Frequently Asked Questions

Contents vary by product. Check the product-page packing list before ordering. A wall adapter is included only when stated. If anything is missing, keep the packaging and email service@avidloveplay.com with your order number and product name.

Yes. Orders ship in two layers. The outer layer is a plain white poly mailer with no product name, product image, or AvidlovePlay branding; only the carrier shipping label appears on it. Inside, the retail box carries the AvidlovePlay logo and basic product information, while product names or photos vary by product: some arrive in a plain black box, others show the product name or image. Discretion applies to the outer delivery layer.

The product name does not appear on your card statement. The discreet billing descriptor may vary by payment method or bank. For help, email your order number to service@avidloveplay.com, but never send full card details.

AvidlovePlay ships to the United States, Canada, the United Kingdom, Australia, selected EU countries, and other supported destinations. If you can place an order with your address at checkout, that destination is supported and no pre-order confirmation is needed. Fulfillment remains subject to warehouse and carrier review; if an order cannot be shipped, we will contact you with a refund or another solution. PO Box delivery is assessed case by case.

Delivery includes order processing and carrier transit. Orders are normally prepared within a few business days, and the delivery window shown at checkout is the best estimate for your address; tracking shows live progress after dispatch. Customs, weather, address issues, and peak periods can extend estimates. If tracking shows no movement for an unusual period, contact service@avidloveplay.com.

Shipping is free on orders over US$59. Orders from US$39 to US$58 ship for US$5, and orders under US$39 ship for US$8. Promotions and destination may change the final amount, so the fee shown in your cart at checkout is the amount that applies to your order.

Eligible items may be returned within 30 days of delivery if unused, unworn, unwashed, complete, and in resellable original packaging. To start a return, email service@avidloveplay.com with your order number and item name before sending anything back. The full Return Policy page covers exclusions, return shipping, and refund timing.

Email service@avidloveplay.com for order, return, refund, or warranty help. Include your order number, product name, and a short issue description; add photos when useful. Never email passwords or full payment-card details.

Materials vary by product and may include silicone, plastic, or metal, as listed on each product page or its packaging. Our materials are designed with comfort and durability in mind. Compliance documentation is managed per product rather than as a catalog-wide claim. Everyone’s skin sensitivity may vary: if you experience any discomfort, stop using the product and follow the care instructions.

Water resistance varies by model. Check the exact IP rating and manual before exposure to water; the toy, remote, cable, and charging port may have different limits. Avoid chlorinated pools and hot tubs. If information is missing or inconsistent, keep the product dry and contact support.

Follow the product-specific care instructions. Where allowed, clean compatible surfaces with warm water and mild, fragrance-free soap, then dry fully before storage. Keep remotes, cables, and connectors dry. Do not use alcohol, bleach, boiling water, or other disinfectants unless the manual permits them.

Most products charge with the included magnetic USB cable. Use a standard 5V USB power source and follow the manual for charging time and indicator lights. Keep charging contacts dry and avoid fast chargers unless approved. Do not use the product while connected to power unless the manual clearly allows it. Model-specific charging and runtime details appear on each product page.

Use lubricant compatible with the product material. Water-based lubricant is the recommended default for silicone surfaces. For metal or mixed-material products, check the product page or manual, since coatings, attachments, and condom use can change compatibility. Apply as much as needed for comfort and stop if you notice irritation or material damage.

Start with the experience you want: external, internal, wearable, couples, or another specific use. Compare dimensions, material, controls, lowest intensity, water resistance, charging, and cleaning. When unsure, choose a smaller, simpler design and read the full product instructions. If you experience discomfort or irritation, stop using the product. If you have specific health concerns, consult a healthcare professional.

Agree on the type of experience, who will control it, and where you plan to use it before choosing. Check the exact product dimensions, material, controls, water resistance, and care steps, since features differ by model. Start with a gentle setting and communicate during use so both partners stay comfortable; if either of you feels uncomfortable, simply pause or adjust. Clean the product according to its manual between users.