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FAQ & Help Center

Need help? Start here.

This page answers the questions customers ask most often about ordering, delivery, device setup, App-Controlled features, returns, warranty support, privacy, and account management.

If a customer cannot find what they need here, direct them to [support@libidai.com] or the support form at contact page.

Orders and payments

Do I need an account to place an order?

Not always. Customers may be able to check out as a guest where guest checkout is available. Creating an account makes it easier to view order history, save addresses, and manage warranty or support requests.

How do I know my order was placed successfully?

After checkout, customers should receive an order confirmation email. If no email arrives within a reasonable time, they should check spam or junk folders and then contact support.

Can I change or cancel my order after placing it?

Orders move into processing quickly. Once payment is authorized and fulfillment begins, changes may not be possible. Customers should contact support immediately, and we will do our best to help before the order enters shipment.

What payment methods do you accept?

Available payment methods can vary by country, currency, and risk review. The checkout page shows the payment methods currently supported for the customer’s location. If no supported payment route is available for a destination, checkout will not be completed.

Why was my order flagged for review?

To reduce fraud, prevent unauthorized purchases, and protect customers, some orders may be reviewed before shipment. In those cases, we may request limited confirmation information or cancel and refund the order if the order cannot be verified.

Shipping and delivery

Where do you currently ship?

Libidai currently accepts orders to eligible destinations in:

• Europe
• North America
• Japan
• Australia
• New Zealand
• selected Southeast Asian destinations

At this stage, Singapore and Malaysia are excluded. Availability may change as shipping, compliance, or payment routes change.

Is your packaging discreet?

Yes. Orders are shipped in plain outer packaging without unnecessary product-revealing branding on the outside. Where customs or carrier rules require a goods description, it may appear in a more generic form that is appropriate for transport and customs processing.

How long does delivery take?

Processing and delivery times vary by destination, carrier, customs handling, and payment approval.

General guidance:

• processing: usually 1 to 3 business days
• delivery after dispatch: often 4 to 12 business days, depending on destination and route

Customers should treat these windows as estimates, not guarantees.

How do I track my order?

When a shipment is dispatched, customers receive a tracking email if tracking is available for the selected service. Tracking updates depend on the carrier and may pause temporarily during customs transfer or linehaul movement.

What if my package is delayed?

Most delays are temporary and caused by customs review, carrier backlog, weather, address verification, or regional disruptions. Customers should first review their tracking. If there is no meaningful movement for an extended period, they should contact support with the order number and tracking details.

What if my package is marked delivered but I cannot find it?

Customers should:

1. check around the delivery location
2. ask household members or building staff
3. contact the local carrier
4. contact Libidai support if the issue remains unresolved

Claims for missing deliveries should be reported promptly so we can coordinate with the carrier.

Products, use, and care

Are Libidai products intended for adults only?

Yes. Libidai products and services are intended for adults of legal age only. Customers must be legally permitted to purchase and use the products in their location.

Are your products medical devices?

Unless a product page clearly says otherwise, Libidai products are consumer wellness products and are not medical devices. Product information is not medical advice.

Can I use any lubricant with your products?

Customers should follow the material care guidance provided for each product. If a product page or manual does not say otherwise, water-based lubricants are usually the safer default for most intimate device materials. Oil-based or silicone-based products should only be used where explicitly approved for that product material.

How should I clean my product?

Customers should clean the product before first use and after every use, following the care instructions for the specific product. Do not submerge or rinse products unless the product rating and instructions confirm that it is safe to do so.

What should I do if I experience irritation or discomfort?

Stop using the product immediately. If symptoms continue, customers should consult a qualified healthcare professional. Do not continue use through pain, numbness, or significant discomfort.

App-Controlled and connectivity

Do I need the app to use the product?

Not always. Some compatible products may be usable directly from the device itself, while App-Controlled features are available through the Libidai mobile app for supported products.

What does App-Controlled mean?

App-Controlled means that a compatible product can connect to the Libidai app over Bluetooth so the customer can manage settings such as power, intensity, patterns, saved favorites, and supported sync functions from their phone.

What is video recognition sync?

For supported products and supported app modes, the app can respond to compatible visual timing and motion cues from supported playback environments and convert those cues into device control changes. Results vary by device, operating system, content source, and sync settings.

Do you store my private videos?

Core control and sync features should not require customers to upload private media content to Libidai servers unless a feature explicitly says otherwise. Customers should review the Privacy Policy and app permission prompts for current details before using advanced features.

What if my device will not connect to the app?

Customers should try the following:

1. fully charge the product
2. enable Bluetooth
3. close and reopen the app
4. remove the device from paired devices and reconnect
5. update the app and firmware if an update is available
6. contact support if the issue continues

Can I turn sync off and use manual control instead?

Yes. Manual override should remain available whenever supported sync functions are active.

Returns, refunds, and exchanges

Can I return an opened product?

In most cases, no. Because these are intimate-use products, opened or used items are generally not eligible for ordinary returns unless they are defective, damaged in transit, wrong, incomplete, or otherwise required by law.

Can I return an unopened product?

Yes, if it is unused, in resalable condition, and returned within the return window described in our Returns & Exchanges page.

Do you offer exchanges?

Standard direct exchanges are generally not offered. Approved cases are usually handled through replacement, refund, partial refund, or store credit, depending on the circumstances and local law.

What if I received the wrong item?

Customers should contact support within 7 days of delivery with their order number and clear photos. If the error is confirmed, we will arrange an appropriate remedy.

What if my item arrived damaged or does not work out of the box?

Customers should contact support as soon as possible, ideally within 72 hours for visible transit damage and within 7 days for out-of-box faults, with photos or video and a description of the issue.

How long do refunds take?

After an approved return is received and inspected, refunds usually take 5 to 10 business days to appear, depending on the payment method and payment provider.

Warranty and product support

How long is the warranty?

Libidai’s draft baseline policy uses a 2-year limited warranty from the original purchase date for eligible products purchased directly from Libidai or an authorized seller, unless a longer mandatory period applies by law.

What does the warranty cover?

The warranty covers verified manufacturing defects in materials or workmanship during normal intended use. It does not cover dissatisfaction, ordinary wear, misuse, accidental damage, unauthorized modification, or hygiene-related return requests.

What information do I need to start a warranty claim?

Customers should provide:

• order number or proof of purchase
• product name
• purchase date
• serial or batch number if available
• a clear description of the issue
• photos or short video if requested

Do I need to return the product?

Sometimes. Customers should never send a product back without instructions from support. If a return is required, support will provide the next steps.

Account, privacy, and communication

How do I update my email or address?

Customers with an account can update their saved information in their account settings. If an order is already in process, they should contact support immediately because changes may no longer be possible.

How do I stop marketing emails?

Customers can unsubscribe using the link in any marketing email or by contacting [privacy@libidai.com].

Can I request deletion of my personal data?

Depending on local law, customers may have rights to access, correct, delete, or restrict the use of their personal data. Requests can be sent to [privacy@libidai.com]. Some information may still need to be kept for legal, tax, fraud-prevention, warranty, or accounting reasons.

Do you use cookies?

Yes. We use strictly necessary cookies for website operation, and—where required by law—ask for consent before setting non-essential analytics or advertising cookies. See the Cookie Policy for details.

Contact support

If this page did not answer the question, direct customers to:

• General support: [support@libidai.com]
• Privacy requests: [privacy@libidai.com]
• Warranty or safety issues: [support@libidai.com]
• EU product safety matters: [gpsr@libidai.com]

Support requests should include the order number where possible.