FAQs
Payment FAQs
What are the payment methods?
We accept Paypal, Visa, Mastercard, American Express, Discover, Diners Club, and Klarna.
Why won’t my credit card go though successfully?
We accept all major credit cards and PayPal. If your transaction is not going through, please double check that your credit card name, number, expiration date, and billing address are all correct.
Shipping questions
How long will it take to get my orders?
It depends on where you are. Orders processed here will take 3-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
Do you offer discreet packaging?
Absolutely. We value your privacy and ship as discreetly as possible. Your order will arrive in a standard brown shipping box.
How do I track my order?
Once your order is shipped, you will receive a shipping confirmation email with a tracking number, then entry it on the delivery company webpage to check the status.
How do I change my shipping address?
If you notice your shipping address is incorrect after placing your order, please email support@osuga.com
Can I cancel my order?
You can cancel the order before it is shipped. Once the information is sent to our shipping partner, it is difficult to stop the shipment and cancel the order. We will do our best to assist you with a cancellation, but it is difficult. Please take this into consideration when purchasing.
Returns questions
Can I return it if I don't like it?
Yes, you can return it within 30 days of the date you receive the product from OSUGA. Please make sure the items is unused, unopened, and have the original packaging seal.
How can I return the purchase items?
To start the return process, please email support@osuga.com with your order number, photos or video of the issue. Once we confirm the item isunused, unopened, and have the original packaging seal, our team will provide you with detailed instructions on how to proceed with the return and return address.
When can I expect my refund?
Once a refund is issued, funds will be reimbursed to the original form of payment within 3-5 business days.
Products questions
How long is the product warranty?
1 Year Warranty + 3 Years Product Quality Assurance
What materials are OSUGA toys made of?
All OSUGA devices are made from 100% medical grade, body-safe silicone and ABS, ensuring safety, non-toxicity, and a gentle touch. All our silicone sex toys are certified by FDA, UKCA, EU, FCC, ROHS.
I received a product but it doesn't work (the product didn't start).
Don't worry, we've added a travel lock to each device. This ensures that the product does not accidently activate during shipment and arrives in brand-new condition.
When you receive it, simply follow the instructions to switch off the travel lock (press and hold two buttons for 1.5 seconds), and your product will be ready for use.
If you're traveling, you can also activate the travel lock to prevent the device from accidentally turning on in your luggage or airport.
Are OSUGA toys waterproof?
Yes! All our toys are waterproof and easy to clean, just wipe with a little soap and then rinse it in warm water.
How loud are the products?
The noise level of our products is between 30-55 dB, similar to a soft whisper.
What if my Charging cable is broken or lost?
Please contact our customer service.
