FAQ
SHOPPING
We pay attention to each of your shopping experiences.
Where is the item shipped from?
- Custom orders are shipped directly from China. Some signature color toys will ship from one of our warehouses in Japan, Germany, or the United States, depending on availability.
How long does delivery take?
- The toys take approximately 2-4 days to produce before they are shipped. Note: It may take a little longer if it is custom made.
Where can I find the tracking information and how long does it take to arrive?
- If the package is shipped from an overseas warehouse, your order should arrive about 3-7 days after shipping.
This is an estimated shipping time only, excluding delays, and actual shipping times may vary.
- If the package is shipped from China, your order should arrive in about 10-15 days (assuming there are no delays). We ask our customers to be patient for up to 60 days for international orders.
- Tracking information is updated approximately every 24 to 72 hours after shipping. You can track the package during shipping at https://www.17track.net/de . The tracking update usually happens in the evening, which is why in individual cases the number is only visible after 24 hours after dispatch. If tracking does not work, please contact us so that we can help you.
Is the packaging discreet?
- We understand the need for discretion in our shipments and do everything we can to protect your privacy.
- Your order will arrive in a plain brown box. There is no mention of toys on the outside of the box.
Ordering, returns and exchanges
We use all major shipping companies and local courier partners. You will be asked to select a delivery method during the ordering process.
Which payment methods are accepted?
- We accept PayPal, VISA and Mastercard.
I placed an order and now want to cancel it. What should I do?
- Cancellation of the order is possible if production of the toys has not yet begun.
Once your order has been custom made, we cannot cancel your order for you.
If your product has been dispatched we cannot offer a refund. Once your order has left our factory and is being shipped, you can no longer cancel your order.
I would like to change my order? What should I do?
- In this case, you must notify us immediately. If your order has already been custom-made, unfortunately we are no longer able to change it. If not, we would suggest you cancel the original order and place a new order.
What if my address is incorrect?
- If your order has not yet shipped, we can change the shipping address directly for you.
- If your order has already been shipped, we recommend that you wait for the package to arrive at the destination courier and then contact the courier to change the delivery address. We will also track the shipment tracking information for you.
Do you accept returns and refunds?
- 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 casts 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 in 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 on 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.
My toys arrived and I discovered a problem. What can I do?
- Any problem with an order must be reported within 2 days of receipt.
- Please also send us a picture or video showing the problem.
- We will check it and find a reasonable solution for you.
How to customize toy colors?
- The toy can usually be customized in either a single color, marble color, or gradient color.
- Due to the different characteristics of the toy, the style of customization may differ.
- You can view the respective customization template and color chart on the product page.check the product page.
- For more information please look here.
Do you have questions? Contact us.
How can you adjust the hardness of the toys?
- The toy comes in three levels of hardness: soft, medium and hard.
- Choosing one of these options means the entire toy will be adjusted to the same firmness.
- We ship in medium strength as standard. If you would like a different hardness, please specify this when ordering.
Other
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What types of lubricant should I use with these?
- Since the toys themselves are made of silicone, we recommend using water-based lubricants. We don't recommend any particular brand as everyone has different preferences and what we prefer others may not like.
How can you contact us?
- If you have any questions, please contact us by email (support@nothosaurtoys.com).
- You can also reach our customer service team on Twitter (@NothosaurToys).
- We will get back to you within 2 business days (business hours do not include weekends or public holidays).
We thank you 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