Last Updated: July 10, 2025

1. Orders & Account Management​

Q: How long does order processing take?​​

Orders placed before 2 PM (local warehouse time) ship out within ​​48 hours​​. Custom items (e.g., engraved products) require +3 business days

​​Q: Can I modify/cancel my order?​​

Contact pueasyadulttoys@gmail.com within ​​24 hour​​ with your order #. Changes are not guaranteed once shipped.

​​Q: Why was my order declined?​​

Common reasons:

  • Age verification failed (ID not matching billing details)
  • High-risk country restriction (e.g., UAE, Saudi Arabia)1
  • Payment security trigger (use the same billing/shipping address).

2. Payment & Security​

Q: What payment methods do you accept?​​

✅ Credit/Debit Cards (Visa, Mastercard, Amex)
✅ PayPal (anonymous payment enabled)
✅ Cryptocurrency (BTC/ETH via BitPay)
❌ Cash on delivery (not available)

​​Q: Is my billing discreet?​​

Yes. Bank statements show ​​”PUEASY Adult Toys”​​ with no product details

​​Q: How do you protect my data?​​

  • Payment processing: ​​256-bit SSL encryption​​
  • GDPR/CCPA compliance: Data never sold to third parties3
  • Privacy Shield certified (US-EU data transfers).

3. Shipping & Delivery​

Q: Where do you ship from?​​

We auto-route orders to the nearest warehouse:

​​Region​Warehouse Location​
Asia-Pacific/UK/ MXShenzhen, China
AmericaChandler, US
EuropeFrankfurt, Germany

Q: What are delivery timelines?​​

  • ​​USA​​: 2–5 days (USPS/DHL/FedEx)
  • ​​EU​​: 3–7 days (DHL/PostNL)
  • ​​Global​​: 7–20 days (economy).
    Track your order here.

​​Q: Is packaging discreet?​​

✅ Plain outer box, zero branding
✅ Sender name: “PE Logistics” (US) / “Global Parcel Service” (EU)
✅ Packing slips exclude product names (only order #)

4. Returns & Refunds​

Q: Can I return opened products?​​

​​Hygiene policy​​: Unopened, factory-sealed items only. Returns require:

  • Proof of purchase
  • Original tamper-evident seal intact.

​​Q: How long do refunds take?​​

  • Credit cards: 3–5 business days
  • Crypto: 24 hours (to original wallet).

5. Product Safety & Compliance​

Q: Are your products body-safe?​​

All products:

  • FDA-compliant silicone (non-porous)
  • Phthalate-free & non-toxic
  • CE/RoHS certified (EU standards).

​​Q: How do you verify buyer age?​​

  • Mandatory ​​18+ confirmation​​ at checkout
  • Random ID checks for high-value orders (e.g., >$200)
  • Geo-blocking in youth-protected zones (per §184 JGG, Germany).

6. Data Privacy & Legal​

Q: Do you comply with GDPR?​​

Yes. We:

  • Process EU data via ​​IOSS-registered hubs​​
  • Honor robots.txt opt-outs for web data (ethical AI training)
  • Provide right-to-delete requests: pueasyadulttoys@gmail.com.

Q: Can I resell your products?​​

❌ Commercial resale prohibited without licensing.
✅ Personal gifting allowed (max 2 units).