SHIPMENT
Will my order be sent discreetly in neutral packaging?
YES! FUN FACTORY ships orders in industry standard (brown unmarked) boxes with a neutral sender address “FF USA” without any indication of its contents.
Where do you deliver?
FUN FACTORY USA currently only ships to US addresses. We have distributors in Mexico and Canada and would be happy to help those customers find a store nearby. Alternatively, you can order directly from any local FUN FACTORY dealer.
What are the shipping costs?
FUN FACTORY USA offers FREE USPS First Class shipping to all orders shipped to locations within the United States.
A variety of expedited services are available for an additional charge at checkout.
How long do I have to wait for my order?
Normally, you have to wait 4-5 business days for your FUN FACTORY order. Expedited shipping is available to most locations.
Once your order has shipped you will received an order confirmation from Fun Factory containing a tracking number. If you have not received this message, please check your spam folder and contact us for assistance.
Can I have products sent to another address?
Nothing is easier. While ordering it's no problem to enter a separate billing and delivery address.
Can I have my order sent to a package retrieval station?
YES! However we cannot offer expedited shipping service to these locations. Shipments will be made using USPS Priority Mail.
CLAIMS & RETURNS
How can I return a defective toy?
FUN FACTORY puts great emphasis on quality. All toys are manufactured with a lot of manual work and passion for small details and pass through various control procedures. Yet in spite of this, it may happen in rare cases that a toy leaves our company in faulty condition or is damaged during the delivery.
Please contact our customer service if you suspect a defect or want to refund your order (or a part of it). You will receive an individual number from us, so that the process of your claim or return will work quickly and smoothly.
After receipt of your return, the suspected defect will be checked as soon as possible. In case of a warranty claim, we will arrange the replacement of the product in consultation with you.
Attention: The use of oils and creams such as suntan lotion or sunscreen, lip care products, essential oils, coconut oil, and edible oils of any type can cause irreparable damage to your toy. Please DO NOT use these products with a FUN FACTORY toy. For further information, check out the "Cleaning & Lubricants" section below.
I don't have the receipt any longer. Can I still return the product?
Without any validation (invoice, receipt, bank statement etc.), we cannot verify if it is a legitimate warranty claim. That's why you should always keep the receipts of your purchases.
I didn't buy the product at FUN FACTORY. Can I return it anyway?
In this case, we ask you to address the claim directly to the seller. If a problem arises with the return of a defect toy, please contact us so that we can intervene and help you deal with the seller. Please be aware that we cannot process claims for toys that were not purchased directly from FUN FACTORY.
How long is the warranty on my toy?
For all motorized FUN FACTORY toys, we offer a five-year warranty with the submission of a sales receipt.
WARNING: The use of oils and creams (suntan lotion or sunscreen, lip care products, essential oils, coconut oil, and edible oils of all types) can cause irreversible damage to the control unit and the entire toy. Please DO NOT use any of the products listed above in combination with a FUN FACTORY toy. The use of any of these products with your toy may void your warranty.
FIRST AID
My new vibrator cannot be switched on. Why?
Please make sure that you deactivated the travel lock. To unlock your toy click the + button (or the big point button) and the FUN button at the same time for about 1 – 4 seconds. The toy should now vibrate once. You can then start the toy by clicking the FUN button. You can also see how to unlock the travel lock here.
My rechargeable product can't be recharged. What am I doing wrong?
Please check if the toy is properly connected to the charging cable. If the head of the charging cable does not light up when a toy is connected, the cable may be defective. If you're not sure, please contact our customer support.
When I close the cap of my battery toy, it immediately begins to operate. Is the toy defective?
No, it just means the batteries have been inserted incorrectly. In addition, do not use rechargeable batteries for your toy, but normal 1.5 volt batteries. It is best to remove the batteries from the toy after use and leave the battery compartment open.
What do I do when the retrieval band on the SMARTBALLS tears?
Normally the band should not tear. A bearing capacity of 4-8 kilos and improved quality should prevent this from happening. The band in the new SMARTBALLS is shorter and more powerful, making it even more secure. If, however, worse comes to worse, the SMARTBALLS can be removed using your fingers. SMARTBALLS are NOT suitable for anal use.
PRODUCTS
What are the products made of?
The sheaths of the toys are made of 100% medical-grade silicone. The battery compartments and the operating elements are made of thermoplast.
How long do the products have a guarantee?
For all motorized FUN FACTORY toys we offer a 2 year warranty with the submission of a sales receipt.
For how long do I need to charge my toy?
FUN FACTORY recommends charging new toys overnight before the first use; starting with a strong charge ensures a long and healthy battery life for your new toy. Lithium memory batteries cannot be over or under-charged after the initial full charge.
You toy is fully charged when all the buttons on the handle light up or blink.
Note: Toys will not operate while charging.
How long can I wear SMARTBALLS?
We recommend starting with a wearing time of approx. 15 minutes and extending this continuously with each training session. The SMARTBALLS should not remain in the body for longer than 30 minutes at a time—the pelvic floor also needs a break. The most important thing for the training is its regularity: We recommend to wear them 2-3 times per week.
CLEANING & LUBRICANTS
How do I clean my toy?
You can easily clean all your FUN FACTORY toys by using warm water and a mild soap.
WARNING: Please make sure to never use your toy together with a silicone-based lubricant, because the silicone-based gel is very difficult to remove from the toy without leaving any residue.
How often should I clean my toy?
Clean your toy before and after every use. For best hygiene, give your toy a wash before the first time you use it, just like you’d wash your hands.
Which is better, a water-based or silicone-based lubricant?
Silicone toys should never be used together with a silicone-based lubricant, because silicone-based gel is very difficult to remove from the toy without leaving any residue. Even if you clean the toy vigorously, you may not be able to leave it in a hygienic condition.
WARNING: The use of oils and creams (suntan lotion or sunscreen, lip care products, essential oils, coconut oil, and edible oils of all types) can cause irreversible damage to the control unit and the entire toy. Please DO NOT use any of the products listed above in combination with a FUN FACTORY toy. The use of any of these products with your toy may void your warranty.
Can I use other fluids with FUN FACTORY toys?
Yes, all suitable fluids can be used with FUN FACTORY toys. You just have to make sure that only water-based fluids are used.
WARNING: The use of oils and creams (suntan lotion or sunscreen, lip care products, essential oils, coconut oil, and edible oils of all types) can cause irreversible damage to the control unit and the entire toy. Please DO NOT use any of the products listed above in combination with a FUN FACTORY toy. The use of any of these products with your toy may void your warranty.
My toy handle is damaged when employing a cleaner. Why?
This may be because the cleaning agent is too aggressive. It's best to clean your toy with our CLEANER—an effective, yet mild hygiene spray for cleaning your FUN FACTORY toys and of course other erotic toys as well.
Further, the use of oils and creams such as suntan lotion or sunscreen, lip care products, essential oils, coconut oil, and edible oils of any type can lead to irreparable damage to your toy. Please DO NOT use these products with a FUN FACTORY toy.
OTHER
Are my personal details secure?
Your data is always confidential and safe with us. We only use your personal information for processing your purchases. A registration in our shop is not necessary for placing an order. You can also order through a guest log-in. Setting up a user account has its advantages of course, for example being able to follow your order history or place successive orders easier. Those who subscribe to the newsletter will also be informed about special offers and campaigns. You can find more detailed information about how your personal data is processed here.
Is there a minimum order value?
No, your shopping spree must know no bounds!
How do I delete my account?
If you wish to permanently delete your account, please drop us a line at customerservice@funfactory.com. We will promptly delete all your data.
Of course you can register for a new account at any time or order further products as a guest.
Why do you use gendered language on your site?
As a sex-educator-led brand, we avoid using gendered and binary language whenever possible. In fact, we were the first brand to release a gender-neutral menstrual cup, and have been working since 2016 to remove gendered language from our marketing wherever possible.
Unfortunately, tailoring our content for search engine optimization (SEO) usually entails using some gendered language. In our industry, which faces all sorts of limitations when it comes to advertising—we cannot advertise through Meta, for example—SEO is of critical importance. Using gendered language for SEO purposes is near-universal in our industry, even among progressive brands. Also, when we cite studies, we mirror the language of the studies, even when it’s binary. Even so, we try to use gendered terms only where they’re strictly necessary, usually in headlines and collection names.
Additionally, we try to qualify these binary terms by writing around them using inclusive language. An example is on our Men’s Toys page: “Looking for sex toys for men? Most toys work on all bodies, but these are designed with the penis and prostate in mind.”
For our gender-expansive tips roundup, check out Tips for Trans and Gender-Expansive Folks. We are always working to improve and expand our content, and welcome any feedback on making our materials more inclusive.
Got a question we haven’t answered? Contact us.