FAQ
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SHIPMENT
Will my order be sent discreetly in a neutral packaging?
This is a point of honor with us. No one has to know what sweet little secret your package contains. FUN FACTORY sends orders in industry standard boxes with a neutral sender address “FF GmbH” without any indication of its contents.
ATTENTION: Please note that for deliveries outside the EU, we are legally obliged to attach the invoice to the outside of the package in an accessible way.
How high are the shipping costs?
We offer free shipping within Germany for all purchases over €15,00. For any orders under €15,00, shipping costs of €3,90 will be charged. Shipping to all other EU countries, Switzerland and Norway is free for all orders over €40,00. For any orders under €40,00, shipping costs of €4,95 will be charged.
We offer a paid-for, express delivery service for deliveries to EU countries (except Germany), Switzerland, Norway and United Kingdom for orders over €40,00. The express delivery with FedEx Express will cost you €6,95.
Deliveries to EU third countries (Switzerland, Norway, United Kingdom, Iceland, Liechtenstein) can be subject to country-specific import and customs charges. These charges are calculated by the shipper and will be added to your order.
Is there a minimum order value?
We offer free shipping within Germany for all purchases over €15,00. Shipping to all other EU countries, Switzerland, Norway and the UK is free for all orders over €40,00.
Where do you deliver?
FUN FACTORY delivers to all EU countries, Switzerland, Norway, United Kingdom, Liechtenstein and Iceland. Orders to the United States can be placed in our US store. Alternatively, you can order directly from our FUN FACTORY dealers.
You don’t live in one of the above mentioned countries? Please contact us via info@funfactory.com or our contact form and we will be glad to recommend one of our premium sales partners in your home country.
Are there additional costs for deliveries outside the EU?
Please note that for all deliveries outside the EU additional customs duties and fees may have to be paid. These vary corresponding to the value of goods and expenses of the local parcel service. Please contact the customs office and the parcel service in the destination country to get more information about the amount of additional charges.
Thank you for your understanding.
What are the handling and packaging costs?
Of course there are no extra costs for handling and packaging.
How long do I have to wait for my order?
Waiting is never fun. Yet in this case it's worth it. You have to wait 2-5 days for your FUN FACTORY order.
Can I have products sent to another address?
You want to surprise a friend? Or you just want your package delivered 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?
Of course. FUN FACTORY is happy to deliver to DHL package stations. Just enter your personal package station number as well as the packing station branch in the checkout process.
CLAIMS & RETURNS
How can I return a defective toy?
The 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 reclaim 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 repair or 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.
What can I do if I don't like my toy?
Withdrawal
You have the right to withdraw from your contract within fourteen days without giving any reason. You can find more details in our terms & conditions.
IMPORTANT: The right of withdrawal does not apply to the following contracts, unless the parties have agreed otherwise: Contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery.
Please contact our customer service at info@funfactory.com to get an order number for your withdrawal. This will make the process easier for us and your request can be processed faster. You will have to bear the shipping costs of returning the goods. We will refund the purchase price as soon as we have received the goods unused, but no later than fourteen days after the day on which we have received the notification of withdrawal.
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 FUN FACTORY toys purchased directly at FUN FACTORY GmbH, whether through our online shop en.FUNFACTORY.com or our former FUN FACTORY stores, we give a 24 month warranty if you still have the purchase 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?
Our toys are made of 100% medical grade silicone, are hypoallergenic, non-porous, vegan and halal. The battery compartments and the operating elements are made of body-friendly thermoplast. All our products are free of plasticizers, BPA and phthalates.
How long do I have a warranty on my toy?
For all FUN FACTORY toys, we provide a 24-month warranty upon presentation of proof of purchase.
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 the toy in the bath tub?
All rechargeable toys from FUN FACTORY are 100% waterproof. The battery operated toys are also waterproof as long as the battery compartment is properly closed.
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. For a very thorough cleaning we’re recommending our CLEANER, a hygiene spray which is cleaning your erotic toys gently yet thoroughly.
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. We recommend to use TOYFLUID from FUN FACTORY, which is specially made for erotic silicone toys.
For further information and details, please see our blog article "Cleaning your sex toys".
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.
What is better a water-based or silicone-based lubricant?
Silicone toys should never by used together with a silicone-based lubricant, because the silicone-based gel is very difficult to remove from the toy without leaving any residue. Despite intense cleaning, the toy can become unhygienic. Please use TOYFLUID from FUN FACTORY, which is specially made for erotic silicone toys.
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.
How do I delete my account?
If you wish to permanently delete your account, please drop us a line via the contact form or e-mail to info@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.
How can I become a FUN FACTORY tester?
We receive lots of requests on this topic, meaning usually we have enough testers on hand. If you write a mail to info@funfactory.com, you will be entered in our contact pool as an applicant. Please include some information about you—name, age, experience with sex toys—and why YOU would be the ideal product tester for us. We will then get in touch with you in case of need.