Help Center

Orders can be cancelled or modified within 24 hours of placement. Please contact us immediately at service@otouch.com with your order number. Once your order has been processed or shipped, we cannot make changes.

Contact us at service@otouch.com as soon as possible with your correct address. If your order hasn't shipped yet, we can update it. If it has already shipped, we may not be able to redirect the package.

Check your spam or junk folder. If you still can't find it, contact us at service@otouch.com with your order details, and we'll resend your confirmation.

Yes, all orders are shipped in plain, unmarked packaging with no indication of the contents. Your privacy is our priority.

Standard shipping typically takes 5-10 business days. Express shipping options are available at checkout for faster delivery (2-5 business days). International orders may take 10-20 business days depending on customs processing.

We ship internationally and comply with all customs regulations. Occasionally, packages may be delayed for routine customs inspection. If your package is held, you may be contacted by customs for additional information.

Tracking updates can sometimes be delayed, especially during customs processing or in transit between facilities. If your tracking hasn't updated in 7+ days, please contact info@otouch.com with your tracking number.

First, check with neighbors or building management. Packages are sometimes left in safe locations. If you still can't locate it within 48 hours of the delivery confirmation, contact info@otouch.com immediately so we can investigate.

We accept returns of unopened, unused products within 14 days of delivery. Products must be in their original packaging with all seals intact. For hygiene and safety reasons, opened products cannot be returned unless they are defective or damaged upon arrival.

Opened products can only be returned if they are defective or damaged. In such cases, please contact service@otouch.com within 14 days with photos or video of the defect. We will arrange a replacement or refund under our warranty policy.

Once we receive and inspect your return, refunds are processed within 5-7 business days. The refund will be issued to your original payment method. Please allow an additional 3-5 business days for the funds to appear in your account.

No, we do not charge restocking fees for eligible returns. However, return shipping costs are the responsibility of the customer unless the product is defective or we made an error.

Clean your product before and after each use with warm water and mild, fragrance-free soap or a dedicated toy cleaner. Rinse thoroughly and pat dry with a clean towel. For waterproof products, you can submerge them for cleaning. Always check your product manual for specific care instructions.

We recommend water-based lubricants for all products as they are safe for all materials and easy to clean. Avoid silicone-based lubricants on silicone products unless the manufacturer specifically states it is safe, as they can degrade the material. Always check your product manual for compatibility.

Store products in a cool, dry place away from direct sunlight. Keep them in their original storage pouch or a clean, breathable bag. Store different materials separately to prevent chemical reactions. Remove batteries from battery-operated products if storing for extended periods.

For hygiene and safety, we recommend using a condom if sharing products between partners. Always clean thoroughly between uses. Some products are designed for single-user use only. Check your product manual for specific guidance.

First, ensure the product is fully charged (charge for at least 2 hours). Check that the charging cable is properly connected and the charging port is clean and dry. Try a different USB power source. If the product has a travel lock, make sure it's deactivated (refer to your manual). If it still doesn't work, contact us for warranty support.

Most rechargeable products take 1.5-2 hours to fully charge. The charging indicator light will typically change color or turn off when charging is complete. Refer to your product manual for specific charging times.

This depends on the specific product. Some models support use while charging, while others do not for safety reasons. Always check your product manual. If not specified, we recommend waiting until the product is fully charged before use.

Stop using the product immediately. Irritation can be caused by allergies to materials, insufficient lubrication, or sensitivity to certain lubricants. Clean the affected area gently and consult a healthcare professional if irritation persists. Contact us if you believe the product is defective.

Our 1-year warranty covers manufacturing defects including motor failure, charging issues, material defects, and button malfunctions. The warranty does not cover damage from misuse, improper cleaning, unauthorized modifications, or normal wear and tear.

Contact service@otouch.com with your order number, a description of the issue, and photos or video demonstrating the defect. Our team will review your claim and provide instructions for replacement or repair within 2-3 business days.

Your purchase will appear as a discreet billing descriptor on your statement. We do not use explicit company names or product descriptions. For specific billing information, please refer to our Privacy Policy.

Yes, we use industry-standard encryption and security measures to protect your personal and payment information. We never share your data with third parties for marketing purposes. Read our full Privacy Policy for details.

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods available at checkout. All transactions are processed through secure, encrypted payment gateways.

Payment declines can occur for various reasons including insufficient funds, incorrect card details, or bank security measures. Please verify your payment information and try again. If the issue persists, contact your bank or try an alternative payment method.

Yes, our checkout is fully secured with SSL encryption and PCI-DSS compliant payment processing. Your payment information is never stored on our servers and is processed directly by trusted payment providers.