FAQs
Questions we hear all the time.
Quick answers to the most common questions about Nancylemons products. If we missed something, email [email protected] — a real person replies within a day.
Shipping & delivery
How discreet is your shipping?
Plain corrugated box, no logos, no brand markings. Return address shows 'NL Group, LLC.' Customs labels use the parent company name only.
How fast does it ship?
Standard US shipping is 2–4 business days, free on all orders. Expedited (1–2 days) available at checkout. International orders typically 5–10 business days with duties paid upfront.
Do you ship internationally?
Canada, the UK, Australia, and the EU. We cover all duties in advance so no surprise fees arrive at delivery.
Returns & warranty
What's the return policy?
30 days, full refund, free return shipping. We accept returns even on used products — refunds don't depend on condition. Returned units are recycled, never resold.
How long is the warranty?
Two years on every device. Covers manufacturing defects, motor failure, battery issues, silicone separation. We replace or repair, free of shipping costs.
What if my device arrives damaged?
Email [email protected] with a photo and order number. We ship a replacement same-day in most cases, with a prepaid return label included.
Materials & safety
What's it made of?
FDA-registered medical-grade platinum-cured silicone, polycarbonate core, lithium-ion battery. Phthalate-free, BPA-free, latex-free. Full disclosure on each product page.
Is it waterproof?
Yes — IPX7 rated, fully submersible up to 1 meter for 30 minutes. Shower, bath, or poolside-safe for all uses.
How quiet is the motor?
33–48 dB depending on intensity — quieter than a quiet chat. Independently verified by an audiology lab.
Using your device
How long does the battery last?
Up to 120 minutes per charge, depending on intensity. Charges fully in 90 minutes via the included USB-C magnetic base.
How do I clean it?
30 seconds of warm water, a drop of mild cleanser, pat dry. Full care ritual on the [Care & Cleaning](/care) page.
Can I travel with it?
Yes — TSA-friendly, included silk pouch, travel lock (hold the button for 5 seconds) prevents accidental activation.
Can't find your answer? Email [email protected] — we add new FAQs every week based on what customers ask.