Shipping FAQs

Common questions about shipping, packaging, customs fees, and delivery times

Find answers to frequently asked questions about our shipping policies, delivery options, and international orders.

What payment methods do you accept?

We accept several payment methods through our online store:

• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Shop Pay

Need an invoice? If you’d like to pay via bank transfer or need a custom invoice (for example, with specific items or modifications), contact [e-mail]. We can send you an invoice directly for payment. If you already paid and need a commercial invoice for customs, a freight forwarder, or a reshipping service, email us with your order number and we will provide it. If you already paid and your accounts or finance team needs a PDF invoice—for example you only received a payment link, an online receipt, or email confirmation—email us with your order number or purchase order reference and we can send a PDF.

Invoice payment and production: For orders settled by an emailed invoice (including bank transfer), we queue manufacturing and fulfillment after we receive and confirm your payment. Sending an invoice or intending to pay is not the same as paid—if you are unsure whether a transfer went through, email [e-mail] with your order or invoice details.

Contact support

Email us to request a custom invoice or discuss payment options

Card payment fails or checkout doesn't offer my country

In some regions, our default card processor may decline payments or not be available. If that happens, try PayPal at checkout and enter your full shipping address—PayPal often works where cards do not.

No shipping rates or your country is missing: We ship internationally wherever our carriers support delivery; if checkout does not show your address or rates look wrong, email [e-mail] before assuming we cannot ship to you. You can also send orders to a freight forwarder or parcel-receiving address in another country—we can provide a commercial invoice when needed (see What payment methods do you accept?).

Comparing direct delivery vs a forwarder: Actual costs depend on destination, weight, and service. If you want a quote for direct shipping to your address instead of a forwarder you already entered, email us with your order number before the package ships—we can compare options and, if you change the destination, invoice any shipping balance (similar to a shipping upgrade).

Contact support

Email us with your order number or checkout issue

Why does the price change when I select a different country?

All prices on our website are listed in Canadian dollars (CAD). When you select a different country at checkout, the displayed price is automatically converted to your local currency using current exchange rates.

What this means:

• The base price of products stays the same (in CAD)
• The amount you see changes based on exchange rates for your selected currency
• Exchange rates fluctuate daily, so converted prices may vary slightly

Are duties and taxes included?

• United States: Yes. We ship Delivery Duties Paid (DDP), so import fees are included.
• Canada: No import fees apply (domestic shipment).
• Other countries: Duties and taxes are not included in the displayed price. You may owe import duties, VAT, or brokerage fees upon delivery. See Will I pay import or brokerage fees? for details by region.

If you want to see the exact CAD price, select Canada as your country during checkout. You can then estimate conversion costs using your bank’s exchange rate.

I didn't receive an order confirmation email

You should receive an order confirmation email within a few minutes of placing your order. This email confirms your order was received and includes your order number.

If you didn’t receive a confirmation email:

1. Check your spam or junk folder—order emails sometimes get filtered
2. Search your inbox for “Research and Desire” or “R+D Labs”
3. Verify the email address you used at checkout is correct

If you still can’t find your confirmation, contact us with your name, shipping address, and approximate order date. We’ll verify your order and resend the confirmation.

Contact support

Email us to resend your order confirmation

Is your packaging discreet?

Yes, all orders ship in plain, non-descript ULINE cardboard boxes with no branding or product information visible on the outside. The company name on customs slips is listed as R+D LABS.

For customs documentation, products are described in generic, safe-for-work terms:

Product	Box Size	Shipping Weight	Customs Description
OSSM Ready-to-Play	24×12×12 in	~20 lbs (9 kg)	Linear actuator with 100W servo motor and stand
OSSM DIY Kit	20×6×6 in or 22×8×8 in	~7 lbs (3.2 kg)	Servo motor installation kit with PCB
PitClamp Mini	9×5×4 in	~1 lb (0.5 kg)	Mounting bracket hardware
Deepthroat Trainer	Varies	~1 lb (0.5 kg)	Wireless distance sensor
Chastity Lockbox	Varies	~1 lb (0.5 kg)	Electronic components

View our packaging

See photos of our discreet packaging

Where do orders ship from?

All orders ship from our R&D warehouse in Toronto, Ontario, Canada.

Business address for customs forms: R+D LABS 278 Willard Avenue Toronto, ON M6S 3R2 Canada

Which courier services do you use?

We ship via UPS, Canada Post, and ChitChats depending on your location and current shipping conditions.

• United States: Most US orders ship via ChitChats, which hands off to USPS once the package crosses the border. Due to tariff-related constraints, we cannot offer FedEx or UPS delivery for most US shipments.
• Canada: Orders ship via Canada Post or UPS.
• International (EU and other regions): ChitChats is our primary carrier for affordable international delivery.
• Australia, New Zealand, and other international destinations: Orders ship via UPS for reliable tracking and delivery.

Orders containing batteries: Canada Post does not allow battery products (including lithium batteries in remotes and electronics) to be shipped internationally. If your order contains batteries, we ship via UPS regardless of the shipping option displayed at checkout. This applies to OSSM kits with wireless remotes, the Chastity Lockbox, and other products with batteries. UK, EU, and other international customers: UPS clearance and import handling charges are often higher than with economical postal-style services—see Will I pay import or brokerage fees?. Replacements and re-shipments follow the same rules: if the shipment still contains a battery, it will ship via UPS even when an earlier attempt used a different carrier.

We cannot guarantee specific carrier requests. DHL is not among our carriers—we cannot ship via DHL or to DHL Packstation, DHL Packshop, or other DHL-only addresses. See Can you ship via DHL or to a DHL Packstation?. In the United States, USPS offers Informed Delivery and package intercept services for eligible shipments.

Can you ship via DHL or to a DHL Packstation?

No. We do not ship via DHL, so we cannot deliver to DHL Packstation (Germany), DHL Packshop, or other pickup points that only accept DHL parcels.

Enter a full street address where our carriers can deliver—see Which courier services do you use?. If you need an address in another country, a freight forwarder or parcel-receiving address may work; see Card payment fails or checkout doesn’t offer my country.

Contact support

Questions about your shipping address

Do you ship internationally?

Yes, we ship globally wherever our courier partners operate. If you’re unsure whether we can deliver to your country, contact us to confirm availability.

Contact us

Ask about shipping to your location

Do you ship to Russia or Kazakhstan?

Russia: We do not ship to Russia. Orders cannot be fulfilled to Russian addresses.

Kazakhstan: Yes. We can ship to Kazakhstan (including OSSM kits and PCBs)—enter your Kazakhstan shipping address at checkout, or email [e-mail] if you need help with your order.

Contact support

Ask about shipping to your location

Do you have retail stores or in-person pickup locations?

No. We are an online-only retailer with no physical storefronts, retail partners, or in-person pickup locations—including in Canada, the United States, and Europe. We do not operate a warehouse in the European Union and have no announced plans for one. All orders ship directly from our warehouse in Toronto, Ontario, Canada.

If you’re concerned about shipping to your location, contact us before placing your order and we can discuss your options.

Contact support

Email us to discuss shipping options for your location

Can my package be seized by customs?

In rare cases, customs authorities in certain countries may seize packages containing adult products. While we use discreet packaging and generic customs descriptions (such as “electronic components” or “wireless distance sensor”), some countries have strict import regulations that may result in package seizure regardless of how items are described.

If your package is seized by customs:

• Contact us at [e-mail] with your order number
• We will issue a full refund for your purchase
• Unfortunately, any import fees or brokerage charges you paid to the carrier (such as UPS) may not be recoverable—you would need to contact the carrier directly to inquire about a refund

Countries with higher seizure risk: We cannot guarantee successful delivery to all countries. Some regions have stricter customs enforcement for adult products. If you’re unsure about importing to your country, research your local customs regulations before ordering, or contact us to discuss your options.

We cannot be held responsible for packages seized by customs authorities. If you’re concerned about customs enforcement in your country, consider shipping to an alternate address in a different country where you have access.

Contact support

Ask about shipping risks to your location

Do your products have CE marking for EU import?

The European Union requires CE marking on many finished products to confirm they meet EU safety, health, and environmental requirements. Here’s how this applies to our products:

DIY Kits (components and parts): DIY kits ship as unassembled components rather than finished products. Individual components that require CE marking—such as the power supply and PCB—already carry CE certification from their manufacturers. Unassembled parts and bare circuit boards are generally not subject to the same CE requirements as finished consumer products.

Ready-to-Play (fully assembled units): Ready-to-Play units ship as finished, ready-to-use products. We ship to the EU regularly and encounter customs issues infrequently, but finished products may receive more scrutiny from customs authorities than component kits.

If you’re concerned about EU import regulations:

• The DIY Kit may be a lower-risk option for import, as it ships as components rather than a finished product
• Research your country’s specific import requirements before ordering
• Contact us at [e-mail] if you have questions about shipping to your location

We cannot provide legal advice on import regulations. If you’re uncertain about compliance requirements in your country, consult your local customs authority or a trade compliance specialist before ordering.

Contact support

Ask about shipping options for EU customers

Will I pay import or brokerage fees?

Whether you pay import fees depends on your location:

• United States: We ship Delivery Duties Paid (DDP), which means import fees and customs duties are covered by us. You won’t pay additional fees on delivery.
• Canada: No import fees (domestic shipment).
• United Kingdom: We ship Delivery Duties Unpaid (DDU), which means you’re responsible for import duties, VAT, and any handling or brokerage fees on delivery. Brokerage (carrier clearance) depends on the carrier: economical postal-style services often keep that fee around £10 or less, but UPS—required for orders containing batteries (for example OSSM kits with the wireless remote) because other services cannot ship those internationally—often charges higher clearance/brokerage than postal delivery, in addition to VAT and any duties. Total amounts due at delivery (VAT + duties + carrier charges) can reach roughly £50 or more on a typical kit order depending on value and fees split; that is not necessarily abnormal for UPS-cleared imports. See also Which courier services do you use?.
• EU customers: We ship Delivery Duties Unpaid (DDU), which means you’re responsible for import duties and taxes on delivery. Brokerage (carrier clearance) fees depend on how your package ships: many international parcels use economical services with brokerage often in the roughly €6–8 range, but UPS shipments—required for some products with batteries, including OSSM kits with the wireless remote and the Chastity Lockbox—often incur higher brokerage, commonly on the order of €40–50, in addition to VAT and any duties. VAT may also apply.
• Other international destinations: Your shipment may be subject to import duties and/or brokerage fees. Contact your local customs authority for specific information.

EU / international carriers: Actual brokerage, clearance, and handling charges depend on the carrier and country—they can be higher than the typical ranges above. Carriers may also bill duties, VAT, and fees in separate notices (email or post), sometimes arriving days apart, which is normal for some couriers. Check payment due dates on each notice and pay on time to avoid penalties; if a due date seems wrong or mail arrived late, contact the carrier with your shipment reference. If something looks like a duplicate charge or conflicts with what we told you, email [e-mail] with your order number and copies of the carrier documents.

UK customers: Import duties and VAT typically apply when an order’s declared value exceeds £135. The declared value is the product price only—shipping costs are not included in customs calculations. If your order total is slightly above this threshold, you can place separate orders to keep each shipment under £135 and potentially avoid import duties. Note that this means paying shipping twice, so compare the costs to determine which option works best for you. If you place multiple orders for this reason, email [e-mail] with your order numbers and ask us to ship each order as its own package. That way your shipments are not combined into one delivery that could still be valued over the threshold.

EU customers: Import duties typically apply when an order’s declared value exceeds €150. If your order total is slightly above this threshold, you can place separate orders to keep each shipment under €150 and potentially avoid import duties. Note that this means paying shipping twice, so compare the costs to determine which option works best for you. If you place multiple orders for this reason, email [e-mail] with your order numbers and ask us to ship each order as its own package so they are not combined into one delivery over the threshold.

Why did my carrier send more than one bill for the same package?

For Delivery Duties Unpaid (DDU) shipments, customs duties, import VAT, and the courier’s own clearance or brokerage charges are often billed separately. You might get more than one invoice or notice (by email or post), sometimes on different days—that does not always mean you are being charged twice for the same thing.

Use the reference or tracking number on each notice to confirm what it covers. If you are unsure whether a charge is legitimate or duplicate, contact the courier first. If something still does not match what you expected from us, email [e-mail] with your order number and the carrier paperwork.

See also Will I pay import or brokerage fees?.

What HS code do you use for customs declarations?

If you need the Harmonized System (HS) code to estimate import duties or VAT, we use the following codes on customs declarations:

Product	HS Code
OSSM DIY Kit	8503.00.6500
OSSM Ready-to-Play	8503.00.6500
PitClamp Mini	8503.00.6500

These codes classify the products as electric motor parts and accessories. Your local customs authority uses the HS code along with the declared value to calculate any applicable duties and taxes.

HS codes may be interpreted differently by customs authorities in different countries. The duty rate applied to your shipment is determined by your destination country’s tariff schedule based on the declared HS code.

Will I have to pay VAT?

VAT applies to shipments to:

• European Union countries
• United Kingdom
• Switzerland
• Iceland
• Norway

If you’re unsure whether VAT applies to your order, check with your local customs authority.

Can I pay VAT at checkout?

Shopify doesn’t support VAT collection at checkout. However, if you purchase through our Etsy shop, you can pay VAT at the time of purchase.

VAT applies to customers in the EU, UK, Switzerland, Iceland, and Norway.

Etsy vs main store for OSSM and import fees

Research & Desire sells through our main store and, for some products, on Etsy. Listings are not the same on both channels. The full range of OSSM options—including Ready-to-Play (fully assembled) and DIY kit configurations—appears on our main site when we offer them. If you want a pre-assembled machine or a kit option you do not see on Etsy, check the main store or email [e-mail].

Import duties and prepaid taxes: Website orders follow Why does the price change when I select a different country? and Will I pay import or brokerage fees?. We ship Delivery Duties Paid (DDP) to the United States; for Canada there are no import fees. For most other countries, duties and taxes are not prepaid on Shopify checkout—we cannot collect destination import duties there. Etsy may collect VAT at purchase in applicable regions—see Can I pay VAT at checkout?—but other charges (duties, brokerage) can still apply depending on the shipment and destination.

Contact support

Questions about which channel to use or fees for your address

How much does shipping cost?

Shipping costs are calculated at checkout based on your destination, the products in your cart, and your selected shipping speed.

To see shipping costs:

1. Add items to your cart
2. Proceed to checkout
3. Enter your shipping address
4. Available shipping options and their costs will display before you complete payment

Shipping prices vary by region and package weight. International shipments (outside Canada and the US) typically cost more due to longer distances and customs processing.

If you want to compare shipping costs before committing to a purchase, you can view rates at checkout without completing your order. Your cart will be saved if you leave the page.

Contact support

Have questions about shipping to your location? Email us for assistance

Do you offer express shipping?

Yes! You can choose your preferred shipping speed—express, standard, or other options—during checkout.

Shipping speed only affects courier transit time (how long the package takes to travel from our warehouse to your address). It does not affect order processing time. Your order must still be processed and built before it ships. See How long does shipping take? for processing times by product type.

Can I upgrade my shipping speed after placing my order?

Yes, you can upgrade to faster shipping after checkout—as long as your order hasn’t shipped yet. Email [e-mail] with your order number and request a shipping upgrade.

How it works:

1. Contact support with your order number
2. We’ll confirm upgrade options and pricing (typically $10 USD for USPS Priority Mail for US orders)
3. We’ll send you an invoice for the price difference
4. Once you pay the invoice, we’ll upgrade your shipping method

Shipping upgrades are only available before your order ships. If your order has already shipped, the original shipping method cannot be changed.

Contact support

Email us with your order number to request a shipping upgrade

Checkout picked a shipping option I didn’t want. Can I change it?

Yes—as long as your order hasn’t shipped yet. Email [e-mail] with your order number and the shipping method you actually want (for example, a specific Canada Post or UPS service for a Canadian address).

We’ll update your shipment and adjust what you paid: if the correct option costs less, we’ll refund the difference; if it costs more, we’ll send an invoice for the balance (same idea as a shipping upgrade, but in either direction).

Canadian addresses: Multiple expedited options can appear at checkout. Review the selected service before you pay; if something looks wrong after you order, contact us as soon as possible so we can correct it before dispatch.

Contact support

Email us with your order number to change your shipping method

How long does shipping take?

Processing time varies by product type:

Product	Processing Time	Notes
OSSM Ready-to-Play	4–5 weeks	Each unit is custom-built and tested before shipping
OSSM DIY Kit	3–10 business days	Ships when parts are in stock
RADR (Wireless Remote)	3–10 business days	Ships pre-flashed with latest firmware
Other products	3–10 business days	Depends on stock availability

Ready-to-Play orders: These units are assembled, calibrated, and tested individually before shipping. When you select express shipping, the faster courier service applies once your order leaves our warehouse—not the build time. You’ll receive a shipping confirmation with tracking once your order ships.

Pre-order items have specific ship dates that depend on the product. Check the product page for estimated delivery timelines.

If your order is delayed beyond these timeframes, we’ll notify you and offer the option to cancel if you prefer.

International orders (including the UK): Total time is processing (above) plus courier transit to your address. Transit depends on the shipping option you choose at checkout—add it to the processing window for a rough estimate. Customs clearance at the destination often takes about 1–5 business days but can run longer. Import duties, VAT, and brokerage are separate; see Will I pay import or brokerage fees?.

DIY Kit vs Ready-to-Play: The 3–10 business day window applies to DIY Kits and other in-stock items. The 4–5 week window applies only to Ready-to-Play units (custom-built and tested)—do not use the Ready-to-Play timeline when estimating a DIY Kit order.

Can you guarantee my order will arrive by a specific date?

No. Published processing times are typical ranges, not commitments. Fulfillment depends on stock, kitting, and sometimes incoming components (for example electronics for OSSM kits). After your order ships, courier transit varies by service, destination, and carrier conditions—see Which courier services do you use?.

If you have a hard deadline (travel, an event, or a narrow receiving window): email [e-mail] before you order with your needed-by date and full shipping address. We can share the best current estimate; we still cannot guarantee a calendar arrival date.

Express or upgraded shipping only speeds transit after dispatch—it does not shorten warehouse processing or bypass stock waits. See Do you offer express shipping?.

Do you ship to military addresses (APO/FPO/DPO)?

Unfortunately, our courier partners are often unable to deliver to military addresses overseas (APO, FPO, and DPO addresses). These addresses route through military postal systems that many commercial carriers cannot access.

If you’re stationed overseas:

• Consider using a local non-military address if available (a friend, family member, or off-base location)
• Some forwarding services can receive packages at a civilian address and forward them to you

If you’re unsure whether we can ship to your address, contact us before placing your order and we’ll verify with our courier.

Contact support

Email us to check if we can ship to your address

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. However, UPS does not deliver to P.O. boxes for international shipments or certain service types. If your order ships via UPS and you provided a P.O. box address, the carrier may hold your package at a distribution center.

If this happens:

• For UPS international shipments, only the shipper can redirect the package—you cannot change the address yourself
• Contact us immediately at [e-mail] with your order number and an alternate street address
• We’ll work with UPS to redirect your package

To avoid delivery issues, use a physical street address (not a P.O. box) when ordering—especially for international shipments.

Can you ship to a pickup point or package locker?

Yes, we can often ship to package collection points, lockers, and parcel stations (such as Pakkeboks, Pakkeautomat, or similar services in your country). Availability depends on the carrier and your location.

How it works:

• Not all carriers support delivery to pickup points—UPS has limitations, but Canada Post and other carriers may offer this option
• Include the pickup point address as your shipping address at checkout, or contact us after placing your order to arrange delivery to a specific location

Contact support

Email us with your order number and preferred pickup location

How do I track my order?

When your order ships, you’ll receive a shipping confirmation email with tracking information. Use the tracking number provided to check your shipment status on the carrier’s website (UPS, Canada Post, or ChitChats).

After receiving your shipment email, it may take a few business days before tracking shows movement. The email is sent when we create your shipping label, but the carrier (such as ChitChats) only records scans once your package is physically received—often at their next pickup or when we drop off batches at their warehouse. If tracking still shows no activity after several business days and you are concerned, contact [e-mail] with your order number and we can confirm status.

If you haven’t received a shipping confirmation or need help locating your tracking information, contact us and we’ll provide your order status.

Contact support

Email us with your order number for tracking assistance

My order still shows 'Confirmed' and I don't have tracking. Is something wrong?

Confirmed means we received your payment and your order is in our fulfillment queue—it does not mean the package has left our warehouse. You receive tracking when we ship and send a shipping confirmation (see How do I track my order?).

How long that takes depends on the product: see How long does shipping take?. OSSM DIY kits, PCBs, and similar items ship when components are in stock and kitting is complete; during busy periods or supplier delays, an order can stay on Confirmed past the typical window. Import clearance on incoming stock (for example PCBs or other parts still arriving in Canada) can extend that wait; that is not the same as your package being held in destination customs after we ship—see My tracking shows the package is stuck in customs. Is this normal? for outbound cases. Confirmed delays are usually not specific to your country—including the EU—and are separate from destination customs (see Which courier services do you use? and Will I pay import or brokerage fees?). We email you if there is an unusual delay.

Shopping apps and order pages sometimes use different labels for the same idea—see Why does the Shop app (or another shopping app) say ‘waiting for details’?. “View your order” in your confirmation email opens Shopify’s order page; if it is blank, slow, or errors in your email app’s built-in browser, open the same link in Safari, Chrome, or Edge (or copy the URL into a full browser tab). That does not change fulfillment timing—see How long does shipping take?. If you still cannot see status or need confirmation, email [e-mail] with your order number.

Contact support

Email us with your order number to confirm status

Why does the Shop app (or another shopping app) say 'waiting for details'?

Apps such as Shop show whatever syncs from our store. Until your order has shipped and we have created a carrier tracking record, these apps often display a generic status—commonly ‘waiting for details’ or similar—because there is no shipment to attach yet.

That does not mean your order was lost. It usually means your order is still in our processing queue (for example, assembly, kitting, or waiting for stock allocation). OSSM and other builds can sit in that state for the full processing window listed in How long does shipping take?—and sometimes longer if we are clearing a backlog or waiting on parts; we will email you if there is an unusual delay.

What to trust: your order confirmation email and, when the package leaves our warehouse, the shipping confirmation with tracking (see How do I track my order?). If you are past the stated processing time for your product type or something looks wrong in your confirmation email, email [e-mail] with your order number and we can confirm status.

My US shipment seems slow or stuck in USPS tracking

Most US orders ship through ChitChats to USPS (see Which courier services do you use?). Tracking often shows several days without a new scan while the package is still moving. A new scan after a quiet period is common and usually means the shipment is still in transit, not that it is lost.

If you want to investigate locally, USPS offers Missing Mail and Informed Delivery. Those are recipient tools and are separate from the shipper investigation we can open if the package stays unaccounted for.

If tracking has no meaningful updates for two weeks or more, or USPS cannot locate the package, email [e-mail] with your order number—we can investigate on our side and help resolve a confirmed loss (see My tracking hasn’t updated for weeks. Is my package lost?).

Contact support

Email us with your order number if your US shipment is long stalled or missing

My tracking shows the package is stuck in customs. Is this normal?

Yes, customs processing delays are normal for international shipments. Once your package enters the destination country, it must clear customs before delivery can continue. Processing times vary by country and are outside our control.

Export / gateway holds (still in the sending country): Tracking may show a delay, inspection, or export gateway hold while the package is in Canada (or another origin hub) before it reaches your country. That usually means additional screening or paperwork—often routine—and is not the same as your destination’s customs clearance. High volume or extra checks can add several business days before the next scan updates.

What to expect:

• Customs clearance typically takes 1–5 business days, but can take longer
• Some countries (particularly in the EU) may experience extended processing times
• Tracking may not update while customs reviews your shipment

If your package hasn’t moved for a week or more:

1. Check your local postal service’s website for any customs notifications
2. Ensure no additional documentation or fees are required on your end
3. Contact us if you need help—we can investigate with the carrier

Contact support

Reach out if your shipment is delayed beyond expected timeframes

My tracking hasn't updated for weeks. Is my package lost?

International shipments sometimes experience extended periods without tracking updates while in transit between countries. This can happen when packages are moving between postal systems or waiting for international transport.

What to do if tracking hasn’t updated for 2 weeks or more:

1. Contact us at [e-mail] with your order number and tracking number
2. We will open an investigation with the carrier on your behalf
3. Do not wait for the postal service to resolve this on their own—as the recipient, you typically cannot open a shipper investigation yourself

If you contact your local postal service or the origin postal service (Canada Post), they will likely direct you back to us as the sender. This is normal—only the shipper can open a formal carrier investigation for a lost package. USPS domestic: You may still use USPS tools such as Missing Mail on your own; if the shipment remains missing or stalled past the timeframes above, contact us so we can act as the shipper (see also My US shipment seems slow or stuck in USPS tracking).

What happens next:

• Carrier investigations typically take 1–2 weeks to complete
• We have seen packages arrive after extended delays (3+ weeks with no tracking updates), so there is often still hope
• If the package is confirmed lost or the investigation doesn’t resolve the issue, we will offer you a re-shipment or full refund—whichever you prefer

Contact us as soon as tracking stops updating for more than 2 weeks. The sooner we open an investigation, the sooner we can resolve the issue.

Contact support

Email us with your order number to report a stalled shipment

Customs or UPS is asking me to provide additional documentation

Occasionally, customs or your carrier (such as UPS) may request additional forms before releasing your package. Common requests include Section 232 tariff forms (for shipments containing steel or aluminum components) or other trade compliance documentation.

Importer ID / tax or business identification (often shown on UPS tracking): Tracking may say that an importer’s consumer or business identification number is required for clearance, or UPS may ask for an EORI, VAT ID, national tax number, or similar. That identifies you as the importer (the recipient), not the shipper. You normally provide it directly to UPS in your country—call your local UPS or use their clearance instructions online with your tracking number so they can tell you the exact format and how to submit it.

Freight or shipping cost on the commercial invoice: If customs or UPS questions the paperwork because freight (shipping cost) is missing, shown as zero, or does not match what you paid, email [e-mail] with your order number and a copy of what the carrier sent you. We can provide the actual freight amount or documentation so clearance can use the correct customs value (goods plus shipping where applicable).

What to do (shipper-completed forms):

1. Forward the request to [e-mail]
2. Include any documents, links, or instructions you received from the carrier
3. We’ll complete the required forms and send them back to you

If the carrier provided an upload link or portal, you can submit the completed form yourself once we send it. Otherwise, let us know and we’ll submit it directly.

If the request is only for your importer or tax ID, UPS usually needs that from you; we cannot supply a personal or business tax number on your behalf. If the message is ambiguous, email us with your order number and a copy of what UPS or customs sent—we’ll confirm whether it is something we must provide.

Contact support

Email us with the customs request and we’ll provide the required documentation

My package shows delivered but I can't find it

If tracking shows your package was delivered but you haven’t received it:

Check these common locations first:

• Front porch, side doors, or back entrances
• Inside your mailbox (our packages are often small enough to fit)
• Behind planters, furniture, or other concealed spots
• With a neighbor—carriers sometimes leave packages next door
• Building lobby, mail room, or leasing office (for apartments)

Verify your shipping address:

• Review your order confirmation to ensure the address is correct
• Browser autocomplete sometimes fills in outdated or incorrect addresses

Contact the carrier:

• USPS: usps.com or 1-800-275-8777 — ask about delivery location or request GPS delivery confirmation
• UPS: ups.com or 1-800-742-5877
• Canada Post: canadapost.ca or 1-866-607-6301

Your local post office or carrier depot can often provide more details about where the package was left.

If you still can’t locate the package: Contact [e-mail] with your order number. We’ll work with the carrier to investigate and help resolve the issue.

For USPS deliveries, sign up for USPS Informed Delivery to receive delivery photos and notifications for future shipments.

The carrier tried to deliver but I wasn't home. Where is my package?

If a delivery attempt fails, carriers typically hold your package at a nearby pickup location (retail outlet, locker, or local depot) for a limited time.

How to find your package:

1. Check your email and text messages—the carrier usually sends a notification with the pickup address
2. Visit the carrier’s website and enter your tracking number for pickup location details
3. If you can’t find the notification, call the carrier’s local customer service line

Carrier contact information:

• DHL: dhl.com or call your local DHL service point
• UPS: ups.com or 1-800-742-5877
• USPS: usps.com or 1-800-275-8777
• Canada Post: canadapost.ca or 1-866-607-6301

Packages held at pickup locations are typically returned to sender after 5–10 business days. Retrieve your package promptly to avoid return shipping delays.

My package was returned to sender. What are my options?

If your package is returned to our warehouse, we’ll contact you to arrange either a re-shipment or a refund—whichever you prefer.

Why packages get returned:

• The carrier couldn’t complete delivery (address issues, recipient unavailable, customs problems)
• The package was held at a pickup location and not collected within the carrier’s holding period
• The carrier experienced delivery issues in your region

What happens next:

1. Once we receive the returned package, we’ll email you to confirm and discuss your options
2. You can choose to have the order re-shipped to the same address or an updated address
3. Alternatively, you can request a full refund

If you haven’t heard from us:

• Check your tracking—if it shows “returned to sender” or is in transit back to Canada, contact us
• We may not have received the package yet, but we can confirm its status

Re-shipments are sent at no additional cost. If you’d like the order shipped to a different address, let us know when you contact support.

Contact support

Email us with your order number to arrange re-shipment or refund

Can I cancel my order?

Yes, you can cancel your order before it ships. Email [e-mail] with your order number and we’ll process the cancellation.

There are no cancellation fees. Once cancelled, you’ll receive a full refund within 5–10 business days.

If your order has already shipped, contact support to discuss return options.

What is your return or refund policy?

Due to the intimate nature of our products, we do not accept returns for items that have been used.

However, we never want a customer stuck with a device they don’t want. If you’re unhappy with your purchase for any reason, contact [e-mail] and we’ll work with you to find a solution.

For defective or damaged items:

• Contact us with your order number and a description of the issue
• Include photos if applicable
• We’ll arrange a replacement or repair at no cost

Contact support

Email us to discuss your options

Can I add items to my order after checkout?

Yes, you can add items to an existing order before it ships. Email [e-mail] with your order number and the items you’d like to add. We’ll send you an invoice for the additional items.

Once your order has shipped, you’ll need to place a separate order for additional items.

Can I change or remove items from my order?

Yes, you can modify your order before it ships. Email [e-mail] with your order number and the changes you’d like to make. You can:

• Change product variants (size, configuration, etc.)
• Remove items from your order
• Swap one product for another

We’ll update your order and refund any price difference within 5–10 business days. If the changes result in a higher total, we’ll send you an invoice for the difference.

Once your order has shipped, we cannot modify it. Contact support to discuss return and reorder options.

Can I split my order and receive items separately?

Yes, if some items in your order are ready to ship but others are delayed (due to stock or production timelines), we can split your order and ship available items first. The remaining items will ship separately when ready.

How it works:

• Email [e-mail] with your order number and request to split the shipment
• Let us know which items you’d like shipped now versus later
• We’ll note your order and ship items in separate packages as they become available

There’s no extra shipping charge for split shipments.

Contact support

Email us with your order number to request a split shipment

Do you offer promo codes or discounts?

We sometimes run promotional or discount codes through marketing emails and limited-time campaigns. Availability varies—there is not always an active public code.

At checkout: Enter your code in the discount field before completing payment. Codes apply only to eligible items in your cart (some codes exclude certain products or require a minimum order).

Ordering multiple items: You can buy a Deepthroat Trainer, extra dildos, and other store items in one order; whether a code applies depends on that code’s rules, which are shown when the promotion is active.

If you are unsure whether a promotion is running or whether your cart qualifies, contact [e-mail].

Subscribing to marketing emails in your account email preferences is one way to hear about future codes and sales when we announce them.

I forgot to apply a discount code. Can it still be applied?

Yes! If you forgot to enter a discount or promo code at checkout, contact [e-mail] with your order number and the code you intended to use.

We’ll verify the code is valid and apply the discount to your order. You’ll receive the difference as a refund within 5–10 business days.

Discount codes must still be within their valid date range at the time of your original order. Expired codes cannot be applied retroactively.

My discount code isn't working. What should I try?

If a discount or promo code isn’t applying at checkout, try these troubleshooting steps:

1. Check the code requirements — some codes only apply to specific products, order minimums, or are limited to one use per customer
2. Verify the code hasn’t expired — promotional codes have valid date ranges and won’t work after they expire
3. Try a different browser — some mobile browsers have compatibility issues with checkout; try using a desktop browser instead
4. Clear your browser cache — cached data can sometimes interfere with checkout functionality
5. Disable browser extensions — ad blockers or privacy extensions may block checkout scripts

If the code works on desktop but not on your phone, this is a known issue with some mobile browsers. Complete your purchase on a computer for the best experience.

If you’ve tried these steps and the code still doesn’t work, contact [e-mail] with the code you’re trying to use and a screenshot of the error (if any). We’ll help resolve the issue or apply the discount manually.

Can I change my shipping address?

Yes, you can update your shipping address before your order ships. Email [e-mail] with your order number and the correct address.

If you’re unsure what address is on file, include your order confirmation code and we’ll verify it for you.

Check your order confirmation: The shipping address on that email is what we use for the label. Billing address and shipping address are separate—if billing is correct but the shipping line has a wrong postal code, apartment number, or autocomplete error, tell us before the order ships so we can fix it.

After your order has shipped: We will ask our shipping partner to correct the label when possible, but once the parcel has left our warehouse or been handed to the carrier, address or postal/ZIP code changes are often not possible—carriers may refuse updates after acceptance or while the package is mid-route.

• United States (ChitChats → USPS): Email us with your order number first; if we cannot change the label through our hub, you may still use USPS Informed Delivery, Package Intercept, or contact USPS to ask about reroute or hold for pickup—eligibility, fees, and success vary by shipment and timing.
• UPS international shipments: Only the shipper can redirect the package—contact us and we’ll coordinate with UPS on your behalf
• Other carriers: Contact us first to determine redirect options

Carrier redirect fees may apply. Contact [e-mail] with your order number and the new address.

Shipping address format: postal codes and long address lines

Couriers need a complete, valid address to print a shipping label and deliver your package. That almost always includes a postal code (or ZIP/postcode) for your country, matching how local mail is addressed.

If something is missing or unclear (for example no postal code, or an address that doesn’t validate in our shipping tools), we will email you before the order ships. Please reply promptly with the full corrected address so we can create the label.

Very long lines (building codes, stairwells, intercom numbers, etc.) sometimes exceed character limits in carrier or label software. We may ask you to shorten a line while keeping enough detail for the courier to find you—this is a system limitation, not a preference.

If we cannot obtain a verifiable address or a label the carrier will accept after reasonable follow-up (including when we don’t hear back in time), we may cancel the order and refund your payment so you can place a new order with a complete, deliverable address.

Change your address before shipping

Update your shipping address if your order has not shipped yet.

Can I change my billing address?

Unfortunately, we cannot update the billing address after an order is placed. Your payment has already been processed with the original billing information.

If you need a different billing address:

• Contact [e-mail] to cancel your order
• Place a new order with the correct billing address
• You’ll receive a full refund for the cancelled order within 5–10 business days

A mismatched billing address typically doesn’t affect shipping or customs clearance—only the shipping address determines where your package is delivered. If you’re unsure whether you need to change it, contact support and we can advise.

My order arrived with missing or damaged parts. What do I do?

Contact us and we’ll send replacement parts at no cost. Include your order number and a description of what’s missing or damaged.

For kits and hardware orders:

• Check your parts against the bill of materials (BOM) in the product documentation
• Note which specific parts are missing or damaged
• Take photos if parts arrived damaged

Common hardware (nuts, bolts, screws):

• If you need parts urgently, M3, M4, M5, and M6 fasteners are available at most hardware stores
• We’ll still send replacements if you prefer to wait

Contact support

Email us with your order number and details about missing or damaged parts

I received the wrong item (not what I ordered). What do I do?

If your shipment does not match your order—wrong product, wrong configuration, or a mix-up between similar parts (for example, the main OSSM control board versus the wired remote board)—email [e-mail] as soon as you can.

Include:

• Your order number
• What you ordered versus what you received
• Photos if parts look similar or the error is not obvious from the product name alone

We will send the correct items at no additional cost and let you know what to do with anything shipped in error (you may be asked to keep mis-shipped components when return shipping is impractical).

Contact support

Email us with your order number and details about the wrong item

My Ready-to-Play or assembled unit arrived with severe shipping damage. What should I do?

If your assembled device (such as a Ready-to-Play OSSM) arrived with significant structural damage—cracked frame parts, bent components, or visible impact damage—contact us immediately. Do not attempt to use a damaged device.

What to include in your message:

• Your order number
• Photos of the damage (packaging and device)
• Description of what’s damaged

What happens next:

• For severe damage, we’ll send a complete replacement device at no cost
• You do not need to return the damaged unit—for safety reasons, we don’t want anyone using a potentially compromised device
• You’ll receive tracking information once your replacement ships

Do not use a device that has sustained shipping damage, even if it appears to power on. Internal components or structural integrity may be compromised in ways that aren’t immediately visible.

Contact support

Email us with your order number and photos of the damage