FAQ

COVID-19

To our valued customers,

Today, with the current serious situations resulting from the COVID-19 crisis we wanted to share with you the measures and updates we have in place. Please note the following information may change day to day, but the safety of our employees and open communication to our customers is always a priority. We will do our best to keep you informed with weekly updates we have.

We don’t ship to the following countries: American Samoa, Angola, Azerbaijan, the Bahamas, Bermuda, Bolivia, Botswana, Brunei, Cambodia, Cameroon, Cayman Islands, Chad, Cook Islands, Cuba, Curacao, Dominica, Dem. Rep. Of Congo, Dominican Republic, Ecuador, Fiji, French Guiana, French Polynesia, Gambia, Guyana, Haiti, Honduras, Iraq, Ivory Coast, Jamaica, Jordan, Kiribati, Kosovo, Kyrgyzstan, Laos, Liberia, Libya, Madagascar, Malawi,  Mauritania, Mauritius, Mongolia, Myanmar, Panama, Papua New Guinea, Rep. Of Congo, Rwanda, Seychelles, Sierra Leone, Solomon Islands, South Africa, Sudan, Syria, Tajikistan, Tanzania, Timor-Leste, Tonga, Turkmenistan, Turks and Caicos Islands, Uganda, Uzbekistan, Vanuatu, Venezuela, Yemen, Zimbabwe.

We have started shipping to Costa Rica, Guatemala, and New Caledonia.

This list is current as of August 19, 2020.

We suspect this is temporary, and recommend that you also disable shipping to these countries on your platform.

Our carriers will let us know when service will resume, or whether there are more disruptions.

Shipping/Deliveries: We have fulfilment centers in North America and Europe which will allow us to continue serving you to the best of our ability, all while taking necessary steps and measures to keep our employees safe during this time.

  • Expedited and next day shipping will not be available for the foreseeable future
  • Some of our items are POD, fulfillment will have delays of 7-14 business days (for POD items) *before* being processed for shipping. Please see below for possible processing delays of certain items:
  • Yoga Gear (shorts, bra): 7-14 business days
  • Towels: 7-14 business days
  • Please note that we do have items that are ready to ship from our warehouse that won’t be as effected as those above such as our Classic Hoodie, Crewneck, Pornhub Dad Cap, Pornhub Tee and more. Please reach out to our support team with any questions you may have about an order.
  • 3rd party shipping, Pornhub Apparel ships domestically and internationally while we are doing our best to get your order to you in a timely manner, we are unable to control any possible limitations for any and all postal carriers. We are working on getting you more precise shipping but assure you the shipping notifications will still be updated and shared with you.

Support: Our Customer Service remains available to help you and can be reached by contacting store@pornhub.com

Out Of Stock Items: if you cannot find the item you are looking for it is possible due to the events taking place we are limited in supply, you are more than welcome to reach out to our support team for additional information.

For questions about returns/exchanges can be found below in a continuation of our FAQ’s

We continue to navigate this situation together and would like to highlight the efforts and hard work of our team by thanking everyone for their dedication and continued support of our customers and world wide community.

We thank you for your support and are grateful to everyone who is part of the Pornhub Apparel Community! Stay safe and healthy!

RETURN, EXCHANGE AND REFUND

Click here to visit our Returns and Exchanges page.

SHIPPING

When I click on my tracking number, the following message appears:

”An error occurred. Please check if your shipment bar code is correct and try again.”

Not to worry! Your order has shipped. It can take up to 48 hours for tracking information to show up in a carrier’s tracking system.

International Shipment tracking may take up to a few days to display any updates but this does not necessarily mean the shipment is lost.

How long is fulfillment time?

Most of our items are printed on demand, which means there is a fulfillment period to consider.

Orders take in average 5 to 7 business days to fulfill.

* Please calculate shipping time on top of the fulfillment period.

Shipping information*

  • Overnight (US shipments only), includes tracking;
  • Express (1-3 business days in the US and internationally), 
  • Standard (3-5 business days in the US, 3-6 business days in Canada), 
  • Economy (5-8 business days in the US, 6-12 business days in Canada, 5-10 business days internationally). 

The local postal service of the destination country will be the ones making the final mile delivery.

You can look up your tracking information on your local postal service’s website for more details.

Below are some examples:

Canada

https://www.canadapost.ca/cpc/en/home.page

UK

https://www.royalmail.com/track-your-item#/

Germany

https://www.deutschepost.de/en/home.html

France

https://www.laposte.fr/particulier

* Note that the shipping options available will depend on shipping location. Not all of our options will be available for every country.

Addresses written in symbols: 

Our shipping facilities may have put your order on temporary hold because they would need your address information to be written out in Latin characters.

Please email us at store@pornhub.com to update your information as soon as possible so we can help get your order shipped out.

Unsuccessful delivery attempt 

In this situation, the package is brought back to the local post office location closest to your delivery address and from there it can be picked up.

You will need to contact your local post office to arrange a pick up, or sometimes they may offer to schedule another delivery attempt.

Is the packaging discreet?

Very important question and the answer is YES!  We use standard packaging such as bubble mailers and plain boxes.  The only information on the label will be PH Apparel.

Customs/Duties?

We are not responsible and cannot guarantee/calculate the potential additional charges of duties/custom fees that may incur when the items are shipped to you. Apologies for the inconvenience but any additional charges are out of our control and cannot be refunded.

Further recommendations for ease of shipping

  • For address and other contact information, please use types of fonts that are understood internationally.  Avoid any typography using glyph.
  • If sending to a business address, please enter the company information under the “company” field and under name insert “ATTN:” then your name.

 All items are subject to review for admissibility into any country outside the United States by the respective border services agency. Once an item clears all regulatory processes, it is handed over to a local shipping company for delivery. Delivery time depends on the product and the distance to its destination.

For multiple shipments, it may arrive in separate packages as some items may require longer production time.

If possible, we suggest to sign up for email notifications from your local shipping company to receive delivery status updates and get notified if you owe duty and/or taxes for this item.

PAYMENT

If your payment is declined, please follow these steps:

  • Information: Verify that all your credit card or Paypal information are accurate.
  • Insufficient funds: Check with your bank or your credit card issuer to see if you have sufficient funds, or to raise your credit limit.
  • Wrong address: You may be entering the wrong address without even knowing it. Our payment processor uses address verification for all charges and will refuse a charge if you enter the wrong billing address.
  • Credit card on “hold” by bank:  Sometimes a bank will refuse a charge because the attempted purchase is not a normal or expected purchase for the customer. Banks have automated fraud detection systems that looks for suspicious purchases. Call your bank to ensure that your card has not had a “hold” put on it because it suspected that the charges you have been attempting were fraudulent. If you’ve tried calling your bank, asked about everything on this page, and your credit card still isn’t being accepted, please email us at store@pornhub.com and we will do our best to assist you.
  • Completed transaction without receiving order confirmation:  
    This is definitely unusual.  In the event of such problem, please send us a an email at store@pornhub.com with a copy of your credit card statement and we will assist you in order to resolve the issue.

PORNHUB TOYS

For questions about your recently purchased toys or for toys’ technical support, please contact support@pornhubtoys.com.

For all other inquiries regarding your purchase and returns, please contact store@pornhub.com