CUSTOMER SERVICE

Frequently Asked Questions

Click on the links below to jump to each answer:

Shipping FAQs
Order FAQs
Warranty FAQs
Product Troubleshoot
Do you ship internationally?

lewandmassager.com currently ships within the USA only.

International customers can purchase our premium anal products from the list of authorized Le Wand resellers abroad.

Do you ship to a PO Box?

UPS or the USPS fulfill all Le Wand orders. However, only the USPS can deliver to a PO BOX.

If you want your order shipped explicitly to a PO Box, please contact us after placing your order — Our customer service representative will arrange for your package to be sent out via USPS.

Do you offer discreet shipping?

Your privacy is paramount, and we’ve taken the following measures to ensure that you can shop on all COTR, Inc. websites with complete confidence.

Plain Brown Packaging

We dispatch all items in plain, sturdy custom-made boxes. There's absolutely no way of telling what's inside, so the only person that will be getting excited is you!

There are no Le Wand markings on the back or side of your package. The only information visible is your name, shipping address and the shipping courier (UPS or USPS) that you selected.

Billed to COTR, Inc.

Your debit card, credit card, or PayPal statement will display a charge to COTR, Inc.

I entered the wrong shipping address, how do I change it?

Unfortunately, we can only correct shipping addresses within a very small window after an order is placed. We are not able to change or modify the shipping address for orders that have already been shipped. Depending on how quickly you contact customer service, we may be able to have UPS re-direct your package, however this will cause you to incur an additional fee. COTR Inc is not responsible for lost or stolen packages that are shipped to an address that we are provided with. For assistance with your order, please contact us.

I didn't want a signature required for delivery, how do I have it removed?

If you contact customer service, we can assist you with having the signature requirement for delivery removed from your order and credited back to you. We are only able to modify the signature requirement before your order ships. If your order has already shipped, we can have the package rerouted to a local UPS customer service facility. Please contact customer service with the address to your local facility as soon as possible after your order is placed. COTR Inc is not responsible for lost or stolen packages that do not require a signature for delivery.

I can't apply a coupon code. What are the restrictions?

Unless otherwise specified, only one coupon code can be applied per order and it cannot be used in conjunction with bundles, sets, special discounts or any other promotional offers.

I haven’t received an order confirmation. What should I do?

There should be an email from [email protected] with the subject line lewandmassager.com: New Order #

If you can't find this email in your inbox, please try checking your spam folder.

If you still can't find the email, please contact us and we'll help resolve the issue.

I haven't received a tracking number

We generally process all orders within a single business day.

Our offices close on Saturday and Sunday, so if you place an order on Friday, you should expect to receive your tracking number on the following business day- Monday.

If it's been longer than two business days, please try checking your spam folder for an email from [email protected] with the subject line lewandmassager.com: Tracking Number for Order #

If you still can't find the email, please contact us and we'll help resolve the issue.

My tracking number doesn't work

The tracking number provided by the postal service (UPS or USPS) may take up to 24 business hours to become active.

If you're still having trouble tracking your order, please contact us and we'll help resolve the issue.

My product was damaged / already opened upon delivery

Please contact us including a photograph of the packaging with the subject line Damaged / Opened Item(s) Upon Delivery

We'll review your claim within a business day and get back to you with a solution.

I received the wrong order

Mistakes happen, and we apologize for the inconvenience caused. Contact us and we'll help send out the correct item to you immediately.

How do I exchange or return my order?

All Le Wand products are covered by our one (1) year limited warranty, from the date of original purchase, against defects due to faulty workmanship or materials.

If you discover a defect and notify us via [email protected], and Le Wand will, at its own discretion, replace the product free of charge.

Please note that due to the nature of pleasure products:

  • We cannot accept non-defective exchanges on items that have been opened.
  • As per industry standards, pleasure products may not be returned unless they are defective.
  • A shipping charge will only be refunded in cases where our error caused the return.
  • All returns and exchanges require pre-authorization in the form of a receipt of purchase.
  • If you haven't opened your package yet, we might be able to make an exception; however, that isn't something we can guarantee. Products must be in their original factory packaging to consider them for an exception to our return policy. If you haven't opened your package and would like to inquire about a possible return, please contact customer service at [email protected]. Le Wand is not responsible for shipping costs for items that are approved for return.
How do I register my product?

All Le Wand products are covered by our one (1) year limited warranty, from the date of original purchase, against defects due to faulty workmanship or materials.

We highly recommend that you register your Le Wand to help us serve you better should any problems occur. Opting out of registration does not diminish your warranty rights.

How do I process a warranty claim?

A proof of purchase is required to process a warranty claim. If you purchased via www.lewandmassager.com, we already have your details on file.

Contact us and our customer service representative will help you received a replacement unit. Do not attempt to repair any pleasure products by yourself.

I lost my proof of purchase. What should I do?

Lucky for you, that’s where our Lifetime Quality Guarantee comes in.

If you’ve ever purchased a Le Wand product and find that your product breaks down outside the 1-year warranty period, you are entitled to a 50% discount on any of the Le Wand product line. Rules apply.

Contact [email protected] for further instructions.

How do I clean my sex toy?

To clean your Le Wand toy or any sex toy for that matter, use a mild antibacterial soap and wash it with warm water. Leave to air dry.

Another straightforward method is to spray the toy cleaner onto the surface and wipe it off. We recommend using the Wicked Anti-Bacterial Sex Toy Cleaner.

Help, I have an issue with my Le Wand product!

Our user guides contain all the answers to the questions you might have regarding your Le Wand item.

The guides include information in English, German, Spanish, French, Italian, and Russian.

Are the Le Wand Original and Le Wand Petite waterproof?

The body of the Le Wand Original and Le Wand Petite is not waterproof. Submerging the wand in water during cleaning or playtime will damage it and void the warranty. We recommend cleaning the head of your Le Wand massager with a damp cloth and a toy cleaner or warm water and mild anti-bacterial soap.

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