How can we help you?

Want 15%off for your first order? Want the latest products and discount offer? What to check your order? ...

Subscribe Sohimi for all the goodies. Simply click here Create An Account, or click the icon in the top right, and fill in your details to get started.

If you forget your password when logging in, simply click "Forgot Password" to reset it.

Sohimi respects and safeguards the privacy and personal information of every customer.

For full details, please view our Privacy Policy. If you have any questions, please feel free to contact support-us@sohimi.com

Great question! Joyhub isn't a third-party app—it is our proprietary smart ecosystem, developed entirely by our industry-leading in-house software engineering team.

Here is a behind-the-scenes look at the industry: building a stable, secure, and low-latency smart toy is incredibly complex. Many traditional toy brands lack the software development capabilities to create their own apps. Because our tech team is recognized as the strongest in the industry, we operate as a core technology provider. We actually supply our proprietary smart chips and the Joyhub app platform to other manufacturers, allowing them to upgrade their traditional products into smart devices.

When you buy a Sohimi product, you are purchasing our flagship hardware paired directly with our own gold-standard software. By using Joyhub, you are tapping into the most advanced, secure, and frequently updated app ecosystem on the market—technology so powerful that other brands literally buy our chips to use it.

We accept a wide range of secure payment methods to ensure a smooth checkout experience:

• Credit/Debit Cards: Visa, MasterCard, American Express, Discover, and Diners Club.
• Digital Wallets: PayPal, Apple Pay, Google Pay, and Shop Pay.

Note on Cryptocurrency: We currently do not support USDT, but our technical team is actively working on integrating this feature. Stay tuned for updates!

All transactions are processed via a 100% secure, SSL-encrypted gateway.

For full details, please view our Payment Policy. If you can't find the answer you're looking for, please contact support-us@sohimi.com

Payment failure occurs for many reasons, Common reasons include:

1) Bank's payment security protection; 2) Network error; 3) Cookie issues; 4) Insufficient funds; 5) Expired card.

We recommend checking the following if you encounter a payment failure:

· Call your bank to approve the charge.

· Wait 24 hours or use a new card after 3 fails.

· Refresh the page and clear your cache/cookies.

· Verify funds and correct card information.

· Pay via PayPal instead.

You can track your Sohimi order status in three simple ways: via your shipping confirmation email, through your account dashboard, or by contacting our support team.

Here is a step-by-step guide to finding your tracking details:

1. Check Your Confirmation Email

Once your order has been dispatched, we automatically send an email with your tracking number.

• Search your inbox for the subject line: "Shipping Confirmation" or "Your Sohimi Order is on the way."
• Check Spam/Junk: Since we use discreet packaging and billing, sometimes our emails might end up in your spam folder.
• Click the Link: Inside the email, click the "Track Your Order" button to see real-time updates.

2. Log In to Your Account

If you created an account during checkout, you can view your full order history online.

1. Go to the Sohimi Website and click the "Log In" icon.
2. Navigate to "My Orders" or "Order History."
3. Select your recent order to view its current status and tracking number.

3. Contact Customer Support

If you cannot find your tracking number or if the status hasn't updated in 48 hours, our team is here to help.

• Email us at: support-us@sohimi.com
• Please provide: Your Name and Order ID (e.g., sohimi#12345).

Yes, you can cancel your order for a full refund, but only before the product has been shipped.

Here are the details of our cancellation policy:

• Before Shipping: If your order has not yet been dispatched from our warehouse, we will accept your cancellation request and issue a full refund to your original payment method.
• After Shipping: Unfortunately, we cannot cancel the order once the package has been shipped out.

How to Request a Cancellation:

Time is of the essence. If you need to cancel, please contact our customer service team immediately:

• Email: support-us@sohimi.com
• What to include: Please include your Order ID in the subject line to speed up the process.

You can redeem your discount code or gift card at two different stages of the purchasing process. Please choose the method that works best for you:

Option 1: In the Shopping Cart

Before proceeding to checkout, look for the coupon tag located inside your shopping cart.

• Click the tag or input field.
• Enter your code and apply it to see your new total immediately.

Option 2: At the Checkout Page

If you missed the option in the cart, you can still apply it during the final step:

1. Click the Check Out button.
2. Locate the box labeled "Discount code" or "Gift card" (usually found underneath the product details summary).
3. Type in your code and click Apply.

Tip: Please ensure there are no extra spaces before or after the code when typing it in.

We stand behind the quality of our products. All items are covered by a 180-day warranty starting from the date of purchase.

If you encounter a quality issue (such as damage or malfunction) within this period, we will offer a free replacement or a full refund.

How to File a Warranty Claim:

To resolve this quickly, please contact our support team with the following details:

1. Order Number: So we can locate your purchase record.
2. Product SKU: The specific code of the defective item.
3. Proof of Defect: A clear picture or video showing the issue.
4. Description: A brief explanation of the problem (e.g., "device won't charge" or "arrived broken").

Once we review and approve your claim, we will process your replacement or refund immediately.

You will receive an order confirmation email shortly after checkout, and a tracking number once your parcel leaves our warehouse. If you haven’t received any emails from us, it may be due to one of the following reasons:

- Your email address was entered incorrectly at checkout.
- Our messages were filtered into your spam, junk, or promotions folder.
- Your email provider is blocking automated messages.

Please check these folders and adjust your spam settings if needed. Using your primary email address can also help ensure you receive updates without delay.

If you still aren’t receiving emails, our Customer Service team will be happy to assist you: support-us@sohimi.com

Standard Shipping Costs

Our shipping rates are calculated based on the destination region:

Destination Region Standard Shipping Fee

United States$6.99

International (Other Regions)$7.99

Free Shipping Eligibility

We offer a free shipping incentive for qualifying orders.

• Threshold: Orders over $99
• Eligible Region: USA Only
• Progress Tracker: You can view your current progress toward the free shipping threshold directly within your shopping cart.

Where We Ship From

To speed up delivery, we operate local warehouses in the following regions:

• United States
• Japan
• EU
• China

Shipping Timeframes

Your delivery time depends on the match between your delivery address and our warehouse location:

• Local Delivery (2–8 Days):
  Applies when your order is dispatched from a warehouse within your same region (e.g., US to US).
• Overseas Delivery (5–20 Days):
  Applies when stock must be shipped across borders from an international warehouse.

To ensure your order reaches the correct destination, please follow these steps to update your shipping information:

1. Send an Email Request

Since our system requires manual verification for security, please email us directly at support-us@sohimi.com.

2. Include Essential Details

To speed up the process, please use the subject line "Address Update: [Order Number]" and include:

• Your Full Name
• Order Number (sohimi#12345)
• The New Shipping Address

3. Processing Times & Weekend Policy

• Business Hours: Monday – Friday.
• Weekend Policy: Our team is away on Saturdays and Sundays. However, please rest assured that all address change requests received over the weekend are prioritized first thing on Monday morning.
• Order Status: We can only update the address if the order has not yet been dispatched.

To provide the best shopping experience and fastest delivery, we utilize a multi-channel fulfillment strategy. The carrier depends on the items you purchased:

1. Standard Orders (Fulfillment by Amazon)

Most of our orders are shipped via FBA (Fulfillment by Amazon).

• Carriers: Amazon uses a variety of reliable carriers including Amazon Logistics, UPS, USPS, and FedEx.
• Speed: This is our fastest shipping option, ensuring your package arrives as quickly as possible.

2. Discounted & Special Promotion Items

To offer you the best possible prices on select discounted items, these may be shipped from our secondary regional warehouses.

• Carriers: Local postal services or international couriers.
• Delivery Time: These shipments typically take 10–15 business days. We appreciate your patience as we secure the best value for you.

3. Support & Weekend Inquiries

• Inquiries: If you have questions about your tracking number, please email us at support-us@sohimi.com.
• Weekend Policy: Please note that our office is closed on Saturdays and Sundays. However, please rest assured that your emails will be processed first thing on Monday morning.
• Note: Even while our support team is away for the weekend, Amazon FBA centers continue to process and ship your orders without interruption.

Yes. We ensure your privacy through reliable fulfillment standards. To provide the fastest global delivery, we utilize FBA (Fulfillment by Amazon). Here is how your privacy is protected:

1. Standard Amazon Packaging

Your order will arrive in standard Amazon boxes or poly-mailers. Because Amazon ships millions of items daily, the packaging is neutral and non-descript. No one will know the specific contents of your package from the outside.

2. Minimal Labeling

The shipping label will only show the necessary delivery information and Amazon’s fulfillment details. Our specific brand niche or product descriptions are not visible on the outer box.

3. Support & Weekend Requests

If you have questions about your shipment or need to update your details:

• Contact Us: Email us at support-us@sohimi.com.
• Weekend Policy: While our team is away on Saturdays and Sundays, we personally review all inquiries first thing on Monday morning.
• Fulfillment Speed: Even though we are off on weekends, Amazon’s automated system continues to process orders to ensure you receive your package as quickly as possible.

Once your order has been dispatched, tracking your package is simple and transparent. Please follow the steps below:

1. Check Your Email

As soon as your package leaves the warehouse, you will automatically receive a Shipping Confirmation Email.

• What's Inside: This email contains your unique Tracking Number and a direct link to the carrier's tracking page.
• Tip: If you don't see it in your inbox, please check your Spam or Promotions folder.

2. Carrier Information

Since we primarily use FBA (Fulfillment by Amazon) for faster delivery, your order may be handled by carriers such as Amazon Logistics, UPS, or USPS. You can use the provided tracking number directly on their official websites.

3. Discounted Items Tracking

If you purchased a discounted item that is shipping from our regional warehouse (10–15 day delivery), your tracking information may take 3–5 business days to update after the initial email is sent.

4. Need Help? (Weekend Policy)

• Contact Us: If you haven't received a tracking number within 48 hours of your purchase, please email us at support-us@sohimi.com.
• Support Hours: Our team is away on Saturdays and Sundays. We will prioritize all tracking inquiries first thing on Monday morning to ensure you know exactly where your package is.

You can track your order status through two convenient methods as soon as your parcel is dispatched:

1. Via Email (Automatic)

You will receive a Shipping Confirmation Email containing your unique tracking number the moment your package leaves the warehouse.

• Note: For orders fulfilled by Amazon (FBA), this happens automatically regardless of the day.
• Tip: If you haven't seen the email, please check your Spam or Promotions folder.

2. Via Your Sohimi Account (Self-Service)

You can view your tracking details at any time by logging into your Sohimi account.

• How to access: Go to the "Order History" section to see real-time updates on your shipment's progress.

3. Important Timing & Weekend Policy

• Discounted Items: If you purchased a promotional item with a longer shipping cycle (10–15 days), your tracking information may take a few extra days to generate.
• Customer Support: While our fulfillment centers (FBA) operate 24/7, our support team is away on Saturdays and Sundays.
• Monday Priority: If you have trouble accessing your tracking info over the weekend, please email us at support-us@sohimi.com. We will resolve it for you first thing on Monday morning.

Sohimi offers a return policy for products that are unused and in their original packaging. Due to the intimate nature of adult products, items that have been unpacked cannot be returned unless there is a confirmed quality issue.

Return Conditions & Eligibility

• Return Window: You may initiate a return within 90 days of purchase.
• Shipping Deadline: To remain eligible, the item must be shipped back within 7 days of initiating the return.
• Item Condition: Items must be unused and in the original packaging.
• Receipt: A receipt or proof of purchase is required.

For more details, please read our Return & Refund Policy. If you have any questions, please feel free to contact support-us@sohimi.com

When Will I Receive My Refund?

Your refund is initiated immediately after one of the following conditions is met:

• Defect Approval: The reported quality issue is verified and approved.
• Return Receipt: The returned package is received and inspected at our facility.

Once processed, the credit will automatically be applied to your credit card or original method of payment. Please allow a standard processing window (typically a few business days) for the funds to appear.

What to Do If Your Refund Is Missing

If you have not received your refund within the expected timeframe, please follow these steps in order:

1. Check Your Account: Double-check your bank account statement for the specific transaction amount.
2. Contact Credit Card Issuer: Call your credit card company. It often takes some time before a refund is officially posted to your statement.
3. Contact Your Bank: There is often a processing delay between the refund being issued and it appearing in your available balance.
4. Contact Sohimi Support: If you have completed the steps above and still have not received your refund, please contact us immediately at support-us@sohimi.com.

Important: Before You Ship

Do not send your return without prior authorization.
To ensure your refund is processed successfully, you must contact our customer service first. We will verify which warehouse is best for your location and provide you with the specific Reference/ID codes required for the shipping label.

Return Eligibility & Costs

• Return Window: Items must be shipped back within 7 days of the return request being approved.
• Item Condition: Products must be unused and in the original packaging. A receipt or proof of purchase is required.
• Shipping Fees: Quality Issues: Free return (Sohimi covers the cost). Change of Mind (Preference): The customer pays the return shipping fee.

Welcome to the world of self-exploration! To ensure a safe and long-lasting relationship with your new toy, please follow these 5 Golden Rules:

1. Start simple! For beginners, it is best to use toys with less intense vibrations. When it comes to insertable toys, start with a smaller size and work your way up gradually.
2. Clean Before & After: Always wash your toy with warm water and antibacterial soap (or a specialized toy cleaner) before the first use and immediately after every session.
3. Water-Based Lube Only: Crucial! Only use high-quality water-based lubricant. Never use silicone-based lube, coconut oil, or massage lotions, as they will permanently damage the surface of silicone toys.
4. Charge Safely: Ensure the device is fully charged before play. For your safety, never attempt to use the toy while it is plugged into the charger.
5. Store Properly: Store your toy in a cool, dry place (like the provided pouch) and keep it separate from other toys to avoid chemical reactions between materials.

For more details, you can read our complete guide on how to choose and use sex toys. OR For detailed instructions on your Sohimi product, head over to our Product Manuals page. You’ll find simple, easy-to-follow guides for every model here, covering setup, operation, charging and maintenance. If you need further assistance, our customer service team is always ready to help – just reach out to us at: support-us@sohimi.com

1. Wash: Rinse your device with warm water and use a mild, antibacterial soap or a specialized sex toy cleaner. Gently lather for 20 seconds.
2. Rinse: Wash off all soap residue thoroughly.
3. Dry: Pat dry with a lint-free cloth or let it air dry completely.
4. Store: Place it in the provided dust-free pouch.

• Note: Always ensure your device is waterproof (IPX7) before submerging it. If your toy is only splash-proof, clean it with a damp cloth instead.

For more details, you can read our complete guide on how to clean a sex toy.

Clean & Dry: Always ensure your device is thoroughly cleaned and completely dry before putting it away to prevent bacteria or mold growth.

Cool & Dark: Store it in a cool, dry place away from direct sunlight or extreme heat, which can damage the silicone over time.

Keep it Separate: Store your device in the provided dust-free pouch or its original box. Do not let it touch other sex toys directly, as different materials can react chemically and damage each other.

For more details, you can read our guide on how to storage a sex toy.

Don't panic! It might just be locked.

1. Check Travel Lock: Most of our devices have a safety "Travel Lock" to prevent them from turning on in your bag. Press and hold the power button for 3–5 seconds to unlock it. You might see a light flash to indicate it is ready.
2. Check Charging: Ensure the charging cable is securely connected and the device is fully charged (usually 2 hours).
3. Check Operation: Some buttons require a "long press" (2 seconds) to start, while others are a quick click. Try both!

• Still not working? Please contact our support team at support-us@sohimi.com for a warranty replacement.

To get the best performance and battery life, here is what you need to know about charging times:

1. Average Charging Time

• Small Vibrators (Bullets/Eggs): Typically take about 60–90 minutes.
• Larger Toys (Wands/Male Masturbators): Due to larger batteries and powerful motors, these may take 90–120 minutes (up to 2 hours) to reach a full charge.

2. The LED Indicator
You don't need to guess! Connect the magnetic USB cable.

• Blinking Light: The device is actively charging.
• Solid Light: The device is fully charged and ready to use.
• Note: If the light is off, check the connection or try a different USB port.

3. Battery Safety Tips

• Do not use while charging: For your safety, the device will not turn on while plugged in.
• First Charge: We recommend fully charging the device before your very first use to condition the battery.
• Avoid "Over-charging": While our devices have safety protection, we recommend unplugging the cable once the light turns solid to maximize long-term battery health.

We value your privacy! Most of our devices are designed to be whisper-quiet, operating at less than 50 decibels (quieter than a soft conversation or a humming refrigerator).

• At low levels: They are virtually silent.
• At high levels: You might hear a low hum, but it is easily muffled by a blanket or closed door. You can enjoy your time without worrying about housemates or neighbors.

For more details, you can read our guide on how to use sex toys in a shared room.

The majority of our charging cables are interchangeable. However, for specialized models, please click here to order.

Yes, provided the device is rated IPX7 (fully waterproof).

• Check the Rating: Ensure your toy is rated IPX7 (submersible). If it is only IPX4–IPX6 (splash-proof), do not submerge it.
• Lubrication: Water washes away lubricant quickly. You will need to re-apply water-based lube frequently for comfort.
• Maintenance: Dry the device thoroughly after use, especially the metal charging contacts, to prevent rust or corrosion.

1. Charge & Download
Fully charge the device first. Scan the QR code in the manual to ensure you download the correct manufacturer app (many brands have several).

2. Enable Permissions
Turn on Bluetooth on your phone.

• Note for Android: You must also enable Location Services (GPS) for the app to detect the toy.

3. Connect Inside the App (Crucial)
Open the app and press "Add Device" or "+".

• ⚠️ Important: Do not pair the toy in your phone's main Bluetooth settings menu. It must be paired within the app to function.

4. Troubleshooting
If connection fails: Close the app, go to phone settings, "Forget" the device if listed, toggle Bluetooth off/on, and retry inside the app.

For more details, you can check our guide on how to use app-controlled sex toys.

Transparency is important to us. Sohimi is the flagship storefront of a much larger, global omnichannel enterprise. We operate a multi-brand strategy across various global retail platforms. To strictly comply with the unique trademark regulations, distribution policies, and localization requirements of different sales channels and marketplaces worldwide, we utilize several different brand names and packaging variations for the exact same premium products.

While we keep our complete portfolio of sub-brands confidential for strategic competitive reasons, the core technology, engineering, and manufacturing are 100% ours. As our flagship brand, Sohimi stands firmly behind every product we ship. Regardless of the specific label on your box, your purchase is fully backed by Sohimi’s rigorous Quality Control (QC) and our industry-leading, hassle-free after-sales guarantee. You are getting our finest tech, directly from the source.

1. Water-Based Lubricant (The Universal Choice)

• Best For: All sex toys. (Silicone, TPE/TPR, Glass, Metal, Stone).
• Why: It is universally compatible. It will not react with or damage any toy material.
• Pros: Easy to clean (rinses off with water), safe for latex condoms, non-staining.
• Cons: Dries out faster than silicone; may need reapplication.
• Verdict: If you are unsure what your toy is made of, use water-based lube.

（click here to buy)

2. Silicone-Based Lubricant

• Best For: Non-silicone toys (Glass, Metal, Stone, hard plastic).
• WARNING: NEVER use silicone lube with silicone toys.
• Why: "Like dissolves like." Silicone lube will chemically bond with the surface of a silicone toy, causing it to melt, bubble, or become sticky. Once this happens, the toy breeds bacteria and cannot be fixed.
• Pros: Lasts a very long time, silky feel, water-proof (good for shower use).
• Cons: Harder to wash off (needs soap), stains sheets/clothing.

All our products are eligible for 180 days warranty from date of purchasing.

Within 180 days:

For the quality reason (damage, doesn’t work properly, etc.), customers must provide the proof of the defective to us (picture; video; etc.), we will send a replacement or issue the full refund to customers after approved.

For the other non quality reason, we provide 3 options to customers:

1. Keep the product; we will refund 10% of the item price.
2. Return the product, and customers should be responsible for the shipping fee. The specific fee should be based on the express company you choose. We will refund you 60% of the item price after receipt.
3. If you wish a replacement or other product, customers have to pay 50% of the new one.