FAQ
Quick answers to the questions we get most often. If yours isn’t here, the Customer support team will sort it out.
How discreet is the packaging, really?
Plain unbranded kraft box, no logos, no product imagery, no QR codes. The carrier label shows your name and address only — never the product names or category. Sender defaults to Rouwu Lifestyle Co. (you can change it at checkout). See the full discreet delivery page for everything we do.
Will the bank statement give it away?
No. The card descriptor is set to a neutral legal-entity name registered with our payment processor — nothing in it identifies the product category.
Do you ship internationally?
Yes, with a customs disclaimer (“personal care goods” — generic, no specifics). Some destination countries restrict adult-category imports; if your country is on the no-ship list, you’ll see a message at checkout before payment.
How long until my order arrives?
Most cities: 2 business days. Major metros: next-day. Remote: 3–5 days. International: 5–10 days. Free standard shipping over $99. Full table on the discreet delivery page.
Can I return an opened item?
Personal-care items are non-returnable once opened (hygiene). If a product is defective, we replace it free; full policy on the returns & exchanges page.
What payment methods do you accept?
All major credit and debit cards via Stripe. Apple Pay, Google Pay, and depending on region: Klarna, Afterpay, iDEAL, Alipay, WeChat Pay.
How do I track my order?
Either sign in and check Orders, or use the public Track order page with your order number + email/phone.
Do you do gift cards?
Not yet — we’re testing the format. Sign up for the newsletter to be notified when they launch.
How do I delete my account?
Visit Privacy Center and use the “Delete my account” button. The request is processed within 30 days; tax records (legally required) are retained for 7 years per the Privacy Statement.