よくある質問
Payment FAQs
What are the payment methods?
We accept Paypal, Visa, Mastercard, American Express, Discover.
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 FAQs
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.
If you do not see the shipping confirmation email, please check your spam folder.
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 orderbefore 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.
My package was never delivered.
Carriers can sometimes mark a package as delivered when it leaves the processing center, and then can be as much as 3 business days before it arrives at your door. The best way to find out the status of your package is for you to contact the carrier directly.
Return & Refund FAQs
What if my item is damaged, defective, or incorrect?
If your order arrives damaged, defective, or incorrect, please reach out at support@osuga.com, with a detailed description of the issue, and photos.
Can I return it if I don't like it?
Due to hygienic reasons, used or unsealed items cannot be returned or exchanged.
What is your return/exchange policy?
Please note, we do not accept exchanges and/or returns for any opened or used products. To be eligible for a refund or exchange on a damaged item, you must first email us within 7 days of receiving the product.
Please send us an email at support@osuga.com to alert us of the damage (a photo is always helpful).
How can I return the purchase items?
We accept returns of unopened items within 30 days of purchase.
Ensure that the items are unused, in their original packaging, and include the original receipt. Our customer service team will provide you with detailed instructions on how to proceed with the return.
Once we receive and inspect the returned items, we will process your refund.
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.
Product FAQs
Do you provide a warranty?
Yes, we do offer a 12 month warranty from date of purchase for all our toys.
What materials are OSUGA toys made of?
All OSUGA pleasure devices are made of specially engineered medical grade, body-safe silicone and ABS, ensuring safety, non-toxicity, and a gentle touch. All products undergo rigorous quality and safety testing, ensuring safe use on all intimate occasions.
Are all OSUGA toys waterproof?
Yes! All our toys are waterproof. Also, they are super 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?
You can purchase a new charging cable from us. Please contact ourcustomer service.