Pure Romance Help Center
Pure Romance Help Center
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FAQs

Product Questions and Issues

To ensure the best quality and performance of our liquid products, it is important to adhere to the recommended shelf life guidelines. Below are the details regarding the longevity of our liquid products under different conditions.

Shelf Life Guidelines

  • Unopened Products: Liquid products have a total shelf life of 2 years from the date of manufacture if they remain sealed.

  • Opened Products: Once opened, liquid products should be used within 1 year for optimal effectiveness and safety.

Many Pure Romance toy products come with a partial charge and are set to Travel Lock Mode by default. This feature prevents the toy from accidentally turning on during transit and can also be used when traveling.

Identifying Travel Lock Mode

If your toy does not turn on straight out of the box, it is likely in Travel Lock Mode.

Disabling Travel Lock Mode

To turn off Travel Lock Mode:

  1. Press and hold the power button for 5-7 seconds.

  2. You will feel a single vibration (buzz), indicating that the Travel Lock is now disabled.

  3. Once unlocked, press the power button to cycle through the toy's settings and enjoy its features.

Enabling Travel Lock Mode

To turn Travel Lock Mode back on:

  1. Press and hold the power button for 5-7 seconds.

  2. You will feel a single vibration (buzz), indicating that the Travel Lock is now activated.

  3. The toy will now be locked and will not turn on until the Travel Lock is disabled again.

We receive frequent shipments of new products and restocks. To be alerted when your desired item is back in stock, simply select the item on the product page, click "Notify Me When Available," and enter your email address. 

You’ll receive an email notification with a "Buy Now" link as soon as the item is available again. *Please be aware that opting in for notifications does not reserve or guarantee item availability. We recommend acting quickly once you receive the alert. 

If the "Notify Me When Available" option is not shown, the item will not be restocked.  

Warranty

If you receive a defective item, we do offer a one-year warranty on products for any manufacturing defects or material issues that may impact the product's functionality. This one-year warranty is valid from the date of the original purchase.

This warranty does not cover cosmetic deterioration caused by normal wear and tear or damage caused by accident, misuse, or neglect. Taking the product apart (or its accessories) will render the warranty invalid. 

Products sold as "Final Sale" are not eligible for the one-year warranty.

You can initiate a warranty claim via this link. You will need to have the Order Number and the email address used during the order placement.


To charge your toy, please refer to the Directions section on the product page of the item. There, you will find step-by-step instructions specific to your product model, including charging time, compatible chargers, and safety guidelines.

If you’ve misplaced your charging cord or it’s simply stopped working, we’ve got you covered. Finding the correct replacement for your Pure Romance product is easy — you just need to know the name of the item you're replacing the cord for. This name is usually found on the product itself, the original packaging, or in the instruction manual.

Once you’ve identified your product, head over to our Replacement Charger Cable page on the Pure Romance website. There, you’ll find a curated selection of compatible charging cords, each listed with the specific products they work with. Take your time browsing through the options, and look closely at the product descriptions. Each listing includes a list of toys and devices that particular charger supports. 

It's also important to pay attention to the type of connection your toy uses. Some products use a magnetic charging base, while others may have a pin-style or USB-compatible port. The product descriptions will help you determine which style you need. Once you’ve found the match, just add the charger to your cart and proceed to checkout.

If you’re not sure which cord to choose or don’t see your product listed, don’t worry — our customer service team is happy to help. Just reach out with the name of your product, and we’ll assist you in finding the right replacement 

We know you’ve been asking about one of your all-time faves — Truly Sexy Flirt Perfume — and we’ve got the scoop.

Right now, this product is on an extended backorder. But don’t worry — it’s not being discontinued! Flirt is just taking a little break (we all need one sometimes, right?).

At this time, we don’t have a return date available. But as soon as we know when it’s making its fabulous comeback, it will be listed again on PureRomance.com and ready for you to add to your cart.

In the meantime, keep an eye out and make sure you're subscribed to our updates so you don’t miss the big return.

Thanks for your patience and your love for all things Truly Sexy 💋

From time to time, the Pure Romance website showcases exciting products from other amazing brands we think you’ll absolutely love! These special guests are only available for a limited time, but don’t worry—if you miss them on our site, you can always visit their official websites to keep the magic going.

Experience Euforia—where innovation meets pleasure and exploration knows no bounds. Awaken your senses, indulge your curiosity, and fuel your desire for adventure.

Let Uncovered Skin Care empower you with products that nourish and enliven, simplify your daily routine, and ease skin care worries so you feel unstoppable.

So whether you're in the mood to explore something new or refresh your routine, keep an eye on our featured brands section—you never know what inspiring gems you'll find!

Order Issues

We know plans can change! Once an order is placed, it gets moving quickly through our system, so we cannot guarantee that the order can be cancelled. But don’t worry, you still have an option. 

After you receive your package, you can return your order by following our Return Policy. As long as your items meet our return guidelines, we’ll help you get the process started and make it as smooth as possible. We're here to help if you have any questions along the way! 

Unfortunately, we are unable to add or edit orders after the purchase has been made. 

We are sorry to hear that you are missing an item in your order! Please contact Customer Support by clicking here within 3 days of your order being delivered.

To help us resolve the issue quickly, please include a photo of the items you did receive, along with the name of the missing item(s). Be sure to check the package for any notes or packing slips that may indicate your other items were shipped separately. 

While we may not be able to guarantee an exact replacement due to potential stock issues, we will do our best to resolve the situation and ensure you are satisfied with a suitable solution. 


We are sorry to hear you received the wrong item in your order! Please contact Customer Support by clicking here within 3 days of your order being delivered.

To help us resolve the issue quickly, please include a photo of the item you received, along with the name of the missing item(s). Be sure to check the package for any notes or packing slips that may indicate your other items were shipped separately. 

While we may not be able to guarantee an exact replacement due to potential stock issues, we will do our best to resolve the situation and ensure you are satisfied with a suitable solution. 


At Pure Romance, your satisfaction is our priority! We offer a 30 Day Return policy on all our products. Due to the intimate nature of our product line, once a product has been opened, it is considered used. Used item are non-returnable. This policy is in place for the health, safety, and peace of mind of our customers and employees. However, if you need to make a return, we do accept items within 30 days of the purchase date

Please note the following for eligibility:

  • Return shipping is the responsibility of the customer.
  • All original parts, cords, controllers, and accessories must be included.
  • Toys, lingerie, lubricants, and liquid products must remain unopened.
  • Clothing must be unworn and all tags be intact.
  • Products sold as "Final Sale" are not eligible to be returned

If you decide to keep a promotional item but return part of your order, the cost of the promotional item may be deducted from your credit. Please note that promotional items are excluded from our Satisfaction Guarantee policy and are not eligible for returns.

We want to ensure you’re satisfied with your experience, please send a message to our Support Team.


Shipping Information

At Pure Romance, we understand the importance of privacy when ordering personal items. That's why we take every measure to ensure that your order is discreetly packaged and shipped to you.

How do we protect your privacy?

  • Discreet Packaging: All Pure Romance orders are carefully packaged in either a plain brown box or a padded bubble mailer, depending on the size and contents of your items.

  • Shipping Label: To ensure your privacy, the shipping label will simply read “PR, LLC.”

From the moment you place your order to when it arrives at your door, we prioritize your privacy and confidentiality.

Discreet Packaging

At Pure Romance, we understand how important privacy is when ordering personal items. Every order is packaged with care to ensure a discreet delivery.

All Pure Romance orders are shipped in plain packaging, either a brown box or padded bubble mailer, depending on the size and contents of your items.

Order Processing Time

Orders are processed and shipped within 4 business days after the order is placed. Business days do not include weekends or holidays, as these are not considered shipping days by Pure Romance or our shipping partners.

Delivery Timeframes

Delivery times begin once your order has been picked up by the carrier and are based on the shipping method selected at checkout, including expedited shipping options.

All delivery dates are estimates only and are subject to carrier delays, weather conditions, and other factors outside our control. Delivery dates are not guaranteed.

Special Shipping Destinations

Shipments to Hawaii, Alaska, Puerto Rico, and APO addresses may take 2–3 weeks for delivery.

International Shipping

International orders may experience a delay of 5–7 business days before leaving the United States for customs preparation. Delivery timelines may vary based on customs processing and local carrier handling

Shipping Restrictions & Fees

Due to carrier regulations:

  • Perfumes and aerosol products are not eligible for expedited shipping
  • Larger orders may be subject to additional processing fees


Pure Romance offers shipping to the United States 


We offer several shipping options to fit your needs and budget! Here’s a quick rundown of our current rates and delivery times:

  • Standard Ground Shipping: For orders between $0 and $98.99, shipping is $3.99. If your order totals $99 or more, standard shipping is free! Delivery typically takes 5 to 9 business days.

  • 5-Day Expedited Shipping: Need your order a little faster? Choose our 5-Day Expedited option for a flat rate of $15 (available in the continental U.S.). Orders placed before 12:00 PM EST usually arrive within 3 to 5 business days.

  • 4-Day Express Shipping: For even quicker delivery, select our 4-Day Express option for a flat rate of $25 (continental U.S. only). If you place your order before 12:00 PM EST, expect your package within 2 to 4 business days.

  • International Shipping: For our international customers, shipping costs vary depending on your destination and the weight of your order. We offer two options:

    • International Standard Delivered Duty Paid (8 to 12 days)

    • International Express Delivered Duty Paid (5 to 8 days)
      You’ll see the exact cost during checkout based on your location.

If you have any questions or need help choosing the best shipping option for you, our Customer Support team is ready to assist!



Delivery times vary depending on the shipping method, carrier, and destination.

Standard Ground (Continental US):  7 - 10 Business Days

Non Continental US shipments (including those to HI, AK, and APO addresses) may take between 2-3 weeks for delivery

4-Day Express:  2-4 Business Days

Delivery times begin once your order has been picked up by the carrier and are based on the shipping method selected at checkout, including expedited shipping options.

All delivery dates are estimates only and are subject to carrier delays, weather conditions, and other factors outside our control. Delivery dates are not guaranteed.

Once your order ships, you’ll receive an email confirmation with your tracking number. You can also view your tracking information anytime by visiting My Account and selecting Order History. 

Track your package through the carriers' websites, linked below.

Select the carrier and enter your tracking number. You’ll also find contact information for the carrier on their website if you need additional details, as they can provide further tracking insights. 

USPS

UPS

FedEx

Amazon Shipping

OnTrac 


Lost packages

To report a missing order or if it's lost in transit, contact Customer Support by clicking here . A replacement order will only be considered after 15 days of no tracking movement. Refunds are not available after 90 days from the delivery date of the shipment.

Damaged packages

Upon delivery, if an item is received damaged, Pure Romance may offer store credit or a replacement as long as the damage is reported within 5 business days of delivery.  

You will need to have the Order Number and the email address used during the order placement. To start the claim process, click on this link.


Please note, that promotional items may be replaced by a different items based on inventory availability.

 

We strive to provide accurate delivery information and work closely with our shipping partners to ensure your order arrives safely. If your tracking information shows that your package has been marked as delivered but you have not received it, we recommend first checking around your property, including porches, side doors, garages, or mail areas. You may also want to check with household members, neighbors, or building or mailroom staff, as carriers may leave packages in secure or unexpected locations.

Once a package is marked as delivered by the carrier, it is considered successfully delivered. Pure Romance is not responsible for packages marked as delivered by the carrier. If you believe your package was stolen, please contact the carrier directly and/or your local authorities to file a report.

In some cases, and at our sole discretion, a one-time courtesy replacement or resolution may be offered. Courtesy replacements are not guaranteed and may not be available for repeat claims.




If a package is returned to Pure Romance due to an incorrect or incomplete shipping address, the order will be considered undeliverable.

In these situations, customers may choose to have the order reshipped after paying a new shipping fee or receive a refund for the product cost only. Original shipping charges are non-refundable.

Promotions, Coupons, and Rewards programs

Once you proceed to checkout, you can enter your coupon code on the checkout page. 

Simply input the code in the "Coupon Code" field, and the discount will automatically be applied to your total. 

Please note, only one coupon code can be used per order. 


Occasionally, products may be excluded. To easily check if a product qualifies for a sale or promotion, simply visit the product page, where you will find a disclaimer stating, “This product does not qualify for sales or promotional discounts.”


Our BOGO sale is a great opportunity to stock up on your favorite items. Just add two or more items to your cart, and the less expensive item will be discounted at checkout. You can get up to three items for free, depending on how many items you choose.

Don’t forget to enter the BOGO coupon code at checkout to apply your discount. Be sure to check the product description to confirm that your items are eligible for the sale, as some exclusions may apply. Happy shopping! 


**Quick pick items during Live Shopping are not eligible for BOGO sales.  

We understand that you may be wondering why a free item wasn't included in your order, and we’re here to help clarify!

Here are a few reasons why this might happen:

  1. Free item was not chosen: During some promotions, customers have the option to choose their free item.  When this is the case, a promotional box will open with the available options.  If this screen is closed before a product is chosen, then no free item is awarded. 

  2. Order Total Not Met: For the free item to be included, the total value of the items in your cart may need to meet a minimum requirement. If this total wasn’t reached, the discount may not apply.

  3. Exclusions on Certain Products: Some products may be excluded from our promotion. Be sure to check the product description for any notes on eligibility, as some items may not qualify for the free offer.

If you believe your order should have qualified but still didn’t receive the item, please feel free to contact our support team. We’re happy to help sort it out and ensure you get the savings you deserve!

Pure Romance is currently developing a brand-new rewards experience, designed to make saving with us easier and more worthwhile. This updated program is expected to launch soon.

Pure Romance is currently developing a brand-new rewards experience, designed to make saving with us easier and more worthwhile. This updated program is expected to launch soon. 

General Questions

We no longer offer printed paper catalogs—but don’t worry, you can still browse all your favorite Pure Romance products anytime, anywhere with our electronic catalog! It’s easy to view online, and if you prefer flipping through pages, you can even print a copy right from your device.

To keep things simple, here are the links to the versions available:

You can scroll through it online or download and print it if you like having a copy in hand. It’s the same great experience—just paper-free and ready when you are! And as always, if you need help, our Customer Support team is just a click away.

We know how special hosting a party can be, and we still want you to have a great time. While Pure Romance no longer works with consultants and can’t recommend a local host, the party absolutely isn’t over.
 💕
With Party in a Box, you can bring the fun home with everything you need for a fabulous night in.
Learn more → https://pureromance.com/pages/party-in-a-box

Uh-oh, forgotten your password? No worries—it happens to the best of us! Resetting it is quick and easy. Just head to our homepage and click on the little Account Icon at the top. From there, enter the email address you used when you registered your account and click on “Reset Password.” A brand-new password will be sent straight to your inbox. Be sure to check your spam or promotions folder just in case it sneaks in there!

If you don’t receive the email, it’s possible you haven’t created an account yet. (Fun fact: placing an order doesn’t automatically create one.) In that case, go ahead and create an account using the same email—you’ll be up and running in no time.

Still stuck? Don’t sweat it! Our friendly support team is always happy to help. Just shoot us a message and we’ll jump right on it.


Want a great way to stay up-to-date on special offers, new products, and fun tips?

You can sign up for our marketing emails by going to this page, enter your Name, Birthday, and email address.  

You can also sign up for marketing texts via the same page by entering your mobile number! Make sure to follow the directions to confirm your phone number when you receive the confirmation request!  


You can unsubscribe from our communications at any time by clicking the unsubscribe link at the bottom of the received emails or replying STOP to our text message. 

You will receive a message indicating you have unsubscribed successfully. 

Interested in Becoming a Pure Romance Consultant or Affiliate?

We’re thrilled you’re considering joining the Pure Romance community! Whether you're looking to build a full business or simply share and earn through referrals, we have two rewarding paths you can explore: Wholesale and Affiliate.

Join the Wholesale Program

We’re thrilled that you’re interested in becoming a consultant! It’s an exciting and rewarding path, and we’d love to be part of your journey from the very beginning.

Pure Romance has recently made some exciting updates, and we’d love to walk you through the new opportunities available.

🧭 Schedule Your Call

Choose your division and book a time that works for you:

  • Southern Division – Ashley Livermore
    States: AL, AR, DE, FL, GA, KY, LA, MS, MO, NC, OK, SC, TN, TX, VA, WV
    👉 Book with Ashley

  • Northern Division – Jenny Harrison
    States: CT, IL, IN, IA, ME, MD, MA, MI, MN, NH, NJ, NY, OH, PA, RI, VT, WI
    👉 Book with Jenny

  • Western Division – Kimberly Buck
    States: AK, AZ, CA, CO, HI, ID, KS, MT, NE, NV, NM, ND, OR, SD, UT, WA, WY
    👉 Book with Kimberly

Affiliate Program: Earn by Sharing

If you love our products and want a simple way to earn without the responsibilities of a full consultant business, our Affiliate Program may be the perfect fit.

Here’s how it works:

  • Earn Commission: Share your unique affiliate link and earn commission on every sale made through it.

  • No Inventory Required: You don’t need to stock or ship products.

  • Simple Signup: Just register, share your link, and track your earnings.

  • Perfect for Content Creators: Great for bloggers, influencers, or anyone with a network they want to inspire.

To learn more or sign up, visit the Affiliate Program Info Page.

 

This site is designed for customers. If you need assistance with your distributor account, please go to the Online Office and enter a support ticket. 

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