Unlike traditional retailers that sell pre-made products, we provide a highly customizable service. For this reason, we only move orders to the production phase once you submit your unique design.

When buying a design session, you get to use our online toy editor to customize every aspect of your toy. Once you're satisfied with your design, the editor lets you submit your design for production and shipping.

No! This is included in the cost of the design session, so in addition to getting access to our online toy editor, you are also getting the physical product made and shipped to the address you provide.

The final checkout price will include an added shipping fee based on location which can only be calculated once you provide you shipping address. The difference in price may also be due to live currency conversion calculations. Our order confirmation email will include the cost of shipping within an itemized bill.

If you made payment via Paypal, we will send an email to the address associated to your Paypal account. If you purchased via credit or debit card, we will use the email you provided within the payment details form.

No need to worry in these kinds of cases, we will work with you to solve the issue.

The first thing to do is check your 'spam' or 'junk mail' inbox as there is a chance that the email has been automatically sent to these folders. The email subject would be 'Thank you for your order'.

If you still can't locate the email and the transaction has been completed you should have been given an 'order number' on our payment success page. This number should be forwarded it to our customer support team along with an explanation of your issue via email on info@modlarplay.com

If the transaction went through you should have also received an email receipt from paypal which includes a 'transaction ID' which should be forwarded to our customer support team along with an explanation of your issue via email on info@modlarplay.com

If you have not received a receipt from paypal, there is a good chance that the transaction has not gone through and the purchase was not made. If funds have been withdrawn from your account, we strongly suggest you contact paypal for a receipt which includes the transaction ID so that we may track down your order and provide you with access to our service.

Once you have purchased a design session, you will receive an email containing a URL link to the online editor.

Once you have purchased a design session, you will receive an email containing these login credentials.

Your custom design is sent to our network of verified suppliers who manufacture your toy to your exact specifications. Once complete, it's shipped directly to you in discreet packaging.

No! Our configurator is user-friendly and intuitive. The editor provides guidance throughout the design process to help you create exactly what you want.

You can customize nearly every aspect of your toy including:

• Style aesthetic (sc-fi, fiction, minimal, abstract, etc...)
• Mix and match different pieces for a unique shape
• Intensity of shaft curvature
• Presice size and dimensions
• Firmness/density (soft, medium, firm)
• Colors & pour patterns (solid colors, marbled effects, multi-layer combinations)
• Surface (translucent, solid, opal, etc..)

Yes! The configurator provides a real-time 3D preview of your design from all angles. You'll see exactly what you're creating as you make adjustments.

Yes, there are minimum and maximum dimensions for both safety and manufacturing reasons. These limits are clearly displayed on the pricing page and within the online toy editor and vary depending on the type of toy you're designing.

This prompt indicates that you are attempting to submit a design which exceeds the size limitations of the design session which was purchased. If you purchased a 'Small' tier design session and are attempting to submit a design which is categorized as 'Medium' or 'Large' the editor will warn you to amend the size prior to submitting the design for production and shipping.

No, our service does not rely on setting up accounts. The access credentials tied to your design sessions will be sent to you and will only store design and transactional data.

First, try these troubleshooting steps:

• Refresh your browser
• Clear your cache and cookies
• Try a different browser (Chrome, Firefox, Safari, Edge)
• Disable browser extensions temporarily
• Check your internet connection
• Ensure JavaScript is enabled

If issues persist, contact support immediately with:

• Description of the problem
• Browser and operating system you're using
• Screenshots if possible
• Your order number or paypal transaction ID

We'll work to resolve technical issues quickly. If a technical problem prevents you from using your paid session, we'll provide appropriate accommodation.

The online toy editor works best on Desktop/Laptop: Chrome, Firefox, Safari, Edge (latest versions). We are working hard to make the editor available on mobile devices in the near future.

Unfortunately there is a big chance that you may not be able to make changes past this point, however we encourage you to get in touch on info@modlarplay.com to figure out if an exception can be made depending on the production stage of your specific order.

This is not a service we offer to our customers, however we are open to working with suppliers to create fully customizable and modular style packs to be used via the toy editor. If you are interested in knowing more please get in touch via info@modlarplay.com

While we can provide general guidance about materials, firmness, and sizing, the design itself is your creative choice. We cannot provide personalized recommendations about specific shapes, features, or aesthetics. We encourage you research articles and to consider your own preferences. If in doubt start with a minimal design with small to medium sizing in order to form your own opinions on what works for you.

All toys are made from body-safe, medical-grade platinum-cured silicone that is:

• Non-porous and hygienic
• Hypoallergenic and suitable for sensitive skin
• Phthalate-free and non-toxic
• Easy to clean and sterilize
• Durable and long-lasting
• Heat-resistant and flexible

Platinum-cured silicone uses a platinum catalyst in the curing process, resulting in the purest, safest silicone available. Unlike cheaper peroxide-cured or silicone blends, platinum-cured silicone:

• Contains no potentially harmful chemicals
• Doesn't off-gas or release odors
• Has superior strength and stability
• Is the same grade used in medical devices and baby products

Soft: Extremely flexible and easily compressed. Great for beginners or those who prefer a more yielding feel. Can feel more "realistic" but may be more challenging to insert if very soft.

Medium: Offers a good balance between flexibility and structural support. Firm enough to provide pressure while still being comfortable. Recommended for most users and designs.

Firm: More rigid with less give. Provides more intense pressure and stimulation. Ideal for experienced users or those who prefer firmer sensations.

We process all payments exclusively through PayPal, which offers multiple payment options:

Pay with PayPal Account:

• PayPal balance
• Bank account linked to PayPal
• PayPal Credit
• Debit or credit card saved in your PayPal account

Pay without a PayPal Account:

• Credit card (Visa, Mastercard, American Express, Discover)
• Debit card

Buy Now, Pay Later Options:

• PayPal Pay in 4 (Availability depends on your location and creditworthiness)

No! While having a PayPal account offers more payment options, you can check out using your credit or debit card. You'll still process through PayPal's secure system, but you won't need to create an account.

Absolutely. PayPal is one of the world's most trusted payment processors with:

• Industry-leading SSL encryption
• Buyer protection policies
• Secure payment processing
• PCI-compliant security standards

We never see or store your credit card information. All payment data is handled securely by PayPal.

Yes, the transaction will appear in your transaction history & statements. However, it will display under our business name 'ModlarPlay' (not anything identifying the product type).

Yes, as long as the card is accepted by PayPal:

• Prepaid Visa, Mastercard, Amex, or Discover cards typically work
• The card must be registered with a billing address
• Ensure the card has sufficient balance to cover the full purchase
• Some prepaid cards may not work with PayPal - this varies by card issuer

If your payment is declined, common reasons include:

• Insufficient funds in PayPal balance or linked account
• Card expired or reached limit
• Bank flagged the transaction (contact your bank)
• PayPal account has restrictions or requires verification
• Billing address doesn't match card information

To resolve:

• Check your PayPal account for error messages
• Verify your payment method is current and has available funds
• Try a different payment method
• Contact PayPal support if the issue persists

If you are confident that the payment details you are providing are correct and have already tried the solutions mentioned in the previous question, please get in touch via email on info@modlarplay.com and our customer support team will send you a payment request directly via Paypal.

This depends on PayPal's capabilities. Typically, PayPal allows you to split payment between your PayPal balance and one backup payment source. You cannot manually split between multiple cards through our checkout, but PayPal may automatically do this if your primary method has insufficient funds.

Yes! PayPal processes international transactions and handles currency conversion automatically. You can pay in your local currency, and PayPal will convert it at their current exchange rate (plus their standard conversion fee).

We do not charge any payment processing fees. However, PayPal may charge:

• Currency conversion fees for international purchases
• Fees for certain PayPal Credit transactions (if applicable)
• Standard credit card foreign transaction fees (charged by your card issuer, not us)

Production typically takes 10-30 business days depending on:

• Design complexity
• Current order volume
• Supplier availability
• Your location

Your design is distributed to our network of verified, experienced suppliers who specialize in high-quality, body-safe adult products. We carefully vet all manufacturers to ensure they meet our quality and safety standards.

No, we assign projects to suppliers based on their expertise, capacity, and your design specifications to ensure the best possible outcome.

While we strive for accuracy, please note:

• Colors may vary slightly due to the handmade process and monitor differences
• Minor variations in weight (a few grams) may occur
• Surface texture may have slight variations
• Overall dimensions should match specifications within normal tolerances

These are characteristics of artisan-made products and do not constitute defects.

All toys undergo inspection before shipping to ensure they meet specifications and quality standards. We check for:

• Accurate dimensions
• Proper curing and material quality
• Surface defects or imperfections
• Color accuracy
• Structural integrity

Shipping costs vary based on:

• Your location
• Package weight and size
• Chosen shipping method (standard, express, etc.)

Exact costs are calculated and displayed at checkout.

Delivery timeframes vary by location and shipping method:

• Domestic (EU): 3-10 business days
• International: 9-21 business days

Please note these are estimates after the item ships. Add production time (10-30 business days) for total timeframe from order to delivery.

Absolutely. We understand privacy is paramount. All orders ship in:

• Plain, unmarked boxes or padded envelopes
• No logos, branding, or product descriptions on exterior
• Neutral return address (generic business name)
• Generic sender name on shipping label
• Discreet customs declarations for international orders (e.g., "silicone products" or "personal items")

No one handling your package will know what's inside.

Yes! You'll receive:

• Order confirmation email immediately after purchase
• Design submission confirmation with estimated production timeframe
• Shipping confirmation with tracking number when your item is dispatched

You can track your package's journey using the provided tracking number.

This depends on your shipping carrier and location:

• Some carriers will leave packages at the door
• Others require a signature
• You may be able to redirect to a pick-up location

Check your tracking information for carrier-specific options.

Contact our support team immediately if:

• Tracking shows delivered but you haven't received it
• Your package appears lost or delayed beyond the expected timeframe

We'll work with the carrier to locate your package or arrange a replacement or refund.

We can ship to most countries which Paypal operates in. You may however experience issues with customs if your country has restrictions on adult products. For customs related issues, please get in touch with your local courier. If you experience issues prior to shipping, please get in touch on info@modlarplay.com to see if arrangements can be made.

For international orders:

• We declare items honestly but discreetly on customs forms
• You may be responsible for customs fees, import duties, VAT, or other taxes imposed by your country
• These fees are beyond our control and are not included in our pricing
• Delays can occur during customs clearance
• We cannot mark items as "gifts" or undervalue packages to avoid customs charges

Please check your country's regulations regarding adult product imports before ordering.

Due to the intimate, custom nature of these products and health regulations, we cannot accept returns on:

• Used items
• Opened items
• Items that have been removed from original hygiene packaging

This policy is standard across the adult toy industry for safety and hygiene reasons.

We will replace or refund products that arrive:

• Damaged during shipping
• With manufacturing defects
• Not matching your approved design specifications
• With material flaws or curing issues

You must contact us within 7 days of delivery with:

• Photos of the issue
• Description of the problem
• Order number

We'll review your claim and arrange a replacement or refund promptly.

Defects (eligible for replacement):

• Tears, rips, or structural damage
• Uncured or sticky silicone
• Significant color errors (completely wrong color)
• Major dimensional errors (2+ cm variance from specifications)
• Air bubbles or voids larger than 5mm
• Rough, sharp, or unsafe edges

Normal variations (not defects):

• Slight color variations or marbling differences
• Minor weight variations (few grams)
• Small surface bubbles (under 3mm)
• Slight texture variations
• Minor differences in appearance from digital preview

Because each toy is custom-made to your exact specifications and you approved the design before production, we cannot offer satisfaction-based returns or exchanges. We strongly recommend:

• Carefully reviewing your design before submission
• Starting with conservative specifications if you're unsure
• Contacting support if you have questions during design
• Researching size and firmness preferences beforehand

The design session is non-refundable. However, if you experience technical issues preventing use, contact support immediately via info@modlarplay.com and our support team will review your specific case and offer assistance.

Approved refunds are processed within 5-10 business days to your original payment method. Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account.

Routine Cleaning (before and after each use):

• Rinse with warm water
• Wash with mild, fragrance-free soap or dedicated toy cleaner
• Pay attention to textured areas and crevices
• Rinse thoroughly
• Pat dry with a clean, lint-free towel or air dry completely

• Boiling: Submerge non-electronic silicone toys in boiling water for 3-5 minutes
• Dishwasher: Place on top rack, hot water cycle, no harsh detergents
• Bleach solution: 10% bleach solution (1 part bleach to 9 parts water), soak briefly, rinse thoroughly
• Toy cleaner: Use commercial toy cleaning products designed for silicone

• Before first use
• Between anal and vaginal use
• Between partners (if sharing)
• If you have an active infection
• Periodically (every few weeks) for maintenance

Safe to use:

• Water-based lubricants (recommended)
• Hybrid lubricants (water + small amount of silicone)

NEVER use:

• Pure silicone-based lubricants (can degrade the toy surface)
• Oil-based lubricants (can break down silicone)

When in doubt, test lubricant on a small, inconspicuous area first.

• Clean and dry completely before storage
• Store in a cool, dry place away from direct sunlight
• Use individual storage bags or keep toys separated
• Never let silicone toys touch each other (can cause surface degradation)
• Avoid storing near sharp objects
• Keep away from heat sources

Some softer silicones may develop a slightly tacky surface over time. You can dust with cornstarch before storage, but wash thoroughly before next use.

With proper care, medical-grade silicone toys can last for many years – even decades. Factors affecting longevity:

• Frequency of use
• Cleaning methods
• Storage conditions
• Whether proper lubricants are used
• Protection from cuts and tears

While silicone is extremely durable, it can be damaged by:

• Cuts from sharp objects, fingernails, teeth, or jewelry
• Exposure to silicone lubricants
• Extreme heat (beyond normal boiling temperature)
• Harsh chemicals or solvents

Handle your toy carefully and follow care instructions to maximize its lifespan.

A very faint smell immediately after unpacking is normal and should dissipate after washing. High-quality platinum-cured silicone is virtually odorless. If your toy has a strong chemical smell, contact us as this may indicate an issue with the curing process.

Yes, but always:

• Clean thoroughly between uses
• Consider using condoms for easier cleanup
• Sterilize between different partners
• Never share without proper cleaning (risk of infection)

While medical-grade silicone is hypoallergenic, reactions can occur due to:

• Residue from cleaning products
• Reactions to lubricant (not the toy itself)
• Pre-existing sensitivities
• Bacterial buildup from improper cleaning

If irritation occurs:

• Discontinue use immediately
• Clean the toy thoroughly
• Try a different lubricant
• Ensure the toy is completely dry before use
• Consult a healthcare provider if irritation persists

True silicone allergies are extremely rare.

Yes! We exclusively use medical-grade platinum-cured silicone, which is:

• Certified biocompatible
• Used in medical implants and devices
• Free from phthalates, latex, and harmful chemicals
• Non-porous (doesn't harbor bacteria)
• Hypoallergenic

This is the same standard used for baby bottle nipples, menstrual cups, and surgical equipment.

Phthalates are chemical plasticizers used to soften plastics like PVC and jelly rubber. They've been linked to health concerns and can leach out over time. Quality adult toy manufacturers (including us) avoid phthalates entirely by using pure silicone.

Genuine platinum-cured silicone:

• Has no chemical smell
• Doesn't feel sticky or greasy
• Is completely non-porous
• Can withstand high temperatures without degrading
• Passes the "flame test" (doesn't melt or emit toxic fumes)

We source materials only from certified suppliers and can provide material safety documentation upon request.

General safety tips:

• Flared base: All anal toys must have a flared base to prevent full insertion
• Inspect before use: Check for tears, cuts, or damage
• Start small: Beginners should start with smaller sizes
• Listen to your body: Never force anything; if it hurts, stop
• Use adequate lubrication: Prevents friction and discomfort
• Follow care instructions: Prevents bacterial growth

Consult your healthcare provider. While medical-grade silicone is safe, pregnant individuals should discuss any sexual activity with their doctor, especially if they have complications or are high-risk.

You must be 18 years or older (or the age of majority in your location) to purchase and use our products.

Perfect! Medical-grade silicone contains no latex and is an excellent choice for those with latex allergies or sensitivities.

Yes. We take privacy and security extremely seriously:

• All transactions use SSL encryption (industry standard)
• Payment information is processed through secure, PCI-compliant payment gateways
• We never store complete credit card numbers on our servers
• Personal data is protected with multiple security layers
• We comply with all applicable data protection regulations

Your personal information is only shared with:

• Payment processors (to complete transactions)
• Shipping carriers (to deliver your order)
• Manufacturing partners (only the information needed to fulfill your order)

We never sell, rent, or share your information with third parties for marketing purposes.

Yes, design data is stored securely for order fulfillment and customer service purposes. We maintain these records to:

• Facilitate accurate manufacturing
• Assist with any warranty or quality issues
• Provide customer support

Your designs are treated as confidential and are never shared publicly or with third parties outside of the manufacturing process.

No. Your custom designs are private. We do not have a public gallery of customer designs or any feature that displays what you've created.

We collect only the information necessary to process your order:

• Name and shipping address
• Email address
• Payment information (processed securely, not stored)
• Customer support interactions

You can request account deletion by contacting our support team on 'info@modlarplay.com'. Note that we may be required to retain certain information for legal, accounting, or security purposes even after account deletion.

We send:

• Order confirmations and updates (transactional emails - necessary for service)
• Important account or policy notifications
• Optional marketing emails (only if you opt in)

You can unsubscribe from marketing emails at any time by contacting us on 'info@modlarplay.com'. You cannot unsubscribe from transactional emails related to your orders.

Absolutely! We value customer feedback. Contact us at info@modlarplay.com with:

• Feature suggestions for the online toy editor
• Product ideas
• Service improvements
• Website usability feedback

If your question is not answered in this FAQ, do get in touch with our support team on info@modlarplay.com