Frequently Asked Questions
Everything you need to know about shopping, ordering, shipping, and privacy
🛒 Ordering Process
Ordering is simple and secure:
- Browse our products and add items to your cart
- Click the cart icon to review your items
- Click "Checkout" when ready
- Enter shipping and billing information
- Choose your payment method
- Review and confirm your order
You'll receive an email confirmation immediately after placing your order.
Yes! We offer guest checkout for your convenience. However, creating an account provides benefits like:
- Order tracking and history
- Faster checkout with saved addresses
- Wishlist functionality
- Exclusive member discounts
- Early access to sales
Orders can be modified or cancelled within 1 hour of placement. After that, our warehouse team begins processing. To request changes:
- Email us immediately at orders@discreet.toys
- Include your order number
- Specify the changes needed
Once shipped, orders cannot be cancelled but can be returned according to our return policy.
Tracking is available for all orders:
- You'll receive a shipping confirmation email with tracking number
- Click the tracking link in the email
- Or log into your account to view order status
- Guest orders can be tracked using order number and email
📦 Shipping & Delivery
We offer several shipping options:
- Standard Shipping (5-7 business days): $5.99 or FREE over $59
- Express Shipping (2-3 business days): $14.99
- Overnight (1 business day): $29.99
- International Standard (7-14 days): $19.99
Business days exclude weekends and holidays. Orders placed after 2 PM EST ship the next business day.
Yes, we ship to most countries worldwide. Please note:
- International orders may be subject to customs fees
- Delivery times vary by destination (7-21 days)
- Some products may be restricted in certain countries
- Tracking may be limited once package leaves the US
Yes for standard shipping only. Express and overnight shipping require a physical street address. APO/FPO addresses are accepted with standard shipping (allow extra time for delivery).
We'll make it right! If your package is:
- Lost: We'll reship or refund after carrier investigation (3-5 days)
- Damaged: Send photos to support@discreet.toys for immediate replacement
- Stolen: File a police report and we'll work with you on resolution
All packages are insured for your protection.
🔒 Privacy & Discretion
Maximum discretion is our standard:
- Plain brown or white boxes/envelopes with no logos
- Return address shows "DT Fulfillment" or "Online Order"
- No product descriptions on package or labels
- Contents not visible or identifiable from outside
- Billing shows as "DT ONLINE" on statements
Absolutely not. Your privacy is protected at every level:
- No marketing materials included in packages
- Invoices use discrete product codes, not names
- Email communications don't include product details
- We never sell or share customer information
- Delivery drivers cannot see package contents
We use industry-leading security measures:
- 256-bit SSL encryption for all transactions
- PCI-compliant payment processing
- No storage of credit card details
- Secure, encrypted customer database
- Regular security audits and updates
- Optional two-factor authentication for accounts
Yes! Many customers ship to:
- Work addresses
- Amazon lockers or pickup points
- Hotels (for travel)
- Friends' addresses (with permission)
Just ensure someone can receive the package at the delivery address.
💳 Payment Options
We accept multiple secure payment options:
- Credit/Debit Cards: Visa, MasterCard, American Express, Discover
- Digital Wallets: PayPal, Apple Pay, Google Pay
- Buy Now, Pay Later: Klarna, Afterpay, Sezzle
- Cryptocurrency: Bitcoin, Ethereum (for maximum privacy)
- Gift Cards: Our store gift cards
Absolutely. Your financial security is our priority:
- PCI DSS Level 1 certified (highest level)
- 256-bit SSL encryption on all pages
- Tokenized payment processing
- No credit card numbers stored on our servers
- Fraud detection and prevention systems
- 3D Secure authentication available
Currently, we accept one payment method per order. However, you can:
- Use gift cards combined with another payment method
- Apply store credit with any payment type
- Use discount codes with all payment methods
Payment timing depends on your method:
- Credit/Debit Cards: Charged immediately upon order confirmation
- PayPal: Instant charge through PayPal
- Buy Now, Pay Later: Per provider's terms (usually 4 payments)
- Cryptocurrency: Must be sent within 15 minutes of order
↩️ Returns & Refunds
We offer a 30-day satisfaction guarantee with conditions:
- Unopened items: Full refund within 30 days
- Defective items: Full refund or replacement anytime
- Opened items: Due to hygiene, we cannot accept returns on opened intimate products
- Accessories/Lingerie: Returnable if tags attached
Return shipping is free for defective items, customer pays for other returns.
Easy return process:
- Contact support@discreet.toys with order number
- Explain reason for return
- Receive return authorization and label
- Pack items securely in original packaging if possible
- Drop off at any shipping location
- Refund processed within 5-7 days of receipt
We'll fix it immediately:
- Contact us with order number and photo of received item
- We'll ship the correct item with express shipping at no cost
- Return the incorrect item with our prepaid label
- Receive a 15% discount code for the inconvenience
Refund timeline by payment method:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
- Store Credit: Instant upon return processing
- Buy Now, Pay Later: Per provider's policy
You'll receive email confirmation when refund is processed.
🎁 Product Information
Yes! We prioritize your health and safety:
- All products are phthalate-free
- Medical-grade silicone, ABS plastic, or stainless steel
- No toxic materials like jelly or PVC
- Products tested for safety compliance
- Clear material listings on all product pages
- Care instructions included with each item
Many products include manufacturer warranties:
- Premium brands: 1-10 year warranties
- Electronic items: Typically 1-2 years
- Non-motorized items: 30-90 day quality guarantee
- Warranty info listed on product pages
- We handle all warranty claims for you
We offer several resources to help:
- Detailed product descriptions and specifications
- Customer reviews and ratings
- Size guides and comparison charts
- Buying guides for each category
- Live chat support for personalized recommendations
- Filter options by size, material, features, price
100% authentic customer reviews:
- Verified purchase badge for confirmed buyers
- No incentivized or fake reviews
- Both positive and negative reviews published
- Review photos from real customers
- Helpful voting system to highlight useful reviews
🌟 First Time Buyers Guide
It's completely normal to feel nervous! Here's how to start:
- Start with beginner-friendly products (clearly marked on our site)
- Read our buying guides for each category
- Consider starting with something simple and non-intimidating
- Check customer reviews from other beginners
- Remember: there's no rush - explore at your own pace
- Our customer service is judgment-free and helpful
Popular beginner-friendly options include:
- Bullet vibrators: Small, simple, affordable
- Personal lubricant: Enhances any experience
- Small silicone toys: Body-safe and easy to clean
- Starter kits: Curated sets for beginners
- External stimulators: Non-intimidating starting point
Look for our "Beginner Friendly" badge on products!
Size selection made easy:
- Each product page shows exact dimensions
- Compare to common objects for reference
- Start smaller than you think you need
- Filter products by size (small, medium, large)
- Read reviews from people with similar experience levels
- Remember: bigger isn't always better!
Essential accessories for the best experience:
- Lubricant: Water-based works with all materials
- Toy cleaner: Keep products hygienic
- Storage bag: Discrete and clean storage
- Batteries/Charger: If not rechargeable
We offer starter bundles that include everything you need!
👤 Account & Membership
Join our community for exclusive perks:
- Track orders and view order history
- Save multiple shipping addresses
- Create wishlists for future purchases
- Earn reward points on every purchase
- Exclusive member-only discounts (10% off first order)
- Early access to sales and new products
- Birthday discount codes
- Product recommendations based on preferences
Earn and redeem points easily:
- Earn 1 point for every $1 spent
- 100 points = $5 off your next order
- Bonus points on your birthday (50 points)
- Double points during special promotions
- Points never expire while account is active
- Refer friends for 200 bonus points
Managing your account is simple:
- Log into your account dashboard
- Click "Account Settings"
- Update email, password, or addresses
- Manage email preferences
- View and use reward points
- Download order invoices
Yes, you have full control over your data:
- Contact support@discreet.toys to request deletion
- All personal data removed within 30 days
- Order history retained for legal requirements only
- Option to export your data before deletion
- Unsubscribe from emails without deleting account
Still Have Questions?
Our friendly customer service team is here to help!
💬 Live Chat
Available Mon-Fri 9AM-6PM EST
Click chat bubble on any page
📱 Text
1-800-XXX-XXXX
Text "HELP" to get started
📞 Phone
1-800-XXX-XXXX
Mon-Fri 10AM-5PM EST