Frequently Asked Questions
Got a burning question? It might be answered here. If you don't see your question, you can reach out to our customer support team by clicking here.
You must be the age of majority for the country in which you reside. In fact, you must be age of majority to read this message.
You can unsubscribe from our email newsletters by scrolling to the bottom of any newsletter and clicking "unsubscribe".
If you are still receiving emails after unsubscribing, you can contact our webmistress at firstname.lastname@example.org - Your request will be manually processed within 24 hours. Visit our compliance page on consumer rights regarding electronic messaging from businesses.
Yes! Please visit our wholesale website twtradewholesale.com to apply for a wholesale account.
At the moment, we do not offer in-store pick up for online purchases. All purchases made online must be shipped to the customer’s valid address.
You can find a full list of ingredients by scrolling to the bottom of any product page and clicking on the "Specifications" tab.
Some products made from rubber, latex, jelly and TPR blends may have a strong smell due to the nature of the material and manufacturing. When you first open a product, it will go through a process called "outgassing", just like that new car smell. It should go away after a little while.
If the scent persists, the scent can be reduced or eliminated with regular washing using soap and water or toy cleaner.
Some materials can react when stored on top of or touching other toys. This can be described as “melting” or “liquefying”. It is a rare occurrence, but can happen if you store your toys in close proximity. To prevent this, we recommend storing toys in separate bags or cases.
Shipping & Fulfillment
We will process your order within 1 business day and ship orders as soon as possible. Delivery time depends on the shipping method selected at the time of check out and your location. You can track your order by visiting your order menu and by using the tracking number sent in your shipping confirmation email.
Shipping is automatically calculated at check-out based on your location and delivery method. The average cost of shipping ranges from $10-$20. Canadian customers receive free expedited shipping on orders of $69 before tax. This does not include international shipping.
Yes, our parcels arrive in unmarked envelopes or boxes. We do not use our logo on any shipping materials such as envelopes or boxes.
We specialize in rapid shipping inside of Canada and the continental U.S. but we also ship to South America, Europe & Africa. If we have any issues with your shipping, we will contact you via email.
For USA residents, duty fees are covered by us. If taxes are not collected at checkout, then your state has not requested taxes for your order.
Warranty & Returns
Yes, all sales are final. We cannot offer refunds on any purchases made.
Due to the intimate nature of our products, we do not accept returns or exchanges—even if the products are unopened. This is for the health and safety of our employees and customers. If you received the wrong product, or your product is defective on arrival, please reach out to our customer care team so we can work together on a solution. You can reach us by phone or email (866) 665-6837 or email@example.com
If you made your purchase at a store, you may contact that location for help with a defective product. You can find all store location information here.
If you made your purchase online, please contact our customer service department at firstname.lastname@example.org within 7 days of receiving your purchase for assistance.
If you believe your product arrived defective, please send a detailed email to email@example.com and we will assist you with troubleshooting. Please include your order number, name, and email used to place the order so we can make the process as quick as possible.
To begin a warranty claim, visit our contact page and send us an email with the same email as your registered account so we can look up your purchase. A customer service agent will contact you as soon as possible to help resolve the issue.
Unfortunately, no. We include size information in the product descriptions of all products. It is up to the customer to assess whether a product is right for them before purchasing.