FAQ
Shipping & Discretion
Is my order shipped discreetly?
Always. Your order ships in plain, unmarked packaging with no indication of the contents. The return address reads "Sweet Ember" — nothing more.
How will the charge appear on my billing statement?
Your statement will show a neutral descriptor — not the product name or category. Your privacy is our priority at every step.
How long does shipping take?
Standard shipping typically arrives in 5–7 business days, but in some instances can take up to 3 weeks. Please be kind as I am a one woman show, not Amazon. You'll receive a tracking number as soon as your order ships.
Do you offer local pickup?
Yes! Select "Pick up in store" at checkout to collect your order in person at a time that works for you.
Product Safety & Materials
Are your products body-safe?
Yes. We carry products made from body-safe materials including medical-grade silicone, ABS plastic, stainless steel, and borosilicate glass. Each product listing specifies its materials so you can shop with confidence.
Are your products free of harmful chemicals?
We only stock products that are phthalate-free and non-toxic. If you have specific material sensitivities or allergies, check the product description or reach out — we're happy to help you find the right fit.
Cleaning & Care
How do I clean my products?
For non-motorized silicone, stainless steel, and glass items: wash with warm water and mild soap, or boil for up to 3 minutes. For motorized or electronic products: wipe down with a toy cleaner or a damp cloth — never submerge unless the product is rated waterproof.
What cleaner do you recommend?
A fragrance-free, pH-balanced toy cleaner is ideal. Avoid alcohol-based cleaners on silicone, as they can degrade the material over time. Find our recommended cleaner here.
How should I store my products?
Store items in a clean, dry place — ideally in a fabric pouch or the original packaging. Keep silicone products separate from one another to prevent material transfer. Find our recommended cleaner here.
Returns & Satisfaction
What is your return policy?
For hygiene reasons, we cannot accept returns on opened intimate products. If your item arrives damaged or defective, contact us within 7 days of delivery and we'll make it right — replacement or store credit, your choice.
What if I'm not satisfied with my order?
Your satisfaction matters to us. Reach out and we'll do our best to find a solution. See our full Satisfaction & Refunds page for details.
Still Have Questions?
We're here to help. Contact us and we'll get back to you promptly — no judgment, just good answers.