FAQ of Myvelvettouch
Here are some of the most common questions our MyVelvetTouch community asks before and after placing an order.
If you can’t find what you’re looking for, email us at support@myvelvettouch.com
Shipping
What are the delivery costs and options?
We offer Standard Shipping within the United States. Delivery typically takes 5–8 business days.
Shipping Rates:
0–1 lb → $6.90
1–3 lb → $8.90
3–5 lb → $9.90
Orders over $49 ship free.
For full details on processing times, rates, cutoff hours, and carrier info, please visit our Shipping Information page.
Which countries do you deliver to?
We currently ship within the United States only.
If you're outside the U.S., you may contact us at support@myvelvettouch.com.
Is your packaging discreet?
Yes. All orders arrive in plain, unbranded packaging with no product names or adult wording.
Learn more about how we protect your privacy here: Discreet Packaging.
How long does it take to process my order?
Orders placed before 6:00 PM CST (Mon–Sat) ship the same day. Orders placed after the cutoff time ship the next business day.
For full shipping policies, please visit our Shipping Information.
Can I track my order?
You will receive a shipping confirmation email with a tracking number as soon as your order ships.
What if my parcel arrives damaged?
Please contact us within 7 days with photos of:
– The outer box (all sides)
– The shipping label
– The damaged product(s)
If damage occurred during transit, we will arrange a replacement or refund.
For more details, visit our Returns & Refunds page.
My order is delayed — what should I do?
If your tracking shows no movement for 5+ business days, please email us at support@myvelvettouch.com with your order number, full name, and shipping address.
We will open a trace with the carrier. If the parcel is confirmed lost, we’ll resend or refund your order.
Orders & Payment
Which payment options are available?
Lots! We have payment options to suit all online shoppers, including Shop Pay, Google Pay, PayPal, and Apple Pay. You can choose your preferred method at checkout for a fast and secure payment experience.
Will MyVelvetTouch appear discreetly on my bank statement?
Yes. Your billing statement will show a neutral descriptor such as Velvara Group, without any adult-related wording.
Can I change or cancel my order after placing it?
Changes are only possible before your order is packed and shipped. If you need to modify or cancel your order, please email us immediately at support@myvelvettouch.com with your order number.
Once an order has shipped, it can no longer be changed — but eligible unopened items may still be returned according to our Returns & Refunds policy.
Do you charge sales tax?
Yes. Applicable sales tax is calculated at checkout based on your shipping address and displayed before order confirmation.
My payment was declined — what should I do?
If your payment doesn't go through, please check the following:
– Your billing address matches your card
– Your card supports online payments
– Your bank isn’t blocking the transaction
You may also try a different payment method. If the issue persists, please contact your bank first, then feel free to email us at support@myvelvettouch.com.
Can I use a discount code?
Yes, you can enter a valid discount code during checkout. Only one code may be used per order. Some codes may not apply to already discounted items.
Privacy & Security
Is it safe to order online from Myvelvettouch?
Yes. Our website uses secure SSL encryption, and we do not store full credit card details. We follow industry best practices and work with trusted payment processors.
What is your Privacy Policy?
You can read our full Privacy Policy here: Privacy Policy.
How does Myvelvettouch use my data?
We use your data to:
– Process and deliver your orders
– Communicate updates and support
– Improve your shopping experience
– Send marketing (only if you opt in)
You may adjust your privacy choices at any time via: Personal Rights.
Are your products age-restricted?
Yes. By using our website and placing an order, you confirm that you are at least18 years old(or the age of majority in your area).
Return & Refund
Can I return an item if I change my mind?
For safety and hygiene reasons, we cannot accept returns for opened or used products.
We do accept returns of unopened, unused items in their original sealed packaging within 30 days of delivery.
Please review our full policy on the Returns & Refunds page.
How do I return an eligible item?
To start a return, please email us at support@myvelvettouch.com with your order number, item name, and reason for return.
Once approved, we’ll provide return instructions and the return address.
Unless the item is faulty or we made a mistake, return shipping costs are the customer’s responsibility.
What if I received the wrong item?
We sincerely apologize! Please email us within 7 days of delivery with:
– Your order number
– A photo of the item received
– A photo of the packing slip
We will send the correct item at no cost to you and may cover return shipping if the incorrect item needs to be returned.
How do refunds work?
Refunds for approved returns are issued to your original payment method. Please allow 5–10 business days for your bank to process the refund after we issue it.
Can I cancel my order?
Orders can be cancelled only if they have not yet shipped. Please email us immediately at support@myvelvettouch.com.
If your order has already shipped, you may still return eligible items according to our Returns & Refunds policy.
Product Use & Care
Are MyVelvetTouch products body-safe?
We select items made from body-safe materials such as medical-grade silicone and ABS plastics. Material details are listed on each product page.
How should I clean my toy?
General cleaning instructions:
– Disconnect from power or remove batteries
– Wash with warm water + mild unscented soap (if waterproof)
– Pat dry with a lint-free cloth
– Store in a cool, dry place away from other toys
Always follow the instructions provided with your specific product.
Which lubricant should I use?
Water-based lubricants are compatible with most toys. If your toy is made of silicone, avoid silicone-based lubricants to prevent material damage.
Are your toys waterproof?
Some products are waterproof, others are splashproof, and some are not. Please check the “Waterproof” section on the product page and follow the product manual.
How should I store my toy?
Ensure the toy is fully dry before storing. Keep it in its own pouch or container, away from sunlight and dust. Avoid long-term contact between toys made of different materials.
Troubleshooting
My toy isn’t working — what should I try first?
Before contacting us, please check:
– Charge for the recommended time using the original cable
– Hold the power button 3–5 seconds
– Check for travel-lock mode
– Replace batteries if applicable
If it still doesn’t work, please email us at support@myvelvettouch.com.
What if my toy arrives defective (DOA)?
If your item doesn’t work out of the box, please contact us within 30 days. After basic troubleshooting, send us a short video along with your order number.
If confirmed DOA, we’ll arrange a replacement or refund. Most DOA cases do not require returning the item.
Can I return a used item just because I didn’t enjoy it?
Unfortunately, due to hygiene regulations, used or opened items cannot be returned unless faulty. We’re always happy to help recommend a better fit for next time—just email us anytime.