We have a warehouse in Frankfurt, Germany. Orders are preferably shipped from the nearest available warehouse. If items are not locally in stock, delivery will be arranged from another warehouse. General shipping times are as follows:

  • Standard shipping: 3–5 business days.
  • Express shipping: 1–2 business days (for an additional fee).

Please note: The exact delivery time for your order is shown in the shipping details on your order page. This information is the most accurate and up to date for your delivery.

Yes, as soon as your order has been shipped, you will receive a tracking number by email.

You can also use the tracking number to view the shipping information at this link: https://www.17track.net/de

In-stock items (from Germany): All goods include value-added tax (VAT); no additional fees apply.

Items not in stock in Germany:

  • Standard shipping: No additional taxes or customs duties.
  • Express shipping: Import duties may apply in some cases (we recommend choosing standard shipping to avoid this).
  • Other countries: Please check your local tax regulations or contact our support team for more information.

If you notice any unexpected fees upon delivery, please contact us immediately—we're here to help!

For delivery, we use courier companies such as DHL, DPD, UPS, and other shipping providers available in your country.

We strive to deliver your order within the specified timeframes, but delays may sometimes occur due to factors beyond our control. If this happens, we will do our best to notify you in advance. If you have not received any updates and your order is delayed, please contact us so that we can investigate the matter and keep you informed. Your satisfaction is our top priority, and we are here to help!

We sincerely apologize, but unfortunately, once a package has been shipped, we can no longer change the delivery address. We recommend that you:

  • Track your package closely using the logistics link provided.
  • Contact the courier service directly for further assistance—they may be able to help redirect the package.

We understand how frustrating this can be! Before contacting us, please thoroughly check around your home once more and ask family members or neighbors—sometimes a package is accepted by someone else and accidentally set aside.

If your package still doesn’t turn up, don’t worry! Our customer service team will be happy to assist you. Simply contact us at service@mymasturbator.de, and we will investigate the issue further to find a solution. Your satisfaction is important to us!

We apologize for the inconvenience! Here’s how we can help:

  • Partial deliveries: Your order may have been split into several packages to enable faster delivery. Please check your emails for additional tracking numbers.
  • Missing item confirmed: If we determine that the item was indeed not shipped, we will send it to you immediately.
  • Required: Please send us photos of the shipping box and shipping label so that we can investigate the incident.

Contact us at service@mymasturbator.de – we will work to find a solution as quickly as possible!

No problem! If you can’t find a suitable answer, our team will be happy to assist you. Simply email us at service@mymasturbator.de, and we’ll get back to you as soon as possible. Your satisfaction is important to us—don’t hesitate to contact us!