FAQ
Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to: support@nothosaur.de
Shipping
Do you ship worldwide?
- Yes, We send products all over the world,so there’s no single postage price – If you’d like to know what delivery will cost,
add your order to the cart and enter your shipping information on the checkout page. - We’ll show you how much it will cost to ship before you place your order!
Where you ship item from?
- Customized toys will be shipped from China.
- Some signature color toys will be shipped from overseas warehouses.
- Our warehouses are located in Japan, Germany, and the United States.
What is the shipping time?
- Your order may take between 2-4 days to manufacture before it ships.
- Note: Custom orders may take slightly longer than this to process.
Where is tracking information and how long until it arrives?
- If the package ship from overseas warehouse, your order will take approximately 3-7 days to arrive after it is shipped.
- This is only an estimate of transit time if there are no delays, and actual shipping times may vary.
- This is only an estimate of transit time if there are no delays, and actual shipping times may vary.
- If the package ship from China, your order should arrive 10-15 days after being shipped (if there are no delays).
- We ask that customers please allow up to 60 days on all international orders.
- After your shipped, tracking information will usually be updated in 24-72 hours.
- You could check it on this website: https://www.17track.net/de
- If you still cannot check your tracking information, then contact us and we will assist you.
- Please note: Tracking information is typically updated daily. However, there may be a few days' delays in updates while the package is in international transport (from the international logistics to local logistics). Please be aware of this when placing your order!
Is the packaging discreet?
- We understand the need for discretion in our shipments and we make every effort to make sure your privacy is protected.
- Your order will arrive in a simple brown box.
- There is no mention of Toys on the outside of the box.
Ordering, Returns & Exchanges
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Which payment methods are accepted?
- We can accept Paypal, VISA, and Mastercard, Apply Pay, Google Pay, UnionPay, Maestro, Diners Club, Klarna, etc.
I place an order and now I want to cancel it. What do I do?
- If you have placed an order and wish to cancel it, you must notify us immediately. You must send an email to support@nothosaur.de.
- Since each of our toys, especially Custom Made ones, is handmade according to the order, it is almost impossible for us to resale your toy after it has been made. Canceled orders that have been completed but not yet shipped, we will charge a 20% production and restocking fee.
- Please contact us immediately when you decide to cancel your order. If your order has not yet begun production, we can cancel it.
- If your product has been shipped, we cannot provide a refund.
- Once your order leaves our workshop and is in transit, it cannot be canceled.
I just place an order and now I want to change to other toys. What do I do?
- 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 will not be able to change for you.
What if my address is incorrect?
- If your order has not yet been shipped, we can directly update the delivery address for you. In that case, you must notify us immediately, or you can also send an email to support@nothosaur.de.
- If your order has already been shipped, we recommend waiting for the package to arrive in the destination country before contacting the local post office to update the delivery address.
Do you accept returns and refunds?
- We Don't allow returns or exchanges due to the nature of the product.
But if you have any questions about our toys, feel free to reach out before purchasing and we can get you more pictures.
The color of the toy may exhibit slight variations from the product photos as each pour is unique. Please keep in mind that these items are handmade, and there may be slight differences from one toy to another. - If you discover any defects in the product, please contact us within 72 hours of receiving the toy and provide us with pictures or videos showcasing the issue. We will work to find a suitable solution for you.
- One of the most common mistakes that customers make is placing an order for a toy that is unsuitable size.
- We do not accept returns on orders where the customer has misjudged the size of toy; please pay close attention to the specifications of the toy when your are ordering.
- Specifications for each toy are listed in each toy’s product page.
- If you have any questions, please contact us prior to placing your order.
Just received my toys and there is a problem. What can I do?
- Any issues 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, include the total length and weight measurements. We will initiate an investigation upon receiving your email and respond within 48 hours. Any issues must be reported within 3 days, otherwise, we may not be able to honor requests for replacements, missing items, etc.
- We do not accept returns for exchanges for alternate products or refunds. For product defects or order discrepancies, please contact us at support@nothosaur.de.
How to customize toy colors?
- The Toys usually can be custom Solid color、Marble color and Fade color. etc
Due to the different Characteristics of the toys, the style of customization could vary.
You could check the specify custom style and color card on the product page.
For more information:Please check here.Got any questions? Contact us.
How to custom firmness for toys?
- They come in three varieties of firmness: soft, medium, and hard.
Choosing one of these options means that the entire toy will be custom in a single firmness.
We ship MEDIUM firmness by default. If you want to choose another hardness, please note when place your order.
I have several coupon codes. Can I use them all at once?
- No, you can only use one coupon code per order.
Other
Why is each toy unique?
- Each of our toys is handcrafted, and because the silicone is in a liquid state before it cures, even toys with the same custom color scheme will have slight variations. No two toys are 100% identical. You may notice color variations or slight marks on your toy that aren't present on others. This can be due to minor differences in our molds we use, which can affect the texture and colour effects of the toys.
Our colors are mixed by hand in batches. Once a batch is runs out, we mix a new one, which will be similar to the last batch but never identical.
Our molds can slightly expand or contract over time or wear out over time, and we periodically update our molds, which may result in slightly different sizes between different batches of toys. These differences are usually negligible. The dimensions provided on each product page are for reference only, and the actual size of the toys may vary by 5mm.
About "Available Now" toys. Toy colors might differ slightly from product images. For various reasons, toys may also have small marks, color variations, or other features not shown in the product photos. Any significant defects will be noted on the product page, so please keep in mind before ordering.
Please remember that these are handcrafted items, and slight differences between each toy are to be expected!! Thank you!
What types of lube should I use with these?
- Since the toys themselves are made of silicone, we would recommend using with water-based lubricants. We don’t recommend a specific brand because everyone is different and what we may prefer others may not.
How to contact us?
- If you have any question, please feel free to contact us via Email (support@nothosaur.de).
- You can also contact our customer service team via Twitter (@NothosaurDE or @NothosaurFR).
- We will get back to you within 48 business hours (business hours do not include weekends or holidays).
- Thank you in advance for your patience.
make contact
Do you have any questions about your order or a general inquiry?
Our customer support is available Monday to Friday: 8am-8:30pm.Average answer time: 24h