FAQ

Frequently Asked Questions

Find answers about Gemtina products, discreet packaging, shipping, returns, payments, warranties, and product care.

Ordering and Payment

Who can purchase from Gemtina?

You must be at least 18 years old and have reached the legal age of majority in your jurisdiction to access our store or purchase products.

Is ordering from Gemtina secure?

Yes. Payments are processed through secure third-party payment providers. Gemtina does not directly store complete payment-card details.

Will the product name appear on my payment statement?

The descriptor displayed on a statement depends on the payment provider and banking institution. Contact support@gemtina.com before ordering if you require confirmation.

Can I change or cancel an order?

Contact us immediately after placing the order. We will try to assist, but changes and cancellations cannot be guaranteed after processing or shipping begins.

Packaging and Shipping

Does Gemtina use discreet packaging?

Yes. Orders are shipped in plain, unmarked packaging. Adult-product names and descriptions are not displayed on the exterior.

How long does order processing take?

In-stock orders are normally processed within 1–2 business days after payment confirmation. Weekends and US public holidays are not counted as business days.

How long does US delivery take?

Standard US delivery normally takes approximately 4–6 business days after dispatch. Express options may be available at checkout. Delivery dates are estimates and may be affected by carriers, holidays, weather, or remote locations.

Does Gemtina offer free shipping?

Eligible US orders over $59 receive free standard shipping after discounts. International orders and certain remote destinations may not qualify.

Does Gemtina ship internationally?

International shipping may be available for supported destinations displayed at checkout. Availability, cost, taxes, duties, and estimated delivery time depend on the destination.

How can I track my order?

When tracking is available, you will receive a tracking number by email after dispatch. Tracking information may take 24–72 hours to update.

What happens if I provide an incorrect address?

Contact us immediately. Address changes cannot be guaranteed after processing begins. Customers may be responsible for additional charges caused by an incorrect address, refused delivery, or unclaimed parcel.

Returns and Refunds

What is Gemtina’s return period?

You may request a return for an eligible product within 30 days after delivery.

Can I return an opened intimate product?

Generally, no. For health and hygiene reasons, intimate products cannot be returned after their packaging, plastic bag, or hygiene seal has been opened. An opened product may be reviewed if it arrived damaged, defective, or incorrect.

How do I request a return?

Email support@gemtina.com with your order number and reason for return. Include clear photographs or videos when reporting damage or a defect. Do not send an item back before receiving authorization.

Who pays for return shipping?

Customers normally pay return shipping for change-of-mind returns. Gemtina covers reasonable approved costs when a product is damaged, defective, or incorrect due to our error.

How long do refunds take?

Approved refunds are submitted to the original payment method, normally within 10 business days after inspection. Banks and payment providers may require additional processing time.

Products and Safety

How do I choose the right product?

Consider the product’s intended use, size, material, shape, intensity, power source, waterproof rating, and your experience level. Review the complete product description before purchasing.

How should intimate products be cleaned?

Follow the instructions supplied with the product. Unless the manufacturer states otherwise, clean the appropriate surface using warm water and a suitable toy cleaner or mild unscented soap. Do not submerge electrical components unless the product is explicitly rated as waterproof.

Should products be cleaned before first use?

Yes. Clean products before and after every use according to their material and manufacturer instructions. Allow them to dry completely before storage.

Can silicone lubricant be used with silicone products?

Compatibility varies. A water-based lubricant is generally the safer option for silicone products unless the manufacturer specifically confirms compatibility with silicone-based lubricant. Test a small area when uncertain.

Are Gemtina products waterproof?

Water resistance varies by product. Check the individual product page and instructions for its specific IP rating. Do not assume a product is suitable for full submersion unless clearly stated.

Do Gemtina products diagnose or treat medical conditions?

No. Our products and website content are not intended to diagnose, treat, cure, or prevent medical conditions. Consult a qualified healthcare professional regarding medical concerns.

Warranty and Support

Does Gemtina offer a warranty?

Eligible products include a one-year limited warranty against qualifying manufacturing defects and electrical or mechanical faults not caused by misuse or improper care.

What is excluded from the warranty?

Exclusions include normal wear, misuse, improper cleaning, accidental damage, loss, theft, unauthorized modification, consumables, lubricants, batteries, lingerie, games, sex dolls, and gift-card purchases.