Shipping FAQs

We accept several payment methods through our online store:

• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Shop Pay

Need an invoice? If you'd like to pay via bank transfer or need a custom invoice (for example, with specific items or modifications), contact support@researchanddesire.com. We can send you an invoice directly for payment.

All prices on our website are listed in Canadian dollars (CAD). When you select a different country at checkout, the displayed price is automatically converted to your local currency using current exchange rates.

What this means:

• The base price of products stays the same (in CAD)
• The amount you see changes based on exchange rates for your selected currency
• Exchange rates fluctuate daily, so converted prices may vary slightly

Are duties and taxes included?

• United States: Yes. We ship Delivery Duties Paid (DDP), so import fees are included.
• Canada: No import fees apply (domestic shipment).
• Other countries: Duties and taxes are not included in the displayed price. You may owe import duties, VAT, or brokerage fees upon delivery. See Will I pay import or brokerage fees? for details by region.

You should receive an order confirmation email within a few minutes of placing your order. This email confirms your order was received and includes your order number.

If you didn't receive a confirmation email:

1. Check your spam or junk folder—order emails sometimes get filtered
2. Search your inbox for "Research and Desire" or "R+D Labs"
3. Verify the email address you used at checkout is correct

If you still can't find your confirmation, contact us with your name, shipping address, and approximate order date. We'll verify your order and resend the confirmation.

Yes, all orders ship in plain, non-descript ULINE cardboard boxes with no branding or product information visible on the outside. The company name on customs slips is listed as R+D LABS.

For customs documentation, products are described in generic, safe-for-work terms.

All orders ship from our R&D warehouse in Toronto, Ontario, Canada.

Business address for customs forms: R+D LABS 278 Willard Avenue Toronto, ON M6S 3R2 Canada

We ship via UPS, Canada Post, and ChitChats depending on your location and current shipping conditions.

• United States: Most US orders ship via ChitChats, which hands off to USPS once the package crosses the border. Due to tariff-related constraints, we cannot offer FedEx or UPS delivery for most US shipments.
• Canada: Orders ship via Canada Post or UPS.
• International (EU and other regions): ChitChats is our primary carrier for affordable international delivery.
• Australia, New Zealand, and other international destinations: Orders ship via UPS for reliable tracking and delivery.

Yes, we ship globally wherever our courier partners operate. If you're unsure whether we can deliver to your country, contact us to confirm availability.

No. We are an online-only retailer with no physical storefronts, retail partners, or in-person pickup locations—including in Canada, the United States, and Europe. All orders ship directly from our warehouse in Toronto, Ontario, Canada.

If you're concerned about shipping to your location, contact us before placing your order and we can discuss your options.

In rare cases, customs authorities in certain countries may seize packages containing adult products. While we use discreet packaging and generic customs descriptions (such as "electronic components" or "wireless distance sensor"), some countries have strict import regulations that may result in package seizure regardless of how items are described.

If your package is seized by customs:

• Contact us at support@researchanddesire.com with your order number
• We will issue a full refund for your purchase
• Unfortunately, any import fees or brokerage charges you paid to the carrier (such as UPS) may not be recoverable—you would need to contact the carrier directly to inquire about a refund

Countries with higher seizure risk: We cannot guarantee successful delivery to all countries. Some regions have stricter customs enforcement for adult products. If you're unsure about importing to your country, research your local customs regulations before ordering, or contact us to discuss your options.

The European Union requires CE marking on many finished products to confirm they meet EU safety, health, and environmental requirements. Here's how this applies to our products:

DIY Kits (components and parts): DIY kits ship as unassembled components rather than finished products. Individual components that require CE marking—such as the power supply and PCB—already carry CE certification from their manufacturers. Unassembled parts and bare circuit boards are generally not subject to the same CE requirements as finished consumer products.

Ready-to-Play (fully assembled units): Ready-to-Play units ship as finished, ready-to-use products. We ship to the EU regularly and encounter customs issues infrequently, but finished products may receive more scrutiny from customs authorities than component kits.

If you're concerned about EU import regulations:

• The DIY Kit may be a lower-risk option for import, as it ships as components rather than a finished product
• Research your country's specific import requirements before ordering
• Contact us at support@researchanddesire.com if you have questions about shipping to your location

Whether you pay import fees depends on your location:

• United States: We ship Delivery Duties Paid (DDP), which means import fees and customs duties are covered by us. You won't pay additional fees on delivery.
• Canada: No import fees (domestic shipment).
• United Kingdom: We ship Delivery Duties Unpaid (DDU), which means you're responsible for import duties, VAT, and any handling or brokerage fees on delivery. Brokerage fees are typically £10 or less.
• EU customers: We ship Delivery Duties Unpaid (DDU), which means you're responsible for import duties and taxes on delivery. Brokerage fees average €6.00–8.00. VAT may also apply.
• Other international destinations: Your shipment may be subject to import duties and/or brokerage fees. Contact your local customs authority for specific information.

If you need the Harmonized System (HS) code to estimate import duties or VAT, we use the following codes on customs declarations:

These codes classify the products as electric motor parts and accessories. Your local customs authority uses the HS code along with the declared value to calculate any applicable duties and taxes.

VAT applies to shipments to:

• European Union countries
• United Kingdom
• Switzerland
• Iceland
• Norway

If you're unsure whether VAT applies to your order, check with your local customs authority.

Shopify doesn't support VAT collection at checkout. However, if you purchase through our Etsy shop, you can pay VAT at the time of purchase.

Shipping costs are calculated at checkout based on your destination, the products in your cart, and your selected shipping speed.

To see shipping costs:

1. Add items to your cart
2. Proceed to checkout
3. Enter your shipping address
4. Available shipping options and their costs will display before you complete payment

Shipping prices vary by region and package weight. International shipments (outside Canada and the US) typically cost more due to longer distances and customs processing.

Yes! You can choose your preferred shipping speed—express, standard, or other options—during checkout.

Yes, you can upgrade to faster shipping after checkout—as long as your order hasn't shipped yet. Email support@researchanddesire.com with your order number and request a shipping upgrade.

How it works:

1. Contact support with your order number
2. We'll confirm upgrade options and pricing (typically $10 USD for USPS Priority Mail for US orders)
3. We'll send you an invoice for the price difference
4. Once you pay the invoice, we'll upgrade your shipping method

Processing time varies by product type:

If your order is delayed beyond these timeframes, we'll notify you and offer the option to cancel if you prefer.

Unfortunately, our courier partners are often unable to deliver to military addresses overseas (APO, FPO, and DPO addresses). These addresses route through military postal systems that many commercial carriers cannot access.

If you're stationed overseas:

• Consider using a local non-military address if available (a friend, family member, or off-base location)
• Some forwarding services can receive packages at a civilian address and forward them to you

If you're unsure whether we can ship to your address, contact us before placing your order and we'll verify with our courier.

Yes, we ship to P.O. boxes. However, UPS does not deliver to P.O. boxes for international shipments or certain service types. If your order ships via UPS and you provided a P.O. box address, the carrier may hold your package at a distribution center.

If this happens:

• For UPS international shipments, only the shipper can redirect the package—you cannot change the address yourself
• Contact us immediately at support@researchanddesire.com with your order number and an alternate street address
• We'll work with UPS to redirect your package

Yes, we can often ship to package collection points, lockers, and parcel stations (such as Pakkeboks, Pakkeautomat, or similar services in your country). Availability depends on the carrier and your location.

How it works:

• Not all carriers support delivery to pickup points—UPS has limitations, but Canada Post and other carriers may offer this option
• Include the pickup point address as your shipping address at checkout, or contact us after placing your order to arrange delivery to a specific location

When your order ships, you'll receive a shipping confirmation email with tracking information. Use the tracking number provided to check your shipment status on the carrier's website (UPS, Canada Post, or ChitChats).

If you haven't received a shipping confirmation or need help locating your tracking information, contact us and we'll provide your order status.

Yes, customs processing delays are normal for international shipments. Once your package enters the destination country, it must clear customs before delivery can continue. Processing times vary by country and are outside our control.

What to expect:

• Customs clearance typically takes 1–5 business days, but can take longer
• Some countries (particularly in the EU) may experience extended processing times
• Tracking may not update while customs reviews your shipment

If your package hasn't moved for a week or more:

1. Check your local postal service's website for any customs notifications
2. Ensure no additional documentation or fees are required on your end
3. Contact us if you need help—we can investigate with the carrier

International shipments sometimes experience extended periods without tracking updates while in transit between countries. This can happen when packages are moving between postal systems or waiting for international transport.

What to do if tracking hasn't updated for 2 weeks or more:

1. Contact us at support@researchanddesire.com with your order number and tracking number
2. We will open an investigation with the carrier on your behalf
3. Do not wait for the postal service to resolve this on their own—as the recipient, you typically cannot open a shipper investigation yourself

What happens next:

• Carrier investigations typically take 1–2 weeks to complete
• We have seen packages arrive after extended delays (3+ weeks with no tracking updates), so there is often still hope
• If the package is confirmed lost or the investigation doesn't resolve the issue, we will offer you a re-shipment or full refund—whichever you prefer

Occasionally, customs or your carrier (such as UPS) may request additional forms before releasing your package. Common requests include Section 232 tariff forms (for shipments containing steel or aluminum components) or other trade compliance documentation.

What to do:

1. Forward the request to support@researchanddesire.com
2. Include any documents, links, or instructions you received from the carrier
3. We'll complete the required forms and send them back to you

If the carrier provided an upload link or portal, you can submit the completed form yourself once we send it. Otherwise, let us know and we'll submit it directly.

If tracking shows your package was delivered but you haven't received it:

Check these common locations first:

• Front porch, side doors, or back entrances
• Inside your mailbox (our packages are often small enough to fit)
• Behind planters, furniture, or other concealed spots
• With a neighbor—carriers sometimes leave packages next door
• Building lobby, mail room, or leasing office (for apartments)

Verify your shipping address:

• Review your order confirmation to ensure the address is correct
• Browser autocomplete sometimes fills in outdated or incorrect addresses

Contact the carrier:

• USPS: usps.com or 1-800-275-8777 — ask about delivery location or request GPS delivery confirmation
• UPS: ups.com or 1-800-742-5877
• Canada Post: canadapost.ca or 1-866-607-6301

Your local post office or carrier depot can often provide more details about where the package was left.

If you still can't locate the package: Contact support@researchanddesire.com with your order number. We'll work with the carrier to investigate and help resolve the issue.

If a delivery attempt fails, carriers typically hold your package at a nearby pickup location (retail outlet, locker, or local depot) for a limited time.

How to find your package:

1. Check your email and text messages—the carrier usually sends a notification with the pickup address
2. Visit the carrier's website and enter your tracking number for pickup location details
3. If you can't find the notification, call the carrier's local customer service line

Carrier contact information:

• DHL: dhl.com or call your local DHL service point
• UPS: ups.com or 1-800-742-5877
• USPS: usps.com or 1-800-275-8777
• Canada Post: canadapost.ca or 1-866-607-6301

If your package is returned to our warehouse, we'll contact you to arrange either a re-shipment or a refund—whichever you prefer.

Why packages get returned:

• The carrier couldn't complete delivery (address issues, recipient unavailable, customs problems)
• The package was held at a pickup location and not collected within the carrier's holding period
• The carrier experienced delivery issues in your region

What happens next:

1. Once we receive the returned package, we'll email you to confirm and discuss your options
2. You can choose to have the order re-shipped to the same address or an updated address
3. Alternatively, you can request a full refund

If you haven't heard from us:

• Check your tracking—if it shows "returned to sender" or is in transit back to Canada, contact us
• We may not have received the package yet, but we can confirm its status

Yes, you can cancel your order before it ships. Email support@researchanddesire.com with your order number and we'll process the cancellation.

There are no cancellation fees. Once cancelled, you'll receive a full refund within 5–10 business days.

Due to the intimate nature of our products, we do not accept returns for items that have been used.

However, we never want a customer stuck with a device they don't want. If you're unhappy with your purchase for any reason, contact support@researchanddesire.com and we'll work with you to find a solution.

For defective or damaged items:

• Contact us with your order number and a description of the issue
• Include photos if applicable
• We'll arrange a replacement or repair at no cost

Yes, you can add items to an existing order before it ships. Email support@researchanddesire.com with your order number and the items you'd like to add. We'll send you an invoice for the additional items.

Yes, you can modify your order before it ships. Email support@researchanddesire.com with your order number and the changes you'd like to make. You can:

• Change product variants (size, configuration, etc.)
• Remove items from your order
• Swap one product for another

We'll update your order and refund any price difference within 5–10 business days. If the changes result in a higher total, we'll send you an invoice for the difference.

Yes, if some items in your order are ready to ship but others are delayed (due to stock or production timelines), we can split your order and ship available items first. The remaining items will ship separately when ready.

How it works:

• Email support@researchanddesire.com with your order number and request to split the shipment
• Let us know which items you'd like shipped now versus later
• We'll note your order and ship items in separate packages as they become available

There's no extra shipping charge for split shipments.

Yes! If you forgot to enter a discount or promo code at checkout, contact support@researchanddesire.com with your order number and the code you intended to use.

We'll verify the code is valid and apply the discount to your order. You'll receive the difference as a refund within 5–10 business days.

If a discount or promo code isn't applying at checkout, try these troubleshooting steps:

1. Check the code requirements — some codes only apply to specific products, order minimums, or are limited to one use per customer
2. Verify the code hasn't expired — promotional codes have valid date ranges and won't work after they expire
3. Try a different browser — some mobile browsers have compatibility issues with checkout; try using a desktop browser instead
4. Clear your browser cache — cached data can sometimes interfere with checkout functionality
5. Disable browser extensions — ad blockers or privacy extensions may block checkout scripts

If you've tried these steps and the code still doesn't work, contact support@researchanddesire.com with the code you're trying to use and a screenshot of the error (if any). We'll help resolve the issue or apply the discount manually.

Yes, you can update your shipping address before your order ships. Email support@researchanddesire.com with your order number and the correct address.

If you're unsure what address is on file, include your order confirmation code and we'll verify it for you.

After your order has shipped:

• For USPS shipments, you may be able to request a package intercept or redirect through USPS Informed Delivery
• For UPS international shipments, only the shipper can redirect the package—contact us and we'll coordinate with UPS on your behalf
• For other carriers, contact us first to determine redirect options

Unfortunately, we cannot update the billing address after an order is placed. Your payment has already been processed with the original billing information.

If you need a different billing address:

• Contact support@researchanddesire.com to cancel your order
• Place a new order with the correct billing address
• You'll receive a full refund for the cancelled order within 5–10 business days

Contact us and we'll send replacement parts at no cost. Include your order number and a description of what's missing or damaged.

For kits and hardware orders:

• Check your parts against the bill of materials (BOM) in the product documentation
• Note which specific parts are missing or damaged
• Take photos if parts arrived damaged

Common hardware (nuts, bolts, screws):

• If you need parts urgently, M3, M4, M5, and M6 fasteners are available at most hardware stores
• We'll still send replacements if you prefer to wait

If your assembled device (such as a Ready-to-Play OSSM) arrived with significant structural damage—cracked frame parts, bent components, or visible impact damage—contact us immediately. Do not attempt to use a damaged device.

What to include in your message:

• Your order number
• Photos of the damage (packaging and device)
• Description of what's damaged

What happens next:

• For severe damage, we'll send a complete replacement device at no cost
• You do not need to return the damaged unit—for safety reasons, we don't want anyone using a potentially compromised device
• You'll receive tracking information once your replacement ships