Last Updated: May 13, 2025

At ThrillKit, we strive to make your shopping experience as smooth and satisfying as possible. This page outlines our shipping methods, delivery timeframes, and our return policy. If you have any questions after reviewing this information, please don't hesitate to contact our customer service team.

Shipping Information

Shipping Methods & Timeframes

Please note that delivery timeframes are estimates and not guarantees. Delivery times may be affected by factors outside our control, such as customs processing for international shipments, weather conditions, or carrier delays.

Order Processing

All orders are processed within 1-2 business days (Monday through Friday, excluding holidays) after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been shipped.

Shipping Restrictions

We currently ship to most countries worldwide. However, due to regulatory restrictions, we cannot ship certain products to specific countries. If you are uncertain whether we can ship to your location, please contact our customer service team before placing your order.

Discreet Packaging

We understand the importance of privacy. All ThrillKit products are shipped in plain, unmarked boxes or padded envelopes with no indication of the contents inside. The sender will appear as "TK Wellness" on your shipping label and bank statement.

Return Policy

Return Eligibility

We want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we offer a straightforward return policy:

• Unopened products: May be returned within 30 days of delivery for a full refund of the purchase price (excluding shipping costs).
• Defective products: If you receive a defective item, please contact us within 14 days of delivery. We will provide a prepaid return label and issue a full refund or replacement once we receive and verify the defective item.

Non-Returnable Items

Due to health and hygiene reasons, the following items cannot be returned once opened or used:

• Personal intimate products
• Products with broken seals
• Lingerie and underwear
• Sale items marked as final sale
• Gift cards

Return Process

To initiate a return, please follow these steps:

1. Contact our customer service team at returns@thrillkit.com or call +64 3 669 2019 within 30 days of receiving your order.
2. Provide your order number, the item(s) you wish to return, and the reason for your return.
3. Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
4. Package the unused item(s) securely in the original packaging if possible.
5. Include the RMA number on the outside of the package and ship it to the address provided in the return instructions.

Refund Processing

Once we receive and inspect your return, we will notify you of the status of your refund. If approved, your refund will be processed within 5-7 business days. Refunds will be issued to the original payment method used for the purchase.

Please note that shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the return is due to our error (such as you receiving an incorrect or defective item).

Exchanges

We do not process direct exchanges. If you wish to exchange an item, please return the original item following our return process and place a new order for the desired item.

Damaged or Lost Shipments

If your package arrives damaged or is lost in transit:

1. For damaged packages: Please take photos of the damaged packaging and contents, and contact us within 48 hours of delivery.
2. For packages marked as delivered but not received: Contact us within 48 hours of the supposed delivery date.
3. For packages that have not arrived within the estimated timeframe: Please allow an additional 2-3 business days before contacting us, as delays can occur during shipping.

We will work with the shipping carrier to resolve the issue and ensure you receive your order or are appropriately refunded.

Contact Us

If you have any questions about our shipping and return policies, please don't hesitate to contact our customer service team:

Email: support@thrillkit.com
Phone: +64 3 669 2019
Hours: Monday-Friday, 9 AM - 5 PM (New Zealand Time)