Ordering Questions
Ordering and Billing Questions, Credit Card Security, Payment Information
How do I know my Credit Card is Safe to use on this Website?
This Website is 100% PCI Compliant and secured with a 256-bit Secure Web Server Certificate from GoDaddy.com. Transactions on the site are protected with the highest 256-bit Secure Socket Layer encryption available.
I am concerned about ordering over the Internet.
Your credit card information is never seen or recorded by our servers or people. Your credit card information is 100% secure and protected and is encrypted at your computer and transmitted directly to the Internet Processing Gateway for acceptance by your credit card issuing agency using the most secure 256-bit Secure Socket Layer encryption available.
It is generally accepted that this 256-bit encryption method cannot be faked, cracked or compromised and is the most secure way to submit a credit card transaction to protect your privacy, identity and security.
How can I be sure this website is secure?
Domain Control Verified: GoDaddy.com has verified that the certificate holder controls the domain www.shop.kegelmasters.com.
A secure website domain can be verified directly from the certificate granting authority and will generally contain a link like this one below.
I think my Credit Card was charged twice.
Double Charge, Duplicate Charge, Extra Charge, Charge Not Authorized
Kegelmasters.com is committed to providing our customers with the most secure shopping experience available and Guarantees 100% Correct Billing of all orders. We employ a 100% PCI Compliant secure web service to ensure our customers the highest level of protection available. Our system ensures that all credit card transactions must be explicitly authorized directly by the card holder at the time the order is placed.
Our 100% PCI Compliant system does not see or record credit card information. All necessary financial information is encrypted using 256-bit encryption technology at the user computer during the time of authorization and transmitted via secure socket layer directly to the Internet Processing Gateway for acceptance by the credit card issuing agency directly.
Our 100% PCI Compliant System:
- Cannot generate a duplicate transaction
- Cannot generate a transaction that is not associated with an order
- Cannot generate multiple transactions for a single order
- Cannot generate a double order
- Cannot double charge a single transaction
- Does not see, display, store or record credit card information
My Credit Card Statement Shows Multiple Entries
Occasionally a credit card statement will show a "Pre-Authorization" entry for an order that is not completed. (I.e. Result from hitting the submit button several times, hitting the browser back button or abandoning the transaction in the middle.)
A "Pre-Authorization" entry does not represent a completed credit card transaction and is automatically closed out within a few hours.
I think my Credit Card was charged twice because I got two or more email confirmations
I received several Email notifications for the same order and think my Credit card was double charged
Our system generates several email notifications pertaining to your order and the single credit card transaction. The email notifications are for the protection of our customers and pertain to the same single transaction. You can verify this by comparing the unique credit card transaction IDs associated with any single transaction.
You can expect to receive the following emails pertaining to a single order and single credit card transaction
- Order Confirmation
- Credit Card Pre-authorization
- Credit Card Post-authorization
- Order Shipping Confirmation
- Order Shipping Tracking Information
Can I Finance my Kegelmaster Purchase and Pay if off in monthly installments?
At check out simply select the PayPal Bill Me Later® option. Get 6 months financing on orders of $99 or more when you pay with Bill Me Later®, a PayPal service. Plus, get a bonus $10 back.
We are Committed to Fix it Fast
All transactions will have an order number, invoice number and a credit card transaction number associated with each transaction. If you believe you were double charged, you can verify this by comparing the credit card transaction IDs. Each charge would have a unique transaction id.
If your credit card account statement shows two separate unique transaction IDs pertaining to a single order and you believe you were charged twice, double charged or charged an amount different than the amount shown on your Invoice we are committed to fix this issue fast. Please send an email to customer.service@kegelmasters.com and provide the following information:
- Order Invoice Number
- Order Customer Name
- Order Customer Email address
- Order Date
- In the case of a double charge please provide both (2) Transaction IDs from your credit card statement
What payment methods do you accept?
You can place an order using the following payment methods:
- Visa, MasterCard, American Express, Discover credit cards.
- Paypal & Paypal Express.
- Money orders, cashier's checks and personal checks.
Placing an order online by credit card or by phoning toll-free 1-866-362-0758 are the two fastest and most efficient methods of placing orders.
NOTE: all amounts will be shown in United States dollar amount unless otherwise stated.
What is Paypal & How does it work?
Paypal is a popular alternate secure online payment processing method that allows users to pay using a number of different methods including checking or other bank accounts, various credit cards, and other options.
If you have a paypal account, you can order our products online by simply choosing this as your payment option at checkout.
How do I place an order if I do not have a credit card or PayPal?
The fastest, simplest and most secure way to order from Kegelmaster is Online or by Phone using a Credit Card or PayPal [click here] to Return to Online Store or phone toll Free: 1-866-362-0758.
To Order by mailing a check; Print and mail in the check with the mail-in form [click here].
What currency is used for billing when I order? How can I calculate the conversion?
All prices quoted are in USA dollars. At the time of ordering, your credit card company will automatically perform the conversion for you. If you want to roughly calculate the currency conversion in advance, you can use the free calculator at http://www.xe.com/.
Can I return the adult toys for a refund if I don't use them?
No, we are not able to accept returns on adult toy products, vaginal insert, consumables or other prohibitive products. For health and safety reasons, and also to comply with FDA regulations for vaginal inserts and adult toys that have been sold to a consumer cannot be restocked and are prohibited from resale.
Can I return Apparel, Lingerie or Underwear?
Apparel, Lingerie and Underwear cannot be returned once it has been opened.
No refund will be granted for Apparel, Lingerie or Underwear that has been opened, worn or tried on.
Do you guarantee the lowest prices?
We guarantee our prices to be the lowest available for our products and will beat any valid advertised price for the Kegelmaster or Advanced Kegelmaster.
Return Policy
What is the return policy for the Kegelmaster?
- To be eligible for refund all return claims must be submitted within 30 days of the original purchase.
- To be eligible for refund the Kegelmaster must include the original intact tamper safety seal cellophane wrapping.
- To be eligible for refund all items must be unused, unopened with the factory safety tamper seal intact in the original packaging without signs of tamper, abuse or damage.
- No refund will be issued for items damaged, used, opened or in otherwise non-resalable condition.
- No refund will be issued for items purchased from a different distributor, different website or other source.
- No refund will be issued for a Kegelmaster without an intact tamper safety seal cellophane wrapping.
- Refunds are subject to deductions including shipping and handling costs.
- Refunds are subject to a deduction of the restocking fee of $35.00.
- No refund will include an amount for any fees associated with shipping, duties, import, export, customs, inconvenience or any other fees.
- Please do not ship or return opened or "used" health care products or personal items.
- Please do not ship or return opened or "used" adult toy items.
- Please do not ship or return opened or "used" or partially "used" consumables, liquids, gels or lotions.
- Please be aware of all applicable mailing and shipping laws and restrictions associated with your return shipment.
To request this service please first obtain a return authorization code by sending a request to return.authorization@kegelmasters.com include your original invoice number, your original email address used on the order and your current email address.
What is the return policy for unopened products?
We do our absolute best to provide the highest quality products that conform to the online description and images to ensure that every customer gets precisely what is paid for.
We guarantee that your order will arrive to the shipping address on your order and that the products will be in good condition and the products will be functioning and without manufacturing defects.
If the shipping name or address on your order contains any mistakes, inaccuracies, is in any way an invalid address, is an incorrect address, is not your address or is an address where you cannot receive your shipment we will not be responsible for any missing, lost or un-received merchandise.
You will not be eligible for a refund or a replacement for any missing, lost or un-received merchandise as a result of an incorrect shipping address submitted on your order.
No refund will be issued and no replacement merchandise will be reshipped if FedEx or USPS has updated your shipment tracking information with the status as "Delivered."
In the event of dissatisfaction you may return any unused and unopened products within 30 days in the original packaging for a full credit, minus shipping/handling charges and restocking fee of $35.00.
No return will be issued for items damaged, used, opened or in otherwise non-resalable condition.
To request a return refund, please first obtain a return authorization code by sending a request to return.authorization@kegelmasters.com include your original invoice number, your current email address and a summary of your reasons for return.
Terms and Conditions of Shipping
As a condition of using this website you agree that it is your responsibility to ensure that the Shipping Name and Address entered on your order is correct and accurate and that the address entered is your valid Shipping Address where you will be able to receive your shipment. If you entered an incorrect or inaccurate Shipping Address you will not be eligible for a refund or replacement of any lost or missing merchandise not received.
Any package delivered to the Shipping Address on the order is your responsibility. Kegelmasters.com, KMD Direct or the owners of this website are not responsible for any package which is lost or stolen after being delivered by FedEx or USPS. No refund will be issued and no replacement merchandise will be reshipped if FedEx or USPS has updated your shipment tracking information with the status as "Delivered."
In the event that you have not received your order and your Shipping Address is correct and the tracking information status of the package is set as "Delivered" See Tracking Says "Delivered;" Package Not Received/Lost
Tracking Says "Delivered;" Package Not Received/Lost
If your package tracking status says 'Delivered' and you still don't have the package:
- See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
- Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
- Check your mailbox. Smaller items or items in soft packages are likely to be delivered there.
- Check for a parcel locker key. If your mailbox is in a cluster box unit (i.e., several mail boxes clustered together) or your package is addressed to a P.O. Box, check your box for a key to a parcel locker where the package may have been delivered.
- Check for a mail hold. If the U.S. Postal Service is holding your mail, your package won't be delivered.
- Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
- Contact the carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.) If you package was shipped via UPS, they may be able to hold the package at their local hub for you to pick up. You can call UPS and see if this is possible.
- Package was Stolen. If you believe your package was stolen from your property you must contact the carrier and follow the procedures to file a "stolen package" report with the carrier. Depending upon the specific circumstances you may be eligible for compensation directly from the carrier.
Most packages arrive by the estimated delivery date listed above. If you don't receive the package by then, please allow an additional day or two for the package to be delivered. Occasionally a carrier will scan a package as delivered before it arrives at the final destination.
No refund will be issued and no replacement merchandise will be reshipped if FedEx or USPS has updated your shipment tracking information with the status as "Delivered." See Shipping Terms and Conditions
Can I return defective merchandise?
If your product arrives and you suspect it is defective you may return it for a replacement.
Broken or abused items will not be eligible for a replacement.
Item must be returned as it arrived, with packaging material and accessories included.
NOTE: Prior to seeking a replacement for an item please check associated instructions for proper function, proper usage, proper setup. This includes but is not limited to proper battery installation.
What is the return policy for other items?
We are not able to accept returns on toys, adult toys, consumables, lubricant, cleaners and other products. For health and safety reasons, and also to comply with FDA regulations for products that cannot be restocked and are prohibited from resale.
Shipping FAQs
How long will it take for me to receive my order?
We ship orders immediately. The average expected time for an order to reach a domestic shipping address is 2-5 business days. See the chart here:
United States Domestic Residential Addresses (East of the Mississippi)
Method Average Transit Time Free Shipping 3-5 business days Priority Shipping 2-3 business days First Class Shipping 1-3 business days Express Shipping 1-2 business days United States Domestic Residential Addresses (West of the Mississippi)
Method Average Transit Time Free Shipping 3-6 business days Priority Shipping 2-4 business days First Class Shipping 1-3+ business days Express Shipping 1-2+ business days NOTE: The above is an estimate of the shipping transit time. Shipping transit time is not guaranteed by the courier or by this website, owners or affiliates.
How soon will you ship after my order is placed?
We ship orders immediately, typically either the same or next business day from when the order is submitted. When the order is submitted an email will be sent to the email given at the time the order was placed.
What appears on the order packaging?
Your order will arrive in a generic plain box or a courier box with no indication of the contents, with discreet address and return address labels. The return address will read "KMD direct" or "KMD Express" or similar in plain black lettering with no images, photos or transparencies.
What shipping methods are available?
Most qualifying orders can be shipped FREE of charge with Free Shipping. However we also offer other Faster Shipping options on most products. These options can be:
- Priority Shipping
- First Class Shipping
- Express Shipping
We typically use the USPS for shipping but can also use USPS, FedEx or other domestic courier.
NOTE: If you select "Express Shipping" we cannot guarantee that your order will arrive the next day or overnight. We can only guarantee that we will ship your package via the method you choose at checkout. The courier may or may not guarantee overnight delivery or next day delivery. There are no refunds on Express Shipping charges.
100% Guaranteed Delivery
We guarantee successful delivery to the Shipping Address specified on the order or we will send a replacement package. You are eligible to request a replacement package 45 days after the expected arrival date of your original shipment.
NOTE: Tampering with the US mail, stealing mail or packages is a Federal offense.
This Delivery Guarantee applies only to delivery of your shipment to the "Shipping Address" entered on your order.
We do our best to ship your package so that it arrives to you quickly, discreetly and undamaged. We ship all packages with the added protection of the premium US Postal Service priority mail "Delivery Confirmation" or equivalent. This service ensures that when a postal carrier delivers a package to the address on the order they verify and record that the package has actually been "Delivered" to the address. Once a package has been delivered to the Shipping Address that a customer entered on an order the package is the responsibility of that customer.
Any package delivered to the Shipping address on the order is your responsibility. Kegelmasters.com, KMD Direct or the owners of this website are not responsible for any package which is lost or stolen after being delivered by a carrier. No refund will be issued and no replacement merchandise will be reshipped if the carrier has updated your shipment tracking information with a status as "Delivered" or equivalent.
What if the Shipping Address on my order is wrong?
If you just submitted an order with an INCORRECT SHIPPING ADDRESS you need to quickly submit your correct Shipping Address click here: Shipping Address Change Request »
All orders are processed nearly immediately and although we guarantee that all orders will be shipped to the shipping address, you are responsible for verifying that your shipping address is correct and accurate as given in the order.
No refunds will be issued for a lost or missing order due to an incorrect shipping address.
We verify only that shipping address is valid for the USPS and every attempt will be made to verify that your address is a valid U.S. domestic mailing address where the package can be received.
Do you ship internationally?
- We ship to valid United States and Canadian addresses.
- We currently do not ship internationally to other countries.
- We do not ship outside the United States or Canada.
Will there be any customs charges or duties?
There are typically no additional shipping or custom charges however there may be some additional charge related to obtaining your package from the courier, customs or other entity holding your package.
Although we do our best to ensure there are no additional or unforeseen charges, the customer is responsible for any and all additional postal, courier, custom charges, duties, taxes, fees or any other additional charges related to their package.
Privacy Policies
What is your privacy policy?
In this document kegelmaster.com, kegelmasters.com and related web domains, Kegelmaster, Kegelmaster Inc, Kegelmaster Direct D.B.A and kegelmaster.com, kegelmasters.com and related web domains will be used to also refer to kegelmaster.com, kegelmasters.com and related web domains, mykegelsecrets.com, Kegelmaster Direct and KMD Direct and other associated kegelmaster websites.
This Privacy Policy governs aspects of how kegelmaster.com, kegelmasters.com and related web domains ("kegelmasters") collects, uses, maintains and discloses information collected from all users ("Users") or visitors ("Visitors") of this Website.
Kegelmaster Inc. maintain the highest respect for the privacy and confidentiality of all data from visitors and customers of this website.
All confidential credit card information is encrypted at the visitors/users computer and transmitted directly to the credit card processing gateway (Innovative Gateway) or other authorized credit card processing gateway directly for processing. No complete confidential credit card information including the credit card number and CVV number is seen, kept or stored by any system of kegelmaster.com, kegelmasters.com and related web domains, Kegelmaster Inc. or affiliates. The credit card information cannot be accessed, recorded or seen by any employee of kegelmaster.com, kegelmasters.com and related web domains or Kegelmaster Inc. or affiliates.
This site may contain links to other sites; please take the time to review their privacy policy before submitting personal information.
Collection of Data: kegelmaster.com, kegelmasters.com and related web domains collects personal information from users on a voluntary basis only. For each visitor to a web site, the visitor's computer reaches the site via a particular IP address. The kegelmaster.com, kegelmasters.com and related web domains servers automatically log this IP address. A User's browser sets Cookies (when enabled) that contain small amounts of data on the Internet User's computer after a visit to any web site. None of kegelmasters's Cookies are used to perform "User Profiling". Use and Disclosure of Data kegelmasters does not sell or rent personally identifying information. kegelmaster.com, kegelmasters.com and related web domains uses anonymous user data to create and report the browsing, purchasing and/or lead form completion activities of anonymous users.
Kegelmaster, Inc., Kegelmaster, Inc. reserves the right to release information on Users if compelled to do so by proper judicial or governmental authorities. Disclosure shall be limited to only to those Users that kegelmasters is compelled to disclose. kegelmasters maintains the confidentiality of customer information when undertaking projects with other companies.
Kegelmaster, Inc. does not intentionally send unsolicited e-mail messages that could be construed as spam.
Security Measures: Kegelmaster, Inc. employs industry standard security measures to ensure the security of all data. This site has security measures in place to protect the loss, misuse and alteration of the information under our control.
COPPA Since you may not become a member of kegelmasters's network if you are under the age of 18, kegelmasters complies with the Children's Online Privacy Protection Act of 1998. Advertisers, partners, and publishers are also obligated to comply with COPPA. If you inform kegelmasters that we have collected or received information from a child under 18, kegelmasters will delete such information from its databases. kegelmasters shall not knowingly distribute to third parties any personally identifiable information erroneously collected from children under 18.
Choice/Opt-Out: kegelmaster.com, kegelmasters.com and related web domains provides users the opportunity to opt-out of receiving communications from us by request via email at feedback@kegelmasters.com.
Policy Changes: kegelmaster.com, kegelmasters.com and related web domains may find it necessary or be legally obligated to update this Privacy Policy from time to time. Any changes will be posted at this site. Except as otherwise required by law, modifications to this Privacy Policy will not affect the privacy of data collected by kegelmasters prior to the effective date of the policy change.
If you have any questions about this privacy statement, the practices of this site or your dealings with this Web site, please contact us at questions@kegelmasters.com.
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