FAQs

Order

How do I order?

Shopping in our store is straightforward. Simply add items to your cart, review your order, and when you're ready to pay, our secure checkout allows you to enter your payment information with ease and confidence.

I noticed the address was incorrect. Can it be changed?

Please share the correct address first. We will verify the order status to confirm whether changes are still possible. If the order has not shipped, the address can be updated before the order is processed. If the package has already shipped, the address cannot be changed because logistics providers do not accept address modifications after dispatch. We recommend tracking your shipment and contacting the carrier directly.

I selected the wrong size/variant! Can I change it?

If you ordered the wrong product, please share the correct product details and we will check the order status to confirm whether changes are possible. If the order has not shipped, the product can be changed immediately. If the product has already shipped, changes cannot be made.

How can I cancel my order?

We support order cancellations. Please share your cancellation reason so we can continue improving our service. Within 12 hours of ordering, if the package has not been dispatched, a full refund is available with no transaction fee. After 12 hours, if the package has not been dispatched, cancellation is still possible, but a 10% transaction fee will be deducted. If the order has already shipped, cancellation is no longer available.

How do I get a promo code?

Check our homepage first — most current promotions and discount codes are listed there. For orders over $500, contact customer support for exclusive bulk-purchase discounts or tailored promo codes.

I haven't received my order confirmation email. What happened?

After an order is placed, the system normally sends an order confirmation email to the address entered during checkout. Please first check whether the email address is correct and whether the email was filtered into the spam or junk folder. If the email still cannot be found, contact us and we will help verify your order status.

What if my question is not covered here?

Contact us at customercare@touchreal.com and we will respond as soon as possible.

Payment

What payment methods do you accept?

We currently accept credit cards including VISA, MasterCard, American Express, and JCB; debit cards; PayPal; Apple Pay; Google Pay; and Klarna/Afterpay.

Are my payments secure?

Yes. Your payments are 100% secure. Information collected through orders or contact inquiries is not shared and is used only to complete your order or respond to your inquiry.

Which currencies can I shop in?

US dollars are the default currency in the store. If a local currency is unavailable, the order will be charged in USD at a competitive exchange rate.

Why can't I complete my payment?

Please double-check that your shipping and billing details are complete and correct, try a different browser, or use another payment method. If the issue continues, please contact us or your bank.

Why does my card payment fail?

Common reasons include card decline, incorrect card information, 3D Secure authentication failure, payment limits or card restrictions, temporary bank processing issues, and international card restrictions related to geography or currency. Please contact your bank or card issuer to confirm the exact cause.

What if my question is not covered here?

Contact us at customercare@touchreal.com and we will respond as soon as possible.

Product

What materials are used in your products?

Our products are made from body-safe silicone — non-toxic, hypoallergenic, and durable. Please refer to the RoHS test report on the product page for full certification details.

Are your products eco-friendly?

We prioritize sustainability and use eco-friendly materials and processes whenever possible.

A product I want is showing as sold out. What should I do?

If the desired item is still listed on the website but out of stock, contact customercare@touchreal.com. We will check availability and provide relevant product information.

How do I maintain a silicone dildo?

To extend the product lifespan: use only water-based lubricants; clean after each use with antibacterial soap and warm water; air dry completely and pat gently instead of rubbing; store in a cool, dry place; avoid extreme temperatures and direct sunlight; never bite, pierce, or expose it to sharp objects; use enough lubricant to prevent friction damage; keep ideal storage temperature between 15°C and 25°C; and use a hard-shell travel case when traveling.

What if my question is not covered here?

Contact us at customercare@touchreal.com and we will respond as soon as possible.

Shipping & Delivery

Do you ship worldwide?

We ship to almost all countries worldwide. However, delivery is unavailable to a small number of countries, mainly due to embargoes or customs restrictions. You will be notified if we cannot ship to your location.

Where do you ship from and how long does it take to arrive?

We have warehouses in the United States. Orders are prioritized from the nearest available warehouse. If items are out of stock locally, another warehouse may be used. Standard Shipping usually takes 5–12 business days, while Express Shipping usually takes 2–5 business days and requires an additional cost. The most accurate delivery time is shown in your order shipping details.

Can I track my order?

Yes. Once your order ships, you will receive a tracking number by email. Most tracking numbers can be checked through the TouchReal order tracking page or 17track.net.

Will I be charged taxes or import fees?

The tax and duty policy varies by region. US and UK customers receive entirely tax-free shipments. For Canada, EU countries, and Australia, Standard Shipping has no additional taxes or duties, while Express Shipping may incur partial import duties. Customers in other countries should review local tax regulations or contact support. If unexpected delivery fees occur, please contact us immediately.

Which couriers will be used for delivery?

Courier companies may include DHL, FedEx, UPS, USPS, and local shipping carriers available in the destination country.

Why is my order delayed?

Once a package has shipped, the delivery address cannot be modified. We recommend tracking your package through the logistics link and contacting the carrier directly, as they may be able to help reroute it.

My package has been shipped, but I entered the wrong address. Can I still update it?

We aim to deliver within standard timeframes, but delays may occur due to factors beyond our control. If delays happen, we will try to notify you in advance. If your order is overdue and there are no updates, please contact support so we can investigate.

My tracking shows "Delivered" but I haven't received my package.

Please first check around your property or building entrance and ask family members or neighbors, as a neighbor or household member may have accepted it on your behalf. If you still cannot locate your package, please contact customercare@touchreal.com so we can investigate and help resolve the issue.

I am missing an item from my order. What should I do?

Your order may have been split into multiple packages for faster delivery — please check your email for separate tracking updates. If the missing item is confirmed as not shipped, we will dispatch it immediately. Please share photos of the outer box and shipping label to support the investigation and contact customercare@touchreal.com.

What if my question is not covered here?

Contact us at customercare@touchreal.com and we will respond as soon as possible.

Refund, Returns & Exchange

What if my product arrives damaged, defective, or incorrect?

Please submit photos or videos of the issue to our support team for verification. Once confirmed, we will assess the case and offer a resolution such as a refund, replacement, or another solution based on the product condition. We prioritize quick and fair after-sales resolutions.

How do I return my order?

Online orders can be returned within 48 hours of delivery. To start the process, please notify us at customercare@touchreal.com. Before proceeding, check the Returns & Exchanges Policy page to confirm eligibility and follow the detailed instructions.

What are the conditions for returning my product(s)?

Returns must be requested within 48 hours of receiving the order. Items must be unused and unworn, in the same condition as received, unwashed, not put in a dryer, clean and odor-free, free from pet or human hair, not stained, damaged, or altered, and the packaging box must be in good condition with all original tags intact.

When will I get my refund?

After the return is received and inspected, we will email you to confirm receipt of your return and notify you whether the refund has been approved or rejected. If approved, the refund will be issued to your original payment method within 1–2 days. If the refund has not arrived, please check your bank account again, contact your credit card company, and then contact customercare@touchreal.com if the issue remains unresolved.

Can I exchange my product(s)?

Yes, exchanges are possible but subject to conditions. Please check the return policy to confirm eligibility. If the product meets the return criteria, we can accept the return and send a replacement of a similar price after receiving the returned item. If the product does not meet the return conditions, an exchange cannot be processed.