Yes. Every Sustory order ships inside a plain, unmarked carton — no logos, no product names, and nothing on the outside that indicates what's inside or who it's from.

A neutral, unrelated business descriptor — never any wording connected to adult products.

No. Shipping labels only show standard parcel information. The carrier has no way to identify the contents from the outside.

• Within 12 hours of ordering: full refund, no fee — just email us before it ships.
• After 12 hours but before dispatch: cancellation is still possible, but a 10% transaction fee applies; the remaining 90% is refunded to your original payment method.
• Once an order has shipped, it can no longer be cancelled or changed — at that point, our return policy applies instead.

Email us immediately at service@sustory.com. We can update the address only if the order hasn't shipped yet. We're not able to recover packages lost due to an incorrect address provided at checkout, so please double-check before confirming your order.

Platinum-cured silicone — a non-porous, hypoallergenic material that's body-safe and won't harbor bacteria the way porous materials (jelly, rubber, some TPE) can.

A softer outer layer over a firmer inner core, designed to compress and flex more like real tissue rather than feeling uniformly solid. Each product page lists the exact Shore hardness or firmness level so you can compare across shapes.

Water-based lubricant is the safest choice with silicone toys. Avoid 100% silicone-based lubricant — over time it can cause the silicone surface to swell or degrade. A lubricant that's mostly water-based with a small amount of silicone (hybrid lube) is generally fine.

Very closely, but screen displays and studio lighting can cause slight variation in shade. Dimensions listed on each product page (insertable length, not total length) are accurate to the mold; manufacturing tolerances may cause negligible variation.

Wash with mild soap and warm water before first use and after every use. Rinse thoroughly and let it air dry completely before storing. Avoid alcohol-based or harsh chemical cleaners, which can degrade silicone over time.

Solid silicone dildos without electronics can be rinsed under running water. If your model includes a vibration or thrusting motor, avoid submerging it unless the product page specifically states it's waterproof — wipe those down with a damp cloth instead.

Somewhere cool, dry, and out of direct sunlight. Keep silicone toys separate from toys made of TPE, PVC, or rubber — different materials can react and degrade when left in prolonged contact with each other.

Yes — we don't store your full card details, and checkout is encrypted end-to-end. Your billing statement will show a discreet, neutral descriptor (see Privacy & Discreet Shipping).

Currently, we accept PayPal only. Credit and debit card checkout is being added soon — stay tuned.