FAQ - FREQUENT QUESTIONS

"Do you have any doubts? You came to the right place."

General


What are the opening times?
From Monday to Friday you can reach us at the following hours:

9a.m. - 1p.m. and 2p.m. - 6p.m. (GMT)

10a.m. - 2p.m. and 3p.m. - 7p.m. (GMT+1)


Do you sell to the general public?
No. Please check the requirements to work with us here.

Why can’t I see the product prices?
EXCITASY is a wholesaler and therefore only registered customers are able to view the prices after logging in.

Requirements


I don’t have an erotic or lingerie shop. Can I still be your client?
No, we only work with physical or online shops dedicated to the selling of erotic articles or lingerie.

I don’t have a store, but I do organize sex toys parties (tuppersex), can I be your client?
Yes, since you organize sex toys parties, you can be our costumer and register on our website.
You just have to send us a certificate attesting that you organize these kinds of parties.


I sell erotic articles and/or lingerie. What is necessary to have my account activated?
First you have to register in our website and then send us a document attesting that you have a shop, either online or physical.

How do I register?
First you should fill out this form. In order to speed up the activation process, please send us a document that proves you’re in the business to orders@bystart.com.

Order


Do you have minimum orders?
No, we don’t have minimum orders.

I'm about to place my order, can I change my delivery or billing address?
Yes. When placing your order, in step 3, you can modify your addresses and even add notes, both for us and for the carrier.

How do I know if my order is being processed?
You will receive an automatic e-mail with all the details of your order.
You can also check your order status at order history.


Can I modify my order after placing it?
Please e-mail or call us so we can check if it’s still possible.
In case you want to add more products, you can place a new order and leave a note to join it all in the same package.


Expedition


How can I track my order?
Every time you make an order you will get an e-mail confirmation. Whenever you need, you can review the order details or check its status in the section “ORDER HISTORY AND DETAILS” in your client area.

I would like a discreet packaging, is that possible?
Yes, it is. We can offer a discreet packaging, without any reference to our store or to the products within; you just need to include that information when finalizing your order. In the case of a dropshipping, we always provide discreet packaging without ever mentioning our company, neither outside nor inside the packaging.

After finalized, when will be my order shipped?
Once you send the proof of payment (in case of bank transfer) we will initiate the shipping process. Orders received before 13.00 (Portugal time) and paid until 14.00, from Monday to Friday, will be shipped that same day. Orders received after these time periods are not guaranteed to be shipped the same day.

I didn’t receive my order, what should I do?
Luckily this rarely happens, but if it does we will submit a complaint to the carrier, and we will resend all the products that you ordered. If some of them are no longer in stock, we will provide you with a credit note or trade for a similar article, if you agree.

The packaging is damaged, what should I do?
If your order is damaged, you should immediately show it to the carrier, and he has to note it down. We also advise you to take some pictures before opening the packaging. Then open it and confirm if there are any damaged items. If you found damaged items, please notify us immediately.

Payment


What are the available payment methods?

The available methods of payment are Hipay, bank transfer, cash on delivery, Multibanco or cash if you wish to pick up the order in our premises. For more detailed information, please consult this page.

What are the shipping costs?
The shipping costs are dependent upon the destination and weight. You can consult our table here.

Returns and exchanges


In what circumstances can I exchange / return a product?
We only accept exchanges or returns of damaged items.
We strongly advise checking the merchandise upon receiving it so that the expiration date for the exchange or return is avoided and also possible embarrassments with the client when verifying the product when selling it.


What is the deadline for the exchange or return of a product?
You will be able to exchange or return the product 15 days after your order is shipped.
You should describe in writing, on the available form, the reason for the exchange / return and include, whenever possible, photos that illustrate the manufacturing defects.


How does the exchange / return process work?
To make an exchange / return request, you should perform the following steps on our website:
My orders > Open order in question > Select the product(s) that you intend to exchange/return > Choose quantity to be returned > Write, in the available field, reason for return > When finished, click on the button below.


Note: Whenever possible, send us pictures that show the defects in the item by e-mail, mentioning the attributed RMA. You should wait for the approval for shipping or scheduling for pick up. After we approve the exchange / return, you should ship the defective items to our address, or wait for the scheduling for pick up. As soon as we receive the item, specialized personnel will evaluate and test it. In the case of a defective article, we will support the costs of re-shipping the merchandise. Otherwise, we are not responsible for the cost of re-shipping or for the refund of the original shipping cost, and also the pickup costs, if applicable, will be charged.

How is the refund processed?
The refund can be done through a credit note to be rebated on your next order or through a bank transfer.

Express Checkout


What is EXPRESS CHECKOUT?
EXPRESS CHECKOUT is the easiest way to checkout you current shopping cart.

How do i use the EXPRESS CHECKOUT option?
First, you need to setup your quick order default settings:

  1. Your default delivery and invoice address;
  2. The default carrier for your chosen address;
  3. And the default payment method.


After that, anytime you want to use those settings, you can just click on the EXPRESS CHECKOUT button in you shopping cart, and it will generate your order with your chosen options. A real time saver, avoiding asking the same settings on each order.

After setup can i still order with other options?
Yes, just click in the CHECKOUT button instead, and will take you to the normal ordering form.

If you still have any doubts please contact us

I understand
Excitasy uses cookies to provide a better purchasing experience. By continuing using our services implies the acceptancy of cookies. Consult our privacy policy.
After long months of ideas, debates and development, it is with great pleasure that we present you our new platform with a completely renewed design, thought and dedicated exclusively for professional, with access to all information in a faster and more intuitive way.
Pre-orders
An EXCITASY seal service, made for you, that will allow you to make pre-orders of exclusive products, pre-releases, new products, and buying the desired amounts, stating your position in the market and increasing your business volume.
Restock
Estimated date for restock on all products. EXCITASY has a huge catalogue with around 10 000 references, having 95% of them with stock and ready for shipment, and only 5% being constantly restocked and with restocking dates.
RMA
Post-sale Service is of major importance and responsibility for us, and one of EXCITASY’s biggest flags, recognised by our customers, so we decided to update it and make the returning process easier.
Dashboard
History of your latest orders; With this control panel it's easy to access your latest orders infos. Confirm date, carrier and tracking number, delivery address and order status, all from your homepage.
One Page Checkout!
Close your order in only one page. With One Page Checkout we have removed unnecessary steps and have made the process of finishing an order easier. Try it now!
Quantity pad
Virtual numeric keypad developed by EXCITASY. We have made adding quantities to your cart in something more intuitive, fast and interactive. Our numerical keypad is easily controlled by your keyboard, mouse or touch screen, without the use of unnecessary keys.