At Fantasy Gifts we do our best to answer your most Frequently Asked Questions
Below you will find the answers to the most Frequently Asked Questions about things related to purchasing and delivery of your items. If you have questions about specific products please visit our Products FAQ page.
As always, we are here to answer your questions. If you do not find the answer to your question here, please contact one of the stores or send us a message.
Customer Service
SHIPPING & DELIVERY
Customer Service in-stock orders placed by 2:00 p.m. Eastern Time during regular business days (excluding weekends and holidays) will be processed the same day. We ship out of Turnersville NJ so the timing of your shipment will correspond to your proximity to us. Most shipments will arrive within 5 business days with USPS flat rate service or via in store pickup in Turnersville, Marlton, or Lumberton.
We proudly ship to APO/FPO boxes to support our military! Please note: some military installations have restrictions on adult products. We recommend confirming with your base mail facility before ordering. All orders require age verification (18+).
YOUR PRIVACY
We’re committed to providing you with the best customer service. Our web site is safe and secure. All of your information is kept completely confidential. Not only do we maintain the privacy of your financial information, we also maintain your personal privacy. FHG, Inc.® does not sell or give your name to any other company or vendor. We will never send you an unsolicited email.
PRIVACY POLICY
Your privacy is very important to us. Accordingly, we have developed this Policy in order for you to understand how we collect, use, communicate and disclose and make use of personal information. The following outlines our privacy policy. We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.
PAYMENTS & RETURNS
FHG, Inc.® accepts Visa, MasterCard, Discover, and PayPal. Due to the personal nature of our products, all sales are final. However, we will accept returns of defective items if you contact us within 5 business days of receipt (exact exchanges only). The defective item must be clean, unused, and with the original packaging, so please test your item before use. Simply call or email us and we will arrange to ship you an exact replacement.
LOCATIONS & IN STORE PICKUP
You can purchase online and pick up at any of our locations. Orders must be prepaid online or you can select payment upon pick up. We will let you know via email when your order is ready for pick up. Please do not pick up until you receive that notification. If we have all items in stock it should be available within 1 business day, but if it is a special order we will contact you when it is ready for pickup. At times, your complete order may not be ready for pickup. In that instance, we will notify you which items are ready and which items are out of stock. You always have the option of cancelling out-of-stock items for a full refund. Orders that have selected payment upon pickup must be picked up within 7 days or those items will be returned to stock and your order cancelled.
Help With My Account
-In order to reset your password click the “forgotten password” link on the log in screen.
-If you do not receive the email, try to create an account using that email (it’s possible you don’t already have an account)
-If you cannot create an account (Tells you one already exists), try to reset your password again using the link on the log in screen.
-Check spam and junk folders.
“My Payment keeps failing!”
If you receive an error saying your payment has failed, the best thing to do is try a different payment method.
-If you are unable to use a different method, please get in touch with your payment provider.
-Try clearing your cookies and cache and trying again. -Try using the app to place your order.
My Payment screen goes to PayPal and I don’t have a PayPal account!
PayPal is our credit card processor but you do not have to have a PayPal account to process your order. When submitting payment, you will be directed to PayPal to enter your credit card information.
Check if Stock is Available
Looking for an item you’ve seen somewhere else? Try our search bar and enter the product name.
Is your favorite product on backorder? Our popular products sell fast, if an item is listed On Backorder that means we expect it back in stock shortly. You can still place your order and we will notify you of when we expect the item back in stock. If you do not want to wait, we will always give you the option of canceling your order or we will give you a recommendation on a similar product to substitute.
Looking for the details on a product? Check out the product page, we have dimensions and battery/charging information on there!
Shipping FAQ's
DISCREET PACKAGING
All orders will ship discreetly with Flat Rate Shipping via United Postal Service (USPS) in plain packaging bearing the return address of “FHG, Inc.”
ORDERS BEFORE 2:00PM EST
In stock orders placed by 2:00 p.m. Eastern Standard Time during regular business days (excluding weekends and holidays) will be processed the same day. We ship out of Turnersville, New Jersey so the timing of your shipment will correspond to your proximity to us. Most shipments will arrive within five business days.
SHIPPING METHOD
We know how important it is to receive your package in a timely manner. Therefore, we offer 2 different methods of shipping to accommodate our customers. We generally ship your order from our Turnersville, New Jersey, warehouse within 24 to 48 business hours if the item is in stock.
We only ship Monday-Friday, excluding holidays. Please refer to chart below for rates. If you spend $69 or more your shipping is FREE!
USPS FLAT RATE
All orders will ship with Flat Rate Shipping via United Postal Service (USPS) with a Flat Rate Fee of $6.95. Orders will be shipped USPS. These orders are usually processed and shipped within 24hrs of the business day we receive them. All USPS Flat Rate shipped orders should arrive within five to seven business days from the day your order is shipped.
IN STORE PICKUP (NJ LOCATIONS ONLY)
Select In Store ShippingFor our local customers we have a FREE In Store Pickup option for shipping, with your choice of Marlton, Lumberton or Turnersville locations. Just order online (or call ahead at ) select “In Store Pickup” and select the date, time and location you want to pick your item up from and our staff will have your order ready for you. You may pick your items up any time prior to 30 minutes of closing.
Most items found on the website may be ordered (by phone or email) for pickup at a local store. Please note in our “contact” section which store you would like to pick up your merchandise. A confirmation email will be sent out when your items are ready to be picked-up. Please contact us with any questions or concerns. Once you place your order, you will receive an email confirmation. Please wait until you receive the email confirmation before contacting us.
BUSINESS DAY
Our shipping times are based on “business days.” Business days include all weekdays (Monday through Friday), but not weekends. For example, orders placed on a Friday before 2:00pm EST should arrive on the next business day, Monday. Orders placed after 2:00pm EST on Fridays will be processed the next business day, Monday, and arrive the business day after that, Tuesday.
SHIPPING RESTRICTIONS
In order to purchase from us, you must be at least eighteen years of age. At this time we only ship within the Continental United States. Due to state or local legislation, we are unable to ship Toys to the following states: Alabama, Georgia, Mississippi, Texas, Utah, and Virginia.
If you have special delivery concerns such as “do not leave with neighbor” , “deliver to manager’s office if no answer”, etc…in most cases we will be happy to note it on the package, however, the delivery person makes the final decision about whether or not to leave a package. Each carrier has their own policies and we must abide by them. By requesting unattended delivery, you are accepting full responsibility should the package be stolen when left per your instructions. High value packages will always require a signature for release. Other packages may also require signature. Please contact us before ordering if you have any concern about your ability to sign for a package when it is delivered.
We proudly ship to APO/FPO boxes to support our military! Please note: some military installations have restrictions on adult products. We recommend confirming with your base mail facility before ordering. All orders require age verification (18+).
SHIPPING PRICES
Our Flat Rate shipping is $6.95. Shipping prices are based on current USPS rates from shipper to customer. Shipping charges are configured at checkout. All orders with a total over $69 (before tax) receive FREE USPS SHIPPING. Please contact us if you have any questions on shipping. *Sorry, we do not ship outside the Continental United States at this time. Your exact shipping cost is also calculated in your shopping cart when you check out.
Please note!! Our credit card processing system requires that you provide the billing address of your credit card. This is designed to protect us and credit card users from possible fraudulent charges. Therefore, we must verify that your address and zip code match before we ship any item.
TRACK YOUR ORDER
As soon as we ship your order, we’ll send you an email confirmation that will include your tracking number. If for some reason you do not receive this email, simply email us at in**@**********ts.comand we’ll send you your tracking number. Once you have the number, contact USPS to determine the status of your shipment.
SHIPPING EXCEPTIONS
In the unlikely event that an item you have ordered is currently out of stock at the FHG, Inc. distribution center, we will ship the in-stock portion of your order immediately via your preferred shipment method and the remaining items as soon as they are in stock. In the rare event that the item you ordered is still out of stock after 14 days, we will notify you and give you the option of continuing to wait for your order or cancel your order.
In the event of an undeliverable shipment, FHG, Inc. will refund the credit card for the amount of the product purchased only. Taxes and shipping charges will still apply. FHG, Inc. is not responsible for refunds or replacement shipments on orders where the shipment tracking confirms delivery. If your shipment tracking number confirms delivery but you have not received your package, please contact your carrier. For any mail-in orders, personal check orders will not be processed until the check has cleared (Please allow up to ten business days for your check to clear after receipt). Money orders are processed same day they are received.
QUESTIONS & COMMENTS?
You may also call us at: 856-374-8388 during business hours
(M-F) 9 a.m.-5 p.m. EST.
What Are Delivery Time Frames?
What are your delivery time frames?
- In Store Pickup is usually available the same day. We will contact you via email when your order is ready for pick up. If an in store pickup item is not in stock, we will notify you when it will be available.
Standard Delivery: Up to 5 working days (Sat, Sun aren’t counted in your estimated delivery date) - Where is my order? Tracking information is provided for each shipped order. Make sure you click through the link to the carrier tracking for the most up to date status on your package!
My order hasn’t arrived. Sorry that you order hasn’t been delivered yet. Check your estimated delivery date via the tracking information provided. Unfortunately we cannot change or fix delays experienced by carrier. If the tracking information indicates that your order has been delivered and you do not have it, check with a neighbor first. Then file a complaint with the carrier. We cannot be held responsible for items once the carrier indicates they have delivered the item to you.
For more information, read our Shipping FAQ page
Questions About Cancelling or Amending Orders
Due to the speed at which our warehouse ships orders, we are unable to cancel or amend an order once it has been placed.
Questions About Returns
Promo Code Issues
“My promo code isn’t working!”
You should get an error message if your promo code doesn’t work, telling you what the issue is- but there are some quick tips to help you below:
1. Promo codes are usually single-use per customer.
2. Promo codes usually have an expiry date.
We Welcome Great Reviews!
We welcome your feedback! Please review us on your favorite platform. We are on Google Business, Facebook, and Yelp. You can also review any product you receive on our website. Your feedback is important to us and helps us with our future buying decisions, so if you’re not happy with a product, please review it and let us know why. And of course, if you are happy, we’d love to know what made your toes tingle!