FAQ - Shopping Guide, Ordering & Shipping | Discreet Toys

Frequently Asked Questions

Everything you need to know about shopping, ordering, shipping, and privacy

🛒 Ordering Process

How do I place an order?

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.

Can I order without creating an account?

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
Can I modify or cancel my order?

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.

How do I track my order?

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

🚚 Free Shipping: We offer free standard shipping on orders over $59. Express and overnight options available at checkout.
What are the shipping options and costs?

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.

Do you ship internationally?

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
Can I ship to a P.O. Box or APO/FPO address?

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).

What if my package is lost or damaged?

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

🔐 Your Privacy Guaranteed: We understand discretion is paramount. Every aspect of your order is handled with complete confidentiality.
How discreet is the packaging?

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
Will anyone know what I ordered?

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
How do you protect my personal information?

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
Can I use a different shipping name/address?

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

What payment methods do you accept?

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
Is my payment information secure?

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
Can I use multiple payment methods?

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
When is my card charged?

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

What is your return policy?

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.

How do I return an item?

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
What if I received the wrong item?

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
How long do refunds take?

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

Are all products body-safe?

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
Do products come with warranties?

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
How do I choose the right product?

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
Are the product reviews real?

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

💜 Welcome! New to adult toys? You're in the right place. We make your first purchase comfortable, discreet, and enjoyable.
I'm nervous about my first purchase. Any advice?

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
What should I buy as a beginner?

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!

How do I know what size to get?

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!
What else do I need besides the toy?

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

What are the benefits of creating an account?

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
How do reward points work?

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
How do I update my account information?

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
Can I delete my account?

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!

📧 Email

support@discreet.toys

Response within 24 hours

💬 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