How to clean?

A.After using the "toy" because there are a lot of secretions and lubricant residue, if it is not cleaned for a long time, it will breed bacteria, so please rinse the main part with warm water and anti-bacterial soap, and then rinse with hot water. When cleaning should prevent the switch, power supply and other places in the water, while flushing while rubbing soft with fingers, do not use a brush or acidic cleaning agent cleaning.

How to maintain the product?

A.Remember to use the end of the battery must be removed or power off, do not stay in the toy, or battery corrosion may occur! Storage can be velvet bags or dust bags to store, try to put in a cool place to adhere to dry.

Prohibited: cleaning agents containing alcohol, gasoline or acetone; avoid charging port into the water; avoid direct sunlight.

Shipping & Tracking

Q.Why isn’t my order status updated when I log into my account?

A.Please allow up to 5 business days for tracking to appear

Q.Tracking shows my label has been created, but no movement. Why is this?

A.Your shipping status may take 1-2 business day before any location updates appear. If your tracking does not update after 2 business days, please email our Resolution Team at:service@rose-toys.shop and we will research the matter further.  

Q.My package shows as “Delivered” but I never received it. What should I do?

A.Based on your location and pre-set preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbor of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our Resolution Team at :service@rose-toys.shop and we will investigate the issue further.

Q.Do you offer same day delivery?

A.Unfortunately, we do not offer same day delivery.

Returns and Exchanges

Q.Can I add/remove products from my order?

A.Please email our team at:service@rose-toys.shop for immediate assistance with your order.

Q.I am missing products from my order or product(s) in my order are damaged. What steps should I take? 

A.If any products are missing from your order or you received a product that is damaged, please reach out to support and retain all the original packaging. We request that you take photos/video of the interior and exterior of parcel for further investigation on our end. If damage is confirmed, we will refund your order amount.

Q.Can I place my order over the phone?

A.We do not accept phone orders.

Q.I noticed I entered the wrong address information and the package is now being returned to sender. What are the next steps to have my package re-shipped to me?

A.We are not responsible for this situation.

Q.My account was compromised and someone placed an order. What should I do?

A.Please email us immediately at:service@rose-toys.shop.

Payments

Q.What payment methods do you accept?

A.For U.S. orders, we accept U.S. issued VISA, Mastercard, Maestro, American Express, Visa-Electron, and PayPal. For International orders, we only accept PayPal at this time.

Q.I got charged but didn’t receive an Order Confirmation email. What’s going on? 

A.If you attempt to submit an order with varying billing and shipping addresses, our systems will revert you back to the checkout screen. At this time, you may receive a “pre-authorization” charge by your financial institution, which will appear as a temporary “charge”, however, unless you receive an Order Confirmed prompt and email, your order was not accepted. The funds that are “charged” may take 1-5 business days to automatically refund back to your account. You can contact your financial institution to learn more.

Q.Why was my credit card charged multiple times?

A.This typically occurs when users attempt to refresh the checkout page as it is processing. Please contact us at: service@rose-toys.shop if you do not see these duplicate charges removed from your account after 5 business days.