Questions & Answers
Write us an e-mail via the form, or just send us an e-mail directly at.
PAYMENT METHODS
Q: What types of payment methods do you accept?
We offer a variety of payment options:
PayPal: This is our primary payment method. You can use your PayPal account or pay with a credit or debit card via PayPal, even without an account.
PayPal Invoice: If you encounter any issues with your payment, we can send you a PayPal invoice to your email. Simply follow the instructions in the email to complete your payment.
Bank Transfer: This option is ideal for larger payments. Please note that any bank fees incurred are your responsibility.
Western Union: A reliable choice for sending money internationally, especially if online payments aren’t feasible.
Q: How can I change my payment method?
You can change your payment method in your account settings. If you encounter any difficulties, please reach out to our customer service team for help.
Q: Is my information safe when I order from your site?
Absolutely! We prioritize your data security. Our website employs advanced encryption technologies to safeguard your personal and financial information.
Q: How secure is my personal and payment information on your website?
We utilize industry-standard encryption to ensure your information is protected. Your privacy and security are our top priorities.
Q: Can I use multiple payment methods for an order?
At this time, we only accept one form of payment per order. If you have specific circumstances, please reach out to our customer service team for assistance.
TRACKING
Q: How can I track my order?
We offer an online order tracking system on our website. Simply log in to your account dashboard to view your order status.
For more details on tracking your orders, please click on How To Track Your Orders.
Q: Can I receive updates on my order status?
Of course! You can easily check your order status by logging into your account on our website or by reviewing the tracking emails we’ve sent. If you haven't seen any tracking emails, please check your SPAM folder and mark our emails as "Not Spam" to ensure that future updates reach your inbox.
VALUE ADDED SERVICE
Q: Do you provide private label services?
Yes, we offer private labeling for a variety of products. We also provide logo customization via stickers for select items. To take advantage of this service, simply upload your logo when placing your order. We will print it on high-quality stickers and apply them to the product packaging, giving it a polished look without direct printing.
Q: Can you assist me in selecting the right products for my business?
Absolutely! Our knowledgeable customer service team is ready to provide recommendations tailored to your specific business needs and the latest market trends. We also publish regular market trend reports to help our customers choose products that best meet demand. This way, you can easily identify and acquire "money maker" products for your business.
Q: Can I request specific products to be sourced?
Yes, we wholeheartedly welcome and appreciate product suggestions and requests from our customers. To make this process easier, please use this link to recommend products to us (you may need to log in first). As trends and popular items can change, your input is incredibly valuable. If you have a specific product in mind, don’t hesitate to reach out. We also offer custom product development, including the creation of new molds for adult toys. We believe that collaboration is mutually beneficial, and we’re eager to meet your needs.
Q: Can I place a custom order for products not listed on your website?
Yes, we welcome custom orders and encourage you to suggest products that may not be currently available. Your insights are invaluable, especially regarding trending or popular items. If there’s a specific product you’re interested in or one that’s performing well in your market, let us know through this feature or by contacting us directly. We will do our best to stock it, as we believe these collaborations benefit everyone involved.
Q: Can you provide me with a catalog of your products?
Of course! We provide a printed catalog that can be included with your order. Additionally, we have both PDF and online catalogs available. Please contact us for a copy or the direct link. Remember, our website is continuously updated with the latest products, descriptions, and images, giving you a complete view of our offerings.
Q: Do you provide white-label services?
Yes, we offer white-label services for select products. For more information, please reach out to our sales team.
Q: Can I order custom-made products?
Yes, some products can be customized. Please get in touch with our sales team for more details.
SHIPPING
Q: What shipping methods do you offer, and how long does it take to ship my order?
We provide three main shipping options:
Air Express Shipping: This method utilizes carriers like UPS and DHL. Since many of our customers need their orders quickly, we typically dispatch orders within 3-5 days after placement (excluding weekends and national holidays). Air shipping generally takes about 6-8 days, resulting in a total delivery time of approximately 7-14 days.
Standard Sea Shipping: This option offers a port-to-port service. If your order exceeds $3,000, we recommend this method to help reduce costs. Please note that sea shipping takes about 30-35 days to your seaport, and you'll need to manage customs clearance and local shipping either independently or through a broker.
Door-to-Door Sea Shipping: This service delivers directly to your doorstep. While it is more expensive than standard sea shipping, it remains more economical than air shipping. We currently offer door-to-door sea shipping in the USA, UK, EU, and Australia. This service consists of two steps: a sea journey (25-30 days) followed by local FedEx delivery in the USA (3-5 days). Please be aware that local shipping providers may vary by country.
Q:Do you offer dropshipping services?
If you are interested in sex toy dropshipping service, please contact us for more details.
Q: Do you sell to customers outside of Europe and the Americas?
Yes, we ship to numerous countries around the globe. Please refer to our shipping information page or contact us to verify if we can ship to your location.
Q: What are the shipping costs?
Shipping costs depend on the size of your order and the destination. These costs will be calculated and displayed during the checkout process.
Q: Is your shipping discreet?
Yes, we utilize discreet packaging to protect your privacy. If you have any specific packaging requests or requirements, please feel free to let us know.
Q: How are your products packaged?
Our products are packaged discreetly to ensure your privacy. For more details about our packaging, please visit our shipping and delivery page, where you can find photos that illustrate how we pack our products and orders.
Q: How does your order fulfillment process work?
After you place an order on our website, we will confirm the details, package the items, and prepare them for shipment. Once your order is dispatched, we will provide you with a tracking number. You can track the progress of your shipment through your account on our website. Additionally, we will send you email updates with tracking information until your order is successfully delivered.
Q: Can I change my shipping address after placing my order?
If you need to update your shipping address, please contact us as soon as possible. Once an order has been processed for shipping, we may not be able to change the address.
ORDER
Q: How can I quickly reorder something I've purchased before?
You can use our "Order Again" feature located in your past orders. This allows you to repurchase an entire order with just one click, saving you time. You can also add additional items to this new order. For specific products, simply click the "Add to Cart" option next to the item in your order history, making the reordering process easy and efficient. For more information, please visit the Simplify Your Reordering with "Order Again" and Easy "Add To Cart" page.
Q: What is your New Products Crowdfunding Program?
Please click on Understanding Our New Products Crowdfunding to learn more about our innovative crowdfunding program for new products.
Q: How do I place an order?
You can easily place an order through our website. Just browse our range of products, add the items you want to your cart, and proceed to checkout. We also provide text and image tutorials, along with video guides, on how to place orders for standard items, logo customization, and crowdfunding products.
Q: What types of packaging do you offer for your products?
We primarily use the following packaging options:
Display Box Blister + Insert Card: Most silicone vibrators are packaged in display boxes.
For certain lower-cost items, we may use:Aluminum Foil Bag/PVC Bag
To see the specific packaging for each product, please check the first image on its page on our website.
Q: Is there a simple way to reorder items from my previous orders?
Yes! Just go to your past orders and click the "Add to Cart" button next to any item you want to reorder. This feature makes the process quick and easy, allowing for hassle-free reordering.
Q: Can I cancel or change my order after it has been placed?
If you need to cancel or modify your order, please reach out to us as soon as possible. Keep in mind that once an order has been processed for shipping, it cannot be canceled or changed.
Q: Can I pre-order items that are not yet in stock?
Yes, we allow pre-orders for certain items. Please contact us for more details. Additionally, we’ve introduced a unique "Product Crowdfunding" feature, which enables you to access products during their initial design or production stages, aligned with the latest market trends. With a minimum order quantity (MOQ) of 30-50 pieces, you can secure these emerging best-sellers early, giving you a competitive advantage. This strategic approach not only diversifies your product range but can also enhance your sales. By collaborating with our innovative platform, you can capture a larger share of the market and increase your revenue. Take advantage of this opportunity to boost profitability and stay ahead in the market!
Q: How can I cancel my order?
If you need to cancel your order, please reach out to our customer service team as soon as possible. Keep in mind that once an order has been processed for shipping, cancellation may not be possible.
Q: Can I delay my order and have it shipped at a later date?
Yes, you can. However, please keep in mind that we can only accommodate such requests before the order has been dispatched from our warehouse.
Q: How can I tell if a product is in stock?
If a product is available, you will be able to add it to your shopping cart. If it is out of stock, the status will display "Sold Out," and the option to add it to your cart will be disabled.
Q: Are GTIN, UPC, EAN, or ASIN codes available on all of your product packaging?
Currently, most of our products are unbranded and do not feature GTIN, UPC, EAN, or ASIN codes on their packaging. This is a common practice for white-label products, focusing on the quality and functionality rather than brand identification through these codes.
Q: Why are GTIN, UPC, EAN, or ASIN codes important?
GTIN, UPC, and ASIN codes are essential for product identification across various retail and online platforms. They facilitate efficient tracking and management of inventory, ensuring that customers receive accurate and timely information about the products they buy.
Q: What is your Adult Toy Logo Customization Service?
Our Adult Toy Logo Customization Service is a digital option for customers looking to personalize their products with their names or logos, even if they cannot commit to large quantities. For more details, please click on Adult Toy Logo Customization Service.
Q: How can I switch my shopping cart from Standard to Customized?
To switch from the Standard Shopping Cart to the Customized Shopping Cart on our website, simply follow these steps:
Navigate to the Shopping Cart page where your selected items are displayed.
At the top of the cart, you will see two buttons: "Standard" and "Customized."
Click on the "Customized" button to switch to the Customized Shopping Cart, which will enable you to submit custom logo orders.
For more information, please visit the Understanding Our Shopping Carts: Standard vs. Customized Orders page.
Q: What is the minimum order quantity (MOQ)?
For most of our products, there is no MOQ; you can order as few as 1 piece. However, there is a minimum order value of US$200 for the entire order. Please refer to our Minimum Order Policy for more details.
Q: Do you provide invoices?
Yes, invoices are available for download in your account. If you need invoices in a different format, please feel free to contact us.
Q: Can I order a gift for someone else?
Yes, you can certainly send a gift to another address and manage multiple shipping addresses within your account. Just be sure to enter the correct shipping information during checkout.
Q: What happens if an item is out of stock?
If an item is out of stock, we will reach out to you to discuss your options. You can choose to wait for the item to be restocked, replace it with a different item, or cancel it from your order.
Q: Can I place an order over the phone?
We strongly recommend placing your order through our secure online website. However, if you need assistance, our customer service team is available to help you.
Q: How often do you restock products?
Restock times vary depending on the product. If an item is out of stock, you can sign up or contact us to be notified when it becomes available again.
Q: Can I change my order after it has been placed?
If you need to change your order, please reach out to our customer service team as soon as possible. However, once the order has entered the shipping process, it may no longer be possible to make changes.
Q: What if the product I want is not available on your website?
If the product you’re looking for isn’t listed, please reach out to our sales team. We may be able to arrange a special order for you.
Q: Can I change the currency on your website?
Yes, our website supports multiple currencies. You can select your preferred currency from the dropdown menu at the top of the page.
Q: Will you have GTIN, UPC, EAN, or ASIN codes available on all of your product packaging in the future?
Yes, we're pleased to announce that starting in 2024, we will be launching a new line of branded products. These products will include UPC codes on their packaging, complying with international standards for product identification. This update is designed to enhance product traceability and address the evolving needs of our customers.
NEW USER GUIDE
Q: Do I need an account to make a purchase?
Yes, you need to create an account to place orders. This allows you to track your orders, save your shipping information, and enjoy other benefits. Please create a new account here.
Q: What should I do if I forgot my account password?
You can click on the 'Forgot Password' option on the login page and follow the instructions to reset your password. Alternatively, you can use this link to reset your password.
Q:Can I order if I'm not a business owner but interested in your products?
Absolutely! You don't need to own a company to place an order with us. We actively support small enterprises and individual sellers, so there's no need for concern. Additionally, if you're new to importing products from China or have limited experience, we invite you to explore our Knowledge Hub on our blog. We believe that with the insights and knowledge we offer, you can quickly become proficient in import/export practices and consistently profit from sourcing products from China.
Q: How do I create an account?
You can create a new account by clicking here.
Q: I am a small business owner with no experience importing from China. Can I still buy from you?
Absolutely! We work with many small business owners like you and fully understand your concerns and needs. We are here to help and guide you through the entire process. Our team has extensive experience in assisting small business owners.
Q: Can I sell your products on my own website?
Absolutely! We can provide high-quality product images and CSV data to simplify the process of importing products to your website. If you need any additional resources or assistance, feel free to reach out. We're here to support you in growing your business.
Customs Tax Duties
Q: If I'm ordering from Germany or other EU countries, do I need to provide a VAT number?
Yes, for shipments to the UK and EU countries, we recommend providing your VAT or EORI number. This helps facilitate smooth customs clearance, reduces potential delays, and shortens the overall shipping time. You can enter your VAT or EORI number when registering on our website or update it in your account settings after logging in. This way, your VAT or EORI number will automatically appear on your shipping invoice.
Q: Can I get an estimate of duties and taxes before placing an order?
While we can't provide a direct estimate of duties and taxes due to the varying customs regulations and fees by country, we do offer detailed information on duty and VAT rates for different countries, along with methods to calculate these charges and the payment process.
Q: What if my order is held in customs?
Since 2010, we have been shipping to various countries and have encountered many customs-related challenges. Each time we face an issue, we address it and improve our processes to prevent future occurrences. Typically, we can identify the reason if your order is held at customs and will guide you on how to resolve it, providing any necessary documentation from our side. However, if the hold is due to unpaid import duties, it will be your responsibility to clear those payments. We're always here to assist with any customs concerns. For more information on customs and imports, please feel free to contact us.
WARRANTY
Q: What should I do if I receive a damaged product?
We aim to ensure all our products meet high quality standards, but if you receive a damaged item, please contact our customer service right away. We will work with you to resolve the issue promptly.
Q: Are your products certified?
Yes, all our products comply with international standards and certifications. You can find detailed information about the product certifications on each product's page.
Q: Do you offer any warranties on your products?
Yes, we provide warranties for our products. For more details, please refer to our Return Policy and Warranty page.
Q: What is your policy on defective products?
We maintain strict quality controls, but if a defective product does slip through, we will replace it at no additional cost to you. Please refer to our return policy for more information.
Q: Do you have a return policy?
Yes, we accept returns within a specified timeframe. Please check our return policy on our website for complete details.
Q: How do you ensure product quality?
We implement a rigorous quality control process that includes pre-production inspections and post-production checks. Additionally, we work closely with our suppliers to ensure they adhere to our quality standards.
Q: One of our customers is having trouble using a product after ordering from us. What should I do?
We care deeply about both our direct customers and yours. It’s unfortunate to hear about this issue, and we take our responsibilities seriously. If you encounter such problems, please contact us right away. We will do everything possible to address the concern and ensure both you and your customer are satisfied. Rest assured, we won’t let you bear any losses. Our goal is to help our clients succeed, so we are here to support you every step of the way.
Q: I received the wrong product. What should I do?
We apologize for the mistake. Please reach out to our customer service team as soon as possible, and we will work to resolve this issue for you.
Discounts and Offers
Q: Do you offer any extra discount programs for VIP members?
Yes, we have a rewarding VIP membership program. Here’s how it works:
VIP Tier 1: Once your cumulative order amount reaches $3,000, you will be automatically upgraded to VIP Tier 1, qualifying for an extra 3% discount on every order.
VIP Tier 2: With a cumulative order total of $5,000, you'll become a VIP Tier 2 member and enjoy an additional 5% discount on each order.
VIP Tier 3: Reaching a cumulative total of $10,000 elevates you to VIP Tier 3, where you'll receive an 8% discount on every order.
VIP Tier 4: Achieving a cumulative order amount of $20,000 makes you a VIP Tier 4 member, entitling you to a 10% discount on all orders.
Please click on VIP Member Advantages to learn more about our VIP Membership program.
Q: What should I do if my promotional code isn't working?
If your promo code isn't working, please reach out to our customer service team, and they will be happy to assist you.
Q:What discounts and offers do you provide?
Please visit this page to discover all our Exclusive Discounts and Offers.
Q: Do you offer any Limited-Time or Special Deals?
At Sextoysupply, we take pride in providing genuine Limited Offers designed to enhance your profits. Our Limited Offers are not about clearing out old inventory or selling unwanted products; they reflect our commitment to "We Boost Your Profits!" Please check the Limited Offers section on sextoysupply for more details.
Q:Do you offer volume discounts?
Yes, we provide volume-based discounts. Each product page features a discount chart according to the order quantity. As you proceed with your order, our system will automatically calculate the discounted price for you. For significantly larger orders, we offer additional discounts. Please contact us for further details.
Q: Do you offer regular discount coupons for orders?
Yes, we provide a $20 discount coupon each month for all customers, both new and returning. Each coupon can be used once per customer, and we issue new coupons every month. Additionally, we also offer special coupons to customers on an irregular basis.
Customer Service
Q: Can I trust the reviews on your website?
Absolutely! All reviews on our site are from verified purchasers. We prioritize transparency, allowing customers to share authentic feedback about our products.
Q: What should I do if my promotional code isn't working?
If your promo code isn't working, please reach out to our customer service team, and they will be happy to assist you.
Q: How can I get in touch with you if I have more questions?
You can reach out to us using the contact form on our website, or you can email or call us directly. We strive to respond to all inquiries within 12 hours on business days.
Q: I received the wrong product. What should I do?
We sincerely apologize for the mistake. Please reach out to our customer service team as soon as possible, and we will work to resolve this issue for you.
Q: Can I reserve a product that is currently out of stock?
Absolutely! Just provide us with the item number and quantity you're interested in, and we will make the necessary arrangements. Please reach out to us for reservations.
Q: What if I receive a damaged product?
If you receive a damaged product, please reach out to our customer service team right away to arrange for a return or replacement.
Q: Can you provide product images for my website?
Yes, we can provide high-quality product images for you to use on your website. Just let us know what you need, and we’ll be happy to assist you.
Q: How can I contact customer service?
You can reach our customer service team via our online chat, message form, email, or by phone. For detailed contact information, please visit our "Contact Us" page.
Q: What are your business hours?
Our online store operates 24/7. For customer service, we provide online support from Monday to Friday, 9 AM to 5 PM China Standard Time. Due to time differences with many countries, if our online support is unavailable when you reach out, please leave a message or email us. We are committed to responding within 12 hours, excluding weekends and holidays.
Q: What languages do your customer service representatives speak?
Our customer service team is proficient in both English and Chinese. If you contact us via email, we can also translate your message to read and respond accordingly.
Q: What if my question isn't listed here?
If you have any additional questions that aren't listed here, please feel free to contact us directly. Our customer service team is always ready to assist you.
Q: Can I provide feedback on a product I purchased?
Absolutely! We value customer feedback and encourage you to share your experiences with our products. You can leave a review on the corresponding product page on our website.
Q: What happens if my package gets lost in transit?
If your package is lost in transit, please contact our customer service team right away so we can assist you.
Q: How can I give feedback about my experience?
We welcome your feedback! You can share your thoughts through our contact form or by leaving a review on our website.
Q: How can I leave a review for a product I purchased?
You can leave a review on the product page of our website. We appreciate your feedback!
Q: Can you provide CSV files to help us easily import products to our website?
Yes, we can provide CSV files to facilitate the import of our products into your website. Just let us know what you need, and we’ll be glad to assist you.
Loyalty Program
Q: Do you have a loyalty program?
Yes, we offer a loyalty program that allows you to earn Cash Back with every order. This Cash Back is credited to your account and can be used as a discount on future purchases. Please click on our Cash Back Program link to learn more. Additionally, don't forget to check out our Multi-Level Referral Program.
Q: Do you have an affiliate program?
Absolutely! We offer a unique tiered affiliate system that can be more lucrative than traditional affiliate programs. If you’d like to learn about the differences and benefits of our tiered system compared to standard ones, please refer to the relevant articles in our Knowledge Hub on our blog.
Q: Do you have a referral program?
Yes, we offer a unique tiered referral program with three levels, enabling you to earn commissions from various sources. For a detailed explanation of our three-tiered referral system, please check our Multi-Level Referral Program.
New Products
Q: How often do you update your product selection?
We regularly refresh our product range to align with market trends, introducing new products at least weekly. Stay updated by checking our website frequently and keep an eye on our emails announcing new additions. Be sure to visit our New Products and Best Sellers pages often.
Q: How can I stay updated on your latest products and promotions?
Please subscribe to our newsletter. We regularly send out updates on our latest products, promotional offers, and industry news.
Q: How can I learn about upcoming product releases?
Sign up for our newsletter to stay informed about new product releases, sales, and other updates.
Q: What is your new products crowdfunding program?
Please click on Understanding Our New Products Crowdfunding to learn more about our innovative crowdfunding program for new products.
Q: Do you have a newsletter?
Yes, we have a newsletter where we share updates about new products, promotions, and helpful information. You can subscribe on our website.
Q: How do I subscribe/unsubscribe to your newsletter?
You can subscribe to our newsletter through our website. If you wish to unsubscribe, simply click the 'unsubscribe' link at the bottom of our emails.
Download
Q: How can I download invoices and packing lists from the backend?
You can navigate to the order details page in the backend, find the "Download Documents" option, and then select to print invoices and packing lists, or choose to save them as PDF documents.
Q: Can you provide CSV files to help us import products to our website more easily?
Absolutely! We provide CSV files to simplify the import of our products into your website. Just let us know the item or order numbers you need the CSV files for, and we’ll assist you promptly.
Q: Can you supply high-quality product photos for our ordered products?
Certainly! We provide high-quality images for use on your website. Just let us know the specific item numbers or order numbers for which you need photos, and we will email them to you. Please check the Access High-Quality Product Images for Your Business page to learn more.
