Frequently asked questions

Available payment methods are shown at checkout and may vary by country, device and order. The store currently supports card payments and may show options such as PayPal, Apple Pay, Google Pay or Link when they are available for the transaction.

Do not send payment-card numbers, security codes or account passwords to customer support.

The description shown on a bank or payment statement is determined by the selected payment provider and its current merchant settings. Because it can differ between card, PayPal and wallet payments, contact us before ordering if billing-statement privacy is important to you.

Contact us immediately through live chat, WhatsApp or [email protected]. We can only make changes before the order has been submitted to the fulfilment warehouse or carrier. Once processing or dispatch has begun, cancellation and address changes may no longer be possible.

If an incorrect address is supplied and the shipment cannot be intercepted, additional delivery costs or a failed delivery may be the customer’s responsibility. If the address error was caused by KinksterHub, we will work to correct it.

Inventory for an unpaid order may be held temporarily. The current store setting can cancel a pending unpaid order after 60 minutes. A successful payment creates a separate paid order and is not governed by this unpaid-order timer.

Use the tracking information sent after dispatch, review the order in My Account when available, or contact support with your order number and the email used at checkout.

We currently ship to destinations enabled at checkout, including the United States, Canada, the United Kingdom, supported European destinations and China. Enter the complete delivery address at checkout to confirm whether shipping is available.

Locations that are not enabled in the current shipping configuration cannot complete shipping selection at checkout.

Orders may be dispatched from China or another available fulfilment location. The dispatch country depends on the product, available inventory and destination. Products in the same order may use different fulfilment routes where necessary.

Orders are normally dispatched within three business days. Weekends, public holidays, stock verification, address problems or payment review may affect processing time.

Most orders to supported destinations in Europe and North America arrive approximately 7–15 days after dispatch. This is an estimate rather than a guaranteed delivery date. Customs processing, carrier delays, peak periods, weather and the product’s fulfilment location may affect delivery.

Yes. All shipped orders include tracking. Tracking information is sent after dispatch and after the carrier has generated the tracking record. A newly created tracking number may take time to show its first scan.

Free standard shipping is currently available on orders of US$99 or more to supported destinations in the United States, Canada, the United Kingdom and Europe. Shipping availability and the final charge are confirmed at checkout.

Current shipping charges may change, so the checkout result is the final applicable rate.

Eligibility depends on the destination and available carrier service. Enter the complete address at checkout or contact support before ordering if you need delivery to a PO Box, APO/FPO address or another special address type.

Import requirements vary by destination. The recipient may be responsible for duties, taxes, handling charges or other fees imposed by local authorities or carriers. KinksterHub cannot predict every destination’s charges. Check local requirements before ordering.

Carrier scans can pause while a shipment is moving between facilities or passing through customs. If tracking has not updated for an extended period or the estimated delivery window has passed, contact support with the order number so we can review the tracking record and, where necessary, contact the fulfilment partner or carrier.

Contact us with your order number if the delivery window has passed. We will review the tracking record and may open an investigation with the carrier or fulfilment partner. If the shipment is confirmed lost in transit, we will arrange an appropriate replacement or refund.

Check the delivery location, household members, building reception, neighbours and any carrier notice first. Contact us promptly if the package remains missing. We will review the shipment and carrier information, but the final resolution depends on the investigation outcome.

Yes. Orders are shipped in plain, neutral packaging without KinksterHub branding or product descriptions on the outside.

Required carrier, customs or address information may still appear where necessary. We do not publish a fixed customs declaration description because documentation requirements vary by shipment and destination.

No seller can guarantee what every carrier, customs authority or payment provider may display. We minimize unnecessary product and store information on the outer package, but legally or operationally required shipping information may still appear.

Please report visible shipping damage, missing contents or an incorrect item to [email protected] within 15 days of the carrier-confirmed delivery date so that we can review the packaging and fulfilment records promptly. Defects that could not reasonably have been identified within that period will be reviewed according to the product, issue, available evidence and applicable law. This reporting request does not limit mandatory consumer rights.

Do not send intimate images or videos showing the product in use. Evidence should show only the product, packaging and fault.

Depending on the issue, we may request:

• the order number;
• clear photographs of the complete item;
• close photographs of the reported fault;
• photographs of the outer packaging, shipping label or product label;
• a short video showing an electronic or mechanical fault;
• a photograph of all received contents when an item or accessory is missing.

Submitting evidence does not automatically guarantee a refund. Our team will review the evidence, product condition, order record and fulfilment information before deciding the appropriate resolution.

Depending on the verified issue and available stock, we may offer a replacement, refund or another appropriate resolution. When we require a return for a verified quality or fulfilment issue, KinksterHub will provide instructions and cover reasonable authorized return-shipping costs.

Do not send an item back without return authorization.

Due to the personal and hygienic nature of intimate products, we do not normally accept change-of-mind returns. Where applicable law provides a right to return an eligible unopened item, the product must remain unused and its hygiene or tamper-evident seal must be intact.

This policy does not limit mandatory consumer rights that apply in a customer’s country or region. Contact support for authorization before returning any item.

“Unopened” means that the product has not been used or brought into contact with the body and that its product packaging, hygiene seal or tamper-evident seal remains intact. Opening the outer shipping carton alone does not count as opening the product.

These conditions apply to a change-of-mind return that KinksterHub agrees to accept or that is required by applicable law. They do not prevent review of a verified defect, shipping damage or fulfilment error.

Products without a consistent hygiene seal will be assessed individually according to their packaging, condition and applicable law.

Choosing an incorrect size is not considered a product defect. Products cannot normally be returned or exchanged solely because the selected size does not fit. Review all listed measurements before ordering and contact us if you need help interpreting the dimensions.

If the dimensions of the item received materially differ from those shown on the product page, contact us within 15 days with photographs and measurement evidence. We will review this as a product-information or fulfilment issue.

Contact support with the available evidence. Issues that could not reasonably have been identified during the initial 15-day reporting period will be reviewed individually, subject to applicable law, the product, the type of issue and the available evidence.

After a refund is approved and issued, the payment provider and bank control the final posting time. Processing times vary by payment method. We will confirm when the refund has been submitted, but we cannot guarantee the exact date on which a bank displays it.

Start with the dimensions on the individual product page. Depending on the product, relevant measurements may include internal diameter, usable length, base-ring diameter, circumference, cylinder dimensions or accessory compatibility.

Measure according to the product-specific guidance and compare the result with the listed dimensions. Do not choose only from labels such as Small, Standard or Large because those labels are not consistent across all products.

No. We can help explain the listed product dimensions and options, but we cannot assess an individual’s anatomy, medical suitability, comfort or exact fit remotely.

Send the product URL, the variation you are considering and the relevant measurements requested on that product page. Do not send intimate photographs. A written measurement is normally enough for us to explain the listed options.

No. Product pages and guides provide general educational and purchasing information. They are not medical advice, diagnosis or treatment. Consult a qualified healthcare professional if you have a medical condition, reduced sensation, circulation concerns, an injury, an implanted device or another reason to question whether a product is appropriate.

Stop immediately if you experience pain, numbness, loss of sensation, marked discoloration, unusual swelling, bleeding, breathing difficulty, skin injury, overheating, electrical malfunction or another unexpected reaction. Remove the product safely when possible and seek urgent medical help when symptoms are severe or do not resolve.

Follow the instructions supplied with the product and any product-specific care information on the page. Cleaning methods depend on material, electronics, waterproof rating and removable components.

Unless the product instructions specifically allow it, do not immerse motors, charging ports, batteries or electronic controls in water. Allow the product to dry completely before storage.

Lubricant compatibility depends on the product material. Use the manufacturer or product-page recommendation where available. When compatibility is unclear, contact support before use and test cautiously on a small non-contact area where appropriate.

No. App availability, operating-system support, Bluetooth or Wi-Fi requirements, account requirements and regional availability vary. Review the compatibility information on the product page before ordering. App services and third-party software can also change independently of KinksterHub.

Only treat a product as waterproof or water-resistant when the product page or supplied instructions explicitly state a rating or permitted cleaning method. Do not assume that a rechargeable product can be immersed.

Clean and dry the product according to its instructions, store it away from excessive heat and direct sunlight, and keep different materials separated where recommended. Keep batteries, chargers, keys, release tools and small components safely accessible and away from children.

You can contact us through:

• Email: [email protected]

• WhatsApp: https://wa.me/14422171452

Live availability and expected response times are shown in the chat window. When live support is offline, leave a message and the team can respond during the displayed support hours.

For an order issue, include the order number, checkout email and a clear description of the problem. For a product question, include the product URL and variation. For a quality issue, include the evidence requested above.

Never send account passwords, full card numbers, card security codes or intimate images.

Support information is used to respond to the request, review the relevant order or product issue and maintain necessary service records. Review the Privacy Policy for the current data-handling terms.

Contact the support team and tell us whether your question relates to a product, sizing, an order, shipping, a return or a payment. Providing the relevant product URL or order number helps us route the request.

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