General
You can contact us via email or live chat every day. Additionally, feel free to reach out through our website’s contact form.
To reset your password, click on the Account Icon located at the top of the homepage. Enter the email associated with your account and follow the instructions to reset your password. A new password will be sent to your email.
To unsubscribe from our newsletter, simply click on the unsubscribe link at the bottom of any newsletter you receive. You will be directed to a confirmation page where you can click unsubscribe again to confirm. You’ll receive a confirmation message once successfully unsubscribed.
Shipping
Orders are shipped from warehouses in the United States (California, Georgia), Germany, United Kingdom, and China, based on availability and your location.
We ship to the United States, United Kingdom, Germany, France, Italy, Denmark, and Sweden.
Yes, we ship to APO/FPO and other military addresses. Please ensure your address format meets military postal requirements.
Enjoy free shipping on orders $69+. For other orders, shipping costs vary and are detailed on our website. Carriers include USPS, UPS, YANWEN, etc. Specific carrier requests are not available.
Orders usually ship within 24-48 hours on weekdays. Weekend orders ship the following Monday. Out-of-stock items may take up to a week to ship from our China warehouse.
Once your order ships, you’ll receive an email with tracking information. Track your order through your account or visit our Order Tracking page.
Contact customer service at [email protected] within 24 hours to change your address before your order ships. Once shipped, address changes are not possible.
Yes, we ensure 100% discreet packaging with no external branding or indication of contents for your privacy.
The carrier will attempt delivery to a safe place or leave a card with instructions. Packages held at the local delivery office must be collected within 10 days.
We are not responsible for lost packages once they show delivery confirmation. Report issues within 72 hours of delivery for assistance.
Additional fees like customs duties/taxes may apply. Check your country’s regulations before ordering. We are not liable for products seized by customs.
Payment
We accept credit card, debit card and Paypal. You can see the options during checkout.
Payment failures can happen due to various reasons:
- Bank’s Payment Security: Your bank may have security measures in place that prevent the transaction.
- Network Issues: Temporary network problems can interfere with payment processing.
- Cookie Problems: Clearing your browser’s cookies or trying a different browser may resolve the issue.
- Insufficient Funds: Ensure your account has enough funds to cover the transaction.
- Expired Card or Incorrect Details: Check if your card is valid and ensure the details entered are accurate.
Suggestions to Complete Your Payment Successfully:
- Contact your bank to authorize the transaction.
- If unsuccessful after three attempts, wait 24 hours or use a different card.
- Refresh the page, clear cookies, and try again.
- Verify your card’s validity and ensure accurate details.
- Consider using PayPal if card payment fails.
If you need to cancel or modify your order, please contact us at [email protected] within 24 hours of placing your order. We will review your request and inform you if cancellation or changes are possible. Due to our fast processing times, once an order is shipped, cancellation may not be feasible.
If your payment was successful, you should have received an order confirmation automatically. Please check your spam folder for the email.
For most regions (United States, European Union, Canada), we ship from local warehouses with pre-paid taxes. Select your country during checkout for details.
For other regions, we may ship from our main warehouse via DHL. Additional taxes may apply depending on local regulations.
We are unable to modify orders. For unopened products, contact support for exchange instructions.
If you have any other questions not addressed here, please don’t hesitate to reach out to us:
- Email: [email protected]
- LiveChat: Available during business hours; leave a message if offline, and we’ll respond within 24 hours.
Return & Refund
Due to the intimate nature of our products, we accept returns only for unopened items with intact packaging and tags within 30 days of purchase. Once opened, products are considered used and cannot be returned unless defective. To initiate a return, email us pictures of the unopened package at [email protected]. Return shipping is at your expense.
If you find a defect within 30 days of purchase, contact us with your order number, SKU of the defective item, and a description or visual evidence. We will replace it with the same item or an equivalent product.
Before reporting, ensure the product is fully charged (for applicable items), review the instruction manual, and verify remote control batteries for certain products. Avoid using products while charging.
For lost parcels, we will resend the item. If returned due to an incorrect address or other reasons, we will resend it with a $7 reshipping fee. Contact us within 30 days for assistance.
Contact us within 24 hours of purchase for free cancellation. Once shipped, cancellation may not be possible. If received and unwanted, follow our return policy.
Contact us within 30 days with pictures of the shipping label, SKU on the product’s plastic wrap, and the entire package. We will address the issue promptly.
For more details or assistance, please contact our customer service at [email protected]. Refer to our Return & Refund page for additional information.
Product
To turn on your vibrator, ensure it’s fully charged and disconnected from the charging cable. Locate the power button and hold it down for 3 seconds.
We stand by our products. If you encounter any issues, we offer replacements or store credit (excluding shipping). Simply contact us.
Absolutely! Our custom magnetic charging cable is universally compatible with all TheLoveMate toys.
Lost your charger? No worries! Order a replacement here. If you suspect a faulty charger, please contact us for assistance.
Our products are crafted from high-quality materials like medical-grade silicone and undergo rigorous quality checks. They’re built to withstand plenty of love!
For more details or assistance, please contact our customer service at [email protected]. Refer to our Return & Refund page for additional information.
For hygiene reasons, we advise against sharing toys. Instead, consider gifting your loved ones their own vibrator for a selfishly delightful self-love experience.
The best way to clean a vibrator is to wash it thoroughly with warm water and gentle soap before and after each use. Ensure it is rinsed and dried properly. Optionally, you can use specialized toy cleaners.
After cleaning, store your toy in a cool, dry place away from direct sunlight. Enhance discretion by using one of our storage cases.
Get Support
Didn’t find your answer? please reach out to us through the following channels:
- Website: Visit our Contact Us page.
- Email: [email protected].
- Live Chat: Chat with us via the corner button..