Frequently Asked Questions
Find answers to common questions about ordering, shipping, privacy, and our products.
🚚 Shipping & Delivery
How discreet is your packaging?
All orders are shipped in completely plain, unmarked packaging with no logos, company names, or product descriptions visible on the outside. The return address shows only our fulfillment center location, and billing appears as 'LU Commerce' on statements.
How fast do you ship orders?
Orders placed before 2 PM EST Monday-Friday ship the same day. Weekend orders ship the following Monday. Standard shipping takes 3-5 business days, while expedited shipping takes 1-2 business days.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders over $50 within the continental United States. Express shipping is available for an additional fee.
Can I track my order?
Absolutely. Once your order ships, you'll receive a tracking number via email. You can track your package directly through our website or the carrier's tracking portal.
🔒 Privacy & Billing
How will the charge appear on my credit card?
All charges appear as 'LU Commerce' or 'LU*' followed by our customer service number. There are no adult-oriented business names or product descriptions on your statement.
Do you keep my information private?
Your privacy is our absolute priority. We never sell, share, or distribute customer information. All data is encrypted and stored securely, and we maintain strict confidentiality protocols.
Can I delete my account and data?
Yes, you can request complete account deletion at any time. We'll remove all personal information from our systems within 30 days, except for legally required records (transaction history for tax purposes).
🛡️ Product Safety & Quality
Are your products body-safe?
Yes, all products in our catalog are made from body-safe, non-toxic materials like medical-grade silicone, borosilicate glass, and stainless steel. We only partner with reputable manufacturers who meet strict safety standards.
Do products come with warranties?
Most products include manufacturer warranties ranging from 1-3 years. We also offer a 30-day satisfaction guarantee - if you're not completely happy with your purchase, we'll work with you to make it right.
How do I clean and care for my products?
Each product comes with detailed care instructions. Generally, toys should be cleaned before and after use with warm water and antibacterial soap or specialized toy cleaner. Always allow to air dry completely before storage.
🛍️ Ordering & Returns
What is your return policy?
Due to health and safety regulations, we cannot accept returns on intimate products that have been opened or used. However, if you receive a defective or incorrect item, we'll provide a full refund or replacement within 30 days.
Do you offer exchanges?
We can exchange unopened items in original packaging within 30 days of purchase. For defective products, we'll replace them at no cost to you.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, and Apple Pay. All transactions are processed through secure, encrypted payment gateways.
Is it safe to order online?
Absolutely. Our website uses SSL encryption to protect your data, and we're PCI DSS compliant. Your payment information is never stored on our servers and is processed through secure third-party payment processors.
🎯 Age Verification & Legal
Why do I need to verify my age?
Federal and state laws require age verification for adult products. You must be 18 or older to purchase from our website. This verification helps ensure we're complying with all applicable regulations.
What states do you ship to?
We ship to all 50 US states and Washington DC. Some localities may have restrictions on certain products - we'll notify you during checkout if any restrictions apply to your area.
Are there any products you don't ship to certain states?
Very rarely, some states or localities have restrictions on specific product categories. Our checkout system will automatically detect any restrictions and inform you if a product cannot be shipped to your location.
💬 Customer Support
How can I contact customer support?
We offer multiple ways to reach us: phone at +1 (888) 429-6068 (available 24/7), email at support@lustifyusa.com, live chat on our website, or through our contact form. We're here to help!
Do you provide product recommendations?
Yes! Our customer support team is specially trained to provide discreet, professional product recommendations based on your preferences and needs. We're here to help you find exactly what you're looking for.
What if I have a problem with my order?
Contact us immediately and we'll resolve any issues quickly. Whether it's a shipping problem, product defect, or billing question, we're committed to making sure you're completely satisfied.
Still Have Questions?
Our customer support team is available 24/7 to provide personalized assistance with complete discretion.
Live Chat
Get instant answers during business hours
Phone Support
Available 24/7 for urgent questions
Email Support
Response within 2-4 hours
🔒 Your Privacy is Guaranteed
All customer communications are handled with complete confidentiality and professional discretion. We never judge, and we're here to help you feel comfortable and informed.