Unleash Your Curiosity: The Feralhe FAQ

Got dirty questions? We love to hear ’em. When it comes to monster play, wondering "how does that work?" is half the fun. We’ve answered your most practical, weirdest, and juiciest questions below. No judgment, no blushing—just answers.

Shipping and Delivery

1. Where do you ship?

We currently ship to: USA, CANADA, UK, AUSTRALIA, NEW ZEALAND, ASIA, and EUROPE (including all countries outside the European Union).

✈️ We are happy to offer free international shipping to all countries around the world.

However, due to ongoing customs issues, we have temporarily suspended shipments to the following destinations:

• Africa

• South America

• Mexico

• Saudi Arabia

• United Arab Emirates

• Thailand

• Vietnam

• Malaysia

• India

• Maldives

• Russia

• Israel

🙏 We truly hope to resume shipping to these countries soon!

2. What is the estimated delivery time?

• USA / EUROPE / UK / ASIA: 7–14 business days

• CANADA, AUSTRALIA, NEW ZEALAND, HAWAII, ALASKA: 8–16 business days

• REST OF THE WORLD: 15–20 business days

⏱️ Keep in mind that very often shipments arrive earlier than expected!

3. What is the shipment processing time?

🚚 We aim to dispatch our shipments as quickly as possible.

⏳ This usually happens within 1–3 business days.

4. Do you offer free shipping?

🎉 Yes! We are very proud that, unlike our competitors, we offer FREE worldwide shipping, without exception!

5. Is the packaging discreet?

🔒 Absolutely. We understand the importance of privacy, and we take it very seriously.

All our shipments are packaged in plain, unbranded packaging with no logos, labels, or any indications of the contents inside.

📬 With tens of thousands of satisfied customers around the world, we’re proud to say that we’ve never received a single complaint about packaging discretion.

🖤 You can shop with complete peace of mind — your privacy is always protected with us.

6. How do I track my order?

🔎 You can track your order by logging into your account and checking the order status.

📧 A tracking number will be provided in your shipment confirmation email.

🌐 You can also track your order on the carrier's website using the tracking number.

🛰️ Alternatively, you can track your shipment on 17track.net — a universal tracking site that supports most international couriers.

7. Who is responsible for customs, duties, and taxes?

If you are ordering from the European Union:
We are required to collect and pay a 20% Value Added Tax (VAT) on your behalf. This tax is included in your total price and ensures smooth and compliant delivery to your country.

🌍 For all other countries:
You don’t need to worry about customs duties, import taxes, or hidden fees — we cover all of that for you.

💸 The price you see on our website is the final price you pay. No surprises. No extra charges. Just fast, discreet delivery.

8. My tracking says "No information available at the moment". What to do?

📭 It’s not uncommon for tracking information to be unavailable until your package is scanned by the carrier.

🕒 It might remain “blank” for up to 2-3 days after you receive your tracking link.

❗ But if your order was placed more than a week ago and there is still no information, please contact us.

9. What happens if my order is delayed?

📦 If your delivery seems delayed or hasn't arrived within the estimated time frame, please contact us immediately.

🕵️‍♂️ Our team will promptly investigate the issue with the courier and do everything we can to resolve it as quickly as possible.

💬 We understand how frustrating delays can be, and we’re committed to keeping you updated and ensuring your order arrives safely.

✅ Your satisfaction is our top priority — let us take care of it for you.

10. Can I change my shipping address after placing an order?

✏️ You can request to change the shipping address before the order has been shipped.

📦 If the order has already been shipped, it may not be possible to change the address.

📬 Please contact our customer support team as soon as possible if you need to make a change.

Returns and Exchanges

1. What is your return policy?

🛑 Due to the intimate nature of our products, we are unable to accept returns or exchanges on any purchased toys or items — unless they are defective.

This policy exists to protect the health, safety, and peace of mind of all our customers. Any item that is designed to come into contact with the body or bodily fluids is considered non-returnable and non-resalable. Once such items leave our warehouse, they are classified as used and cannot be accepted back.

✅ All orders go through multiple quality control checks before they are shipped, ensuring the highest possible standard.

📩 If, however, you believe your product is faulty or not up to standard, please don’t hesitate to contact us at support@feralhe.com. We’ll review your case individually and work with you to find a fair resolution.

🙌 Your satisfaction matters, and we're here to help when you need us.

2. What should I do if my order hasn't arrived yet?

📦 First, check your order's tracking information for any status updates.

🚚 You can also contact the carrier directly to inquire about the shipment.

🛎️ If there are any issues or delays, please contact our customer support team at support@feralhe.com, and we’ll be happy to assist you right away.

3. What do I do if I receive a damaged item?

💔 If your item arrives damaged, please contact our support team immediately.

📸 Include a brief description of the issue and photos of the damaged item if possible — this helps us resolve the matter faster.

🛠️ We will assist you with a replacement or refund, depending on the situation.

4. It appears that my order was marked as delivered, but I cannot locate it. Porch pirates, maybe?

It appears that my order was marked as delivered, but I cannot locate it. Porch pirates, maybe?

📦 If your tracking information shows the order as “Delivered” but you cannot locate the package, please be aware that the unfortunate possibility of porch theft or misdelivery cannot be ruled out.

🕵️ Feralhe Toyz takes every case seriously, and we always strive to help, but please note that we cannot be held responsible for lost or stolen packages after delivery has been confirmed by the carrier.

📄 We recommend checking with household members, neighbors, or your building manager first. If the package is still missing, it’s best to file a report with your local postal service or delivery company.

📬 Still have concerns? Contact us at support@feralhe.com — we treat every situation on a case-by-case basis and will do our best to assist you.

🤝 Our team is committed to fast and responsive customer support. We’re here to help and are always happy to assist!

Orders & Payments

1. Can I shop if I'm under 18?

🔞 FeralheToyz sells adult products intended for those 18 and older. By using our website, you confirm that you are of legal age to purchase such items. We do not sell to minors and ask underage visitors to leave the site immediately. Thank you for your understanding.

2. How to place an order?

🛒 To order, click “Add to Cart” on your desired product. When ready, click “Proceed to Checkout”, fill out your info, choose a payment method, and place your order. A confirmation email will be sent to you automatically.

3. I forgot to use my discount code. What to do?

💸 Once the order is placed, a discount code cannot be added retroactively. However, please email us at support@feralhe.com with your order number and discount code — we’ll take care of you!

4. Can I cancel my order?

⚠️ Due to our fast automated system, orders are processed and sent to shipping quickly. We are unable to cancel orders once placed, so please double-check before confirming your purchase.

5. What payment methods do you accept?

💳 We accept Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay and more. All transactions are secure and discreet.

6. Are your payment gateways secure?

🔐 Yes! Feralhe Toyz is SSL-encrypted and fully PCI-DSS compliant. Your payment data is safe, and you can shop with complete confidence.

Product Safety & Use

1. What types of products do you offer?

We offer a wide range of adult toys, including vibrators, squirting dildos, ejaculating vibrators, fantasy and monster dildos, dildos with tentacles, canine toys, equine dildos, double ended dildos, anal toys, BDSM gear, and more. We have products suitable for individuals and couples, and we offer a range of styles, materials, and prices to suit every need and budget. We are constantly adding new items, so check our site often to stay updated on the latest releases and offers.

2. Are your products safe to use?

✅ Absolutely. All of our products are crafted from premium, body-safe materials and go through rigorous quality control checks to ensure they meet the highest standards of safety and durability.

🧪 Every toy we offer is made from high-quality, platinum-cured silicone — a medical-grade material that is non-porous, hypoallergenic, and completely free from phthalates and harmful chemicals. It's one of the safest and most trusted materials used in the adult toy industry.

💯 We work exclusively with reputable manufacturers to ensure that every item delivers both safety and satisfaction.

3. How to store and care for my toys?

🧼 Clean your toys with antibacterial soap before and after use. Avoid harsh chemicals that may damage the material.

📦 Store in a cool, dry place, ideally inside a storage pouch to keep away dust and moisture.

🔍 Regularly inspect for damage like cracks or tears.

🔋 If battery-powered, remove batteries when not in use to prevent corrosion or leakage.

4. What type of lubricants can I use?

💧 We recommend using water-based lubricants with all toys. Avoid silicone-based lubes with silicone toys, as this can degrade the material. Oil-based lubes should be avoided as they can break down certain materials and affect product integrity.

Need more help? We’re just one message away.

CONTACT SUPPORT