Store Policy

1. Customer service

If you have any questions concerning your order, please contact Customer Service via email at velvetmerch-cs@halo.com. To expedite service, please include your sales order number.

2. How your order is received

When you submit an order, it is transmitted securely to our office in an encrypted format.

3. Acknowledgement

When we receive your order, we will email you an order confirmation within 24 hours.

4. Changing or canceling your order

To change or cancel an order, please contact Customer Service immediately at velvetmerch-cs@halo.com as there may be a chance that we have processed your order for shipment. We will take all reasonable steps to accommodate your request.

5. Payment

Orders can be placed by using one of the following credit cards: VISA, MasterCard, American Express or DISCOVER or by billing to your department.

6. Returns

Please contact our Customer Service Team at velvetmerch-cs@halo.com to advise them of your return request. A Customer Service Representative will review return options with you. All claims must be made within thirty days of receipt of goods and must include a copy of the original invoice or packing slip.

7. Shipping

All shipments will be shipped via the selected service from Sterling, IL unless otherwise noted. We will not accept P.O. Boxes as a ship to address. If an expedited freight method is selected, additional charges may apply. Please note that applicable state sales taxes will be added to your order fees once your order has shipped.

Orders ship as soon as possible. We always try to ship your order within 48 hours of receiving it. Orders shipping via UPS next day air placed prior to 1 p.m. CST, Monday-Friday, will ship the same day and should arrive the following business day. Next day shipment orders placed after 1 p.m. CST will ship the following business day.

8. Safety and compliance:

All items for sale are for adult-use only, unless stated.