FAQ

Do you ship worldwide?

Due to specific customs regulations, we are unable to ship to certain countries. We ask for your understanding.

Further information can be found here: https://nothosaur.de/pages/versandarten

There is no single shipping rate. If you would like to know how much shipping will cost, add your items to the cart and enter your shipping information on the checkout page. The exact shipping cost will be displayed before you place your order.

Customized toys are shipped from China, while some toys in standard colors are shipped from our overseas warehouses in Japan, Germany, and the USA.

• It may take 4 to 7 business days to prepare your order before it ships.
• Note: Custom orders may take slightly longer to process.

Yes. The customer is responsible for any Value Added Tax (VAT), import duties, or other charges imposed by their country or jurisdiction. Customers are required to pay any taxes and fees that may apply to imported goods, which naturally vary by country and region.

If you refuse to pay these fees, your package may be returned to us. We do not accept refunds after an order has been shipped unless the product is defective. Please be aware that if your package is returned to us because you refused to pay the applicable taxes or fees, you will not receive a refund, and your items will be destroyed.

• If the package is shipped from a warehouse overseas, it will take about 3-7 days after shipment for your order to arrive.This is only an estimate of transportation time unless there are delays, and actual delivery times may vary.If the package is shipped from China, your order should arrive 10-15 days after shipment (unless there are delays).
• We ask customers to allow up to 30 days for most international orders. (For some countries, such as Ukraine, Colombia, Argentina, Brazil, and Chile, due to special customs policies, we ask customers to allow up to 60 days for most international orders.) After shipment, tracking information is typically updated within 24-72 hours. You can check this on our website: https://www.17track.net/de
• If you still cannot check your tracking information, please contact us and we will help you.Please note: Tracking information is usually updated daily. However, there may be a few days delay in updating while the parcel is in international transportation (from international logistics to local logistics). Please keep this in mind when placing your order!

International logistics providers that we commonly utilize are YunExpress. Upon the package’s arrival in the destination country, it is handed over to local delivery agents for proper distribution.
As we offer a flat rate shipping option, we do incur some losses on shipping costs. We reserve the right to choose the most cost-effective shipping method, while also taking into account the timeliness and stability of the carriers. We retain the right to select shipping carriers at any time.
*If you’d like to request a specific or choose other shipping method (e.g., DHL), please contact us via email.
Email: support@nothosaur.de

We understand the need for discretion in our shipments and make every effort to ensure that your privacy is protected. Your order will be delivered in a plain brown box. There is no indication of “toy” on the outside of the box. For more details, see About Packaging.

• We accept ShopPay, Paypal, GooglePay, VISA, Mastercard, AMEX, Unionpay, Klarna etc.

• If you have placed an order and wish to cancel it, you must notify us immediately. You can send an email to support@nothosaur.de.
• Since each of our toys, especially the customized toys, is handmade according to the order, it is almost impossible for us to resell your toy after it has been manufactured.
• For canceled orders that have been completed but not yet shipped, we charge a 20% production and restocking fee.
• Please contact us immediately if you wish to cancel your order. If your order has not yet started production, we can cancel it.
• If your product has already been shipped, we cannot issue a refund and once your order has left our workshop and is on its way, it can no longer be canceled.

• In this case, you must notify us immediately. You must send an email to support@nothosaur.de or contact us via online chat.
• If your order has already been customized, we can no longer make any changes for you.

• If your order has not yet been shipped, we can update the delivery address directly for you. In this case, you must notify us immediately or send us an email to support@nothosaur.de.
• If your order has already been shipped, we recommend that you wait until the package arrives in the destination country before contacting the local post office to update the delivery address.

If your package is marked as delivered but you haven't received it, we recommend taking the following steps:
First, reach out to the shipping carrier to verify the delivery status. Sometimes packages are marked as delivered prematurely, or they may have been left in a secure location like a porch or a neighbor's house. Ask the carrier for any additional details they can provide.
If you live in an apartment building or a shared space, it's possible the package was delivered to a nearby address by mistake. Asking the carrier and checking with your neighbors could help locate the package. (Some of our customers have found their parcels this way.)
If the package is confirmed lost, request written proof of loss from the carrier. This document will be important for any further steps.
Once you have verified the loss with the carrier and obtained the necessary proof, please contact our customer service team with the details. We will work with you to resolve the issue, whether it involves sending a replacement or another solution.
While this is extremely rare, there is a possibility that your package could be lost or stolen during transit. We strongly encourage all customers to provide a secure delivery location. If your address is not secure, or if you live in an apartment or a place where multiple people may have access to your package, we recommend you select a pickup point for delivery. If you need assistance with this option, feel free to contact us for more information.
Please note: We do not provide shipping insurance for any orders and cannot cover replacements for items lost due to theft. Please ensure your delivery location is safe and reliable.We understand how frustrating this situation can be, and we are here to help ensure that your issue is resolved as quickly and smoothly as possible.

• We do not accept returns or exchanges due to the nature of the product.However, if you have any questions about our toys, please feel free to contact us before purchasing and we can provide you with more pictures.
• Toys may vary slightly from the product photos as no two castings are exactly the same.Please note that these are handmade items and may vary slightly from one toy to another.
• If you find any defects with the product, please contact us within 72 hours of receiving the toy and provide us with pictures or videos showing the problem. We will work to find a suitable solution for you.
• One of the most common mistakes is misjudging the size of the toy, we do not accept returns of orders where the customer has misjudged the size of the toy.
• Please pay close attention to the specifications of the toy when ordering.The specifications for each toy are listed on the product page of each toy.If you have any questions, please contact us before ordering.

• Any problems with an order must be reported to us within 3 days of the delivery date. Please provide pictures or videos illustrating the problem.
• For sizing issues, please include the total length and weight. We will initiate an investigation upon receipt of your email and respond within 48 hours. Any issues must be reported within 3 days or we may not be able to honor requests for replacements, missing items, etc.
• We do not accept returns for exchange for alternative products or refunds. For product errors or order discrepancies, please contact us at support@nothosaur.de.

The toys can usually be customized in Solid color, Marble color, and Fade color. Due to the different characteristics of each toy, the available customization styles may vary. You can check the custom styles and color chart on the product page. If you have any questions, please feel free to contact us.

The toy is available in three degrees of hardness: soft, medium, and hard. Selecting one of these options means that the entire toy will be customized to the same firmness. Medium firmness is the standard. If you would like a different hardness, please indicate this when ordering.

• No, only one voucher code can be redeemed per order.

Each of our toys is handmade, and because the silicone is liquid before it cures, even toys with the same custom color scheme may show slight variations. No two toys are 100% identical. You may notice subtle color variations or minor marks on your toy that are not present on others. This can be due to small differences in the molds we use, which may affect the texture and color effects of the toys.

Our colors are mixed by hand in small batches. Once a batch is used up, we mix a new one that is similar to the previous batch, but never exactly identical.

Our molds may also expand, contract, or gradually wear over time. In addition, we update our molds regularly, which may result in slight size differences between production batches.

These variations are usually negligible. The dimensions shown on each product page are for reference only, and the actual size of the toys may vary by up to 5 mm.

Please note that these are handmade items, and slight differences between individual toys are completely normal. Thank you very much!

Since the toys are made of silicone, we recommend using water-based lubricants. We do not recommend any specific brand, as preferences vary from person to person and what we like may not be suitable for others.

You can shop directly from our official websites (nothosaur.com, nothosaur.de, nothosaur.jp, nothosaur.co.kr). Our products are also available on Amazon, Ozom, and Tiktok. You can find more details and links here.

If you have any questions, you can reach us by email at support@nothosaur.de.
You can also contact our customer service team on Twitter (@NothosaurDE or @NothosaurFR).
We will get back to you within 2 business days (business hours do not include weekends or holidays).
Thank you for your patience.

• The Nothosaur Loyalty Program is a free rewards program offered on our website, nothosaur.de.
• It allows you to earn points for every purchase and redeem these points for rewards.

• For every Euro spent on nothosaur.de, you earn 1 point.
• Points will be added to your account upon order fulfilled.
• We may offer bonus point promotions.
• Separate terms and conditions will apply to each bonus points offer.

• Click on "Rewards" on the website and log in to your account to access all your points-related information.
• You can view your order history, check your points balance, redeem points for rewards and gifts, and see available benefits.
• All information will be continuously updated.

• Any product on the website qualifies for earning points.
• However, when using discounts, points will be earned based on the actual amount spent.

• Currently, Nothosaur loyalty points do not expire, allowing you to accumulate and redeem rewards over time.
• All customers (including guests) can earn points.
• Customers will be required to create an account to redeem their points.