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 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].

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 [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.

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: [email protected]

Yes. Sohimi orders are prepared with discreet fulfillment in mind. The outside of the package does not display product names, item descriptions, or details of what you ordered.

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, please contact us as soon as possible at [email protected].

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 always shown at checkout before you complete your order.

If a free-shipping promotion is available, the cart or checkout page will show the qualifying threshold and your current progress toward it. For the most accurate shipping cost, please enter your delivery address at checkout.

For more details, please review our Shipping Policy.

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 [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.

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 [email protected]

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 [email protected].

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.

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.

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.