Help Center
Shipping and Delivery
COVID-19 and shipping
Last updated: 14-10-2021
During this corona crisis / COVID-19 crisis we are striving to continue our operation and keep you informed about how this situation might affect shipping compared to what you are used to. We will keep this page updated...
Where does Motsutoys ship from?
We ship from a warehouse in the Netherlands. Because this is such a central location we can ship all over Europe and to the US very quickly. Because the Netherlands are in the EU, your order won’t have to pass customs if you live in the EU. ...
Will customs check my order, and will that be a problem?
Whether your order will pas customs depends on where you live.
Inside the European Union: The European Union has ‘free movement of goods and services’. We ship from inside the EU, so if you also live in the EU free market...
My tracking isn't working
The following issues may occur:
No tracking received: you may have to wait a little longer; tracking isn't generated until the label is printed. If you have received no tracking after 24h, please contact us.
Tracking doesn't update: reasons...
Which countries does Motsutoys ship to?
Motsutoys ships to an increasingly large number of countries: most European countries are included. For a complete and up-to-date list with shipping information please check out our shipping page.
If you're form the USA...
Does Motsutoys use discreet shipping?
Absolutely! We understand that your privacy is important to you, and that's why we'll always make sure anything we ship is discreet. We use a plain cardboard box without images, brands, logos or our name, and even the return address on the label is discreet...
Can you ship my item without packaging?
Unfortunately due to the way our warehouse is set up this is currently not possible. Rest assured, though, we ship discreeetly.
We have a couple of items which have been repacked into a blank box. If this is available...
Why can't I select a parcelpoint/pickup point?
Sometimes things don't go as planned with certain modules. You can try clearing your browser cache, disabling extensions or using a different browser. Sometimes, the problem resolves itself within minutes or hours.
Still having issues? Don't hesitate...
Can I change my address?
Yes, please contact customer service with any address changes or updates. Keep in mind that this is something that we, and the shipping company, have to process manually so it will take a little while to update.
Note: changing...
Note: changing...
Can I return my order?
You can return any items that are undamaged and unopened*. Send them to:
Motsutoys (HC)
Fahrenheitstraat 11
6003DC Weert
the Netherlands We will process the refund once we have received the shipment and had time to inspect it, to make...
Fahrenheitstraat 11
6003DC Weert
the Netherlands We will process the refund once we have received the shipment and had time to inspect it, to make...
Products
Can I return a product?
You can return any items that are undamaged and unopened*. Send them to:
Motsutoys (HC)
Fahrenheitstraat 11
6003DC Weert
the Netherlands We will process the refund once we have received the shipment and had time to inspect it, to make...
Fahrenheitstraat 11
6003DC Weert
the Netherlands We will process the refund once we have received the shipment and had time to inspect it, to make...
I am unhappy with a product, what now?
Depending on what the problem is, there are several options:
You regret buying the product: it happens! As long as the product is unopened and undamaged you can return it.
The product arrived damaged: Please...
When will products be restocked?
We don't have set dates on which we receive new items. In order to keep costs down, we ship restocks by sea and order in big batches at once. In addition to that, we can never tell rpecisely when something will be back ins tock, because customs may take...
Will you add a specific product to your shop?
Sometimes, customers want to get their hands on a specific onahole, pocket pussy or other sex toy for men, and they message us requesting to add it to our shop. There are a couple of important things to keep in mind:
We can't add everything customers...
Can you recommend a product?
It can be hard to pick an onahole - we understand! Here are some pointers to get you started:
Check out the Top 10 Sex Toys For Men. Here, we list some of our most popular products...
Orders: update, cancel or return
Does Motsutoys use discreet shipping?
Absolutely! We understand that your privacy is important to you, and that's why we'll always make sure anything we ship is discreet. We use a plain cardboard box without images, brands, logos or our name, and even the return address on the label is discreet...
Can I cancel my order?
Yes, contact customer service for this. However, keep in mind that our warehouse works quickly, and that your order will often be packed, labelled and placed into a shipping container within 30 minutes of you placing your order...
Can I change my address?
Yes, please contact customer service with any address changes or updates. Keep in mind that this is something that we, and the shipping company, have to process manually so it will take a little while to update.
Note: changing...
Note: changing...
Can I return my order?
You can return any items that are undamaged and unopened*. Send them to:
Motsutoys (HC)
Fahrenheitstraat 11
6003DC Weert
the Netherlands We will process the refund once we have received the shipment and had time to inspect it, to make...
Fahrenheitstraat 11
6003DC Weert
the Netherlands We will process the refund once we have received the shipment and had time to inspect it, to make...
Security, Safety and privacy
Does Motsutoys use discreet shipping?
Absolutely! We understand that your privacy is important to you, and that's why we'll always make sure anything we ship is discreet. We use a plain cardboard box without images, brands, logos or our name, and even the return address on the label is discreet...
Is payment discreet?
Of course! We want to guarantee your privacy at every step of the ordering and delivery process. We offer a bunch of different payment options, and each of these is safe and discreet. You'll never see our company name or the type of item you ordered ...
Are my data safe and private with MotsuToys?
Of course!
We comply with all the relevant data and privacy laws. You can read more about what data we gather, what we do with it and how we keep it safe in our Privacy Policy.
If at any point...
Pre-Orders
What is a pre-order, anyway?
A pre-order is an order for an item that is not yet in stock. Whenever we have a new shipment of items coming in you can let us know ahead of time that you want to order some by placing an order. Then, we will shop it as soon as possible, which might...
What if my order has regular products and pre-orders?
Your order will be shipped when all products are in stock. This means that if your order has both regular products and pre-ordered ones, your order won’t ship until the pre-ordered ones arrive in our warehouse.
If you want the items that are in...
When can I expect my pre-order?
We always do our best to give an estimated shipping time on the product’s page. However, we can never be 100% certain about the date, since the actual date of arrival depends not only on the bulk shipment from Asia to the Netherlands but also on...
Can I buy pre-orders during a sale, or use coupons?
Can I cancel my pre-order?
When will there be more pre-order products?
This depends on when we next have a large restock which includes new products. We don’t have a set schedule for this.
We don't have set dates on which we receive new items. In order to keep costs down, we ship restocks by sea and order in big ...
Is it possible to pre-order a specific onahole?
Ordering larger numbers of onaholes at once allows us to keep the prices low, so unfortunately we generally can’t add a single item to these orders. However, if you have your eye on something specific and you think more customers would be interested...
Discounts and Coupons
How does the MotsuToys Loyalty Program work?
When you make a Motsutoys account and sign up for the MotsuPoints program you will automatically start gathering points. For example, you get points for every euro you spend, but also for leaving reviews. You can then exchange...
How do I use MotsuToys coupons/codes?
When you get code, for example through the loyalty program or from a newsletter you can enter this in your shopping cart. Above the grand total, click "Do you have a coupon". A field will appear where you can enter your coupon...
Do you have any special offers or sales?
Most sales will be announced on our front page with a banner! If you want to be the first to know, you can also subscribe to our newsletter.
Of coruse you can use