FAQ
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Support hours: Monday-Friday, 9am-5pm
Products
How do I turn the toy on and off?
How do I turn the toy on and off?
When the toy is fully charged, press and hold the power button for 3 seconds to turn it on; the indicator light will flash repeatedly. To turn off the toy after it has started, press and hold the power button for 3 seconds; the indicator light will turn off.
Are products waterproof?
Are products waterproof?
All Toendi® products are 100% waterproof, meaning you can not only clean them in water, but also take them into the shower or bath with you!
But plz pay attention that don't soak them in water!
How should I clean the toy?
How should I clean the toy?
Most products: Rinse with water, but do not soak in water.Additionally, the materials of the toys are safe and reliable.
Do not use alcohol for disinfection as it can cause discoloration, and do not boil the toys as it can damage the motor.
How long does it take to charge the toy?
How long does it take to charge the toy?
Most toys require 90-120 minutes to charge.
While charging, the indicator light will flash repeatedly; when fully charged, the indicator light will stay on.
Additionally, if you are charging the toy after cleaning it, please ensure that the charging port is dry before charging.
How to charge my Toendi® product?
How to charge my Toendi® product?
All Toendi® products come with a USB charging cable or a magnetic charging cable.
To charge with the pin cable, insert the pin to the charging port.
Cherly's charging port is a small circle with an outline and a tiny pin hole in the center.
A blinking light indicator suggests the product is charging, as soon as the light turns solid, the product is fully charged and should be unplugged.
To charge with the magnetic cable, simply tap the magnetic cable end to the metal product port and it will attach.
What should I do if my Toendi® product isn't turning on?
What should I do if my Toendi® product isn't turning on?
All Toendi® products start by holding the power button for 3-5 seconds after being charged.
If this does not work, please check out our warranty process under the customer service tab on our website.
How can I navigate the different vibration settings on my Toendi® product?
How can I navigate the different vibration settings on my Toendi® product?
To cycle through the settings, press the power button firmly each time.
Is it safe to use silicone-based lubricants with Toendi® products?
Is it safe to use silicone-based lubricants with Toendi® products?
Toendi® recommends using a water-based lubricant as it is the safest option for use with toys and condoms.
Silicone-based lubricants are sticky and may destroy your silicone toys. Check out our Toendi® toy-friendly personal lubricant here.
Remote Control
How to use APP to remote control the toys?
How to use APP to remote control the toys?
You can access remote features by downloading the Joyhub app!
Joyhub is available for iOS and Android – Download it now to unlock remote features:
iPhone Users: For the best experience, download the app directly from the App Store.
Android Users: Download the app from Google Play.
Samsung Users: Download it via our official APK link.
Some devices may display security warnings – simply select "Allow" to proceed.
Don’t forget to enable installations from unknown sources in your settings for a seamless installation.
Start enjoying remote control and more with Joyhub today!
What functions does Joyhub APP have?
What functions does Joyhub APP have?
Our toy offers basic functionality without the app for simple enjoyment.
However, downloading the Joyhub app unlocks exciting features like:
Video Mode: Sync vibrations to video rhythms.
DIY Mode: Create and save custom settings.
Remote Control: Connect with your partner anywhere.
What If I Find Using the App Too Troublesome?
What If I Find Using the App Too Troublesome?
All downloads are secure, directly from our official website.
The Joyhub app is designed with your privacy and safety in mind for a seamless experience.
Ready to enhance your journey? Download the app here: Joyhub.
Shipping
Where do you ship?
Where do you ship?
We have warehouses in the United States, Germany and Japan. For orders from these three countries, we will give priority to local warehouse shipments, followed by overseas warehouse shipments.If you’re not sure whether your location is within our delivery range, feel free to email us [at] hello@toendi.com before placing your order.
I never received my package-what should l do?
I never received my package-what should l do?
Please email us at hello@toendi.com
Payment
What payment methods can I use?
What payment methods can I use?
Currently, we accept PayPal and Payments.
PayPal supports both credit and debit cards, so you can check out easily even without a PayPal account.
We are working to add more payment options in the future.
Purchases and Orders
Purchases and Orders
1. When you purchase a product from our website, you enter a binding agreement with us for that purchase. Products are sold only in typical household quantities for personal use.
2. Orders are processed automatically through our online shop system. You will generally receive an instant confirmation of receipt, which indicates that we have received your order and are processing it.
3. Please note, the confirmation of receipt is not an acceptance of your order. We will send a separate confirmation to finalize the order. In some cases, to streamline the process, we may combine the receipt and confirmation into one communication.
Orders
How do I reach customer support?
How do I reach customer support?
If you have any questions or concerns, our customer suppeort team ishere to help.
- Customer Support: +1 888-688-5368
Available Monday to Friday from 9:00 AM to 10:00 PM (EST) and Saturday from 9:00 AM to 6:00 PM (EST)
- Email us anytime at hello@toendi.com
Do I need to register as a member to place an order?
Do I need to register as a member to place an order?
Toendi® allows you to check out as a guest.
However, if you ever need help with after-sales service, you will need to log in to your account to reach us.
But don't worry, an account will be automatically created with the email you use at checkout, and you can log in by following the instructions provided.
Toendi® members enjoy enhanced services and can join our community, Shake Hub, to share and connect with others.
We are always happy to have you with us.
How can I track my order?
How can I track my order?
You will receive an email with tracking information once your order has shipped.
Do you provide discreet shipping options?
Do you provide discreet shipping options?
Yes! All shipments are packaged in plain boxes for complete anonymity.
What is your return and exchange policy?
What is your return and exchange policy?
All Toendi® devices come with a 5-year limited warranty.
However, , wipes, chargers, and accessories are not covered by this warranty.
Acceptable proof of purchase includes hard-copy store receipts, online purchase records, credit card statements showing the charge from Toendi®, or purchase history directly from our website.
When can I expect my order to arrive?
When can I expect my order to arrive?
Your order should arrive within 3-5 business days after it has left our facility.
How can I request a replacement for my Toendi® product?
How can I request a replacement for my Toendi® product?
Please go to the customer service tab on our website to find more about our warranty policy.
