Frequently Asked Questions

Advice and Answers from the Lovach Team

General

1. I HAVE NOT RECEIVED A CONFIRMATION EMAIL FOR MY ORDER AND I WAS WONDERING IF I COULD CHECK WHETHER OR NOT MY ORDER WENT THROUGH?

Sometimes email services put our mails under ‘Promotions’ or ‘Spam’. If you can’t find the confirmation email, please contact us on info@lovach.com. We will confirm whether or not your order came through

2. IN LONG DISTANCE RELATIONSHIP, CAN I CONTROL THE VIBRATOR FROM ANOTHER COUNTRY?

Yes. You will be able to control your Lovach toys from other countries, continents, and any other location within the Earth (We haven’t done any research on inter-galactic toys just yet). Our toys are made to accommodate couples in long-distance relationship who would like to play with each other through their phones and via the internet.

3. IS IT POSSIBLE FOR SOMEONE TO CONTROL THE TOY FROM A DISTANCE, IE, USING A DIFFERENT PHONE?

Yes. This can only be done through our Lovach APP.

4. WHAT MATERIAL EXACTLY IT IS?

We take great care in ensuring every element of our toys is of the highest quality. Lovach toys are completely sealed in a 100% body-safe certified premium silicone. Our toys are not only safe; they are also extremely luxurious and beautiful to touch and play with.

5. CAN YOU CONFIRM NO ASPECT OF THE TOY IS ANIMAL TESTED?
Yes. We can confirm that no aspect of the toy is animal tested. We take great care in making sure every aspect of our manufacturing and sourcing process is thoroughly tested and certified to guarantee our 100% ethical production.
6. HOW SO I CLEAN MY LOVACH PRODUCTS?

Simply wash them with water after every use. To avoid battery or motor damages, DO NOT allow water to drip into the charging port.

7. CAN I USE MY LOVACH PRODUCTS IN WATER?

Yes. All our products are waterproof.

8. HOW DO YOU ENSURE THAT ALL LOVACH PRODUCTS ARE SAFE?

All Lovach products are 100% body-safe. None of our products contain phthalates or any other toxic materials. You could check out this article to understand more about the certification and qualification of our materials.

9. WHAT KIND OF LUBE DO YOU RECOMMEND TO USE WITH YOUR PRODUCT?

Lovach recommends that you use water-based lubricants.

10. CAN I SEND YOUR LOVACH PRODUCTS AS A GIFT?

Yes. We could accommodate gift wrapping and a personalized private message at a minimum cost.

Returns and Replacements

1. CAN I RETURN IT?

Due to health concerns, we do not accept returns for refund purposes once the product has been opened/used. This is the standard policy in the sex toy industry.

2. I HAVE RECEIVED A DEFECTIVE ITEM/MY LOVACH TOY HAS STOPPED WORKING, HOW DO I EXCHANGE/REPLACE MY PRODUCTS?

Please contact our support team to resolve this issue.

3. WHAT IF MY CHARGING CABLE IS LOST OR BROKEN? WHERE CAN I GET A NEW ONE/ THE REPLACEMENT?

All replacement can be provided upon request within our warranty period.

Payment

1. WHAT PAYMENT METHODS ARE AVAILABLE?

We accept all major credit cards, debit card and PayPal. You can see the options during checkout.

2. CAN I CANCEL OR CHANGE MY ORDER?

Cancellations are accepted within 12 hours of checkout.

3. IS MY PURCHASE DISCREET WHEN ORDERING THROUGH YOUR WEBSITE?

https://www.lovach.com/privacy-policy/

4. WHY DIDN’T I RECEIVE AN ORDER CONFIRMATION?

If the payment went through, you should have received an email confirmation automatically. Please check your spam folder to see if it ends up there.

Shipping

1. DO YOU SHIP TO MY COUNTRY?

When you check out, you will see a list of countries we can ship to. If the country you want is not included on the list, it means we are not able to ship to this country.

2. WHAT DOES THE PACKAGING SAY? HOW DISCREET IS THE PACKAGE WHEN RECEIVING?

We are extremely careful in dealing with all our warehouses and courier partners to make sure that the packaging of our product is done in the most discreet manner. We make sure never to mention ‘sex’ or ‘vibrator’ and if possible (depending on customs requirements of the country) not to even mention ‘Lovach’. We believe in protecting our customer’s privacy and that discretion is a major part of making our customer experience exceptional.

3. DO I NEED TO PAY CUSTOMS FEES?

There may be additional duties, fees or taxes, which depends on your country and your luck. If it occurs, you would be required to take care of it.

4. DO YOU SHIP TO A P.O BOX?

We do ship to P.O Box as long as it is valid address

5. CAN I CHANGE MY ADDRESS AFTER MY ORDER IS PLACED?

Change can be made within 12 hours of the checkout

6. HOW LONG DOES DELIVERY TAKE?

We ship using premium courier services, such as: FedEx, UPS and DHL to all parts of the world. Normally, it takes up to 2 working days to process the order and another 3-5 working days to reach the customers. However, in some regions, especially ones with strict customs regulations, the delivery could take up to 5-7 working days, depending on local requirements.

7. How do I track my order?

An email confirmation will be sent to you as soon as your purchase has been verified. You will get the tracking number in this email. If you didn’t receive this email or if you have any other issues, please contact: info@lovach.com

8. I have not received my package yet the tracking status says delivered?

Please contact our support team to resolve this issue.