Hellonancyofficial

FAQs

Questions about your order?

Answers to the most common questions about Hellonancyofficial products: shipping, returns, warranty, materials, and care. Need more? Email [email protected] — we reply within one day.

Shipping & delivery

  • How discreet is shipping?

    Plain corrugated box with no logos or brand markings. Return address shows 'Hellonancyofficial, LLC.' Customs labels use parent company name for extra privacy.

  • How fast does it ship?

    Standard US shipping is 2–4 business days, free on all orders. Expedited (1–2 days) available at checkout. International orders typically 5–10 business days with duties prepaid.

  • Do you ship internationally?

    Yes—Canada, UK, Australia, and EU. We cover all duties upfront so you won't see surprise fees on delivery.

Returns & warranty

  • What's the return policy?

    30 days, full refund, free return shipping. We accept returns even on used products—refunds don't depend on condition. All returned items are recycled, never resold.

  • How long is the warranty?

    Two years on every device. Covers manufacturing defects, motor failure, battery issues, and silicone separation. We replace or repair free of shipping costs.

  • What if my device arrives damaged?

    Email [email protected] with photos and order number. We ship a replacement same-day most times, with a prepaid return label included.

Materials & safety

  • What's it made of?

    FDA-registered medical-grade platinum-cured silicone, polycarbonate core, lithium-ion battery. Phthalate-free, BPA-free, latex-free. Full details on each product page.

  • Is it waterproof?

    Yes—IPX7 rated, fully submersible to 1 meter for 30 minutes. Safe for showers, baths, and poolside play.

  • How quiet is the motor?

    33–48 dB depending on intensity—quieter than a whispered conversation. Independently verified by an audiology lab.

Using your device

  • How long does the battery last?

    Up to 120 minutes per charge, depending on intensity. Full charge takes 90 minutes via the included USB-C magnetic base.

  • How do I clean it?

    30 seconds of warm water plus a tiny drop of mild cleanser, then pat dry. Full care instructions on the [Care & Cleaning](/care) page.

  • Can I travel with it?

    Yes—TSA-friendly, comes with silk pouch, travel lock available (hold button 5 seconds) prevents accidental activation.

Missing an answer? Email [email protected] — we update FAQs weekly based on customer questions.

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