FAQs
Questions answered about your pleasure.
Quick answers to the most-asked questions. If something's missing, email care@officialhellonancy.com — a real person replies, usually within a day.
Shipping & delivery
How discreet is shipping?
Plain corrugated box, no logos, no brand markings, return address listed as 'Officialhellonancy.' Even the customs label uses the parent company name.
How fast does it ship?
Standard US shipping is 2–4 business days, free on every order. Expedited (1–2 days) available at checkout. International orders typically 5–10 business days with duties paid at checkout.
Do you ship internationally?
Canada, the UK, Australia, and the EU. We pay duties up front so there are no surprise fees on delivery.
Returns & warranty
How long is the warranty?
Two years on every device. Covers manufacturing defects, motor failure, battery degradation, silicone separation. We replace or repair, free of shipping.
What if my device arrives damaged?
Email care@officialhellonancy.com with a photo and order number. We ship a replacement same-day in most cases, with a prepaid label for the original.
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 disclosure on each product page.
Is it waterproof?
Yes — IPX7 rated, fully submersible up to 1 meter for 30 minutes. Shower, bath, or poolside-safe.
How quiet is the motor?
33–48 dB depending on intensity — quieter than a hushed 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. Charges fully in 90 minutes via the included USB-C magnetic base.
How do I clean it?
30 seconds of warm water, a drop of mild cleanser, pat dry. Full ritual on the Care & Cleaning page.
Can I travel with it?
Yes — TSA-friendly, included silk pouch, travel lock (hold the button for 5 seconds) prevents accidental wake-ups.
Question we missed? Email care@officialhellonancy.com — we add new FAQs every week based on what customers ask.