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FAQs

Need some help? Have a question? Below you’ll find the most commonly asked questions about DIVAINNER products and how to order them. If you can’t find the answer you’re looking for, simply fill in the contact form at the bottom of the page and we’ll be happy to help.

Products

1. Which lubricant should I use with my DIVAINNER product?

We strongly recommend using a water-based lubricant, which is the safest option for your new DIVAINNER toys. A silicone-based lubricant may make the silicone on the toy go permanently tacky. If you do wish to use a silicone-based lubricant, perform a patch test by applying it to a small area of the product first. You should never use massage oil or hand-cream as lubricants.

2. My DIVAINNER product doesn’t work/charge. What should I do?

If the battery in your DIVAINNER toy is completely drained, please note that it may take up to 5 minutes for the LED light to begin pulsing, indicating that charging is taking place. This is because the charger initially uses a very low current to protect the battery.

If after 5 minutes the LED light still isn’t responding, check that the DC plug is plugged firmly into the DC socket, and the main plug is plugged firmly into the wall socket. It the product still fails to work, please contact our Customer Support Team via this form for a replacement.

3. Can I use my DIVAINNER product in the shower?

Although many of our toys are fully waterproof, be sure to check the product’s description or the waterproof rating marked on the product itself to confirm before submerging it in water.

4. What is the difference between a vibrator and a dildo?

A vibrator and dildo may be similar in shape and appearance. However, as the name suggests, only a vibrator vibrates. A dildo does not contain a battery and has no automatic movement.

5. How do I register my DIVAINNER product?

In order to benefit from the free, one-year warranty included with your purchase, please register your product shortly after receipt. Simply fill in the form on the warranty page with your name, address, date of purchase, place purchased, and order number, and our system will automatically record your registration.

6. Are DIVAINNER product’s safe to use?

Absolutely! We design all of our products in-house and manufacture them in our own factory so we can oversee every step of the production and quality control. We use only eco-friendly, body-safe materials to ensure your health and safety.

All products arrive with a detailed manual explaining how to use them correctly. Please be sure to read it thoroughly before the first use, even if you have used similar sex toys before. If you have any questions that aren’t answered by the manual, our customer support team is always available at support@divainner.com and happy to help!

 

Ordering, Delivery & Returns

1. Do I need to register to shop online?

No, you have the option to check out as a guest. However, we recommend creating an account to save your details because it will make the checkout process much faster when placing future orders!

2. Which payment methods can I use to pay online?

We offer various ways to pay for your order, including credit/debit cards MasterCard, Visa and American Express, plus PayPal.

3. Can I cancel or change my order?

Changed your mind? If your order status is ‘pending’, you can contact us to cancel your order. If the request is received after your order has shipped out, you will need to return it upon arrival as per the returns policy below to receive your refund.

4. Can I return my DIVAINNER order?

Yes. Your satisfaction is our top priority, so if you’re not happy with your purchase for any reason you can return it for a full refund within 30 days of the delivery date. Please note that you will need to cover the cost of sending the product back to us, and we advise to use a registered shipping method.

5. Do you offer discreet shipping?

Yes. All of our packages are shipped in plain packaging for your peace of mind.

6. Where do you ship to?

Currently, we ship only to the United States.

7. Do you ship to PO boxes?

Unfortunately, we are unable to deliver to an address that is a PO Box.

8. The tracking status says delivered but I haven’t received my parcel. What should I do?

If you were out when our courier attempted to deliver your parcel, they may have left it with a neighbor or at your local post office. Please contact both in the first instance. If you are unable to locate your parcel, please email us so we can assist you.

Have another question? Fill in the form below and we’ll get back to you!