Frequently Asked Questions (FAQ)
Q: When do you ship my order?
🕒 All orders are shipped within 24 hours on working days!
✅ Place your order any time during weekdays, and we’ll pack and ship it within 24 hours.
📦 Fast, discreet, and reliable shipping—because we know you can’t wait! 😘
Estimated delivery time:
- 🏠 West Malaysia: 1–3 working days
- 📦 East Malaysia: 2–5 working days
- ✈️ International Orders: Please refer to [Shipping Info Page]
🚨 Please understand there might be delays during public holidays, bad weather, remote area delivery, or courier congestion 🙏
Q: What are your customer service hours?
We’re available every day (except public holidays):
🕘 9:30 AM – 12:00 PM, 1:30 PM – 6:30 PM
If we’re responding slower during busy periods, we truly appreciate your patience 💌
Q: What delivery methods do you offer?
We currently offer:
🚀 Same-day Express (limited areas)
🏪 7-11 / MyNews / FamilyMart Store Pickup
🚚 Home Delivery via J&T or DHL
👉 More info: [View full delivery options]
Q: Is the packaging discreet?
Absolutely 💯! Your privacy is our top priority.
📦 No adult content or branding on box
📮 Sender appears as a generic company name
🧾 Item name shown as “Household Goods” or “Gifts”
💳 Bank statements show only our registered company name
So shop with confidence—nobody else will know 😉
Q: What payment methods are accepted?
We support:
- 💳 Credit/Debit Card (Visa / MasterCard)
- 💰 FPX Online Banking
- 🛒 Cash on Delivery (selected areas only)
- 📱 eWallets (TNG, Boost, GrabPay)
- 🏪 7-11 or KK Mart Payment Code
Q: How do I know my order was placed successfully?
Once you place your order, you’ll receive an order confirmation email with your order ID and details.
You can also log in to your account and check under “My Orders”.
Q: Can I change or cancel my order?
If your order is still being processed, please contact our support team as soon as possible.
Already shipped?
- ❌ We can no longer modify the order.
- ✅ You may place a new order and request to cancel the previous one.
Q: How do I cancel an order?
We’ll be sad to see it go 😢
But if needed, just send us your order number and phone number, and we’ll cancel it for you.
⚠️ If the order is already shipped, you may reject the parcel or allow it to return to us.
Refunds take 5–7 working days and may be subject to processing & courier fees depending on payment method.
Q: What if my item has a defect?
Don’t worry—we’ve got your back!
✅ We offer 3-month warranty for non-human damage.
📷 Just take a photo/video of the issue
📩 Send it with your order number and contact to our customer service
We’ll guide you through testing, replacement, or return options.
Q: How do I clean and care for the product?
💧 Use with water-based lubricant only
🧼 Rinse with clean water after use
🚫 Don’t use alcohol, boiling water, or harsh detergents
☁️ Air dry and store in a cool, ventilated place
🧴 We recommend using our toy care sprays or cleaning powder for sleeves 👉 [Toy Care Products]
Q: I’m new—how do I choose the right toy?
No worries! We have a dedicated guide just for beginners 👉 [First-Time Buyer Guide]
Still unsure? Chat with our lovely support team—we’re happy to help you or your partner explore safely 💖
Q: What are the benefits of becoming a member?
Sign up for free and enjoy:
🎁 Exclusive discounts
🧾 Saved order history
📩 Early access to promos
💬 Fast-track customer service
✨ Your XPlaymate account also saves time during checkout—no need to enter your info again!
