How can we help you?

Want 15% off your first order, updates on new products and offers, or a simple way to track your orders?

Create a SOHIMI account or sign in from the account icon in the top-right corner. Enter your details to get started. You can also open the account page directly.

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

Sohimi respects customer privacy and uses personal information only for purposes such as order processing, delivery, customer support, account services, fraud prevention, and legally required business operations.

Order and delivery information is handled separately from discreet packaging practices. Product names and item details are not displayed on the outside of your package.

For full details, please view our Privacy Policy or contact [email protected].

Joyhub is the companion app named in the manuals for compatible SOHIMI products. The app is optional on products that also have onboard controls. Available features and pairing steps vary by device and mobile operating system, so follow the instructions for your exact model and download the app only from the Apple App Store, Google Play, or a current SOHIMI support link. Contact support if the app name or pairing screen does not match your manual.

Checkout may display credit or debit cards and digital wallets such as PayPal, Apple Pay, Google Pay, or Shop Pay when those options are available for your country, device, and order.

Payment information is processed by the payment providers shown at checkout through encrypted connections. Approval and additional security checks are handled by your bank, card network, wallet, and payment provider.

For current details, view our Payment Policy or contact [email protected].

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: [email protected]
• 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: [email protected]
• 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.

If the item arrived wrong, incomplete, visibly damaged, or does not function on arrival, contact us within 7 calendar days after delivery. Keep the product, packaging, and shipping label while we review the claim.

Eligible SOHIMI-branded rechargeable and electronic devices are also covered by our 1-Year Limited Warranty from the original purchase date for defects in materials or workmanship under normal use.

Include your order number, product name or SKU, a description of the issue, and clear photos or a short video when reasonably requested.

For an approved claim, we may provide troubleshooting, repair, or replacement. If a suitable replacement is unavailable, we may provide a refund or store credit as appropriate. SOHIMI covers reasonable standard shipping required to resolve an approved delivery issue or covered warranty claim.

Complete policy: https://www.sohimi.com/policies/refund-policy

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: [email protected]

The description on your credit card or bank statement is supplied by the payment provider. The exact wording can vary by payment method, payment provider, country, and card issuer, so there is not one universal descriptor for every SOHIMI order.

If you need to confirm what to expect before placing an order, contact [email protected] and tell us the payment method and billing country you plan to use. For an existing order, include the order number, but never send your full card number or security code.

Orders are shipped without product names or item details on the outside of the package.

Depending on the fulfillment method, your order may arrive in standard carrier packaging, standard Amazon packaging, or plain shipping materials. The shipping label includes only the information required for delivery, such as the recipient address and carrier details.

If you have a delivery or privacy concern, contact [email protected] as soon as possible.

No. Product names, item descriptions, and order details are not printed on the outside of the package.

Your package may use neutral carrier packaging, standard Amazon packaging, or plain shipping materials depending on the warehouse and carrier. The outer label only includes delivery information required by the carrier.

For more details, please review our Shipping Policy or contact [email protected] before your order ships.

Shipping costs vary by destination, fulfillment method, product availability, and current promotions. The final shipping cost is shown at checkout before payment.

If a free-shipping offer is available, the cart or checkout shows the qualifying threshold and your current progress toward it.

Complete policy: https://www.sohimi.com/policies/shipping-policy

After dispatch, local or regional delivery is generally estimated at 2–8 business days. Cross-border delivery is generally estimated at 5–20 business days.

These are estimates rather than guaranteed delivery dates. Inventory location, destination, carrier conditions, customs processing, holidays, severe weather, and other events outside our reasonable control can affect delivery.

When tracking is available, the shipping confirmation email includes a tracking number or link. Complete policy: https://www.sohimi.com/policies/shipping-policy

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 [email protected].

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.

The carrier depends on your delivery address, warehouse location, product availability, and fulfillment method. Orders may be delivered by Amazon Logistics, UPS, USPS, DHL, local postal services, or other available carriers.

Once your order ships, your shipping confirmation email will include the tracking number and carrier information when available. If you have questions about a shipment, contact [email protected].

Your package remains discreet regardless of carrier: product names and item details are not printed on the outside of the package.

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 [email protected].
• 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 will receive tracking information by email once your order has been dispatched. The email usually includes your tracking number and a link to the carrier tracking page when available.

Tracking updates may take additional time to appear after the carrier first scans the package. For some promotional items or cross-border shipments, tracking may take a few business days to update.

If you cannot find the email, please check your spam or promotions folder. For help, contact [email protected] with your order number.

You may request a preference-based return within 30 calendar days after delivery. The item must be unopened, unused, in its original packaging, and have every hygiene seal intact.

Opened or used intimate products cannot be returned for preference reasons. Verified defects remain eligible under the delivery-issue or limited-warranty process.

The customer pays return shipping for preference returns. SOHIMI covers reasonable standard shipping for approved delivery issues and covered warranty claims. There is no restocking fee.

Contact [email protected] before sending anything back. Complete policy: https://www.sohimi.com/policies/refund-policy

After an approved claim, or after an authorized return is received and inspected, SOHIMI issues the approved refund to the original payment method within 5 business days.

Your bank or card issuer may need an additional 5–10 business days to post the credit.

If the credit still does not appear, contact the bank or card issuer and then email [email protected] with your order number.

Do not send a return without prior authorization. Email [email protected] with your order number and the reason for the request. We will confirm eligibility and provide the correct return address and instructions.

Eligible unopened returns must be requested within 30 calendar days after delivery. After authorization, ship the item within 7 calendar days.

For a preference return, the item must be unopened, unused, in its original packaging, and have every hygiene seal intact. The customer pays return shipping. SOHIMI covers reasonable standard shipping for approved delivery issues and covered warranty claims.

Do not use the address on the original shipping label unless support confirms it as the correct return address.

1. Wash: Rinse your intimate device with warm water and use mild, fragrance-free soap or a specialized cleaner. Gently clean the surface and textured areas.
2. Rinse or Wipe: Remove all soap residue thoroughly. If your device is not fully waterproof, use a damp cloth instead of submerging it.
3. Dry: Pat dry with a lint-free cloth or let it air dry completely before charging or storing.
4. Store: Keep it in a clean pouch, box, or drawer away from dust, heat, and direct sunlight.

Note: Always check whether your device is waterproof, water-resistant, or not waterproof before rinsing it.

Read our full care guide: How to Clean Sex Toys.

Sohimi products may use different materials depending on the design, function, and product type. Common materials include silicone, TPE or other soft-touch materials, and ABS plastic for certain hard-shell parts or control areas.

Because finished products can include more than one material, please check the material information on each product page and follow the product manual before cleaning, storing, charging, or using the product in water.

For detailed cleaning guidance by material, read our full care guide: How to Clean Sex Toys.

Silicone is generally smooth, durable, and easier to clean than many soft thermoplastic materials. TPE is softer and more skin-like, but it usually needs gentler care, careful drying, and separate storage.

Silicone materials can be more heat-resistant than TPE as raw materials, but a finished electronic product is not just its outer material. Motors, batteries, seals, coatings, charging contacts, and control parts may be damaged by heat or submersion. Always follow the product manual.

As a simple rule: use warm water, mild soap, complete drying, and water-based lubricant when you are unsure about material compatibility.

Start slowly and follow the product manual. Choose a comfortable setting, use water-based lubricant when needed, and stop if anything feels uncomfortable.

1. Clean before and after use: Use warm water and mild soap unless the manual says otherwise.
2. Check waterproof rating: Do not submerge a product unless it is clearly marked waterproof.
3. Use compatible lubricant: Water-based lubricant is the safest general option when you are unsure about material compatibility.
4. Charge safely: Do not use rechargeable products while charging. Keep charging contacts dry.
5. Store properly: Dry completely and store separately in a clean, dry place.

For model-specific instructions, visit our User Manuals page.

Clean and dry your product completely before storing it. Moisture can affect materials, create odor, and damage electronic parts over time.

Store it in a clean pouch, box, or drawer away from direct sunlight, dust, lint, heat, and humidity. Keep different materials separated, especially soft-touch materials and silicone products.

For more details, read our guide: How to Store Sex Toys Safely.

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 [email protected] 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.

Motor noise varies by product, speed, load, surface contact, and room conditions. SOHIMI does not publish one verified decibel rating that applies to every powered device.

Check the exact product page or manual for model-specific noise information. If no verified dB figure is listed, expect some audible operation, especially at higher settings.

For practical privacy tips, read our shared-room privacy guide.

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.

Some products may use manufacturer or sales-channel branding that differs from the SOHIMI storefront name. Your order number, product model, and SKU are the best references for support. If the item or label does not match the product you ordered, keep the packaging and contact SOHIMI support before using it so the team can verify the shipment.

Water-based lubricant is the most broadly compatible starting choice for many sex toys and latex condoms. Check the instructions for your exact product, because materials, coatings, and care requirements vary.

Silicone-based lubricant can be compatible with some non-silicone materials. Compatibility with silicone toys varies by formulation, so follow both manufacturers’ instructions and test only if they permit it.

Oil-based lubricant can damage latex condoms and may be harder to remove from some materials. When compatibility is unclear, use water-based lubricant and stop using any product that causes irritation or damages the toy.

Start with the control style and cleaning routine. A compact manual sleeve gives direct control and a simple setup. If you want powered movement, choose a model with clear onboard controls and a removable sleeve, then begin at the lowest comfortable setting.

Browse Male Masturbators and compare manual, automatic, suction, and app-controlled designs.

Open-ended designs and models with a removable sleeve are generally the easiest to reach and dry. Remove the sleeve only when the product instructions allow it, wash it with warm water and mild toy cleaner, and let every part dry fully before reassembly or storage.

Check the cleaning field and manual on the exact product page because the powered body and sleeve can have different water-resistance limits.

Look for a product-specific noise specification or test result. Motor noise changes with speed, load, surface contact, and room conditions, so broad labels such as “quiet” are less useful than a verified decibel figure.

Manual sleeves have no motor. For powered models without a published decibel rating, expect some audible operation and compare customer feedback together with the product specifications.

Use the current product price and selected package rather than a guide’s older price. Compare motion type, onboard controls, sleeve cleaning, charging method, and included accessories before choosing.

Browse Automatic Masturbators and confirm the live price of the variant in your cart.

Choose the upgrade you actually want. A simple sleeve keeps manual control; an automatic masturbator adds powered thrusting or rotation; a suction model changes pressure; and an app-controlled model adds shared control.

Compare sleeve access, internal dimensions, cleaning steps, and replacement-part availability rather than relying on the product shape alone.

Choose by sensation: focused air-pulse or suction, standard vibration, tongue-style motion, or combined internal-and-external stimulation. App control matters only if phone-based control is part of how you expect to use it.

Browse Rose Vibrators and compare the stated controls, care instructions, and current price on each product page.

Start with one clear shared use. A compact external vibrator offers simple positioning, while a wearable app-controlled vibrator supports hands-free partner control. Choose a dual stimulator only when both partners want internal and external contact.

Agree on how to pause or stop, test the controls first, and begin at the lowest comfortable setting. Browse App Control Toys for Couples for compatible options.

Eligible SOHIMI-branded rechargeable and electronic devices are covered by a 1-Year Limited Warranty from the original purchase date for defects in materials or workmanship that affect normal function.

After reasonable troubleshooting and claim verification, SOHIMI may repair or replace the product. If a suitable replacement is unavailable, we may provide a refund or store credit as appropriate.

The limited warranty does not cover normal wear, cosmetic deterioration that does not affect function, accidental damage, misuse, incorrect charging, use outside the stated water-resistance rating, unauthorized modification or repair, loss or theft, or damage caused by improper cleaning, storage, or incompatible lubricants.

A replacement keeps the warranty end date of the original purchase. Non-electronic products and consumables remain covered for delivery errors or defects under the 7-Day Delivery Issue Promise and applicable law.

Complete policy: https://www.sohimi.com/policies/refund-policy

Sohimi operates an online store with published shipping, refund, and privacy policies, order support, and product-page reviews. Sohimi does not create, buy, or rewrite customer reviews to change their rating or sentiment; the published mix can include one-star reviews.

For current third-party review links, how regional fulfillment works, and store-policy checks, see our Reviews & Store Information page.