FAQ
- Below are some common questions from our customers before purchasing the design.
- If you have any further questions, simply send them to: support@nothosaur.de
Shipping
Do you ship worldwide?
- Yes, we ship products all over the world, so there is no single postage price - If you want to know how much shipping will cost, add your order to your cart and enter your shipping information on the checkout page and we'll show you how much shipping will cost before you place your order!
From where do you ship the item?
- Customized toys are shipped from China and some toys in special colors are shipped from overseas warehouses in Japan, Germany and the USA.
How long does the delivery take?
- It may take 2-4 days for your order to be manufactured before it is shipped Note: Custom orders may take slightly longer to process.
Where is the tracking information and how long does the delivery take?
- 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 60 days for all international orders.After shipment, tracking information is usually updated within 24-72 hours.You can check this on this 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!
Is the packaging discreet?
- 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.About Packaging.
- There is no indication of “toy” 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 order process.
Which payment methods are accepted?
- We accept Paypal, VISA and Mastercard, Apply Pay, Google Pay, UnionPay, Maestro, Diners Club, Klarna etc.
I have placed an order and would now like to cancel it. What do I have to do?
- 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.
I would like to change my order? What should 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 can no longer make any changes for you.
What if my address is wrong?
- 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.
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 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.
My toys have arrived and I have noticed a problem. What can I do?
- 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.
How can you customize the toy colors?
- The toys usually can be custom Solid color、Marble color and Fade color.
- Due to the different characteristics of the toys, the style of customization might vary.
- You can check the custom style and color chart on the product page.
- Do you have any questions? Please feel free to contact us.
How can you customize the firmness of toys?
- 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 in the same firmness.
- We ship in medium firmness as standard.
- If you would like a different hardness, please indicate this when ordering.
I have several voucher codes. Can I redeem them all at once?
- No, only one voucher code can be redeemed per order.
Other
Why is every toy unique?
- Each of our toys is handmade and because the silicone is liquid before curing, even toys with the same custom color scheme may have slight differences.
- No two toys are 100% identical. You may notice color variations or slight stains on your toy that are not present on others. This may be due to slight differences in the molds we use, which can affect the texture and color effects of the toys.
- Our colors are mixed by hand in batches. Once a batch is used up, we mix a new one that is similar to the last batch, but never identical.
- Our molds may expand or contract slightly over time or wear out over time. We also update our molds regularly, which can lead to slightly different sizes between different batches of toys.
- These differences are usually negligible. The dimensions shown on each product page are for reference only and the actual size of the toys may vary by 5mm.
- Please note that these are handmade items and slight differences between individual toys are to be expected!!! Thank you very much!
What types of sex lubricant should I use with these?
- As the toys themselves are made of silicone, we recommend using water-based lubricants.
- We do not 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@nothosaur.de).
- You can also reach 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.”
Loyalty Program
What is the Nothosaur Lotalty Program?
- 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.
How do I earn points?
- 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.
Where can I find all my loyalty account information?
- 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.
Which types of products earn loyalty points?
- Any product on the website qualifies for earning points.
- However, when using discounts, points will be earned based on the actual amount spent.
What is the validity period of the points?
- 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.
Contact us
- Do you have questions about your order or a general inquiry?
Our customer support is available Monday to Friday: 8am-8:30pm.Average answer time: 24h