Extreme Restraints
Questions & Answers

We respect our customers privacy and ship with the name XR, LLC.

Hello Lynn, I checked all orders from August 3rd to 6th and was unable to find an order placed by the last name of Small. In addition, I also checked customer accounts for the phone number you provided and was unable to find one. If there was a different name provided at checkout, please let us know and we would be happy to assist you. Or, if you have the order number that you would have been provided at checkout, please let us know and we can look into the order.

I can definitely look into this. However, I would need an order number or name to start the search. We do not have any orders within the past 2 months that have a name starting with Nani. You mentioned express 2 to 4 business days so I will assume this is an international order. In addition, you mentioned they were expensive which may mean they are probably large items? Some of our items cannot ship Express due to their size and weight. If this is the case, we would be able to refund you the difference you paid for express compared to standard. But, to give a definite answer, I would need to see the order first.

Thank you for the question. It depends if the item in question is defective, or, unwanted. You can find both policies here: http://www.extremerestraints.com/information/custserv/satisfaction-guarantee.html All returns must have an RMA or they will be shipped back to the sender. Defective Item If you receive a defective item, you may return it within 30 days from receipt of delivery. Our Customer Service Representatives will work with you on a solution by replacing the item with the same item, or, will provide store credit for the price paid for the product. If a replacement is desired, the defective item will be replaced upon validation of defect. eXtremeRestraints.com reserves the option as to whether we will need to have this item returned for validation. Our Customer Service Representatives will help guide you through the process. Unwanted Item If you are not satisfied with your purchase, for any reason, you may return it within 30 days of receipt of delivery. Note: Our Customer Service Representatives will provide store credit for the price paid for the product minus a 20% restocking fee.

Hello. Our order line is open 24 hours a day, 7 days a week. Our customer service department is open during regular business hours. Customer Service Hours: Monday – Thursday: 7:30 am – 5:00 pm PT (GMT -8) Fridays: 8:00 am – 4:30 pm PT (GMT -8) Our order line is open 24 hours a day, 7 days a week for your convenience. Telephone: USA and Canada: 866-469-2376 International Calls: 714-907-1040 Most orders are processed, packaged and load on the delivery truck immediately. Once an order is placed, it may not be possible to catch the order to make changes to it.

Hello Robyn - we would be happy to assist you with your return/exchange. We have a new satisfaction guarantee policy that we implemented approximately a month ago on our entire line of products. You can find the details here: http://www.extremerestraints.com/information/custserv/satisfaction-guarantee.html Please make sure you contact our customer service team to arrange the return. All items coming back must have an approved RMA number or the package will be returned. You can reach our customer service team toll free in the US at 866-469-2376, or direct dial from outside the US at 714-907-1040. They are available Mon-Fri 8am-4pm PT (GMT -8).

Natasha - we do have a "no cancellation policy". However, if we are able to catch the order before it ships, we will cancel the order for store credit. The customer service team is in Mon-Fri so if you send an email over the weekend, they will respond as soon as they can on Monday. We are always willing to work with our customers on a solution when we are able. In regards to your order specifically, if you are the Natasha C. In Canada who placed an order on Saturday, I see that our customer service team was able to catch your order before it was processed by the warehouse. Your order was cancelled this morning and we refunded the payment in full. It is always best to work with a company on a solution. I am always willing to assist and work around our rules when a customer is polite and willing to work with us.

My order was supposed to be here in 8-12 days im in the uk and its still not here nearly a week after it was due, no reply via email, im not ringing usa, have i been scammed out of my money?