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FAQS

1.Do you ship worldwide?

A: Yes, We send products all over the world, so there’s no single postage price – If you’d like to know what delivery will cost, add your order to the cart and enter your shipping information on the checkout page. We’ll show you how much it will cost to ship before you place your order!

2.What is the shipping time?
A: Your order may take between 1-4 days to manufacture before it ships. Note: Custom orders may take slightly longer than this to process.

3.Where is the tracking information and how long until it arrives?
A: If the package ship from overseas warehouse, your order will take approximately 3-7 days to arrive after it is shipped. This is only an estimate of transit time if there are no delays, and actual shipping times may vary.

If the package ship from China, your order should arrive 10-15 days after being shipped (if there are no delays). We ask that customers please allow up to 60 days on all international orders.

After your shipped, tracking information will usually be updated in 24-72 hours. You could check it in this website: https://www.17track.net/zh-cn
If you still cannot check your tracking information, then contact us and we will assist you.

Please note: Tracking information is updated at the end of each day, so it may not be possible to track your order for up to 24 hours.

4.Is the packaging discreet?
A: We understand the need for discretion in our shipments and we make every effort to make sure your privacy is protected. Your order will arrive in a simple brown box. There is no mention of Toys on the outside of the box.

5.I placed an order and now I want to cancel it. What do I do?
A: If you have placed an order and want to cancel it, you must notify us immediately, before our item(s) have been manufactured; you can email us at help@juliettoys.com or contact us here.

Because we make each order individually, depending on the options you selected at checkout for your toy, it is almost impossible for us to resale your toy quickly once it is made. Canceled orders are almost always destroyed. Because of this, there is a 50% restocking fee on any order that gets canceled after the product is manufactured, but has not been shipped.

For this reason, we ask that you try to let us know immediately when you decide you want to cancel your order. This saves everybody's time and money. If your product has shipped, we cannot provide a refund. Once your order leaves our shop and is in transit, you cannot cancel your order.

6.I just place an order and now I want to change to other product. What do I do?
A: In this case, you must notify us immediately.
If your order has already been customized, we will not be able to change for you.
If not, we will suggest you cancel the origin order, and place a new order.

7.What if my address is wrong?
A: If your order has not been shipped, we can change the shipping address for you directly.
If your order has shipped, we recommend that you wait for the package to arrive at the destination post office and contact the post office to change the delivery address.
We will also follow up the tracking information for you. 

8.I did not get an order notification/I cannot contact you - what do I do?

A:If you used an email service that has content filters, you may experience that you cannot receive email from us. If for instance you placed an order with a .edu email address, we will likely not be able to reach you, since your service provider could consider our extension help@juliettoys.com to be 'banned' content.

Alternatively, you may have mistyped your email address during checkout, in which case we also cannot reach you.


If you think you may have been affected by this, please send us a note at help@juliettoys.com with your correct email address (not the .edu address) so we can update your order information.

9.Am I responsible for paying import taxes or other fees charged by my government?

A:Yes, the customer is responsible for paying any Value Added Tax (VAT), fees or other charges imposed by your country or jurisdiction. It is the customer's responsibility to fulfill any taxes and fees that may be applied to any imported items, which are naturally subject to change according to country and jurisdiction.

If you do not pay taxes or fees to receive your package levied by your country’s customs department, or other government agency, your package may be returned to us. We do not accept refunds once your package is shipped unless there is a defect with the product. Be aware that if your package is returned to us because you refused to pay any associated taxes or fees, you will not be refunded and your item will be destroyed.

10.Do you accept returns or refunds?
A: We Don't allow returns or exchanges due to the nature of the product. Reasons include but are not limited to:
• Items that are lost, stolen, or damaged after receipt.
• Items sold as flops.
• Wrong size/firmness/model/colors ordered by the customer (We provide extensive details in each listing. It's up to you to read the listing details provided and know what is correct for your body and tastes)
• If you have any questions about our toys, please feel free to contact us before buying, we can provide you with more pictures. Toys may vary from the product photos slightly since no two pours are exactly alike. Please remember, these are handmade items and can vary slightly from one toy to the next.

11.Just received my toys and there is a problem. What can I do?
A: Any issue with any order must be reported to us within 3 days of the date of delivery.
If you have an issue with your order/toy and it does not need to be unwrapped, please leave it wrapped & sealed. Carefully inspect your toy before unwrapping it, if you report an issue that could have been determined before unwrapping it, we cannot Cash out returns/exchanges/refunds, etc. Any problems need to be reported within 3 days, otherwise we may not accept any requests for defective products, missing items, etc. If you have any questions about the order you received, you can send an email Email help@juliettoys.com.

12.How are your toys cleaned?
A:All our toys are handcrafted with 100% medical grade platinum silicone material, non-porous high temperature resistant material. What does this mean for you? It means a lot!

Silicone is non-porous. This means that the surface doesn’t have hiding places for things like bacteria! Since silicone is non-porous, our toys are easy to clean!

You can wash them with soap and water. You can also boil them in 90° boiling water and remove them after about 3 minutes.

13.How to custom color for toys?
A: The Toys usually can be custom Single color、mixed color and Gradual color. Due to the different Characteristics of the toys, the style of customization could vary. You could check the specify custom style and color card on product page. And please note the color number when you placing an order. Got any questions? Contact us.

14.How to custom hardness for toys?
A: They come in three varieties of hardness: soft, medium and hard. Choosing one of these options means that the entire toy will be custom in a single firmness. We ship hardness: Medium by default. if you want to choose other hardness, please note when place your order.

15.Are your products body safe?
A: All the toys are made with certified edible platinum silicone. You can view our most recent testing results here.

16.What types of lube should I use with these?
A: Water based lubes are a great option for use with your toys. They are the most inert lube option for easy cleanup, and most are harmless to humans.

17.Where can I learn more about upcoming events and releases?

A:We announce all events, sales and releases on our social media. Here is a link to our twitter.

18.How to contact us.
A: If you have any question, please feel free to contact us via Email (help@juliettoys.com). You can also contact our customer service team via Twitter (@ToysJuliet). We will get back to you within 48 business hours (business hours do not include weekends or holidays). Thank you in advance for your patience.

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