FAQs
Quick answers to common questions.
Find fast answers about Hello Nancylem products: shipping, returns, materials, warranty, and safety. If you don't see your answer, email support@hello-nancylem.com — a real person responds within one business day.
Shipping & delivery
How discreet is shipping?
Plain corrugated packaging with no logos or branding. Return address shows our parent company name only. Customs labels are similarly unmarked for complete privacy.
How fast does it ship?
Standard US delivery is 2–4 business days, free on all orders. Expedited 1–2 day shipping available at checkout. International orders typically arrive in 5–10 business days with duties prepaid.
Do you ship internationally?
Yes — Canada, UK, Australia, and the EU. We collect all duties upfront so you pay nothing at delivery.
Returns & warranty
What's your return policy?
30-day full refund guarantee, free return shipping on all orders. We accept returns even if used. All returned items are recycled, never resold.
How long is the warranty?
Two-year coverage on every device. Includes motor failure, battery degradation, silicone separation, and manufacturing defects. Free replacement or repair with prepaid shipping.
What if my order arrives damaged?
Email support@hello-nancylem.com with photos and order number. We ship a replacement the same day in most cases and provide a prepaid return label.
Materials & safety
What are the toys made from?
Medical-grade platinum-cured silicone, polycarbonate core, and lithium-ion battery. Phthalate-free, BPA-free, and latex-free. Full material details listed on each product page.
Is the vibrator waterproof?
Absolutely — IPX7 rated for full submersion up to 1 meter for 30 minutes. Safe for showers, baths, and poolside use.
How quiet is it?
33–48 dB depending on intensity setting — quieter than a soft conversation. Noise levels independently verified by audiology testing.
Using your device
How long does the battery last?
Up to 120 minutes per charge depending on intensity level. Fully recharges in 90 minutes using the included USB-C magnetic charger.
How do I clean the vibrator?
Warm water, a touch of mild soap, and pat dry — takes under a minute. See the full [Care & Cleaning](/care) guide for detailed instructions.
Can I travel with my toy?
Yes — TSA-approved, includes a discreet silk pouch, and has a travel lock (hold power button 5 seconds) to prevent accidental activation.
Don't see an answer? Email support@hello-nancylem.com and we'll respond within a day — and add your question to our FAQs.