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We will always make sure you are not leaked. Whether it's the purchasing process, billing, packaging or delivery. We will always fight for your privacy.

When you order a sex toy, the last thing you want is for the mailman or anyone else to know about it. That's why discreet shipping is so important. Lustame does everything possible to protect your privacy from the moment you place your order to the moment it reaches you.

Depending on your item, all Lustame orders are discreetly packaged in plain brown boxes or padded bubble envelopes. There are no pornographic words on them. If you are ordering multiple items or larger sex toys, we use brown boxes for packaging. Smaller items, such as lingerie or lube, will be kept using bubble mail.

15-day Return Guarantee

If you are not 100% satisfied with your purchase, you can return your order for a full refund within 15 days of the original purchase date.
We do not charge a handling fee for returns, but return shipping is the responsibility of the customer.

If you wish to return the product, please remember that the product is not usable and must be returned in the condition you received it and in its original packaging. Otherwise, the buyer will be responsible for all costs incurred and no refund will be given.

All returns and exchanges require pre-authorization. No address on the package is approved as a return address. For returns please contact our account team for the correct address.

PLEASE NOTE: For health and hygiene reasons, we cannot offer a refund or exchange if the product has been opened, worn or used. To request a return, please contact our customer support team (service@lustame.com) to approve the return and get instructions on how to proceed.

Return Process

1. Contact customer service with the following order information and a brief description of the return:

• Order number
• Unused photos of the product
• Receipt
• Original purchase date
• Reason for requesting return
• Your email address

2. You need to print the return slip and put it in your package with the item you want to return and pack it properly.
3. Send the item back to us via the local post office. Please make sure to get a tracking number as we are not responsible for lost/delayed shipments.
4. We will process your return within 7 working days after receiving the package.

Non-returnable

Due to the private nature of the items we sell, we are unable to return or exchange purchased toys and products unless they are defective. This is for the health, safety and peace of mind of our customers.

Any item designed to come into contact with any body part or liquid is non-returnable. Once these products have been disassembled and used by you, they cannot be returned.

This includes, but is not limited to:

• Vibrators and dildos
• Douche/enema sets
• Anal toys, beads and plugs
• Penis and ball devices, penis rings and penis sleeves.
• Mouthpieces and cords
• Lube, massage oil, condoms also non-returnable.

Refund

Once your return has been received and reviewed, we will send you an email notifying you that we have received your returned item. We will also notify you to approve or deny your refund.
If you are approved, your refund will be processed and the credit will automatically be applied to your credit card or original payment method within 5 business days.

Delayed or lost refunds

If you haven't received your refund, please check your bank account again first.
Then contact your credit card company and it may take some time for your refund to be officially released.
Next contact your bank. It usually takes some processing time before a refund is issued.
If you've done all of this and still haven't received your refund, please contact us at service@lustame.com.

Cancel order

If you change your mind or realize that you have ordered an incorrect product, please contact our customer service (service@lustame.com) and we can change or cancel your order before the product is shipped from our warehouse.
Once the order has been processed and shipped, we will not be able to cancel the order and change the address for you.

Any other return request
If you still need assistance with any other return request, please contact our customer service.

We’re available to support you via
Email: service@lustame.com（Recommend）
Service Tel: + (505) 847-6176
Address: Room 709, No. 4, Lane 7, Changkeng West Road, Bantian Street, Longgang District, Shenzhen, Guangdong, China(not a return address)
Customer Service Chat Hours: Monday - Friday: 9am - 18pm GMT

Delivery Information

Estimated delivery date is the estimated delivery date based on the origin and destination of the package. Delivery on the specified date is not guaranteed.

US Customer Support
Total Delivery Time = Processing Time + Shipping Time
Package processing time is 1-2 Business days (non-holidays)

Covid-19 Precautions Tips

Your items may be delayed slightly due to Covid-19. In order to keep our employees safe at work, we take many precautions, which may affect delivery times. Please give us a little extra time when ordering. Thank you very much for your patience and understanding.

Tips: As liquid products use EMS logistics, we will deliver packages separately for liquid products that take 5-7 days longer.

Please note that due to legal restrictions, we cannot ship to certain countries:

Hawaii, Alaska, Guam, Puerto Rico, American Islands, Military District, APO/FPO/DPO addresses.

How can I track my order?

All shipping information will be emailed to you after your purchase is shipped. Please use the link included in the email to track your delivery directly on the delivery company webpage. If the link does not respond for any reason, please visit the courier company's web page and manually enter the tracking number to verify the status of your courier.

How do I change my shipping address?

As soon as you discover that your shipping address is wrong, please contact our customer service (service@lustame.com) immediately! We will help you change your shipping address before shipping. Please note that we cannot change the address once the item has shipped.

Is my package discreet?

Don't worry if people will know what you bought. We take 100% care to protect your privacy. Every order will be shipped in plain packaging with no reference to anything anywhere or inside. No one knows what good baby you bought.

Do I need to pay taxes or other import charges when I receive the package?

The authorities in your country may impose additional duties, fees or taxes beyond our control. So you are responsible for all costs incurred when the package enters your country. But don't worry, your order will be delivered to you shortly.

What if my item/package arrives damaged?

When you receive your item, please check your item carefully. If the packaging appears damaged, complete the following steps:
1) Take a picture of the damage.
2) Then please send an email to service@lustame.com immediately with a photo attached.
3) We will contact you directly with next steps.
4) Do not discard the box or packing material, otherwise the shipping company will not accept your claim.

Contact Us

We’re available to support you via
Email: service@lustame.com（Recommend）
Service Tel: + (505) 847-6176
Address: Room 709, No. 4, Lane 7, Changkeng West Road, Bantian Street, Longgang District, Shenzhen, Guangdong, China(not a return address)
Customer Service Chat Hours: Monday - Friday: 9am - 18pm GMT