Enjoy our comprehensive after-sales policy!

1. Contact us.

Official customer support email: service@joyvibetoys.com.

Answer time: Responds within 24 hours on weekdays. Messages received on weekends or holidays will be responded to on the next business day.

2. Tips Before Buying.

Please read the product descriptions and specifications carefully before making a purchase. 

If you need more information about any product, contact us at service@joyvibetoys.com.

3. What Is Your Return Policy?

Due to the intimate nature of our products, we only accept returns of unopened items with intact packaging and tags to ensure they are brand new for the health, safety, and peace of mind of our customers. Once a package is opened, products are considered used and cannot be returned unless defective.

To return a product, email us pictures of the unopened package within 180 days of purchase. After confirming the status of the package, we will provide you with a return address. Return shipping is at your own expense.

Please allow up to 3-4 weeks for us to receive and process your return. For status updates, contact us at service@joyvibetoys.com.

This policy applies to, but is not limited to, the following scenarios:

1) Duplicate orders due to operator error;

2) Change of mind;

3) Purchase of the wrong product;

4) No longer needed;

5) Price issues;

4.What If an Item Is Defective?

If an item is found to be defective within 180 days of purchase, contact us with the following information. After confirming the issue, we will replace it with the same item or a product of similar value.

1) Order number, SKU of the defective item, and a brief description of the problem;

2) Pictures or a video illustrating the problem;

5. Before reporting a problem, please check the following.

1) Ensure the product is fully charged and try holding the power button for 3-5 seconds to turn it on.

2) For dildos and vibrators, make sure the product is turned on before using the remote control. Check the remote control's battery.

3) Review the product's instruction manual.

4) Do not use products while charging.

6. What If the Package Is Lost or Returned?

1) If the parcel was delivered to the destination address but not received by you, no refund will be provided.

2) If the parcel is lost in transit, we will resend the same item.

3) If the parcel was delivered to a different address, we will resend the same item.

4) If a parcel is returned due to an incorrect address or failure to collect it within the specified time, we can arrange for the item to be resent. Please note that appropriate shipping fees will apply, and the exact cost will be communicated by our customer service team.

5) If a parcel is returned due to force majeure factors such as customs returns or post office returns without reason, we will resend the same item.

6) For all details, please contact our customer service department within 30 days of purchase.

7. What If I Want to Cancel My Order?

To cancel your order, contact us at service@joyvibetoys.com within 24 hours of your purchase for a free cancellation.

In most cases, orders are processed and shipped the same day. Therefore, it may not be possible to cancel an order once it has been submitted.

If the order cannot be canceled and you do not need it, try to decline the package. If you are unable to decline the package, please follow the return policy.

After we process your refund, it will take 3-7 business days to receive it, depending on your bank's processing time.

8. What If I Receive the Wrong Product?

If you believe you have received the wrong item, contact us within 180 days of purchase with the following information:

1) Pictures of the shipping label on the package;

2) Pictures showing the SKU on the product's plastic wrap bag;

3) Pictures of the entire package and the product;

* Updates: we reserve the right to update our return/refund policy at any time to enhance your after-sales experience.