Account

Q: Why I cannot see any prices on the website?

A: SPADE is for wholesale, only verified account users can see the wholesale prices when they logged in.

Q: I’m a personal buyer for sex toys, can I buy from SPADE?

A: No, sorry our website is only for wholesale and only business buyers can register and buy from our website. If you’re interested in certain brands/labels or items, you can ask your local sex shops or contact our customer service to learn about the availability.

Q: Who can register an account on SPADE?

A: Any distributor or retailer are welcomed to register an account on our website, SPADE provide wholesale of trending sex toys with a specialty in BDSM gears.

Q: How to register as a new customer?

A: You can register under the login option. Here is the link. Register

You can also click on the button “Become a reseller” on the top right of the website. Then you’ll be redirected to a page where you can enter your business information, account information and contact information. When all required information is provided, you can click on the red button on the below “Submit now” to submit your account application.

Q: Why I cannot log in even I registered?

A: To serve our clients in our best capacity and knowledge, we’ll verify each application by examining the authenticity of the information they provided. You’ll be notified by email when your account is verified, the process usually takes 3-5 working days.

Q: I encountered a problem in registration and login?

A: If there is a technical problem occurred when you register or log in, please contact our customer service immediately by phone, email or online chat.

Q: How can I know if you have new products and discounts in time?

A: In the process of registering with our website, you will have the opportunity to subscribe for our free newsletter, just choose the key, then you can get the best deals and product news on a regular basis via email.

If you would like to unsubscribe from our newsletter, please click on the link listed at the end of the newsletter and enter your email address on the displayed page. Click the "Delete" button to confirm the cancellation. 

Q: Why haven’t I received your reply after sending you mail?

A: Our staffs deal with these emails every day. If your mail has been forwarded to the appropriate department, you will be notified accordingly. Normally, we will respond to you within 3 days. Please be patient.

Please be sure to use the correct email address when making inquiries. Please get this data from the "Contact Address" point.

In addition, you can tell us your customer number and invoice number for a quick assignment.

Please contact us via e-mail, check the spam settings, or check regularly in the spam folder to avoid accidentally filtering out our answers.

Q: Is a sample order available?

A: Yes, it’s available upon request.

Q: Can I get free samples? 

A: Sorry, we DO NOT provide free samples, because our products are made of high-quality material, which makes the cost be not cheap. But please be assured that the sample cost is very cost-effective for you.  For details please send a message to our sales team.

Q: How long do you need to prepare the sample?

A: Depending on different products, normally it may take 3-7 days.

Q: Can you offer OEM / printing logo on product or packaging?

A: Yes, we can provide customization service. For more details, please find the details on our customization.

Q: Is it safe to place an order on the website？

A: Purchasing from SPADE is totally safe. The website is encrypted with SSL and routine security checks are conducting. As payment is not processed through this website, you don't have to worry about your financial data security.

Q: How can I be sure that the order has been carried out correctly?

A: Once your order has been placed on the website, it's not mean that your order is finalized or confirmed. Any order placed online will be verified by our sales representative. We'll check the availability of products and any other problems may be concerned, you'll be contacted by our sales representative and the final order confirmation shall be sent to your email. You can follow the instructions of the confirmation email and settle any payments needed. You can also check your order status on the website.

Note: If you have placed the order and no confirmation or registration email appears in your email account, we recommend that you look in the spam folder (SPAM). Your mail server may have placed it there.

Q: What can I do in my account?

A: Order history: you can view all orders, their status, tracking number, printing and so on.

My address: you can create or edit multiple shipping addresses.

My personal information: allow you to modify your personal information and password.

Q: Can I modify the shipping data of my order?

A: The shipping data of your order can be modified only if the goods have not left our warehouse. Otherwise, the order cannot be modified. Please contact us in time if you want to modify the shipping data.

Q: How to ship the products to us?

A: The shipment method will be assigned by the client or if you need help, our sales representative will also give you proper advice. As the shipping cost is born by the customer, the shipping method is decided by the customer.

Q: How long will it take to deliver?

A: It mainly depends on your country & shipping method (sea or air) you assigned. For more details, please contact our sales team or ask your transportation agency.

Q: What warranty do your products have?

A: We offer a year guarantee to all our products, which means that the products are guaranteed against manufacturing defects or technical failure during this period but not for misuse or mishandling. The guarantee takes effect from the day of receipt.

Q: Can I return the products if there is something wrong with them?

A: Return policy for defective goods:

Please contact our sales team(sales@spadewholesale.com) to deal with the return issues at first, in case our products are defective.

The goods must keep their original packaging. The item list must be returned with the defective goods together.

It is a must that the defective goods have been thoroughly cleaned. Otherwise, we will not accept the goods and return them in the same way, the return cost will be borne by you in this case.

Q: Can I return a product without defects simply because I do not like it?

A:  Sorry, the faultless product is not accepted to return. 

Q: What payment terms do you accept?

A: For the sample, we accept Paypal & T/T in advance. For the bulk order, accept above terms and L/C.

Q: How can I know the correct price of the products?

A: We provide fair prices for all our customers, the product price mainly depends on the material & quantity etc. You can see the correct price on the product page, or contact our sales team directly.

Q: Do the products include VAT?

A: No. All the sales prices do not include VAT.

Q: Who am I talking to when I have a question?

A: Please contact our customer service staff whenever you have a question. For clients, we’ll also assign an account manager who will be your direct contact. The account manager is assigned when you’re verified.

Q: How to contact SPADE staff?

A: There are several means that you can contact our staff:

Online Chat: A green icon always appear on the bottom right of our website, when you click on it, a chat box will pop up and you can type your questions. Our staff typically reply in a few hours, if you don’t have to wait, please leave your email and we’ll reply to you in our earliest convenient time.

Q: What’s the working time for SPADE staff?
A: Monday to Friday, 9:00 - 18:00 (HKT).

Q: What can I do if I have more questions need be answered.

A：Please send us your detailed inquiries or questions via mail ( sales@spadewholesale.com ). Normally we will reply to you within 24 hours.