Refund policy

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.