Frequently Ask Questions

Why don’t you answer my emails?s.pohl2019-11-21T13:29:41+01:00

Why don’t you answer my emails?

If you’re not hearing back from us within one business day the answer most likely ended up in your spam folder. There have not been any problems with Outlook, Live or Hotmail so far but you never know. Gmail/Googlemail on the other hand sorts us into the spam category most of the time.

If you think that our emails ended up as spam and were automatically deleted after a while, but you need the invoice or tracking information, feel free to let us know.

What materials are used?s.pohl2019-11-21T13:18:53+01:00

What materials are used?

All toys are made of body-safe medical grade platinum cured silicone. The pigments used to dye the silicone are body-safe too of course.

What is the standard firmness?s.pohl2019-11-21T13:24:13+01:00

What is the standard firmness?

Regular orders are poured in a soft ShoreA 00 silicone. It’s soft, silky and flexible where it needs to be. If you’re unsure about the firmness feel free to contact us for some support.

My tracking got cancelled?s.pohl2019-11-21T13:28:35+01:00

My tracking got cancelled?

Some countries cancel tracking on international shipments once they arrive at customs. It’s a private data security thing. Australia and Canada are the two cases we know about so far.

There is no reason or possibility for us to modify or cancel tracking. Why should we after all.

Is the packaging discreet?s.pohl2019-11-21T13:19:24+01:00

Is the packaging discreet?

Of course! The package is brown without any writings on it.

The shipping sticker states your and our mailing adress if sent to a destination inside the EU.

If the destination is outside the EU there will be a second sticker for customs with the package content (we declare it as a “silicone product”), the product price and its weight.

Which payment options are available?s.pohl2019-11-21T13:17:48+01:00

Which payment options are available?

We accept PayPal, most major credit cards via PayPal checkout and direct bank transfer.

How long will shipping take and is there a tracking option?s.pohl2019-11-21T13:27:32+01:00

How long will shipping take and is there a tracking option?

That depends on the destination of course.
Here’s a rough estimate for regular destinations:

Germany 1 – 3 business days
Europe 2 – 7 business days
USA 5 – 10 business days

These times are estimates and things like border customs and holliday seasons can delay the shipment.

All international orders automatically come with tracking so you’ll be able to check its status.

How long until a customized toy will be shipped after ordering?s.pohl2020-02-07T12:16:14+01:00

How long until a customized toy will be shipped after ordering?

We’re usually sending packages out 2-5 business days after the payment was received.
There might be delays due to high demand when new models arrive, a sale is running or if it’s holiday season. But it usually is just one or two extra business days.

If something majorly delays the process we’ll let you know of course.

How long until a premade toy will be shipped after ordering?s.pohl2019-11-21T13:27:04+01:00

How long until a premade toy will be shipped after ordering?

Premade toys will be dropped off for shipping on the next business day.

How can I contact you?s.pohl2019-11-21T13:18:32+01:00

How can I contact you?

We are happy to answer any questions you might have! Simply email us at support@neotori.com and we will answer at the next opportunity.

Don’t I get a purchase confirmation/tracking link or something?s.pohl2019-11-21T13:29:00+01:00

Don’t I get a purchase confirmation/tracking link or something?

You do. Every purchase will be confirmed via email including the invoice. Another email will arrive with the tracking information once we’ve shipped your order. Finally, if everything is taken care of, you’ll receive the last email stating that your order was completed successfully.

If you’re not receiving any emails check your spam folder. Some providers automatically sort them out as spam.

Are other firmness options available?s.pohl2019-11-21T13:25:58+01:00

Are other firmness options available?

Further firmness options will be implemented and available soon.

Are fees and taxes for customs already included in the price?s.pohl2019-11-21T13:28:11+01:00

Are fees and taxes for customs already included in the price?

There will be no additional fees if you are ordering from within the Eu.

Shipments to destinations outside the EU often come with custom duties or fees and vary from country to country. We suggest you check your local import regulations if you are not sure if it applies to you.

We won’t and cannot fake customs documents for any reason.