protect your data during the checkout process.