QUESTIONS

Questions? Comments? Not sure what to get? There is no such thing as a silly question. Our team is here 24/7 to provide judgment-free, 100% discreet conversation.

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FAQS

Need to return? Have a question?

If you are not happy with your order, it maybe returned unopened and unused within 60 days of purchase for a full refund or exchange less the cost of return shipping. For items that have been opened and used we offer store credit less the cost of shipping or exchange of equal value less the cost of shipping

Please reach out to us with your order number and the products you'd like to return and we'll take care of the rest. Simply email us at care@oneandbody.com or call 1-800-758-3734

Returns & Exchanges (USA)

What is your return/exchange policy?
If you are not happy with your order, it may be returned unopened and unused within 60 days of receipt for a full refund or exchange.
How to Mail Back an Online Order
Contact our Customer Care team via phone, email or chat to set up your return. Please reference the appropriate carrier website for hours of operation and accessible return drop off locations. For US packages, return shipments must only be shipped through USPS Ground. For Canada & International packages, please consult with our Customer Care team. Pack and ship your return, following the instructions outlined on the Return Confirmation page.
Be sure to have your package sent off within 14 days of your Return Confirmation email that contained your shipping label. Once we receive your package, we’ll process your return within 7 to 10 business days. As soon as your return is complete, we'll e-mail you and let you know.
Can I cancel or edit my order?
Hit the Pay Now button before you were ready? We’ll do our best to help. Get in touch with our Customer Care team right away by calling us at 1-800-758-3734 or by live chatting with us.
When can I expect my refund or store credit?
Refunds will be processed back to the original form of payment and may take 3-5 days from receiving the product in our warehouse to show up on your statement. Depending on your bank or institution it may take longer to process.
Can I exchange lingerie?
Unfortunately, due to the intimate nature of lingerie, we do not accept returns or exchanges on lingerie.
What if my item is damaged or defective?
We are sorry your product isn’t working the way it should. Please contact our Customer Care team within 60 days of receipt via phone, email or chat. We may ask for a video and/or photo to show us the defect. Once determining its defective state we will take care of you.
What if one of my items was missing or was incorrect?
We apologise for the inconveniences this may have caused. Please contact our Customer Care team via phone, email or chat and we will correct the problem right away.
What if the product I want is out of stock?
Please contact our Customer Care team via phone, email or chat and we’ll be able to find you a similar item, put you on a short waitlist for the product, or provide you with a full refund.
How do I conduct a return with payment installments?
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Do store credits expire?
Yes, store credits expire after one year.
Do we ship to PO Boxes?
Yes, we ship to PO boxes.
What happens to the returned product?
Any used product that is returned is destroyed and not resold.

Shipping & Delivery

USA Shipping & Delivery
UPS/USPS Standard$7.99 / Free over US $ 75

3-5 business days

USPS Priority Shipping$12

2-3 business days

USPS Express Expedited Shipping$19.99

1-2 business days

Premium Next Business Day Delivery$49.99

On orders before 10AM EST Monday - Friday

Canada Shipping & Delivery
Canada UPS Standard$19.99

4-7 Days + Customs

Canada UPS Express$28.00

1-2 Days + Customs

International Shipping & Delivery
International Standard$18.00

8-12 Days + Customs

International Express$58.00

5-8 Days + Customs

What if my order has been marked as delivered, but I haven't received it?
We apologize that you haven’t received your order. Please contact our Customer Care team via phone, email or chat so we can assist in locating your package.
Can I edit an address on my order, after it's shipped?
No. Once an order has been shipped, we cannot edit the shipping address. However, you can contact the courier with your tracking number to see if they can make edits on their end:
  • For orders delivered by DHL, call 1 (800) 225-5345.
  • For orders delivered by USPS, call 1 (800) 275-8777.
  • For orders delivered by FedEx, call 1 (800) 463-3339.
  • For orders delivered by UPS, call 1 (800) 742-5877.
How do I track my order?
Once your order has shipped, we'll send you an email with the tracking number. Click the link in the email to track the progress of your shipment.
Will my order be shipped discreetly?
Packaging and billing is always discreet. We ship all our products in either plain brown boxes or padded mailers. Our company name is listed as “SP Trading” on bank statements and shipping labels.
Where do you ship?
We ship to the USA, Canada and Internationally. For Canadian and International orders, please include a phone number with your order to ensure a prompt and accurate delivery.
Can I preorder a product if its Out of Stock?
You can sign up on site for notifications. Or if you would like to be referred to similar product please call in.
Can I add “Signature Required” to my shipping selection?
Yes, for an additional fee you can add “Signature Required” to your order.

International Shipping & Returns

How long does shipping take?
Standard shipping takes 3-5 business days and is free when spending $100 or more.
How to return/exchange an international order?
Your return must be initiated within 60 days of receiving your order. Refunds can only be issued to the credit card or PayPal account used to make the original purchase. Refunds do not include shipping, customs duties or taxes. It may take 3-5 business days to be reflected on your statement. Final sale items from our Last Chance inventory cannot be refunded.
What if my items arrive damaged or defective?
Please contact our Customer Care team via phone, email or chat. We may ask for a video and/or photo to show us the defect. Once determining its defective state we will take care of you.
What if one of my items was missing or was incorrect?
We apologise for the inconveniences this may have caused. Please contact our Customer Care team via phone, email or chat and we will correct the problem right away.
How much are Duties & Taxes?
International duties & taxes are not included at checkout and can only be calculated by the courier upon arrival.
Where is my package?
Once an order has shipped, we'll send you an email with the tracking number. Click the link in the email to track the progress of your shipment.

Payment & Store Credit

Do you offer gift cards?
We do! You can purchase a gift card here. (linked).
Where do I enter my gift card or discount code?
You will be able to add your gift card or discount code at checkout before payment.
What forms of payment do you take?
We accept Visa, Mastercard, American Express, PayPal, Amazon Pay, Venmo, JCB, Discover, Diners Club. You can also split your entire order into four interest-free payments over six weeks using Sezzle.
What currency are your prices in?
All prices on our site are shown in US dollars.
Where can I find my store credit or gift card balance?
After your first purchase using your gift card, you will receive an email confirmation with your remaining gift card balance.
Can my gift card be redeemed for cash or refunded?
Gift cards can be refunded to the original purchaser in their original form of payment within 7 days. If you would like to return an item that was purchased using a gift card, the amount will be credited back to the gift card within 60 days of receipt.

Product Education

What is silicone and is it safe?
Silicone is hygienic, phthalate-free, non-porous, durable, and body-safe. It can be easily cleaned/sterilized and is long-lasting with the proper TLC. With its soft and smooth exterior, silicone comfortably adapts to body temperature and transfers vibrations without the hand-buzz. Be sure to always pair your silicone product with a water-based lube.
What is Glass and is it safe?
Glass is a body-safe, non-porous, and phthalate-free material that can be used with any type of lubricant. It cleans easily with mild soap and water or product cleaners. Glass products are beautiful, have great longevity, and rest assured, they are made to be shatter-proof. For sensation variation, dip glass in cool or warm water for temperature play.
What is considered Metal and are metal products safe?
Metal includes stainless steel, aluminum, silver, and gold. Metal products are body-safe, non-porous, phthalate-free, and are loved for their weight. Metal can be used with any lubricant and is easy to clean and sterilize with product cleaners or mild soap and warm water. For sensation variation, dip metal into cool or warm water for temperature play.
What is TPR/TPE and is it safe?
TPR/TPE is phthalate-free, skin-safe, and soft to the touch. Because of its porous nature, TPR/TPE needs to be cleaned thoroughly with warm, soapy water (no boiling water, please), and should only be used with water-based lubes. TPR/TPE comfortably holds body temperature and transfers vibrations without the hand-buzz.
What is ABS and is it safe?
ABS plastic is a non-toxic, skin-safe, non-porous plastic. This smooth, rigid material cleans easily with warm, soapy water and can be long-lasting with the proper TLC. ABS plastic can be used with any type of lubricant and can comfortably transfer intense vibrations while holding body temperature with ease.
What is hard & soft PVC and is it safe?
Hard PVC is non-porous and easy to clean, however, due to the nature of the material, they should always be used with a condom and thoroughly cleaned after each use. Hard PVC can be used with any lube and often provide stronger vibrations internally or externally. Always check the color, texture, or smell of your product after cleaning as changes can be a key indicator of phthalate leaching.
Soft PVC has a softer, lifelike feel, but can be porous and difficult to clean. Thorough cleaning is necessary for safe usage, and soft PVC products should always be used with a condom to ensure minimal phthalate leaching. Always check the color, texture, or smell of your product after cleaning as changes can be a key indicator of phthalate leaching.
What is rubber and is it safe?
We carry skin-safe rubber materials that provide a realistic look and feel. Skin-safe rubber is designed to match with your friction and warms to the touch during use. This material can only be used with a water-based lubricant and although it is pliable, it always returns to its original shape. A natural renewer powder, like cornstarch, increases longevity.
For reference:
  • Doc Johnson’s Ultraskyn is made out of TPR/TPE which is also known as a skin-safe Rubber.
  • Pipedream’s Fanta Flesh is made out of TPR/TPE which is also known as a skin-safe rubber.
What is leather and is it safe?
Leather, while very porous, is best known for amplifying sensations; increasing sting from the weight and surface. When cleaning, use leather cleaner or warm water to spot clean where needed and never submerge. Check the product manual to determine the appropriate method of cleaning. Renew your leather with a conditioner every so often and protect metal fasteners by polishing after every clean.
What is vegan leather and is it safe?
Vegan leather is also known as PU, polyurethane. It is a skin-safe product and should only be used externally. Be sure to spot clean your vegan leather with warm water and toy cleaner when needed.
What feathers and fabrics do you carry and are they safe?
Our feathers and fabrics include faux marabou feathers, faux fur, nylon webbing, neoprene, and polyester. While these materials are very porous, they are skin-safe when used externally and can be cleaned with mild soap and water. For feathers, check the product manual to determine the appropriate method of cleaning. Should you need lubricant, go for a water-based product for easy clean-up.
What does body-safe mean?
Body-safe products are designed without the use of toxic chemicals and are non-porous for effortless cleaning and safe internal/external use. Body-safe materials include silicone, glass, and metal.
What does skin-safe mean?
Skin-safe products are designed for safe use externally but should be used with caution internally. We recommend using a condom when possible with any skin-safe products.
What is water-based lube?
Water-based lube is gentle, skin-safe, and compatible with any sex toy, condom, or barrier. It is easy to use and effortless to wash off of bedding or clothing.
What is silicone-based lube?
Silicone-based lube is a natural element that is unlikely to cause a skin reaction, lasts longer than water-based lube, and is ideal for water play. It is not compatible with latex condoms or silicone toys.
What is hybrid lube?
Hybrid lube is a mix of silicone and water-based lube. It mimics the body's natural fluid but is not to be used with latex condoms or silicone toys.
What is oil-based lube?
Oil-based lubes are a popular massage oil/lube hybrid. It has a specific, smooth feel but can be hard to clean off bedding. It should not be used with latex condoms.
What is aloe-based lube?
Aloe-based lube has a gel-like quality and acts as a natural moisturizer. It is safe to use with all sex toys and is condom/barrier friendly.
Washing with soap & water
Almost all products can be thoroughly or spot cleaned with warm water, mild fragrance-free soap, and should be left to air dry. Be sure to not submerge products containing batteries, motors, or charging points, and products made with leather, faux feathers, or neoprene. For these materials, switch to a toy cleaner paired with a warm, damp cloth.
Washing with toy cleaners
Water-based foam and spray cleaners are a great option for cleaning all types of product materials including silicone, glass, metal, TPR/TPE, PVC, and Vegan Leather (PU).
Sterilizing with boiling water
Glass, silicone, and stainless steel products without motors, batteries, or charging points can be boiled for thorough cleaning. Put products in a pot of cold water and bring to a boil for 5 minutes. Allow your toy to cool thoroughly before use. Please note, ABS plastic should not be boiled.
How should I store my products?
Products should not touch each other as contact with other products can cause the materials to break down over time. No matter the grade of the material, each product should be stored in a separate bag. On every product page, we show you which size bag is the right fit for your product. Don't forget to add it to your cart before checking out.
How can I maintain my products over time?
A renewer powder keeps your products in good condition. Once thoroughly cleaned, dry your product and add a light sprinkle of powder to have them feeling soft and smooth once again. Corn starch is a great natural option, but please avoid any talc-based products.

Product Troubleshooting

Why is my toy not working?
  • It is very important that the toy is fully charged before using. Make sure that the charger is fully connected to the toy and the power source. To charge with the pin cable, insert the pin to the charging port. A blinking light indicator suggests the product is charging, as soon as the light turns solid, the product is fully charged and should be unplugged.
  • Some rechargeable toys do not turn on when it's plugged from the charging cable. Please make sure to unplug the toy first, then press and hold the power button for 3-5 seconds.
  • Most battery-operated sex toys products are delivered with the batteries already fitted. Just to make sure, open the battery compartment to check if the batteries still have the paper/plastic isolator.
  • Did you allow the toy to reach its first full charge before using it? This process usually takes 4-5 hours.
  • Try charging in multiple sockets.
  • Have you placed the batteries in the correct position following the plus and minus sign?
Is My Toy Waterproof?
Please check the packaging, the information insert, or the online description that indicates if it is waterproof.
Is it okay that my toy is getting hotter than usual?
Typically, your toys tend to get a little warm, but if it is uncomfortably hot, stop using it immediately. Turn it off and remove the batteries first. You may want to check it again later if it has already cooled down.
Checklist for Battery Operated Toys
  • Are your batteries brand new?
  • Have you tried multiple different sets of batteries?
  • Some toys have a plastic or cardboard cap/ cover which helps the toy from corroding in storage. This MUST be removed.
Checklist for Rechargeable Toys
  • Did you allow the toy to reach its first FULL charge before using it? This process usually takes 4-5 hours.
  • Try charging in multiple sockets
  • Press and hold the power button for 3-5 seconds.
Do’s & Don'ts
  • DO clean your toys before and after use.
  • Do make sure that your sex toy is completely dry before plugging your charging cable into the device.
  • Do store your sex toys in a cool, dry place.
  • DO use a sex toy cleaner for extra peace of mind.
  • DO remove any batteries and close the battery compartments tightly before cleaning.
  • DO leave your sex toys to air dry thoroughly (laid on kitchen paper is ideal), or dry with a clean towel.
  • DON’T turn on while charging and/or cleaning. While charging the light will flash, the light will turn solid when fully charged.
  • DON’T put your sex toys away before they are totally dry.
  • DON’T leave your sex toys on a radiator or next to a heat source to dry.
  • DON’T store your newly cleaned toys together.
Your Toy Batteries
  • Always check your manual to ensure your batteries are properly inserted..
  • Remove the batteries when not in use to avoid battery leaks that can permanently damage your toy.
  • Always buy good quality batteries that are safe to use.
  • Make sure you have spare batteries at all times!