RETURNS

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

Manufacturer Defectives (must be reported within 30 days)

• After 30 days, any item replacements or fixes will be the responsibility of the manufacturer
• If you are unable to contact the manufacturer, we will try to assist you in any way possible!

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

Wrong Item/Shortages (Must be reported within 48 hours from ROG)

• 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

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—including those who are asexual. 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: 12 PM – 8 PM
Friday–Sunday: 12 PM – 9 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 using cell phones 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 even quirky 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 lingerie to men’s lingerie and XS options, 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. For manufacturer defects:

• Online Orders: All sales are final unless there’s a proven defect.
• In-Store Purchases: Returns are accepted within 30 days for store credit with a receipt.

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.

What happens if my item is defective?
If it fails within 90 days, we’ll replace it. Beyond that, you’ll need to work with the manufacturer, and we’re happy to help facilitate.

Do you offer price matching?
Yes, with approval from Kristy or Randy. If there’s a price discrepancy on our own website, we’ll 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 unless you’re ordering via UberEats.

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.

Can I shop anonymously in-store?
If needed, we can arrange private shopping outside of regular hours. Reach out to us to set it up!

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. A newsletter is also in the works!