Order Privacy and Discreet Packaging
Q1: Will the package display "WOLFTOYZ" or adult product terminology?
A: No. All orders are shipped in discreet packaging, including unmarked boxes or opaque courier bags. The outer packaging and shipping labels will not display the product name, adult product terminology, or the contents of the package. Couriers cannot identify the items you purchased from the exterior.
Q2: Will "WOLFTOYZ" appear on my bank or credit card statement?
A: Your bank or credit card statement will only show the name of the designated company or payment processor; it will not list the product name or the contents of your order. The actual displayed name may vary depending on the payment method and bank. If you have any questions, please feel free to contact customer service before placing your order.
Q3: Will you protect my personal data?
A: Yes. Your name, contact details, address, and order history will only be used for payment processing, delivery, and after-sales service. We will not disclose your shopping information to unrelated third parties without your consent.
Delivery and Order Tracking
Q4: How soon will my order be shipped after placement?
A: All in-stock items are generally processed and shipped within 24 hours of payment confirmation. Processing time may be slightly extended during Sundays, public holidays, pre-sale periods, or major promotional events.
Q5: How long will it take for my order to be delivered?
A: Estimated delivery times are as follows:
- Hong Kong: Approximately 1–3 business days
- Macau: Approximately 3–5 business days
- Outside Hong Kong: Approximately 7–14 business days
Actual delivery times may be affected by region, courier arrangements, public holidays, and weather conditions.
Q6: Which courier companies do you use?
A: We arrange appropriate courier services based on the delivery destination and circumstances, including SF Express or other reliable logistics providers. We may not be able to accommodate requests for specific courier companies.
Q7: How can I track my order?
A: Once your order is shipped, the system will send you a tracking number via email, SMS, or WhatsApp. You can use this number to check the latest delivery status on the relevant courier's website.
Q8: Can I change my items or delivery address after placing an order?
A: If the order has not yet entered the packing or shipping process, we will do our best to assist with the change. Please contact customer service via instant messaging or WhatsApp as soon as possible. Once the order has been shipped, it is not possible to change the items, recipient details, or cancel the order.
Payment Issues
Q9: What payment methods does WOLFTOYZ accept?
A: Available payment methods are displayed on the checkout page, typically including credit cards and designated e-wallets. Actual options may vary based on the payment platform or promotional events.
Q10: What should I do if payment fails but my bank shows that the amount was deducted?
A: Please do not attempt to pay again immediately. Retain your transaction record or a screenshot of the payment and contact customer service for assistance. Some incomplete transactions may simply be a temporary hold by the bank; the funds are generally released automatically according to the bank's processing time.
Q11: Can I use multiple discount codes at the same time?
A: Unless otherwise stated in the promotional terms, each order can generally only use one discount code. Discount codes may also not be stackable with other discounts, package deals, or member offers.
Product Selection and Usage
Q12: How should I choose my first sex toy?
A: For first-time users, we recommend considering products that are smaller in size, simple to operate, have adjustable vibration intensity, and are made of soft materials. You can also contact our confidential customer service and tell us who it is for, your budget, and your preferences, and we will provide suitable recommendations in a non-judgmental manner.
Q13: Are the products safe? Can people with sensitive skin use them?
A: WOLFTOYZ only sells authentic products. Material and safety information is listed on individual product pages. As everyone's skin condition and sensitivity level differ, please clean the product and test it on a small area before first use. If you experience itching, redness, pain, or other discomfort after use, please stop using it immediately and seek medical advice.
Q14: Are the products noisy?
A: Noise levels vary by product, vibration mode, and intensity. Low-noise products are generally suitable for environments requiring high privacy, but actual noise levels are also affected by room environment and usage. Please refer to the noise descriptions on individual product pages.
Q15: What should I do before using the product for the first time?
A: Please read the manual before use, check that the product and accessories are complete, and clean the device according to the instructions. Rechargeable products should be fully charged first; if the product has a travel lock, you may need to unlock it before it can be turned on.
Waterproofing and Lubricant
Q16: Can I use them while showering or bathing?
A: Please check the waterproof rating on the product page or manual first:
- **IPX7 Waterproof:** Generally can be submerged in water for a short time; suitable for showering or bathing.
- **Splash-proof:** Can only withstand minor splashes; must not be completely submerged.
- **Non-waterproof:** Should avoid contact with water.
Even if a product is waterproof, ensure the product and charging port are completely dry before charging.
Q17: Which lubricant should I use?
A: If the material of the product is uncertain, we recommend using water-based lubricant as it is generally compatible with most sex toys and condoms and is easier to clean. Please check the compatibility information on the product page and the lubricant packaging.
Q18: Can silicone toys be used with silicone-based or oil-based lubricants?
A: Some silicone-based or oil-based lubricants may affect the surface and material of certain toys, so their use is not recommended unless compatibility is confirmed. Please follow the instructions provided by the product brand; if unsure, we recommend choosing a water-based lubricant.
Cleaning and Maintenance
Q19: How should I clean the toy before and after use?
A: Generally, you can use warm water and a dedicated toy cleaner, or a mild, fragrance-free soap, then gently pat dry with a clean towel and let it air dry. For non-waterproof products, do not rinse directly; follow the cleaning methods specified in the manual.
Q20: Can I use alcohol, bleach, or boiling water to disinfect?
A: Unless explicitly stated in the manual, we do not recommend using alcohol, bleach, harsh detergents, boiling water, or high-heat sterilization, as this may damage the product surface, electronic components, or waterproof structure.
Q21: How should I store my sex toys?
A: After cleaning, wait for the product to dry completely, then store it in its original storage bag or a separate, dry, and cool place. It is best to store toys of different materials separately to avoid prolonged contact, which can cause surface discoloration, deformation, or tackiness.
Q22: Can sex toys be shared with others?
A: To protect personal hygiene, we do not recommend sharing sex toys. If sharing is necessary, you should use a suitable condom, replace it with a new one for every user, and thoroughly clean the product before and after each use.
Returns and After-Sales Service
Q23: Can adult products be returned or exchanged?
A: Due to personal hygiene and safety reasons, adult products cannot be returned or exchanged once opened or used, unless a manufacturing defect is confirmed. Whether an unopened item can be returned or exchanged depends on the website's published return policy and the condition of the item.
Q24: What should I do if I receive incorrect, damaged, or missing items?
A: Please keep the product, original packaging, accessories, and shipping materials, and contact customer service within 7 days of receipt. Please provide your order number and photos or videos clearly showing the issue, and we will verify and arrange for a reshipment or replacement as soon as possible.
Q25: What qualifies as a manufacturing defect?
A: Manufacturing defects generally include products that cannot be powered on upon receipt, cannot be charged, have malfunctioning buttons, or are missing original accessories. Issues caused by improper use, accidental damage, incorrect charging, water ingress, normal wear and tear, or failure to operate according to the instructions generally do not constitute a manufacturing defect.
Q26: Does the product come with a warranty?
A: Warranty arrangements and periods depend on individual brands and products; please refer to the product page or warranty information included in the packaging. When applying for a warranty, please retain your order record, original packaging, and all accessories.
Q27: Who can I ask if I don't know how to use the product?
A: You can contact WOLFTOYZ customer service via the website's instant messaging or WhatsApp. We will provide one-on-one product guidance in a confidential, professional, and non-judgmental manner.