FAQs
Order FAQ
How do I order?
Shopping in our store is a breeze. Adding items to your cart is simple. You can carefully review every detail of your order, and when it's time to pay, our secure checkout process allows you to enter your payment information with ease and confidence.
I noticed the address was incorrect. Can it be changed?
Regarding this incorrect address, please first share the correct address with us. We will verify your order status to confirm if modifications are possible.
- If your order is not shipped yet, we can update the address for you ASAP.
- If your package has already been shipped, we are unable to modify the address, as logistics providers do not accept changes after dispatch. We recommend keeping track of your package’s status and contacting the logistics provider directly to see if they can accommodate your request.
I selected the wrong size/variant! Can I change it?
If you’ve purchased the incorrect product, please first share the correct product details with us. We will verify your order status to confirm if modifications are possible.
- If your order has not yet been shipped, we can modify the product immediately.
- If your product has already been shipped, changes cannot be made at this stage. We sincerely appreciate your understanding.
How can I cancel my order?
We do support order cancellations. When requesting a cancellation, please share your reason so we can improve our service. Our cancellation policy is as follows:
- Within 12 hours of ordering (if the package has not been dispatched): Full refund with no transaction fee.
- After 12 hours of ordering(if the package has not been dispatched): Cancellation is still possible, but we will take 10% transaction fee.
- If your order has already been shipped: Cancellation is no longer available. Once the package is in transit, it becomes difficult to intercept and halt the delivery process.
How do I get promo code?
For promo codes, here’s how you can obtain them:
- Check our store homepage first: Most ongoing promotions and discount codes are listed there. You can directly access them.
- For orders over $500: Feel free to contact our customer support team—they can provide exclusive bulk-purchase discounts or tailored promo codes for larger transactions.
How can I contact customer support for help with my order?
You can reach us via email, phone, or live chat for assistance with your order.
I did not get the order confirmation email, what happened?
Normally, after you place an order, the system will automatically send an order confirmation email to the email address you provided during the checkout process. If you haven't received it, please first double-check whether the email address you entered is correct. Also, it's possible that the email might have been filtered into your spam or junk mail folder, so please check those folders as well.
If you still can't find the relevant email information after these checks, you can contact our customer service. We will be able to assist you in verifying the status of your order.
What if my question isn’t covered here?
No problem! If you can’t find the answer you’re looking for, our team is here to help. Simply reach out to us at info@usdildo.com, and we’ll get back to you as soon as possible. Your satisfaction is our priority, so don’t hesitate to ask—we’re happy to assist!
Payment FAQ
What payment methods do you accept?
We currently offer these payment methods.
1. Credit Card - VISA, Master Card, American Express, JCB
2. Debit card
3. Paypal
4. Apply pay
5. Google pay
6. Klarna/Afterpay
Are my payments secure?
Yes, it’s 100% Secured. We do not share any information we collect through orders or contact inquiries. The information is solely used to complete your order or respond to your inquiry.
Which currencies can I shop in?
US dollars will be the default currency in our store. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.
I'm having trouble completing my payment?
Please double check that your shipping and billing details are complete and correct, and try to check out using a different web browser or try again with an alternative payment method. If you still have an issue, please let us know, or contact your bank about the payment.
Why does my card payment fail?
Payment failures are commonly caused by the following reasons:
- Card Declined (e.g., insufficient funds, suspected fraud).
- Incorrect Information (e.g., card number, CVV, expiry date).
- 3D Secure Authentication Failure (if your card requires additional verification).
- Payment Limit or Card Restrictions (set by your bank or card issuer).
- Bank Processing Issues (temporary connectivity/authorization errors).
- International Card Restrictions (geographic or currency limitations).
If your payment fails, please contact your bank or card issuer immediately to clarify the specific cause and resolve the issue.
What if my question isn’t covered here?
No problem! If you can’t find the answer you’re looking for, our team is here to help. Simply reach out to us at info@usdildo.com, and we’ll get back to you as soon as possible. Your satisfaction is our priority, so don’t hesitate to ask—we’re happy to assist!
Product FAQ
What materials are used in your products?
Our dildos are made from body-safe silicone, which is a non-toxic, hypoallergenic, and durable material commonly used in high-quality intimate products.
We also have the relevant certifications, if you need to check the details, please enter into this link Rohs-test-report
Do you offer customization options? And how long to get it?
Yes, we offer customization for certain products.
The production cycle for customized products usually takes 30 to 45 days. These products will be shipped from the factory warehouse. Additionally, it will take 5 to 12 working days for delivery.
Please contact us at info@usdildo.com for more details.
Are your products eco-friendly?
Yes, we prioritize sustainability and use eco-friendly materials and processes whenever possible.
Products showing as sold-out. What should I do?
If the item you want is still listed on our website but is out of stock, reach out to us at info@usdildo.com. We'll check its availability status and ensure you're provided with all the relevant product details.
How to maintain a silicone dildo?
To maximize your product's lifespan:
• Use only water-based lubricants (oil-based can damage the silicone)
• Clean after each use with antibacterial soap and warm water
• Air dry completely - pat gently (don't rub)
• Store in a cool, dry place
• Avoid extreme temperatures and direct sunlight
• Never bite, pierce or expose to sharp objects
• Use adequate lubrication to prevent friction damage
• Storage temperature: Ideal between 15-25°C
• Travel recommendation: Use hard-shell case with ventilation holes
What if my question isn’t covered here?
No problem! If you can’t find the answer you’re looking for, our team is here to help. Simply reach out to us at info@usdildo.com, and we’ll get back to you as soon as possible. Your satisfaction is our priority, so don’t hesitate to ask—we’re happy to assist!
Frequently asked question
Use this text to answer questions in as much detail as possible for your customers.
Shipping & Delivery FAQ
Do you ship worldwide?
We ship almost worldwide. Nonetheless, there is a small list of countries that we cannot accept deliveries to. This is mostly down to international embargoes or problems getting goods through customs. You will be notified if we’re unable to ship to a specific location.
Where do you ship from and how long does it take to arrive?
We have warehouses in the United States, Germany, the UK, Canada, and Australia. Orders are prioritized for shipment from the nearest available warehouse. If items are out of stock locally, we will arrange delivery from another warehouse. General shipping timelines are as follows:
- Standard Shipping: 5–12 business days.
- Express Shipping: 2–5 business days (requires an additional cost).
Please note that the specific delivery time for your order will be displayed in the shipping details on your order page. This information is the most accurate and up-to-date for your shipment.
Can I track my order?
Yes, once your order is shipped, you’ll receive a tracking number via email.
Besides, most tracking numbers are able to find the shipment information in this link:https://www.usdildo.com/apps/usdildo
Will I be charged Taxes or Import fees?
Our tax/duty policy varies by region:
- US & UK Customers: All shipments are entirely tax-free.
- Canada, EU Countries, & Australia:
*Standard Shipping: No additional taxes/duties.
*Express Shipping: May incur partial import duties (we recommend selecting Standard Shipping to avoid this).
- Other Countries: Please review your local tax regulations for details, or contact our support team for guidance.
If you encounter unexpected fees upon delivery, please contact us right away—we’re here to help!
Which couriers will be used for delivery?
Courier companies include DHL, FedEx, UPS, USPS, and shipping couriers available in your country.
Why is my order delayed?
We strive to deliver your order within our standard time frames, but sometimes delays occur due to factors beyond our control. If this happens, we’ll do our best to notify you in advance. If you haven’t received any updates and your order is running late, please get in touch with us so we can look into it and keep you informed. Your satisfaction is our priority, and we’re here to help!
My package has been shipped, but I entered the wrong address. Can I still update it?
We sincerely apologize, but once a package has been shipped, we are unable to modify the delivery address. We recommend:
- Tracking your package closely via the provided logistics link.
- Contacting the courier directly for further assistance—they may be able to help reroute your package.
My tracking says delivered, but I didn’t get It!
double-check around your home, and ask family members or neighbors—sometimes packages are received by someone else and accidentally set aside.
If your order still doesn’t turn up, don’t worry! Our Customer Care team is here to help. Just contact us at info@usdildo.com, and we’ll investigate further to resolve the issue. Your satisfaction is our priority!
I’m Missing an Item from My Order—What Should I Do?
We apologize for the inconvenience! Here’s how we can help:
- Split Shipments: Your order may have been split into multiple packages for faster delivery. Check your email for separate tracking updates.
- Missing Item Confirmed: If we verify the item was not shipped, we’ll dispatch it immediately.
Required: Share photos of the outer box and shipping label to assist our investigation.Contact us at info@usdildo.com —we’ll resolve this promptly!
What if my question isn’t covered here?
No problem! If you can’t find the answer you’re looking for, our team is here to help. Simply reach out to us at info@usdildo.com, and we’ll get back to you as soon as possible. Your satisfaction is our priority, so don’t hesitate to ask—we’re happy to assist!
Refund & Returns & Exchange FAQ
What if my product arrives damaged, defective, or incorrect?
If your product arrives damaged, defective, or incorrect, please:
- Submit Evidence: Send photos or videos of the issue to our support team for verification.
- Assessment: Once confirmed, we’ll review the case and offer a resolution (refund, replacement, or other solutions) based on the product’s condition.
- Resolution: Rest assured, we prioritize quick and fair resolutions through our comprehensive after-sales process.
Contact us immediately, and we’ll ensure the matter is resolved smoothly.
How do I return my order?
You can return your online order within 2 days of receiving it. To start the process, please notify our support team at info@usdildo.com.
Before proceeding, make sure your items are eligible for return by checking our Returns & Exchanges Policy here: https://www.usdildo.com/pages/return-policy. This page also includes detailed instructions to guide you through the process.
What are the conditions for returning my product(s)?
You can return your order within 48 hours of receiving it. For your return to be accepted, the item(s) must meet the following conditions:
- Unused and Unworn: The item(s) must be in the same condition as when you received them—unworn, unwashed, and not put in a dryer.
- Clean and Odor-Free: The item(s) must not have strong odors (e.g., smoke, body odors) or be covered in pet or human hair.
- No Damage or Stains: The item(s) must not be stained, damaged, or altered in any way.
- Good Packaging box: The packaging box must be in good condition, and all original tags (sewn-in or hang tags) must still be intact.
Please ensure your return meets these conditions to avoid any delays or issues with processing. If you have any questions, feel free to contact us!
When will I get my refund?
Once we receive and inspect your return, we’ll send you an email to confirm its arrival and let you know if your refund has been approved or rejected. If approved, your refund will be processed, and the amount will be credited back to your original payment method within 1-2days.
If you haven’t received your refund yet, we recommend:
- Checking your bank account again.
- Contacting your credit card company, as it can sometimes take time for the refund to appear.
If you’ve done all of the above and still haven’t received your refund, please reach out to us at info@usdildo.com. We’re here to help!
Can I exchange my product(s)?
Yes, exchanges are possible, but they are subject to conditions.Please check our return policy to ensure your item qualifies! Here is the return policy link: https://www.usdildo.com/pages/return-policy
- If your product meets our return criteria, we can accept the return. Once we receive the returned item, we’ll send you a replacement of a similar price that you’ll love.
- If your product doesn’t meet the return conditions, we won’t be able to process an exchange. Please check our return policy to ensure your item qualifies!
What if my question isn’t covered here?
No problem! If you can’t find the answer you’re looking for, our team is here to help. Simply reach out to us at info@usdildo.com, and we’ll get back to you as soon as possible. Your satisfaction is our priority, so don’t hesitate to ask—we’re happy to assist!
