FAQ

All orders ship in a plain, unmarked box with no branding. The only information on the outside is your name, address, and the shipping label. The sender shows as “BL Fulfillment” — no logos, no product names, nothing that hints at the contents. We never include catalogs or product lists.

PayPal and credit card statements show “BINOKU” — never a product name or anything descriptive. If you share an account with someone, paying with your PayPal balance is the most private option of all.

Never. We only email order notifications and — if you subscribe — our newsletter, and every email includes a one-click unsubscribe link. We don’t send physical catalogs, flyers, or promotional mail of any kind.

Orders ship from our US warehouse. We process and dispatch orders within 24–48 hours on business days (Mon–Fri, excluding US holidays). You’ll receive a tracking email the moment your parcel ships.

Delivery estimates start from dispatch. Full details in our Shipping Policy.

Click the tracking link in your shipping email, or use our Track Order page anytime with your order number and email address. Carrier systems can take up to 48 hours to show the first scan.

Yes — any time before it ships. Email us with your order number and what you’d like to change (items, quantity, or address), or ask to cancel for a full refund. Once shipped, the return process takes over.

Yes — within the United States. For all other regions, please use a physical street address.

Orders outside the US may be subject to import duties or taxes set by your country’s customs office. These are the recipient’s responsibility and aren’t included at checkout. We declare all parcels at their actual paid value, as required by law. See the Shipping Policy for details.

For hygiene and safety reasons (standard for intimate products):

• ✅ Unopened items in original packaging: return within 30 days of delivery for a full refund.
• ❌ Opened or used items: not eligible for return — but if they’re faulty, the 1-Year Warranty covers a free replacement.

Start any return by emailing support@binoku.com with your order number.

Once your return arrives, we inspect it within 1–2 business days and refund you within 1–3 business days, always to your original payment method. PayPal refunds land almost instantly; card refunds take 3–10 business days depending on your bank.

Every electronic device is covered for 12 months from delivery against functional defects. Email us with your order number and — if you can — a short video of the issue; once approved, we ship a free replacement, usually without you needing to return anything. Full details on our Warranty page.

Email us within 7 days of delivery with a photo — we’ll send a replacement or refund you in full, your choice, and cover all shipping. No need to send anything back first.

100% authentic and brand-new. We source through authorised distribution channels — the same supply chain as major North American retailers. Every item arrives in original manufacturer packaging with its full warranty.

Yes. We only carry body-safe materials — including smooth silicone, ABS plastic, and glass. These non-porous materials can be fully cleaned and sanitised. Material details are listed on every product page.

Wash with warm water and mild soap (or a dedicated toy cleanser) for about 30 seconds, rinse, dry completely, and store in a soft pouch away from direct sunlight. Silicone toys pair best with water-based lubricant. See our care guides for material-specific tips.

Yes — a few that matter:

• Latex condoms: use only water-based or silicone-based lubricant — oil-based products (including many massage oils) damage latex.
• Check the date: every condom box we ship has a clear expiry date; store away from heat and direct sunlight.
• One use per condom, always — and never use two at once.
• Lubricants: water-based works with everything, including silicone toys and latex condoms. Silicone-based lasts longer but shouldn’t be used with silicone toys.

Start with our Beginner’s Guide, browse customer reviews on product pages, or email us — we’re happy to give honest, pressure-free recommendations within 24 hours. Tell us what you’re curious about and we’ll point you to two or three good options.

All major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay and Google Pay. In Europe we also accept popular local methods at checkout, including iDEAL (NL), Bancontact (BE), EPS (AT), Blik (PL), Przelewy24 (PL), MyBank (IT), Multibanco (PT) and Trustly.

Payment is captured when you place your order. If we later cancel an order for any reason (for example, an item becoming unavailable), you’re refunded in full automatically.

All prices are in US dollars (USD). Any applicable taxes are always shown at checkout before you pay. For orders outside the US, see customs information above.

Where available, PayPal may offer Pay Later options at checkout directly through your PayPal account — eligibility and terms are set by PayPal.

No — guest checkout works. An account simply makes life easier: faster checkout, order history, and one-tap tracking. You can also save items to your wishlist either way.

Click “Lost your password?” on the account page and we’ll email you a secure reset link within a minute. If it doesn’t arrive, check your spam folder — then email us and we’ll sort it manually.

Email support@binoku.com — a real person reads every message and replies within 24 hours (Monday–Friday). Include your order number if your question is about an order, and we’ll get you answers faster.