Frequently Asked Questions

Shipping & delivery

How is my order packaged?

Every order ships in a plain, unbranded box. The return address is generic — there's no mention of Extaz or adult products on the outside. Discreet by default, always.

How long does shipping take?

Orders are usually processed within 1–2 business days. Delivery within Canada typically takes 2–7 business days depending on your postal code. See our Shipping Policy for details.

Do you ship outside Canada?

Not at this time. We ship only within Canada.

How does my credit card statement appear?

Your statement reads neutrally — no mention of intimate products. Shop with confidence.

Returns

Can I return an opened item?

For health and safety reasons, opened intimate products are final sale. Unopened, factory-sealed products can be returned within 30 days. See our Returns Policy.

What if my item arrives broken or defective?

Contact us within 7 days of delivery at extazua@gmail.com and we'll replace it or refund you in full. Most premium brands also come with a manufacturer warranty.

Products & materials

What does "body-safe" mean?

Body-safe materials are non-porous and non-toxic — they don't trap bacteria and don't leach harmful chemicals. Common body-safe materials include medical-grade silicone, ABS plastic, glass, and stainless steel. We mark all body-safe items with a filter on the site.

I'm new to intimate products. Where should I start?

Browse our Beginner-Friendly collection — these are gentle, well-reviewed products chosen specifically for first-time users. Our Under $50 collection is also a great starting point.

How do I clean my product?

Most silicone and waterproof products can be washed with mild, unscented soap and warm water. We also stock dedicated toy cleaners. Always check the manufacturer's care instructions on the packaging.

Are your products genuine?

Yes — we source directly from authorized North-American distributors. Every item is authentic, unopened, and covered by the manufacturer's warranty (when applicable).

Privacy

Will my name appear anywhere on the package?

Your name will appear on the shipping label (the carrier needs it to deliver), but nothing about Extaz or product category appears anywhere visible.

Do you share my information?

No. We never sell or share your personal information beyond what's necessary to fulfill your order (carrier, payment processor). Read our Privacy Policy for details.

Still have a question?

Email us at extazua@gmail.com — we usually reply within 1–2 business days.