Great Reasons to Shop at Secret Passions

Frequently Asked Questions


If you’ve got a question, then there’s a good chance we’ve got the answer here for you. If we don’t, then Contact our 24/7 Customer Service Department and we’ll do our best to find the answer for you!

Jump to Questions About:
My Order
Email
My Account
General Questions


My Order

Where's my order?

How do return an item?

How is my order shipped?
All orders are shipped in either a plain brown box or a padded business envelope, depending on your items. The packaging is completely anonymous with just your address and ours. Because Secret Passions is a very recognized name, we use an alias on the return address label to protect your privacy.

How much is shipping?
We charge a flat rate of $8 for standard shipping to the continental United States and to military addresses. Shipping to Alaska, Hawaii and U.S. territories is $8.95. Standard shipping on orders over $59 is free when you apply the code 59SHIP during checkout. There are several express delivery options available for a small additional charge. Check International Shipping Rates.

When will my order be shipped?
Express delivery options such as UPS Next Day Air, UPS 2-Day Air and Priority Mail are shipped on the same day, if your order is received by 2:45 pm ET. Standard delivery orders are shipped within 24 to 48 hours. During checkout, our shipping options will indicate when you will receive your order.

Will UPS deliver my order on the weekend?
The UPS Next Day and UPS 2-Day shipping options are for business days only. We do not offer UPS Saturday delivery. UPS also does not deliver on most holidays.

What if I’m not satisfied with my order?
Under our 100% Customer Satisfaction Guarantee, you can return any item – except for adult movies – for any reason within 90 days. Adult DVDs can only be returned unopened or if they are faulty due to a manufacturer defect.

How long will it take to get my package?
Standard shipping takes 5 to 8 business days on the East Coast and 10 to 14 on the West Coast. You can get a more precise estimate using your zip code during the check out process. We have several express delivery options available if you need to get your order faster.

How do I ship to a military address?

Do you ever substitute items?
Occasionally our manufacturers may discontinue or re-design a product we feature on the website. In those cases, we may substitute a similar item of equal or greater retail value in your order. All substitutions are covered by our 100% Customer Satisfaction Guarantee.

What shows up on my credit card statement?
The name “Secret Passions” will never appear on your credit card statement. We are listed as “Adam Mail” instead.

Why can’t I select Priority or Express Mail for shipping?
Priority and Express Mail are provided solely for orders to be delivered to a P.O. Box as a way to give those customers a faster option than standard delivery.

Do I need to sign for my order?
All orders over $250 automatically require a signature, regardless of delivery method. Secret Passions might ask for a signature if you are reshipped an item or order. UPS requires signatures for items over $100 and when you reshipped an item or order.


Email

What type of emails will I get from Secret Passions?
You will get emails about your order, including order updates & confirmations, online shipping confirmations and customer service inquiries.

How do I ensure that I get Secret Passions e-mails in my personal inbox?
To make sure you continue to receive Secret Passions e-mails in your personal in box (not bulk or junk folders), please take a moment to add custserv@secretpassions.com to your e-mail address book.


My Account

I forgot my password. How do I retrieve it?

Will you sell my personal information?
Secret Passions will never sell your personal information. There are times, however, when we might share some of your information with shipping, credit-card processing and other third-party companies to improve customer service and satisfaction. You can learn more by reading our Privacy Policy.

Why can’t I log in?
First, make sure that your caps lock button is off. If you’re still having problems, then you can Reset Your Password.

What is the Wish List?
The Wish List is a convenient place for you to store items you’re interested in but aren't ready to purchase yet. It can also double as a gift registry for your significant other.

How does the Wish List work?
Every product page has an “Add to Wish List” link. Simply click the link to add the item to your Wish List. You might need to log in to your account first.

You can access Your Wish List anytime from your account page. From there, you can manage your Wish List by removing older products you no longer want or adding them to your cart if you’re ready to buy. You can also email your Wish List to anyone you want.

Some items on my Wish List disappeared. What happened to them?
Sometimes items get removed from our online database or we no longer carry them. So, we remove those items from our entire database, including your Wish List. If we bring the item back, then we'll make sure to return it to your Wish List!


General Questions

How do I know your site is safe to use?
Secret Passions’s computer experts make every possible effort to protect your credit card information and personal data by following the some of the strictest security standards in the industry to prevent hacking. You can read more about our efforts on the Privacy & Security page.

When is your Customer Service Department open?
Our Customer Service Department is generally open 24 hours a day, seven days a week. We are closed only on Thanksgiving and Christmas.

Why do you need my credit card number to view the site?
Your credit card information is used solely to verify that you are over 18 years old and can legally view explicit images on our site. Your credit card will not be billed and our name will not appear on your statement.