RETURNS

Due to the discreet, sensitive, and hygienic nature of the products that we sell we do not accept returns, however, we do have some exceptions such as:

Manufacturer Defectives (must be reported within 30 days)

• Online Orders: Contact us and we will work with the manufacturer's warranty policy to get you a refund or replacement product.
• In-Store Purchases: Come in within 30 days of purchase and we will give you store credit or a replacement product. 
  

Online Orders: Returned/Refused

• These are orders that never made it to their destinations, the address was incorrect, or the package did not fit the receptacle. It is up to the customer to reship with the corrected address or credit their customer
• If reshipment is returned again there will be a 15% restocking fee added

Online Orders: Wrong Item/Shortages (Must be reported within 48 hours)

• If a wrong order or item is received you are to email medusasroc@gmail.com with the order # and explain the issue.
• If there were shortages, email medusasroc@gmail.com with the order# and items that were short by-product # or description.
• Once we investigate the order # we will then credit for the product or issue a call tag to have the order returned.
• We will reship the correct items

Online Orders: Lost/Stolen

• We are not responsible for orders once they have left the warehouse
• If the order does not make it to its destination or is late, customers are responsible for contacting the carrier and filing a claim.

 

General Store Information

What is Medusas, and what makes it unique?
We’re a locally owned adult boutique in Rochester, NY, offering a welcoming, inclusive space for everyone. Unlike big chains, we’re a small business deeply rooted in the community, creating a safe space for every body, identity, and preference. By shopping with us, you’re supporting the Rochester economy and a team dedicated to empowering sexual health and self-expression.

Where are you located, and what are your store hours?
226 Monroe Ave, Rochester, NY 14607
Monday–Thursday: 9 AM – 9 PM
Friday–Sunday: 9 AM – 10 PM

Do I need to be a certain age to shop at Medusas?
Yes, you must be 18 or older to comply with legal regulations.

Can I bring my partner, friends, or family to the store?
Absolutely! As long as everyone is 18 or older and consents to being here, bring whoever you’d like. We’re here to support your sexual health and wellness without judgment.

Store Etiquette

To protect the privacy of all customers, we ask that you avoid phone calls and video calls in the store. Photos and videos are allowed only with staff approval to ensure no customers are in the background.

Product Questions

What types of products do you carry?
We carry a wide selection, including adult toys, lingerie, BDSM gear, novelty gifts, personal lubricants, intimate wellness items, accessories, and in store fun items like enamel pins, stickers, and room décor. No matter what you’re shopping for, be it practical, playful, or personal. you’ll find something that suits your style.

How do I know which product is right for me?
Choosing intimate items is like choosing a flavor of ice cream. everyone has different tastes! In-store, we have product demos, lube testers, and staff ready to demonstrate features to help you make an informed decision.

Do you carry products for all body types and genders?
Yes! From plus size to XS and across the full gender spectrum, we make sure everyone is represented.

How do I clean and care for my products?
Care instructions vary by product. Ask us for guidance, and we’ll make sure you’re set up for success.

Policies and Returns

Do you accept returns or exchanges?
Due to the sensitive nature of our products, we don’t accept satisfaction returns. All sales are final except for manufacturer defects:

• Online Orders: Contact us and we will work with the manufacturer's warranty policy to get you a refund or replacement product.
• In-Store Purchases: Come in within 30 days of purchase and we will give you store credit or a replacement product. 

Can I cancel or change my order after it’s placed?
Contact us immediately! Our fulfillment partner is lightning-fast, so we’ll do our best to assist before the order ships.

Do you offer price matching?
Yes, with approval from management. If there’s a price discrepancy on our own website, we’ll always match it, just let us know!

Is there a warranty on your products?
Some manufacturers offer warranties; feel free to ask us about specific items.

Online Shopping

Do you offer discreet shipping and billing?
Yes! All orders ship in plain packaging, and billing appears as “Medusas” with no reference to the nature of the store.

How long does shipping take, and what are the costs?

• Standard: $9.99 (3–10 business days)
• Two-Day Shipping: $16.99 (2 business days)
• International Economy: $39.99
  Orders over $100 ship free!

Do you offer in-store pickup?
Yes, but call us to coordinate. Our in store inventory differs from our online inventory. 

What should I do if my order is lost or damaged?
Contact us within 30 days for defects, shortages, or incorrect items. For lost or stolen packages, we recommend contacting the carrier directly to file a claim.

Do you ship internationally?
Yes, but once your package leaves U.S. borders, we can no longer track it or take responsibility for its delivery. Order at your own risk.

Events, Education, and Community

Do you host events, workshops, or classes?
We’ve done them before and plan to again soon! We’re working on improving our basement to create a dedicated space.

Are your staff trained to provide advice on products?
Yes, our team is knowledgeable and happy to help you find exactly what you need.

Where can I find resources on using products safely and confidently?
You’ll find educational info around the shop and on our website—or just ask us directly!

 

Gift Options

Do you sell gift cards?
Yes, we do!

Do you offer gift wrapping or discreet packaging for gifts?
Not officially, but contact us ahead of time, and we’ll see what we can do.

Miscellaneous

Do you partner with local artists or carry locally-made products?
Yes, but we’re currently maxed out on consignment inventory.

Do you have discounts, sales, or promotions?
Yes, but they’re not scheduled regularly. Keep an eye on our social media and website.

Can I ship my order to the store to avoid shipping fees?
Yes, but only if it’s part of our next restock order, which may take 2–3 weeks.

How do I stay updated on new products, events, or promotions?
Follow us on Instagram, Facebook, or check our website.