FAQ

Each region has different shipping methods. You will see more information when you choose your country during checkout.

Once your order is in the shipped status, it has been sent and is being processed by our shipping partner. They are in the middle of shipping it. You will receive a tracking number from our shipping partner soon.

We are unable to change any shipping addresses. We are only able to ship orders to the address provided during checkout.

We value your privacy and ship as discreetly as possible.

During checkout, you will see a list of countries we ship to. If the country of your shipping address is not included in the list, it means we cannot ship to this country due to slow shipping times, expensive prices and/or customs issues.

Due to health concerns, we don't accept returns for refund or exchange purposes once the product has been used/opened. This is standard in the sex toy industry.

Having said that, if the product is defective, we can honor our one-year warranty after confirming your order information, certain account details, and the issue. If you have any problems, please contact us at www.lovense.com/contact and we'll do our best to assist your issues.

We accept returns of unopened items within 30 days of purchase. Unopened means in the original packaging with the plastic seal intact.

Please contact support for return instructions. If the instructions are not followed, we cannot guarantee that a refund will be processed. Please note that the original shipping fee will be subtracted from the refunded amount.

No. We need to be notified of any returns to ensure that the package is received and that a refund can be processed. Please contact support for return instructions. If the instructions are not followed, we cannot guarantee that a refund will be processed.

We take your privacy very seriously. We have designed our system to record as little information about our users as possible. Every byte of your data that passes through our servers, including your text, picture, and voice messages, are fully encrypted using the same data encryption technology as Google, Skype, Facetime, and other industry leaders. All video calls are peer-to-peer with end to end encryption and never pass through our servers. Furthermore, none of your data is ever kept on our servers longer than seven days.