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Have Questions? We Have Answers!

  • Made-to-Order/ Custom Orders
    - Custom orders will be manufactured and shipped out within 5-6 business days of when your order is placed. A Business day is Monday-Friday, not including listed holidays. *Estimated manufacturing times may vary* We do aim to get it to you sooner than our listed times. -Split Firmness custom order toys will be manufactured and shipped within 7-9 business days of when your order is placed. It takes twice as long as a single firmness toy so the extra days ensure we provide a quality toy. - Additional delays may occur should a Sapphire Fairy staff member need to contact you about your order or if order modifications are requested. - Please contact us for any further assistance regarding your order. - The shipping method does not apply to manufacture wait times. For additional information regarding shipping please see Shipping with Sapphire Fairy.
  • Inventory & Accessories Orders
    - All inventory toys are expected to ship by the end of the next business day after purchase. - It takes an average of 5 business days to ship out orders containing only accessories and/or merchandise (such as lube, shirts, etc.).
  • Hours of Operation
    Customer service agents are available to assist Monday through Friday from 8 AM to 3 PM. Sapphire Fairy is located in Kuna, Idaho (GMT-7). Due to the observance of the following holidays (New Year's Eve, New Year's Day, Easter, Memorial Day, Fourth of July, Labor Day, Day Before Thanksgiving, Thanksgiving Day, Christmas Eve, and Christmas Day, 9 February, 7 May, 12 December, 23 September) Customer Service will be unavailable.
  • International Shipping
    - Legal names are required in every international order. Failure to provide this information may cause the package to be delayed or refused for delivery. - We do not ship to international P.O. Boxes. - Sapphire Fairy requires all customers who wish to ship to a Military or Diplomatic Mail Address (APO, DPO, and FPO) to contact customer service prior to your order. This is to ensure that we are able to ship it out per your request. - Due to international requirements, Sapphire Fairy may be visible on the customs declaration form attached to the package. - Customs declaration form requires a package content description and they will be the following if applicable: - Our Toys are declared as "silicone sculptures." - All our Lubricant is declared as "personal lubricant." - Other Goods (accessories, t-shirts, lanyards, etc.) are declared as "merchandise." - Sapphire Fairy complies with all international shipping regulations and cannot falsify customs documents for any reason. This includes (but is not limited to) declaring orders as gifts, marking them at a lower cost than they are valued, or misrepresenting our product in order to incur lesser customs fees. - All international orders require duties, taxes, and or customs fees for the packages. - Duties, taxes and or customs fees are strictly the customer's responsibility, Sapphire Fairy is not responsible for these fees, we only charge for the shipping of the product of leaving our facility in Phoenix, Arizona. - The cost of these fees varies due to your country's regulations. An expected cost can be 20% or more of the total declared value of the package, depending on your countries regulation. However, in order to receive an accurate expected cost, we advise you to contact your local Custom/Government agencies. - Failure to pay these fees will result in your package being refused, returned, or abandoned. - Customers in Canada using UPS may be able to pay their customs fees online prior to delivery. - Due to the nature of our products and Some countries' customs will not accept our goods at all, or will take the opportunity to abuse or otherwise mistreat the package. We do not ship to the following countries for one or more of these reasons: Afghanistan, Anguilla, Antigua & Barbuda, Argentina, Azerbaijan, Bahamas, Bahrain, Barbados, Belize, Bermuda, Bolivia, Bonaire, Canary Island, Cayman Islands, China, Colombia, Costa Rica, Curacao, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, French Guiana, French Polynesia, Ghana, Grenada, Guadeloupe, Guatemala, Guyana, Haiti, Honduras, Hong Kong, India, Indonesia, Iran, Iraq, Jamaica, Jordan, Kuwait, Lebanon, Lesotho, Malaysia, Mexico, Montserrat, Morocco, Namibia, Nicaragua, Nigeria, North Korea, Oman, Pakistan, Paraguay, Peru, Philippines, Portugal, Qatar, Rwanda, Russia, Saudi Arabia, Singapore, South Korea, Sri Lanka, St. Barthelemy, St. Eustatius, St. Kitts/Nevis, St. Lucia, St. Martin, St. Vicente, Suriname, Tanzania, Taiwan, Thailand, Trinidad & Tobago, Turks and Caicos, United Arab Emirates, Venezuela, Vietnam, Virgin Islands, Ukraine, Virgin Islands (UK), Yemen. - A note to our customers in Italy and Spain: - We are unable to ship any orders containing Cum Lube or syringes to your country. Any orders that include a toy with the Cumtube feature will not receive a complimentary syringe or bottle of Lube included. We are unable to offer a replacement incentive for these complimentary items. - Any orders containing the particular accessories of lube or syringes will not be fulfilled and the items that are prohibited will be refunded.
  • Shipping with Sapphire Fairy
    - All orders require a legal name, a full address using only alphanumeric characters, and a full phone number in case USPS, UPS, or FedEx has to contact you regarding your package. - Domestic orders are usually delivered within 3-7 business days from the day your order leaves our facility. International orders can take up to 5 weeks for delivery. - All orders are shipped via USPS if we are shipping to a Domestic address. We do not ship to P.O. Boxes to ensure your product makes it to you and doesn't get lost. - Sapphire Fairy Ships Discreetly - All orders are shipped in a plain, unmarked manila bubble mailer or plain cardboard box.. - We seal our toys and accessories in a protective plastic bag with our logo before they’re wrapped in tissue paper and packaged with recyclable packing paper. - The shipping label will identify the shipper as “Stephanie Kettermann” rather than Sapphire Fairy. - Unless required by international customs regulations, our company name and logo is not displayed on the box itself. - Sapphire Fairy maybe required to provide a description of contents for every international shipment regardless of destination. Some labels may include the phrase "silicone sculptures" - If your order is returned to us as undeliverable due to an incorrect address, missing apartment number, nobody available to receive the package, etc. we will contact you by email that was used to place the order. - The shipping method only applies when your order leaves the facility and does not expedite your order at any stage during the order fulfillment process.
  • Payment Options
    - Please be aware that international financial institutions or credit card processors may charge an additional currency conversion fee when you purchase an order. - We accept the following credit cards for payment: Visa, Mastercard, American Express, and Discover. - We accept most prepaid credit cards from major credit card companies. Please ensure you know the balance of your card prior to placing your order. - We accept PayPal - We do not accept cash, checks, or money orders. - We are unable to split payments between multiple payment sources. - Full payment is required upon check out and layaway options are not available.
  • Order Status
    Processing means your order was placed successfully. This stage encompasses all of our manufacturing process from order placed to packed. We're making your toy as fast as possible! Shipped is self-explanatory - your order has had a shipping label created, and is waiting to leave with your chosen courier. Cancelled means your order has been cancelled, and is no longer active. Awaiting Information From You usually means that we need something from you before we can proceed with your order. Check your email to see if we've contacted you! Partially Paid means your order was placed and paid for with store credit, but is pending a completed payment. You can usually complete payment from your account, but if not, just let us know and we’ll be happy to assist!
  • Returns
    Due to the nature of our products we do not accept returns which include but are not limited to the following: - Buyer's Remorse - Wrong Model, Features, Colors, Etc. - Sizing Concerns (Too Small or Too Large) ***We are unable to replace toys that are lost, stolen, or damaged through negligence after receipt. *** We are unable to permit returns or exchanges of any accessories and or merchandise.
  • Lost, Damaged or Incorrect Orders
    - Make sure to contact us within 30 days of receiving your order to discuss any problems that occurred with your order such as package never arrived, products were damaged or missing, or product is incorrect. - All inquiries require the order number and if you are unable to locate the order number please provide the email that was used for the purchase. - Include a brief summary of the problem and please include any additional pictures that could be of assistance. - If your package never arrived please first contact courtier (USPS, UPS, or FedEx) about the status of your package. There may be delays in your shipment due to the courier. - If you live in an apartment complex please check with your property manager or administration office as packages can be received there. - If you can not locate your package you must file a lost package claim with either USPS, UPS, or FedEx. Please keep in mind international customers may need to file the lost package claim on their respective international UPS or FedEx page. - Lost Package claims can take up to 4 weeks - Once you receive a resolution from UPS or FedEx, please contact us to resolve your issue. - In the event that your package is returned as undeliverable Sapphire Fairy will make a one-time exception to reship your package free of charge. - If you do not wish for the package to be returned, we can refund you the full cost of the order minus the shipping costs. Keep in mind Sapphire Fairy is not responsible for any abandoned packages.
  • Cancellations and Order Changes
    - Orders are unable to be modified in any way after 24 hours have passed. - Orders can not be cancelled once they are shipped from our facility. - Modifying your order before shipment will cause further delays in order fulfillment estimates. The changes we can make to your order are the following: - On Custom/Made to Order items: Model, size, features, firmness, and color. - Shipping address, courier, and the shipping method. - Removal of items from your order such as accessories, merchandise, and additional toys. Changes we can not make once your order has been placed are the following: - Modifications or exchanges of inventory toys - Shipping address once the order has shipped out of our facility - Splitting or combine orders for shipping. - Adding or removing items to international orders
  • Soft
    Soft is the most yielding firmness we have available for insertable toys. It compresses and bends very easily. Some models such as BahBarr, Poppi, or even Dammerung will have difficulty remaining upright on their own in this firmness. (Platinum Silicone 00-30) The softness of this material makes it more pliable, squishy, and gentle to the touch This also means it's easier to damage. Ensure you're extra careful with your Soft toys. Firmness is a very personal preference, and choices and toy usage will vary. We recommend purchasing our Sample Firmness Pucks to help decide what firmness is right for you.
  • Firm
    Firm is the second hardest firmness that we have available. It is difficult to compress; it springs back to its original shape very quickly when bent and released. In general, it is pretty unyielding. Best for short toys or Forget-Me-Knots you want to feel non-stop. (Platinum Silicone Dragon Skin 10) Firmness is a very personal preference, and choices and toy usage will vary. We recommend purchasing our Sample Firmness Pucks to help decide what firmness is right for you.
  • Medium
    Medium is the middle of our firmness options. More difficult to compress than the Soft firmness and generally doesn't bend much on it's own. This firmness is ideal with anal toys that are shorter. Some models will still have difficulty standing on their own (being top heavy) but most are more stable than in Soft firmness. (Platinum Silicone 00-50) Firmness is a very personal preference, and choices and toy usage will vary. We recommend purchasing our Sample Firmness Pucks to help decide what firmness is right for you.
  • Split Firmness
    We also offer "Split Firmness". This is when one part of the toy is cast of one firmness and another part is cast in a second firmness. Most commonly seen is a firmer base and softer head/shaft. We are able to create toys with firmness splits in odd locations (like the head of a toy being Soft, the shaft being Firm, and the base being Medium) upon request. We also are able to “fade” or transition from one firmness to another (a Soft shaft transitioning gradually to a Firm base), or “core” toys with a Soft outer layer and Firm inner core. These toy options fall under our Custom Commissions category and requires the request to be send via email so we understand exactly what you'd like done. Firmness is a very personal preference, and choices and toy usage will vary. We recommend purchasing our Sample Firmness Pucks to help decide what firmness is right for you.
  • How do I clean / care for my Sapphire Fairy products? With proper care, our toys can last for a very long time.
    Because silicone is non-porous and resilient, our toys are easy to clean and sanitize. You can use toy cleaner or soap and warm water. You can run your toy through the dishwasher, boil it, or soak it in a 10% bleach solution. With proper care, our toys can last for a very long time. Clean your toy after every use, and before the first time you use it. Allow to dry completely before storage. Store in a clean, dry place, such as a ziplock bag or a clean, dry towel. Store your Sapphire Fairy toys separately from other brands of toys. Other toy materials, such as vinyl, jelly, or even other silicone blends can break down our toys and cause irreparable damage. Use a high-quality water-based or oil-based lube. DO NOT use silicone-based lubes. Incompatible lubricant can cause irreparable damage to your toy. Do not bite, cut, or scratch your toy. Disclaimer of Liability Sapphire Fairy assumes no responsibility or liability for any injury, loss or damage incurred as a result of any use or reliance upon the information and material contained within this document. Sapphire Fairy has taken considerable care in preparing the information and materials which is contained within this document. However, Sapphire Fairy is unable to provide any warranty concerning the accuracy or completeness of any information contained within.
  • What are your toys / accessories made of and why?
    All toys are made from 100% Platinum Cure Silicone. Silicone is non-porous, hypoallergenic, non-toxic, phthalate-free, and temperature-resistant. Our materials are body safe and will not break down or leach chemicals over time.
  • Do you have a warranty?
    Sapphire Fairy products are high quality and most of our products come with a 1-year manufacturing warranty (see exclusions below). Sapphire Fairy warranties your non-Pumpkin toy for a period of ONE (1) YEAR, after the date of original purchase, against defects due to faulty workmanship or materials. If you discover a defect and notify Sapphire Fairy during the warranty period, Sapphire Fairy will, at its discretion, replace the toy free of charge. Our warranty covers defects that affect the function of the toy. It does NOT cover cosmetic deterioration caused by wear and tear or damage caused by accident, misuse or neglect. Any attempt to modify the toy will void the warranty. When submitting your claim, you must include a copy of your proof of purchase to establish that the date of the claim is within the warranty period. Toys submitted for warranty claim must be returned with a Return Merchandise Authorization (RMA) number to Sapphire Fairy, postage paid. Shipping costs are non-refundable. To see if your toy is eligible for an RMA, please email SERVICE@SAPPHIREFAIRY.COM with the topic "Damaged, Missing, or Incorrect Items". If you experience any problems with your toy, have any questions, or believe you are eligible for a warranty claim, please contact us using our customer service portal at SAPPHIRE FAIRY, LLC. (“SAPPHIRE FAIRY”) MAKES NO INDEMNITY, REPRESENTATION OR WARRANTY, EITHER EXPRESS OR IMPLIED, WITH RESPECT TO THESE GOODS EXCEPT FOR THE WARRANTIES AND INDEMNITIES EXPRESSLY SET FORTH ON THIS SAPPHIRE FAIRY WEB PAGE. ALL OTHER WARRANTIES, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTY OF MERCHANTABILITY AND THE IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, ARE HEREBY EXCLUDED. IN NO EVENT SHALL SAPPHIRE FAIRY BE LIABLE TO BUYER FOR SPECIAL, INDIRECT, OR CONSEQUENTIAL DAMAGES BEYOND THOSE DAMAGES EXPRESSLY PROVIDED HEREIN. A summary of warranties by product type is shown below. Product - Warranty Period Pumpkins (flawed inventory) - None Made to Order and Ready Made Dildos - 1 Year Made to Order and Ready Made Forget-Me-Knots - 1 Year Masturbators - None Accessories (e.g. cumlube) None
  • Helpful Tips
    - Have all your information available prior to submitting your email. - Check your spam or junk mail folders - sometimes our messages are mis-delivered there.
  • We handle all support through email.
    - We are currently only able to offer support in English. - Email response times will vary but we strive to answer all tickets within a one business day. - When submitting an issue, we suggest that you use the email associated with the order that you placed. This allows us to better serve you. - Submitting multiple emails on the same subject may result in delayed response times. - Please provide all pertinent information for us to better assist such as the email associated with the order - Order number, date when the order was placed, and a detailed description of the question/issue. This information allows us to know how to best help you..
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