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Whether you have a question before ordering or need help with an order, reach out. We’ll keep it straightforward, private, and respectful.
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Quick answers
Is my order packaged discreetly?
Yes. Orders are shipped in plain outer packaging without product names or descriptions shown on the outside.
Can I ask a product question before ordering?
Absolutely. Tell us what you are looking for and what matters to you, and we’ll do our best to help you choose with confidence.
Where does xtoy.us ship?
We currently ship to the contiguous United States, Alaska, Hawaii, Puerto Rico, and Canada. Available services and shipping charges vary by destination.
How long does order processing take?
Orders are typically processed within 1–2 business days. Processing time is separate from shipping transit time.
How do I track my order?
When tracking is available, it is sent to the email address used at checkout after your order ships. Carrier updates may take a little time to appear.
Can I change my shipping address or order details?
Contact us as soon as possible. We cannot guarantee changes once an order has been placed or entered processing.
Can I cancel my order?
You may request cancellation within 12 hours of placing your order, provided it has not entered processing or shipped. Cancellation requests are not guaranteed.
What is your return policy?
Eligible unused and unopened items in their original packaging may be returned within 30 days of delivery. Please contact us before sending anything back.
Can an opened intimate product be returned?
For hygiene and safety reasons, opened, used, body-tested, or unsealed intimate products are not eligible for a standard return. Manufacturing defects may qualify for assistance under our warranty.
What if my item arrives damaged, defective, incomplete, or incorrect?
Please contact us promptly with your order number, a description of the issue, and clear photos or a short video when appropriate. Keep the product, accessories, shipping box, label, and packaging until we have reviewed the issue.
What if tracking says delivered but I can’t find my package?
Check your mailbox, front desk, parcel locker, household members, and nearby secure areas first. Allow up to one additional business day, then contact the carrier and reach out to us with your order and tracking numbers if it is still missing.
Do your products have a warranty?
Manufacturing defects may be covered by our 1-Year Limited Warranty. Contact us before returning any product you believe may be defective.