Customer Service FAQ

What shipping methods are available?

At the time of ordering, when you choose the shipping destination online, the shipping options available for your country will appear. Typical options include United States Postal Service (USPS) and DHL. If you desire other options than what is offered during this process, please contact us directly before completing the transaction.
 

What appears on the packaging?  What will it say on the shipping waybills and/or customs declaration form?

Our mission is to help couples with sexual pain issues. For this reason, we go to great lengths to ensure our customers’ privacy and confidentiality. Your order will arrive in plain packaging. The words vaginismus, Hope and Her nor any other related term will not appear on the box or waybill. A generic shipping company name is used as sender. For customs declaration forms, the names of products will be indicated as educational, plastic parts, or other similar variant to protect privacy.
 

When can I expect my order to arrive?

 
  • - All USPS shipping days include Saturday
  • - Cannot ship to Egypt due to Customs restrictions.
  • - DHL cannot ships to Russian residential addresses.
  • - All costs in USD.

I am concerned about ordering over the Internet.  Is your site secure?

Yes, we use the highest available security methods for your complete peace of mind. Norton Symantec is a recognized leader in Internet merchant security and provides the complete encryption and security for our online store.
 

What is the return policy?

Hope&Her understands that our program and products won't always work out for everybody. Please carefully review our returns and refunds policy for each product.

Trainers | We are not able to accept returns on the vaginal trainer product, or offer a refund. For health and safety reasons, and also to comply with FDA regulations for vaginal inserts, vaginal trainers that have been sold to a consumer cannot be restocked and are prohibited from resale.

Paperback Books | We can accept and refund unused books within 30 days of purchase. Mail your book to Lisa Carter at 1965 Gillespie Way Suite 105 El Cajon, CA 92020. Once we receive your unused book, we will issue a credit back to your account. Your merchant may take up to 10 business days to issue your credit.

E-Books | You may be able to return e-books for refund. We will consider your return if we receive your request within seven days of the date of purchase. Please email us directly at help@hopeandher.com.

The Road to Hope Video Series | You may cancel your video subscription at any point. We will consider your refund if we receive your request within seven days of the date of purchase. Please email us directly at help@hopeandher.com.

Customer service is our highest priority. Our mission is to help people, and anything contrary to that will be avoided. If, for some reason, there is a problem, we will rectify it immediately to the satisfaction of the customer.
 

What payment methods do you accept?

Placing an order online by credit card or by calling the toll-free number are the two fastest and most efficient methods of placing orders. We accept payment by Visa, MasterCard, American Express, Discover, PayPal, and can also process manual orders via Western Union money wires and mailed U.S. dollar money orders (guaranteed checks or other money instruments).
 
Contact us regarding any manual order request for more information.
 

Where do your products ship from?

All products are shipped from California, U.S.A

Do you ship internationally?

Yes, we ship worldwide. As our mandate is to help as many women with vaginismus as possible, we make every attempt get the products to any country. For some countries, a “letter of necessity” from a physician can be helpful. We have successfully shipped to some of the remotest destinations in the world.
 

Will there be any customs charges or duties?

On international orders (outside the U.S.), every country has their own individual rules for determining applicable customs charges, taxes, or duties. The customer is responsible for all such charges and any applicable courier customs processing fees. Each country collects its own customs fees.
 

How do I place an order if I do not have a credit card?

Besides credit cards, we do accept other methods of payment: PayPal (online account or e-checks), U.S. dollar money order (guaranteed checks or other money instruments), or Western Union wire transfers. To request one of these last two services, please contact us directly. We do our utmost to ensure that a workable solution can be met for all women who are in need.
 
Email: help@hopeandher.com
Phone: 1-619-449-1200
 

What is PayPal? How does it work?

For those who are unable or do not wish to pay directly with a major credit card, PayPal is a popular alternate secure online payment processing method. PayPal allows users to pay using a number of different methods including bank accounts, various credit cards, and other options. With a PayPal account, you can order our products online by simply choosing this as your payment option.
 

Can I return the trainers for a refund if I don’t use them?

All prices quoted are in U.S. dollars. At the time of ordering, your credit card company will automatically perform the conversion for you. If you want to roughly calculate the currency conversion in advance, you can use this free calculator.
 

What is your privacy policy?

We maintain the highest respect for the privacy and confidentiality of all data from visitors and customers of this website. Our mission is to help couples with vaginismus sexual pain or penetration difficulties and related problems. For this reason, we go to great lengths to ensure couple’s privacy, confidentiality, and complete security. As such, we have very strict principles:

-   Our privacy policy applies to all customers and any other parties with respect to information that is gathered throughout this website. Information that is collected is intended for the sole purpose of conducting legal business practices including all aspects of order fulfillment and customer service inquiries.

-   We do not share information with third parties.

-   To prevent unauthorized access, maintain data accuracy, and ensure the appropriate use of information, we have implemented physical, electronic, and managerial procedures to safeguard and secure the information we collect.

-   We use full Norton Symantec SSL encryption on our online store, the best and most well-known security technology to ensure that your data is completely safe for purchasing online.

-   All our products are shipped with “privacy packaging” meaning that package labels are completed with confidentiality and privacy in mind. The words vaginismus or Hope and Her do not appear. Customs forms are completed with generic terms as much as possible.

-   We do not make unsolicited calls.

-   We will not allow anyone else to access information to allow this to occur.

Customer service is our highest priority. Our mission is to help people, and anything contrary to that will be avoided. If for some reason there is a problem, we will rectify it immediately to the full satisfaction of the customer.