Frequently asked questions about payments

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What payment methods are available?

We accept PayPal, Visa, MasterCard, American Express and Discover.

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Why couldn't my credit card be processed successfully?

We accept all major credit cards and PayPal. If your transaction was unsuccessful, please carefully check that your credit card name, card number, expiration date and billing address are correct.

Frequently asked questions about shipping

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Do you offer discreet packaging?

Of course. We value your privacy and ship as discreetly as possible. Your order will be packed in a standard brown shipping box.

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How can I track my order?

After your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can enter this number on the delivery service's website to check the status.

If you cannot find the shipping confirmation email, please check your spam folder.

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How can I change my delivery address?

If you discover that your shipping address is incorrect after placing your order, please send an email to support@osuga.com .

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Can I cancel my order?

You can cancel your order before it is shipped. Once the information is transmitted to our shipping partner, it is difficult to stop the shipment and cancel the order. We will do our best to help you cancel, but it may be difficult. Please consider this when purchasing.

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My package has not been delivered yet.

Sometimes carriers mark a package as delivered once it leaves the processing center and it may take up to 3 business days to reach you. The best way to check the status of your package is to contact the carrier directly.

Frequently asked questions about returns and refunds

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What should I do if my item is damaged, defective or incorrect?

If your order is damaged, defective or incorrect, please contact support@osuga.com and provide a detailed description of the problem and photos.

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Can I return the item if I don't like it?

For hygiene reasons, used or unsealed items cannot be returned or exchanged.

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What is your return/exchange policy?

Please note that we do not accept exchanges or returns on opened or used products. To be eligible for a refund or exchange of damaged items, you must contact us by email within 7 days of receiving the product.

Please send an email to support@osuga.com and inform us about the damage (photos are always helpful).

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How can I return an item I purchased?

We accept returns on unopened items within 30 days of purchase.

Make sure the item is unused, in its original packaging, and with the original receipt. Our customer service team will provide you with detailed return instructions.

Once we receive and inspect the returned item, we will process your refund.

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When can I expect a refund?

Once the refund is processed, the funds will be refunded to the original method of payment within 3-5 business days.

Frequently asked questions about products

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Do you offer a warranty?

Yes, we offer a 12 month warranty from the date of purchase on all toys.

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What materials are OSUGA toys made of?

All OSUGA pleasure devices are made of specially developed body-friendly medical grade silicone and ABS to ensure safety, harmlessness and a gentle feel. All products undergo rigorous quality and safety testing to ensure safe use in all intimate situations.

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Are all OSUGA toys waterproof?

Yes! All our toys are waterproof. They are also very easy to clean: just wipe with a little soap and then rinse with warm water.

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How loud are these products?

The noise level of our products is between 30 and 55 decibels, similar to a quiet whisper.

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What should I do if my charger is broken or lost?

You can buy a new charger from us. Please contact our customer service.