Your Guide to Customer Support at Best Sex Toys Online
At Best Sex Toys Online, we understand that purchasing intimate products online is a deeply personal decision. That's why our customer support team is trained to handle every inquiry with 100% discretion, professionalism, and zero judgment. Whether you're asking about vibrator specifications, tracking a shipment, or exploring our sex robot collection, we're here to help.
What Can We Help You With?
Our support team assists with a wide range of questions. Here are the most common reasons customers reach out:
- •Product Recommendations: Not sure which product is right for you? Describe what you're looking for and our knowledgeable team will suggest the best options from our catalog — whether that's a beginner-friendly vibrator, couples toy, or body-safe lubricant.
- •Order Tracking: Once your order ships, you'll receive a tracking number via email. If you haven't received it or need an update, we can look it up instantly.
- •Returns & Exchanges: We accept returns on unopened, sealed products within 30 days of delivery. For hygiene-sealed items that have been opened, we offer exchanges for defective products only.
- •Shipping Questions: All orders ship in plain, unmarked packaging with no indication of the contents. We offer free standard shipping on orders over $79 within the continental United States.
- •Wholesale & Business Inquiries: Interested in stocking our products? We work with authorized retailers and distributors. Use the form above and select "Wholesale / Business Inquiry" as your subject.
- •Website & Accessibility: If you encounter any technical issues or have suggestions for improving our site, we want to hear from you.
Our Privacy Commitment
We take your privacy seriously at every touchpoint. When you contact us, your personal information is handled according to our strict privacy policy. Your email address is never shared with third parties, and all communication records are stored on encrypted servers. Credit card statements show a generic business name — never our store name or anything related to adult products.
For customers concerned about discreet shipping, every order arrives in a plain brown or white box with no logos, product names, or descriptions visible on the exterior. The return address uses a generic business name. Learn more about our packaging practices in our Discreet Shipping Guide.
Materials & Safety Questions
We only carry products made from body-safe materials — including medical-grade silicone, stainless steel, borosilicate glass, and ABS plastic. If you have questions about a specific product's material composition, allergen information, or care instructions, our team can provide detailed specifications directly from the manufacturer.
Response Time & Availability
We aim to respond to all inquiries within 24 hours during business days (Monday–Friday). During busy periods such as holidays and promotional events, response times may extend to 48 hours. For urgent order issues (wrong item shipped, damaged product, missing package), please include your order number in the message and we'll prioritize your case.
Frequently Asked Contact Questions
Will my inquiry appear on any billing statement?
No. Email correspondence with our support team does not appear on any billing or financial statement. Only actual purchases appear as a generic charge.
Can I get product advice before buying?
Absolutely. Our team is knowledgeable about every product we carry and can help you find the perfect match based on your preferences, budget, and experience level. Browse our How to Choose the Right Sex Toy guide for a head start.
Do you offer phone support?
Currently, we offer support exclusively via the contact form above to ensure maximum privacy and create a documented record of all communications. This allows us to provide thorough, considered responses to complex questions.
What if I received the wrong item?
Contact us immediately with your order number and a photo of the item received. We'll arrange a free return shipping label and send the correct product at no additional cost.