Frequently Asked Questions
Frequently Asked Questions
Find answers to our most commonly asked questions. Can't find what you're looking for? Email us at hilltina128@gmail.com
π¦ Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, Discover, and major debit cards. All transactions are processed securely through encrypted payment gateways.
How will this appear on my credit card statement?
Your purchase will appear as a neutral business name "HEL Distribution" on your statement. There will be no mention of Haloelf or adult products for complete discretion.
Can I modify or cancel my order?
Order cancellations are accepted within 1 hour of purchase before processing begins. Contact us immediately at hilltina128@gmail.com with your order number. Once shipped, orders cannot be modified or canceled.
Do I need to be 18+ to order?
Yes. By placing an order, you confirm you are 18 years or older (21+ where required by law). We reserve the right to cancel orders suspected of being purchased by minors.
π Shipping & Delivery
How discreet is the packaging?
100% discreet. All packages ship in plain brown boxes or padded envelopes with no logos, no product descriptions, and no indication of contents. Only your name and address appear on the label.
How long does shipping take?
US orders: 5-7 business days (standard), 2-3 days (express). Canada: 7-10 days. Mexico: 10-14 days. Orders are processed within 24-48 hours (Monday-Friday).
Do you ship internationally?
We currently ship to the United States (all 50 states), Canada, and Mexico. International orders may be subject to customs duties and import taxes which are the customer's responsibility.
Do you ship to PO Boxes, APO, or FPO?
Yes! We happily ship to PO Boxes, APO, and FPO military addresses within the United States. Standard shipping times apply.
My tracking says delivered but I didn't receive it?
Please check with neighbors, building management, or your local post office first. Packages are sometimes delivered to secure locations. If still missing, contact us within 48 hours at hilltina128@gmail.com and we'll help resolve.
β¨ Products & Materials
What are your toys made of?
All Haloelf toys are made from 100% platinum-cure medical-grade silicone. FDA-approved, phthalate-free, non-porous, and completely body-safe. Premium quality you can trust.
What firmness options are available?
Most toys are available in Soft (medium give), Medium (balanced), and Firm (rigid). Each product page shows available firmness options. Soft is recommended for beginners, Firm for experienced users.
What lubricant should I use?
Only water-based lubricants! Silicone-based lubes will permanently damage silicone toys. Oil-based lubes can also cause deterioration. Always use high-quality water-based lube with your Haloelf toys.
How do I clean and care for my toy?
Wash with warm water and mild antibacterial soap before and after each use. Pat dry or air dry completely. Our silicone is boil-safe! Submerge in boiling water for 3-5 minutes for deep sterilization. Store separately in a cool, dry place.
π Returns & Warranty
What is your return policy?
For health and safety reasons, all sales are FINAL. Due to the intimate nature of adult products, we cannot accept returns, exchanges, or offer refunds on any opened or used product. Please choose carefully.
What is covered under the Lifetime Warranty?
Our Lifetime Quality Guarantee covers manufacturing defects in materials and workmanship. This does not cover normal wear and tear, accidental damage, improper use, or damage from incompatible lubricants.
How do I make a warranty claim?
Email hilltina128@gmail.com with your order number and clear photos showing the defect. Manufacturing defects must be reported within 30 days of receipt. We'll review and arrange a replacement if covered under warranty.
π¬ Contact & Support
How can I contact customer support?
Email us anytime at hilltina128@gmail.com. Our US-based team typically responds within 24-48 hours (Monday-Friday). We're here to help with sizing advice, care questions, or order issues.
Do you offer sizing advice?
Absolutely! If you're unsure about sizing or firmness, email us at hilltina128@gmail.com with the toy you're interested in and your experience level. We're happy to provide personalized recommendations based on your needs.
