Order questions

Returns & Refunds

We want you to love your purchase, and we do our best to ensure every toy we send out is crafted with care. However, due to the intimate nature of our products, we are unable to accept returns for safety and hygiene reasons—even if the toy does not fit as expected. Please take your time to select the right size for you.

Refunds are available only if your order has not yet been shipped. Once it’s on its way, we are unable to issue refunds or cancellations. Surprise custom orders are non-refundable unless we have rejected your order.

Each toy is carefully inspected before shipping, and our packaging is transparent so you can check your toy before opening it. If you notice a serious defect, please reach out to us as soon as possible!

Your order may be eligible for a refund or replacement if:

  • You received a toy that is significantly different from what you ordered.
  • Your toy arrived with a major defect that affects its use. (Please note that small surface imperfections, slight color variations due to screen differences, or tiny pigment freckles are part of the handmade process and are not considered defects.)

If you believe there is an issue with your order, please contact us within 30 days of shipment. Unfortunately, we cannot offer refunds or replacements beyond this timeframe.

Before opening your package, please inspect your toy through the clear bag. If you see any major flaws, take photos and email them to us before opening the seal. Once the toy is removed from its original packaging, we won’t be able to verify the issue, which may limit how we can assist you.

If you have any concerns, don’t hesitate to reach out! We’re happy to help and will review each case individually to find the best solution for you.

Cancellations & Exchanges

Once an order has shipped, it cannot be canceled—so please double-check before placing your order! If your order has not been shipped yet, you are welcome to cancel it. Simply place a new order if you need to make changes. However, Surprise custom orders cannot be canceled by the buyer once placed.

In rare cases, we may need to cancel an order ourselves. This could happen if:

  • The item you ordered is no longer available.
  • We think that we are unable to fulfill the requests made by customers in Surprise custom orders.
  • We detect potential fraud.
  • The order cannot be delivered due to address issues.
  • The order is linked to harassment, bullying, intellectual property violations, unauthorized reselling, or scalping.

We also do our best to ensure product prices and descriptions are accurate, but if an error occurs, we reserve the right to cancel affected orders.

International Shipping

Shipping Policy

Our toys are custom-made, and we strive to ship your order within 10 business days. If you order from an inventory drop, your package will ship within 3 business days. If your order includes both custom and inventory items, we will ship everything together once your custom piece is ready.

All orders are shipped from Shanghai, China, and international delivery typically takes 1 week to 1 month, depending on your location. Please note that we do not ship during major holidays like China National Day or Lunar New Year.

Once your package is on its way, you’ll receive a tracking link. If you experience delivery issues, please check with your local postal carrier first, as they will have the most up-to-date information.

We cannot take responsibility for lost packages and do not offer refunds or replacements for missing shipments. If your order is lost within the postal system, please refer to their policies for assistance. If you need help filing a claim, we’re happy to guide you through the process.

Shipping Fees

Shipping costs vary by country. Customers are responsible for any applicable import duties or taxes. Your order will be shipped with a customs declaration, and if your country requires payment of fees upon arrival, it will be your responsibility.

Before placing an order, please make sure the items you are purchasing are allowed in your country. We cannot issue refunds or replacements for orders that are seized by customs.

For international shipments requiring a content description, we will label our toys as “handicraft”.

Toy Care Guide

Cleaning Your Toy

To keep your toy in top condition, we recommend washing it with mild soap and warm water after each use, then letting it air dry.

For a deeper clean, you can:

  • Place it on the top rack of your dishwasher (just don’t mix it with dishes!).
  • Boil it in water for 5-10 minutes (make sure it doesn’t touch the sides or bottom of the pot for long periods).
  • For toys with a cum tube, soak them in a 10% bleach solution for 10 minutes, then rinse thoroughly. If you'd like a step-by-step cleaning guide, please check out the video on how to clean Savigny on this How-To Guide page.

Proper Toy Storage

Once your toy is completely dry, store it in a cool, dry place, away from rough surfaces to prevent scratches.

Important: Do not store silicone toys in direct contact with jelly, PVC, vinyl, or other soft plastics, as they may become sticky or deformed. With proper care, your toy will last for many years!

Choosing the Right Lubricant

We highly recommend using water-based lubricants. Silicone-based or hybrid lubes may damage the surface of your toy, so please avoid them.

If you have any questions about your order or how to use the toys, feel free to reach out to us!