Questions, answered.
Packaging, billing, shipping, first use and care.
Privacy & packaging
What does the package look like?
A plain brown box with no logo or product name. The sender shows as “SH Fulfillment”.
What will my bank statement say?
“SECHEAL WELLNESS” — never the product name.
Will your emails say what I bought?
No. Emails come from “SecHeal” and subject lines never name a product. You can turn off order details in notifications in your account.
Do you share or sell my data?
No. We only share what the carrier and payment provider need to get your order to you. See the privacy policy.
Orders & shipping
When will my order ship?
Within 48 hours. We email you tracking the moment it ships.
How long does delivery take?
Orders ship within 48 hours from our US warehouse, then delivery takes 3–7 business days. Shipping details.
How do I track my order?
Use the link in your shipping email, or track it here with your order number — no account needed.
Can I change my address?
Yes, until the order ships. Contact us with your order number as soon as possible.
Do you ship internationally?
Orders ship from our US warehouse. Outside the US? Email us before you order and we’ll check delivery to your country.
Returns & warranty
Can I return a toy?
Unopened items can be returned within 30 days. For hygiene reasons opened toys can’t be returned — unless there’s a quality problem: send us a short video showing it and the warranty covers you. Start a return.
How long do refunds take?
Within 30 days of your return arriving, back to your original payment method.
What does the warranty cover?
Any fault in normal use for 12 months: motor, battery, buttons, charging. Start a claim.
First use, sleeves & care
Do I need to charge it before first use?
Yes — charge fully first. The light turns solid when it’s done.
How do I clean my toy?
Rinse with warm water and mild soap or toy cleaner, then let it air-dry before charging or storing.
Which lube should I use?
A water-based lube. Silicone lube can damage silicone toys and sleeves.
How do I care for the Haven sleeve?
Twist and pull to remove it, rinse with warm water, and let it dry fully before reattaching.
Are your toys waterproof?
Wave is fully waterproof. Charge only when dry.
How loud are they?
Quiet enough for thin walls on the lower settings — buyers mention it a lot.
The app
Do I need the app?
No. Every toy works with its own buttons. The app adds patterns, partner and long-distance control.
Is the app private?
Partner links use one-time codes you can revoke.
How far away can my partner be?
Anywhere with an internet connection.
Payment
Which payment methods do you accept?
Visa, Mastercard, Amex, Apple Pay, Google Pay and PayPal.
Is checkout secure?
Yes. Payments are processed by our payment provider; we never see or store your full card number.
Try another word, or ask us directly.
Contact usDidn’t find it?
A real person replies within 24 hours.
