Frequently Asked Questions

For your convenience, we've provided answers to some of our most-asked customer service related questions below. If you don't find what you're looking for here, please click here to contact us

Shipping & Returns

Q: When will my order ship?

A: Normally, we prepare items for shipment within 1-5 business days.

Please note that weekends and holidays are not considered business days by Rosetoy-official or our shipping partners.

Q: When will my order be delivered & how much is the delivery cost?

A: Delivery times depend on your location. Proceed to checkout and continue to the shipping method to see the delivery date. Please refer to the promised delivery date for accurate date delivery.

Standard shipping is free for orders over $69+ otherwise the cost is just $9.99/$13.99. If you need your order faster than the standard promised delivery date, you will be provided with other promised delivery dates to choose from. The cost of faster shipping will be determined based on the delivery date you choose.

Q: Is the packaging discreet?

A: Yes, of course! Your orders are carefully packaged in a plain box and some orders may be packaged in bubble mailers. It is again packed inside the courier’s opaque pouch to seal the package.

Q: How do I cancel my order or change the address?

Important tips: The order can be canceled or change the address before the parcel ships out, but we cannot cancel or change the order after shipping!

If the customer cancels for personal reasons, a 15% handling fee will be charged by our customer service department. But a full refund can be made for non-personal reasons

Please contact us if you decide to cancel the order or change the address.

Service email:

Q: What is the return policy?

A: Due to the intimate nature of our products, we regret to inform you that we cannot accept returns or exchanges unless the item is found to be defective. This policy is implemented with the utmost consideration for the health, safety, and peace of mind of our valued customers.

Please note that any item designed for contact with the body or fluids is classified as non-returnable and non-resalable for hygiene reasons. Once these items have left our warehouse, they are deemed used and are ineligible for return.

We kindly urge you to thoroughly review our Return Policy located in the footer of our website for comprehensive instructions and procedures regarding returns and exchanges. Your understanding and cooperation are greatly appreciated as we strive to uphold the highest standards of quality and safety for all our customers.

General Inquiries

Q: Can I track my order? How?

A: Rosetoy-Official supports two ways to track your order:

1. Track it on our website; 2. track it on the 17track logistics website. The detailed processes are as follows:


1. How to track your order on our website

It is easier to track order status on our website, all you need is an email address and order number, please find the order number from order confirmation.

*After you place the order, you will receive order confirmation within 24 hours. If you are not received it, please check your spam mailbox first. If the spam mailbox has not received the order confirmation, please contact our customer service email: we will send you the order confirmation in 12 hours for you. Please don't worry, we won't cause you any loss.

1) Go to the "order lookup" page of our website:

2) Find the order number from the order confirmation email, and enter your order number and email address information on the tracking web page. Then click “View order”;

3) Your order details will be shown immediately.

*NOTE: If the parcel is still under preparation, then the tracking number won’t show, please wait 1-5 days.

4) Click the “Tracking info” button, and the page will show the information on the logistics in detail.


2. How to track order status in 17track

You have 2 ways to get a tracking number, log in to our website to check the tracking number or consult our customer service (email: to have this information. After getting the tracking number, you can track the order status.

1) Log in to our website, and find the tracking number. If you encounter difficulties with inquiries on the website, please contact us for the tracking number:

2) Log in to 17track web:, enter your tracking number, then click the “TRACK” button, and the tracking information will show.

3) We will send you a shipment notification after the parcel is shipped out, please check your email box. Find the tracking number from email content, click the tracking number then the link will go to the logistic website, the tracking information will show.

*NOTE: If the parcel is still under preparation, then the tracking number won’t show, please wait 1-5 days.

Q: How to unsubscribe from the newsletter

A: You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of the newsletter. Scroll to the bottom of the next page and click unsubscribe again.

Q: What do I do if an item is defective?

A: If an item is found to be defective within 14 days of purchase, we will replace it with the same item. Please contact us to let us know of the issue. We will promptly ship a new replacement to you.