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FAQ

Is my purchase secure?

Yes. Tandem-Gear.com uses the latest encryption technology to ensure your information is safe and secure. See our Privacy Policy page at www.tandem-gear.com/privacy-policy/.

 

If I pay for my order using a credit card, how will is show up on my credit card statement?

Your order will show up on your credit card statement as Tandem Gear, LLC.

 

Is my privacy protected while shopping at Tandem Gear?

Yes.  At Tandem, we take very seriously our responsibility to safeguard your privacy.  The information we ask you to provide on the order form is used solely for the purpose of allowing us to process your orders.  We NEVER rent, sell, or give away our list of customers to a third party.  We NEVER give out your telephone number, credit card information, e-mail addresses, purchase date, or screen names to a third party. 

We also use secure technology, privacy protection controls, and restrictions on employee access to your information to further safeguard your personal information.

 

Do you have a brick-n-mortar store?

No.

 

Do you have a catalogue?

No.  We do not print a paper catalogue.  However, if you see an item from one of our vendors that we do not have on our website, let us know and we can get it for you.  Often our prices are lower as well.

 

Do you have a customer satisfaction guarantee?

Absolutely!  We offer a 100% customer satisfaction guarantee.  If any product you purchase is defective, we will replace the product with a new one or refund the cost of the item. 

If any product you purchase is not what you thought it was going to be, simply ship it back to us for a full in-store credit towards your next purchase.  Items need to be unused, in original packaging, and with original tags still attached.  Please be aware there are some items that are not able to be exchanged due to health risks. Please see details about our return and exchange policy below.

 

What is your policy regarding returns? 

We have all this information on our Shipping and Returns page.

 

How do I measure for use of a cock ring?

The best way to find the right diameter of cock ring to ensure the best fit is to measure the distance around the cock and balls at the base, behind the scrotum.  Divide that number by 3.1 (remember all those math lessons about pi?).  Be sure that you do not order any small than this number.  When you put the cock ring on, put the balls through first and then the corona and shaft of the cock BEFORE you are erect.  Sometimes a light coating of lubricant can make this easier.

 

How long will it take for my order to arrive?

Our orders usually ship out within 24-48 hours and should arrive within 3-7 business days.

 

My order is overdue, where is it?

Good Question.  Trust us, we get just as frustrated with lost items as you do.  If you have not received an item you ordered, just send us an e-mail with your name, the order number, and the shipping address and we will do everything we can to help you locate your package.  We can usually do this fairly easily by using the tracking numbers provided to us when the order was shipped out.

If your package has not been received within 15 business days (30 days for international shipments) after it has been shipped out, we will consider it lost and work to either send you a replacement or a refund. 

 

What does the shipping package have on it?

We respect you privacy and try our best to be as discreet as possible.  All orders from Tandem Gear are shipped in plain packaging using a return address of TG.

Our international customers should also be aware of the additional information we are legally required to provide on packages shipped internationally which we have listed on our Shipping and Returns page. Sometimes those customs officials are just as kinky as we are and like to perv through packages.

 

Do you ship internationally?

Yes.  We have information available on our Shipping and Returns page for our international customers.

 

Will I have to pay customs duties for my international order?

Unfortunately, yes.  We think this sucks too but we have no control over this as each foreign government determines the policies and rates for this.  We suggest you check your country’s policies for orders being received from the United States.  We have more information about this on our Shipping and Returns page.

 

I don’t want to order online.  Do you have an alternative method of ordering?

Yes.  If you need additional information about an item you are ordering or help placing an order or you would prefer not to place your order over the internet, feel free to contact us directly and we can assist you in placing your order by phone using your credit card.  Just email us at info@tandem-gear.com and we can help you with your order.

 

Do you do custom work or repairs?

Yes.  Our vendors are exceptionally talented folk and many of them can help you with the production of even the design of that special custom piece.  Just contact us through e-mail or via phone and we can get the specifics for your custom order. We also have a list of very experienced crafts-folk who are available for various repairs you may need on your products.  Just give us a call or send us an e-mail.

 

What is your cancellation policy?

You may cancel an order at any time prior to shipment via email.

 



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