Help Center

Absolutely not. For your ultimate hygiene and privacy, we operate a strict "Zero-Return" policy for defective intimate items. Once our concierge verifies the issue, we will immediately process a brand-new replacement or a full refund. You may dispose of the defective item yourself.

Yes, 100%. We respect your privacy above all else. All Saitong products are shipped in plain, unmarked brown boxes or standard courier bags. There will be no logos, brand names, or descriptions of the contents on the outside of the package.

Your billing privacy is guaranteed. The transaction will appear on your bank or credit card statement under a generic company name, such as "ST Trading" or "Online Tech Support". It will never mention Saitong or any adult-related terms.

We recommend washing your item with warm water and a specialized toy cleaner or mild, unscented antibacterial soap before and after every use. Never use alcohol, petroleum, or acetone-based cleaners, as they will degrade the premium medical-grade silicone. Pat dry with a lint-free cloth.

Most Saitong silicone products feature an IPX7 waterproof rating, meaning they can be safely submerged in water up to 1 meter deep for 30 minutes (perfect for the bath or shower). However, please ensure the magnetic charging port is completely dry before attempting to charge the device.

First, please ensure you are holding the power button for at least 3-5 seconds to unlock the travel lock feature. If it's a charging issue, wipe the magnetic charging pins on both the cable and the device with a dry cloth to remove any oil or water residue. If the issue persists, please contact our support team for an immediate replacement.

To protect the premium silicone surface of your Saitong product, you must only use WATER-BASED lubricants. Silicone-based or oil-based lubricants will chemically react with the material, causing it to melt, become sticky, or permanently degrade.

All Saitong products come with a 1-Year Comprehensive Warranty covering any manufacturing defects or battery failures. If your device fails within this period under normal usage, our concierge team will replace it for you free of charge.

Our Dedicated Concierge Team operates 7 days a week. We guarantee a personalized, human response to all email inquiries within 24 hours. If you need immediate assistance, our private phone line is available from 6:00 PM to 2:00 AM PST.

Your trust is our foundation. Any personal information, order details, or photos you share with our support team are encrypted and stored on highly secure servers. We never sell, share, or expose your data to third parties. Once your warranty issue is resolved, your sensitive communication is kept strictly confidential.