Orders are shipped via express carriers Fedex or USPS.
All orders are shipped from our warehouse in Denver, Colorado
We sure do! Orders are shipped in discreet bubble mailers or boxes with no logos or direct mention of the nature of the products inside. All packing slips are generic.
Yes! You can track your order directly from your order page on our website. We will email you a link when we receive the tracking details of your order. Tracking details are provided within 24 hours of your order being shipped.
We’re sorry you're having issues locating your package. May we please ask you to carry out the following checks:
1. In the first instance, please check your tracking details on the carriers website as they will provide more information about where your package was left. If you click on your tracking number, on your order page, this will take you directly there.
2. Please also check the address on your order page is correct.
3. In the next instance please check your package hasn't been left with neighbours.
4. If you're still unable to locate your package, please contact us with your order number and we will double check the tracking number is correct.
5. We will then ask you to contact your local post office and ask to speak with the post master. Please provide them with your tracking number and ask them to check the final GPS location of your order. This will confirm if your order was delivered to the location specified on your tracking. They may even have your package on hold for you at the post office.
Most of the time, missing packages turn up within a few days so we always advise to wait and see if it turns up before further action is taking.
The next step will be for us to file a loss/theft report with the carrier.
Yes we do!
At this time, we only ship within the United States
Yes! If you click on your tracking number, on your order page, this will take you to the shipping carrier's website where you can add instructions to your delivery.
We're sorry you're having issues. Before returning a faulty toy, may we first ask you to visit our faulty toy page here, and follow a few simple testing points.
If all else fails, please contact us at email@example.com, or through our live chat feature, so we can assist you.
If your product is faulty, you can return it to us and we will replace it with an identical product. If we cannot replace the product, we will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.
Good old-fashioned soap and hot water is sufficient for most sex toys. Lather up the toy with a little squirt of unscented, anti-bacterial soap and let the foam sit there for a few moments to kill bacteria and other germs. Be sure to rinse well. If you're washing battery-operated toys that aren't waterproof, be sure to remove the batteries and avoid submerging them.
Toys made of plastic, jelly, or other porous materials, have to be cleaned more carefully, since germs love to sneak into tiny grooves that can form in these after a little wear and tear. Do the same as above, but with a little extra care to make sure you clean the surface as well as any grooves, which can be extremely small.
You can also invest in a sex toy cleaner. A specialized cleanser or spray not only kills off germs and prevents bacterial growth, but also uses conditioning properties which help to keep the integrity of softer materials like silicone and jelly.
To dry, you can either leave your toy to air dry on sheets of clean kitchen roll or speed up the process by drying with a clean towel.
Keep toys stored in a container or pouch (to keep them clean) and in a cool, dry place.
Note on lubes
Don't use silicone- or oil-based lubes with silicone toys, because it will stick to the material and break down the surface of your toy. Go with water-based or hybrid lube instead.
Orders are fulfilled by our warehouse instantly, so unfortunately once an order is placed we are unable to cancel it.
If you wish to return your unopened order, please send us a message at firstname.lastname@example.org and we will take you through the process.
We accept Visa, MasterCard and American Express cards. Alternatively, you can complete your order with PayPal.
To ensure your peace of mind, we offer a no questions asked return policy on sex toys (excluding gift sets and collections).
If you're not happy with your sex toy, you can return it (for disposal) within 30 days. We will happily give you a store credit for the same value, minus the amount we paid to ship your item (usually between $10-$15).
All returned products are immediately disposed of.
Happiness Guarantee Terms and Conditions
The guarantee applies only to sex toys. All other products are excluded from being returned, unless faulty. Gift sets containing toys and toy collections are also excluded.
You are responsible for the shipping fees incurred from returning the sex toy.
The number of returns is limited entirely at Lily & Him's discretion.
To return a sex toy, please contact us at email@example.com. Please provide your order number.
To return a sex toy, please contact us at firstname.lastname@example.org or through our live chat feature and we'll take you through the process. Please provide your name and order number.
We'll certainly try! Shoot us a message and we’ll see what we can do. We have an awesome supplier who can source most products/brands very quickly.
You can contact us through our contact page! We will be happy to assist you.