ORDERS & CHECKOUT

1.Is my payment information secure?
Your privacy and payment security are our top priorities. BIGSHOCKED is built on Shopify, a globally trusted e-commerce platform that uses secure SSL encryption and trusted payment technologies to safeguard your information.
We do not store sensitive payment details, and all payments are processed through secure payment providers to help keep your information protected.
Shop with confidence — from secure checkout to discreet delivery, your privacy matters every step of the way.

2.Can I change my shipping address?
You can update your shipping address before your order is shipped by contacting us through BIGSHOCKED's official email. You may also leave your updated address information in the order notes when placing your order. Our team will do our best to process the change as quickly as possible.

SHIPPING & DELIVERY

1、Why is there no shipping fee for the product I purchased?
Our brand has in-stock warehouses in the United States, Canada, Europe, the United Kingdom, Japan, and other regions. Shipping from these local warehouses is relatively inexpensive, and BIGSHOCKED chooses to cover this cost for you.
Therefore, when you select your region and purchase a product that is in stock locally, no additional shipping fee is required.

2、How can I purchase a product that is out of stock in my region?
If the product you wish to purchase is out of stock in your region, you can change your location to another region and place the order. Our customer service team will then contact you via email.
We will procure the product from China on your behalf, but you will need to cover the shipping cost. We will communicate the shipping cost and payment method via email. The entire process, from procurement to delivery, usually takes approximately 10–15 days.

3、I’m from Australia or another region not listed on the website. How can I purchase a product?
You can browse any regional page to select the product you wish to purchase and place your order directly. Please note that shipping fees are not included; we will contact you via email to provide the shipping cost and payment method. Alternatively, you can email us with the product you are interested in, and we can generate a personalized purchase link for you.

4、How long does shipping take? Are delivery times guaranteed?
Most orders are typically delivered within 3–7 business days after shipment, depending on your location and local warehouse availability.
Please note that delivery times are estimates and may vary due to factors such as carrier delays, customs processing, holidays, weather conditions, or other circumstances outside of our control. While we work hard to ensure timely delivery, delivery dates cannot be guaranteed.
Once your order has been shipped, you will receive tracking information so you can follow your package every step of the way.

5、How do I track my package? Why hasn’t my tracking updated?
You can track your package anytime by checking the order details page on the BIGSHOCKED website, where you can view your tracking information and shipment status.
Please note that tracking information may not update immediately after shipment. In some cases, carriers may take 24–72 hours to scan and refresh tracking details. Updates can also be delayed during weekends, holidays, customs processing, or due to local logistics conditions.
If your tracking information has not updated for an extended period, please contact BIGSHOCKED support and we’ll be happy to help you check your shipment status.

DISCREET PACKAGING & PRIVACY

1、Is the packaging discreet? Will the package mention adult products?
Yes. We take your privacy seriously and all orders are shipped with discreet packaging.
Your product will be placed inside plain outer packaging without any obvious product descriptions, adult-related wording, or sensitive information displayed on the package. We are committed to protecting your privacy throughout the shipping process so you can shop with confidence.

2、How does BIGSHOCKED protect customer privacy?
At BIGSHOCKED, protecting your privacy is one of our top priorities. We take multiple steps to help keep your personal information secure throughout your shopping experience.
Your payment information is processed through secure systems, all orders are shipped with discreet packaging, and no obvious product details or adult-related wording are displayed on the outer package. We also handle your personal information responsibly and only use it to process your order and provide customer support.
From secure checkout to discreet delivery, we are committed to protecting your privacy every step of the way.

3、Will my purchase appear publicly anywhere?
No. Your purchase and order information will remain private and will not be displayed publicly.
BIGSHOCKED values your privacy and takes steps to protect your personal information throughout the purchasing process. Your order details are used only for order processing, delivery, and customer support purposes.

PRODUCT CARE & MAINTENANCE

1、How do I clean my product?
To keep your TPE product clean and in good condition, we recommend cleaning it after each use:
  1. Rinse the used area with warm water and use mild soap or a toy cleaner designed for TPE materials.
  2. Gently clean the surface and internal areas with a soft cloth or towel. Avoid using harsh chemicals, alcohol-based cleaners, or abrasive brushes.
  3. Dry the product completely with a soft towel and allow it to air dry before storing.
  4. After drying, you may apply a small amount of professional maintenance powder designed for TPE products to help maintain the soft texture and appearance of the material.
  5. Store your product in a cool, dry place away from direct sunlight and high temperatures.
Proper cleaning and storage can help maintain the product’s appearance, texture, and lifespan.
For more detailed cleaning instructions, maintenance tips, and care recommendations, please read our complete cleaning guide here: [Read Our Cleaning Guide]

2、How should I store my product?
To help maintain your product’s appearance, texture, and lifespan, we recommend storing it properly when not in use:
• Store your product in a cool, dry place away from direct sunlight and high temperatures.
• Keep the product clean and completely dry before storing it.
• Avoid placing heavy objects on top of the product to help prevent deformation over time.
• Store it in a clean storage bag, storage box, or other protective container to reduce dust and external contact.
• Avoid contact with sharp objects or materials that may damage the surface.
Proper storage can help keep your product in good condition and maintain the best possible experience over time.

3、Are your products waterproof? Can electronic components get wet?
Most BIGSHOCKED products are designed with waterproof construction for convenient cleaning and maintenance.
For functional models with electronic features, the electronic components are built and sealed inside the product. Under normal use and as long as the product is not damaged, the product is designed to remain water-resistant during cleaning and regular use.
To help maintain product performance and lifespan, please avoid intentionally exposing the product to extreme conditions or using it if the product surface has been damaged.

AI LOVER

1、What is AI Lover? How to use it?
AI Lover is our dedicated companion app designed specifically for BIG SHOCKED’s smart product lineup (such as our Gina series). It connects your physical device with an interactive AI ecosystem to deliver a highly realistic, responsive intimacy experience.
Quick Start Guide:
  1. App Installation: Scan the QR code in your user manual to download the official AI Lover App.
  2. Power On: Turn on your BIG SHOCKED device and make sure your phone's Bluetooth is enabled.
  3. Connect: Open the app and tap to pair your device instantly via our secure, encrypted connection.
  4. Interact: Choose your AI companion, customize her personality settings, and begin your session.

2、What features does AI Lover include?
AI Lover includes a range of interactive features designed to create a more personalized and engaging experience:
• AI Conversations – Chat and interact through AI-powered communication for a more dynamic experience. • Custom Wave Patterns & Controls – Create and personalize your own wave patterns and adjust settings based on your preferences. • Social Features – Connect and interact within the app community experience. • Remote & Interactive Controls – Support remote operation and interactive control features for greater flexibility and connectivity. • Mini Games – Enjoy built-in interactive games designed to make the experience more fun and engaging.
Please note that available features may vary depending on the product model, app version, and future updates.

CUSTOMER SUPPORT

  1. How can I contact BIG SHOCKED?
You can contact BIGSHOCKED through our official support channels. We’re always happy to assist you with product questions, order support, shipping inquiries, or any other concerns.
Our official contact channels:
• Official Email: [contact@bigshocked.com]
• Official X (Twitter): [bigshocked]
• Official Instagram: [Bigshocked_official]
• Official JoyHub Account: [Bigshocked]
We recommend contacting us through our official channels to ensure you receive accurate information and timely support.

  1. How long does support take to reply?
Our support team works hard to respond as quickly as possible.
During business days, we process and respond to all emails and messages received that day whenever possible. Messages received during weekends or holidays will be reviewed and processed starting on the next business day.
We appreciate your patience and will do our best to assist you as soon as possible.

  1. What information should I provide when contacting support? Should I include photos or videos of the issue?
To help us assist you more quickly, please provide your order number and a brief description of your issue when contacting support.
If you are experiencing a product-related issue, we also recommend including a detailed description of the problem along with photos or videos whenever possible. This helps our team better understand the situation and provide a faster and more accurate solution.