FAQ
Frequently Asked Questions
Everything about privacy, shipping, returns and more. Can’t find your answer? Email support@binoku.com — we reply within 24 hours.
A. Privacy & Billing
What does my package look like?
All orders ship in a plain brown box with no branding. The only information on the outside is your name, address, and the shipping label. Sender shows as “BL Fulfillment” — no logos, no product names, nothing that hints at the contents.
What appears on my billing statement?
PayPal and credit card statements show “BINOKU” — never a product name or anything descriptive. If you share an account with someone, paying with PayPal balance leaves no trace at all.
Will you mail anything to my home?
Never. We only send order notifications to your email address. We don’t mail physical catalogs, flyers, or promotional materials of any kind.
B. Shipping
Where do you ship from, and how fast is processing?
Orders ship from our US warehouse. We process and dispatch orders within 24-48 hours on business days.
What are the delivery times and costs?
| Region | Delivery time | Cost |
|---|---|---|
| United States | 5-8 business days | $8 — free over $85 |
| Canada | 7-12 business days | $12 — free over $85 |
| Europe & UK | 8-15 business days | $15 — free over $130 |
| Rest of world | 10-20 business days | $20 |
How do I track my order?
You’ll receive an email with your tracking number as soon as your order ships. Click the link in the email anytime to see live tracking. Carrier updates may take up to 48 hours to appear.
C. Returns & Warranty
What is your return policy?
For hygiene and safety reasons (standard industry practice):
- ✅ Unopened items: return within 30 days of delivery for a full refund.
- ❌ Opened or used items: not eligible for return.
- 📦 Items must be in original packaging to qualify.
Can I cancel my order?
Yes — any time before shipping, cancel for a full refund. Once shipped, the standard return policy applies.
How long do refunds take?
We process refunds within 1-3 business days. PayPal refunds appear instantly; credit card refunds take 3-10 business days depending on your bank.
D. Products
Are your products authentic and new?
100% authentic and brand-new. We source through authorized distribution channels — the same supply chain as major North American retailers. Every item arrives in original manufacturer packaging.
Are the materials body-safe?
We only carry body-safe materials: medical-grade silicone, ABS plastic, and glass. These non-porous materials can be fully cleaned and sanitized. Material details are listed on every product page.
How do I clean and store my products?
Wash with warm water and mild soap or a dedicated toy cleanser for about 30 seconds, dry completely, and store in a soft pouch away from direct sunlight. Check our Toy Care Guide for full details.
I’m not sure which product is right for me.
Start with our Beginner’s Guide, browse customer reviews on product pages, or email us — we’re happy to give honest, helpful recommendations within 24 hours.
E. Payments
What payment methods do you accept?
PayPal, credit/debit cards (Visa, Mastercard, Amex), Google Pay, and Apple Pay. All payments are SSL-encrypted.
Can I pay in installments?
Yes — PayPal Pay Later offers 4 interest-free installments at checkout.
What currency are prices in?
All prices are in US dollars (USD).