CUSTOMER SERVICE
Frequently Asked Questions
Find answers to common questions about shopping, orders, delivery, and product care.
Account
Do I need an account to browse?
No. You can browse without an account. Account and guest-order options will be checked again before launch.
Products
Who is SUOSENS for?
Our products are intended for adults. Please follow the age and product rules that apply where you live.
Where can I check the details of a specific product?
Start with its product page and the instructions supplied with that model. Materials, controls, charging, and water-resistance ratings can differ between products. If a detail is missing, ask us before use.
Payment & order
Can I place a real order now?
The store is still in pre-launch testing. Product pages and checkout may be visible, but live payment and fulfilment are not yet available. We will clearly update the site before accepting real orders.
How can I check my order?
Use Track Your Order with the order number and billing email from your confirmation, or sign in to My Account. Shipment tracking will be provided separately when available.
Shipping
Which countries can you deliver to?
Eligible destinations will be confirmed before launch and shown at checkout. We are currently testing the purchase flow, not promising live delivery to a particular country.
Where will my order ship from?
The planned dispatch location is Shanghai, China.
Will the parcel reveal what I ordered?
We are working toward neutral outer packaging, but its final appearance has not yet been confirmed. Carrier labels or customs forms may need to show sender and goods information. See Discreet delivery for the current status; we will update it before live orders open.
Returns & exchanges
What if my product arrives damaged or does not work?
Please email us with your order number and a description of the issue. We will explain the next steps after reviewing it. Final return and warranty terms will be published before launch.
Product usage & care
Where do I find instructions for my product?
Read the instructions supplied with your model before use. They take priority over this general guide, especially for controls, charging, cleaning, and water resistance. If the instructions are missing, contact us and include the model name.
What should I check before use?
Inspect the product, charging connection, and cable. Do not use a device that is cracked, damaged, unusually hot, or operating abnormally. Stop using it if it causes discomfort. Keep the product and its charging parts away from children.
How should I clean and store it?
Follow the cleaning method in your model’s instructions. Switch the device off and disconnect it from power before cleaning. Do not immerse it unless that model’s instructions expressly allow it. Let it dry fully before storing it in a clean, dry place away from heat and direct sunlight.
Are all SUOSENS products waterproof?
No single water-resistance claim applies to every model. Check the rating and instructions for your specific product. Do not assume that a splash-resistant device can be submerged, and never charge a device near water.
Can I use a lubricant?
Check the material and care instructions for your specific model and the lubricant label before use. If compatibility is unclear, ask us before applying it to the product.
How do you protect my privacy?
Read our Privacy Policy. For a specific privacy request, email 332906985@qq.com with “Privacy request” in the subject.