Discreet Delivery & Free Standard Shipping for Orders Above $30 Pre-Tax

Contact Us

You will find answers to most commonly asked questions in our FAQ section below. 

Should you have additional questions regarding your order, please contact us at 855-208-1561, or email us at Durexcustomercare@rb.com. Your questions will be answered by one of our Customer Care representatives.

If you have additional questions regarding our products, please contact us at 800-756-5488 or email us at consumer.relations@rb.com

Our Customer Service Department is available Monday through Friday from:

9 AM to 5 PM ET

8 AM to 4 PM MT

7 AM to 3 PM CT

6 AM to 2 PM PT

ORDER INQUIRIES

 

By Email:  Durexcustomercare@rb.com

By Phone: 855-208-1561

 

PRODUCT INQUIRIES/ COMMENTS

 

By Email:  consumer.relations@rb.com

By Phone: 800-756-5488

 

While emails and messages are not monitored after-hours, we will do our best to respond promptly the following business day.

 
 

Contact Form

 

Frequently asked questions

How do I place an order?

Thank you for visiting DurexUSA.com! Placing an order is simple at DurexUSA.com. There are easy ways you can place your order.

Ordering Online: Shopping online at DurexUSA.com is the most convenient option while completely safe and private. Netscape's Secure Socket Layer (SSL) technology is used to encrypt the information you submit when you place your order. The information is encrypted on your computer, transmitted over the Internet as encrypted code, and decoded on DurexUSA.com's secure server. It cannot be deciphered while in transit.

 

Shopping Cart Process: When you select a product you would like to purchase, click on the "Add to Cart" button. The "Add to Cart" button can be found on any product detail page. After adding the product to your cart, if you would like to continue shopping, select the "Continue Shopping" button. When you have selected all items for purchase, choose the "Check Out" button, to complete your purchase. If you have a coupon code or gift certificate, enter the code in the "Coupon Code" box located in the shopping cart and hit the "Apply" button to ensure that it is applied to your order. You will have the option to Login for an Express Checkout if you have already registered with the site. You are encouraged to register on the Site so that you can take advantage of Express Checkout for all future purchases. You may choose to make your purchase as a Guest if you would not like to register.

 

Payment: We have a number of convenient payment choices available. They are:

* Credit Card

* Debit Card

* PayPal

* Apply Pay

* Amazon Pay

 

Order By Phone: Call us at 855-208-1561. If you know the items you'd like to purchase, please have the item numbers handy, and we will be happy to assist you.

Sales tax: Items that are shipped to New York state customers are subject to tax at the appropriate state and local rate.

What forms of payment do you accept?

We currently accept Visa, MasterCard, American Express, Discover Card, Apple Pay, Amazon Pay, and PayPal.

Credit Card Payments: When paying by credit card you will be asked to specify your payment type and enter your credit card information during the "Check Out" process. You must enter the proper billing name and address for your credit card, plus your CVV (security code), in order for your order to be processed. If you are shipping to an address other than your billing address, you may have to approve that shipping address with your credit card company in order for us to be authorized to ship to a different address than the billing address for your credit card. Non US credit cards will require additional address and security verification information in order for your order to be processed.

We do not accept orders placed with international credit cards. Orders with a billing address outside of the USA will be cancelled and refunded. You may use a verified PayPal account to place an order using an international card.

Do you offer free shipping?

Yes. Items must be marked as "Free Shipping Eligible" in order for your order to qualify for free shipping. Order total must be $30 or more pre-tax, and cannot be more than 10 pounds and can not include more than 4 aerosols.

Who will fulfill my order?

All orders will be fulfilled by Pharmapacks, who is the DurexUSA fulfillment partner.

If you have a question about a new or existing order, please contact our team using the details found at the top of this page.

How can I check my Order Status?

You will receive an email with tracking information that you can use to follow your order once your order is shipped.

Processing & Shipping Times

PROCESSING TIMES 

Orders are usually processed within 1-3 business days and shipping times are 1-5 business days, in most cases (the total time to get your package may be 2-8 business days). Orders shipping to Hawaii, Alaska and APO/FPO locations can take up to 3 weeks. We normally ship using services offered by the United States Postal Service (USPS).

SHIPPING TIMES 

We ship to all 50 states in the USA and to APO/FPO/DPO addresses abroad. Items are sent from our fulfillment partner's (Pharmapacks) warehouse located in Islandia, New York on a daily basis (Monday-Friday).

STANDARD SHIPPING usually takes 5-8 business days to reach its final destination. Standard Shipping is a flat fee of $5.99, unless the order meets requirements for free shipping.

EXPEDITED SHIPPING is available at $7.99 per order. All Expedited orders are given priority processing & handling, and they are sent via USPS Priority Mail (unless otherwise prohibited by law, see: DOT Restrictions on Air Shipping). Actual Expedited Shipping charges are based on order weight, and location depending on proximity to our warehouse in Islandia, NY. Expedited shipping takes 3-5 business days (1-3 processing days included).

What is your cancellation policy?

You may cancel your order within 2 hours of checkout. If you cancel your order after 2 hours, we will do our best to cancel the order but cannot guarantee that we will be able to stop shipment. Once your items have shipped, the order cannot be cancelled.

How can I apply a Voucher or Coupon Code?

You can use your gift certificate or coupon code at the Order Confirmation stage of Checkout. Simply enter the gift certificate number or Coupon Code and click Apply.

What is your Privacy Policy?

We respect your privacy, and act in accordance with relevant state and federal law. We are working with a trusted privacy specialist to establish a suitable privacy policy for the site and you may view it here.

What is your Shipping and Return Policy?

Click here for our Shipping and Return Policy.

Will I be charged sales tax?

You may be charged sales tax based on your shipping destination and product type purchased.

DurexUSA.com is required to charge sales tax on orders shipped to customers in the State of New York, the location of the Corporate Headquarters of our order fulfillment partner. 

Final sales tax will be calculated at checkout. 

Do you have mailing lists?

Yes, we have several mailing lists for you to join! To subscribe, visit DurexUsa.com and scroll up to the right where it says "Log In/Sign Up." Create a new account and check the box to receive coupons & special offers. We will keep you up to date on all of our latest specials, along with other helpful information.

Why can't I access my account?

If you were a registered account holder prior to June 2018, please click here to reset your password

 

If you created an account after June 2018 and are having trouble accessing your account, please contact one of our customer care team members using the information at the top of this page

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