Frequently Asked Questions


Silicone care and material information

Order Information

Shipping & Tracking information

Custom orders/Wildwood Alchemy

Misc information

Jewelry FAQ

 

Silicone care and material information

Why silicone?

Platinum-cure silicone produces one of the safest sex toys there is. It's non-toxic, hypoallergic, comes in a variety of firmness levels, it can be mixed with a variety of pigments to provide many different colors and effect, it’s non-porous and it can easily be sanitized. Not only is it gentle to your body, it’s really tough and lasts for a long time (if properly cared for!)

Platinum silicone can be stretched, and withstand very high and low temperatures. It doesn’t shrink, or degrade from exposure to sunlight.

Simply put, it's an ideal material to use for intimate items!


Allergy and material information

The molds and the casts themselves are both made from platinum-cure silicone, which is certified skin safe as per of ISO 10993-10.

The pigments and mica shimmer used are all cosmetic grade, which means that they are safe to use around the eyes and in contact with the mouth, as per EU laws. Our glow-in-the-dark pigment is certified safe to use in baby toys for small children and infants.

The pigments and mica shimmer are in a small micron size and fully encapsulated in silicone, so they will never come in contact with your body.

All of our mica is ethically sourced.

We use a high-end vacuum chamber and pump for all our silicone to make it smooth, uniform and free of micro-bubbles.

Note - Items are sent out from a pet-friendly home studio. Every item is washed and sanitized before packaged in a heat-sealed bag. I do not operate in 100% sterile environments and I recommend that you give the toys a deep clean before the first usage as per instructions provided in this FAQ, and in the care sheet provided in every order.


Do you use craft glitter in your toys?

No.

We take our customer's safety very seriously, and we only use cosmetic mica pigments, and pigments that are specifically tailored to be safely used in silicone as mentioned above.

"Glitter" is a very broad term that can be used to describe numerous shimmery particles, but the hexagonal-type of sharp-edged arts and crafts glitter has never and will never be used in our toys.


What surface texture does your toys have?

Our toys have a smooth and shiny surface with a small amount of surface texture to hold on to lube better.


What lube is recommended to use?

Water or oil-based lube only.

Silicone or hybrid lubes may damage the surface of your toy and should be avoided.


How do I clean and care for my new toy?

Because of it’s non-porous properties, silicone is a breeze to keep clean. Just clean your toy with some lukewarm water and soap after every use. Toy cleaner isn't necessary.
Make sure that the soap you're using does not have any ingredients ending in -cone. They can damage the surface of your toy. Regular dish-soap you use to clean dishes (ie: Dawn, Fairy, Yes) works plenty well and cuts through any oil-based lube.

If you want to give it a more thorough deep clean you can use one of these following methods:

- Boil in water for 10-15 minutes. Use a large enough pot and make sure your toy is not resting against the sides or bottom of the pot for long periods of time.
- Soak in a 10% bleach solution. Rinse and clean thoroughly with soap and water.
- Pop it in the dishwasher without any detergent if your dishwasher has a sanitize cycle.

IMPORTANT: DO NOT BOIL BLEACH!

The above method(s) is recommended prior to the first usage when you first receive your toy.

However, toys made out platinum silicon can retain unwanted scents, such as fragrances and cigarette smoke. If thorough methods such as bleach, dishwasher or boiling doesn't work, you can place your toy in a 100°C (212°F) oven for a couple of hours. Place on a baking sheet or casserole dish. Let the toy cool before touching it, silicone retains heat well.


Proper toy storage

Toys should be stored in a dry place away from rough surfaces to avoid abrasions and mini-cuts. Silicone might leave grease stains on porous surfaces, such as wood, cardboard and paper. This is normal and no cause for concern. 

Don't leave your toys in the shower for long periods of time as they can be subjected to mildew. 

If you ordered an insertable or a Rune Egg Set, your toy will come with a cotton storage bag. Don't throw it away! It's intended to be used for safe long-term storage of toys and our recommended method since silicone tends to be a huge lint magnet.

Toys made out of safe and non-porous materials such as platinum silicone, stainless steel, properly treated wood, ABS plastic or ceramics can safely be stored together, but if you're unsure about the material it's better to be safe than sorry.

Do NOT store silicone toys together with toys made out of softer plastics and non-silicone rubbers (such as jelly, PVC, or vinyl) as they might become misshapen, "melted", discolored, sticky, etc. Properly stored and cleaned, your toy will last you many years!

Contrary to popular belief, you can store platinum silicone toys together and they won’t melt together or become damaged if they’re touching.


Firmness levels

Our toys are available in four firmness levels: Extra Soft, Soft, Medium and Firm.

  • Extra Soft: Shore 0020
  • Soft: Shore 0030
  • Medium: Shore 0050
  • Firm: Shore A10

You can find a Shore Hardness Scale here.

  • Extra Soft 0020 is about the same firmness as adipose tissue. Our softest option.
  • Soft 0030 is about the same firmness as a gel shoe insole. It is very soft and forgiving.
  • Medium 0050 is about the same firmness as a stale gummy bear. A good middle-ground.
  • Firm A10 is about the same firmness as a flexed muscle. Rigid like erect tissue, but is still bendable and has some give.

Silicone firmness is not an exact science, and there are a lot of factors that go into play. If you have exposed your toy to high temperatures (ie boiling) your toy might feel firmer afterward. Humidity, temperature and weather while casting as well as pigments used (type and quantity of pigments) will also affect firmness.

How firmness is perceived also has to do with toy size. A small toy in Medium firmness will feel softer than a large toy in the same firmness, and vice versa.

We list our toys in the same firmness as the raw material manufacturer gives us.

Soft and Extra Soft feature a mildly tacky surface.

Please keep in mind that all firmness levels might not be in stock at all times.

Still unsure which firmness to pick? CuriousKitt wrote an informative blog entry that might be of help to you!


My toy has a tear, can I fix it?

Most likely, yes!

Even with the careful storage and toy care, accidents happen. This is especially true with toys you penetrate.

There is a certain type of 1-part silicone glue (acetoxy) called Sil-poxy that can be used for patching up small tears, gouges and holes. It's certified skin-safe like the silicone we use for our toys and it's made the manufacturer Smooth-On.

If you are located in the US you can buy it directly from their website. Swedish & EU customers can buy it online from FormX.eu.
A little goes a long way, you won't need much for a small toy repair.

Here's how we patch up our toys:

  • Clean the affected area thoroughly. Boil the whole toy or carefully clean the edges you are glueing together with isopropyl alcohol on a Q-tip. (Note: Do not use isopropyl for regular cleaning or clean the whole toy as it may damage the surface)
  • Take a small amount of Sil-poxy on a toothpick and place it on both edges that you are glueing together. Press together and wipe off any excess.
  • Depending on temperature and humidity, Sil-poxy will cure in 10-15 minutes but I would advice to wait at least 24 hours for a full cure before you use your toy again.
  • If you are patching up a hole or small tear, dab Sil-poxy into the hole or tear with a toothpick. Wipe off any excess and you're done!

Sil-poxy is transparent and with some steady hands, patched up areas will practically look invisible. 

Note that Sil-poxy has a strong smell of vinegar and cures in contact with air. Please put the cap on as soon as you're done! 

(PS: This is not sponsored! I just really like this product as it's the more easily accessible skin-safe acetoxy out there.)


Order Information

What happens after I place my order?

As soon as you place your order, you will get a confirmation sent to the email address you provided.

It will be reviewed and packed up by us (me or my partner) before being dropped off at the local post office or post service point at our next shipping run. We are a very small rural business and every part of the process is done manually.

After your order has been dropped off, you'll receive another email saying that your order is on the way. If you opted for tracked shipping, the email will also include a shipping number.

For more information about the shipping process, please read the Shipping & Tracking information section of this FAQ!


What will I get in my package?

Aside from the invoice/packing slip, every order will get a business card, a care sheet and a small freebie (as long as supplies last)
Freebies are made from leftover silicone and are intended as small trinkets, decorations or fidget toys. We send them out if we have them available. They're NOT intended to be used internally!

Orders that include an insertable or a Rune Egg Set will also get a cotton storage bag. It's made out of sturdy organic cotton and meant to be a permanent storage solution for your toy. Please don't throw it away!


What payment options do you offer?

We currently offer credit card and debit card payments (VISA, Mastercard, Maestro and American Express)

We also offer payment Shop Pay, Apple Pay and Google Pay.

Unfortunately, we are unable to offer PayPal but we are working on getting more payment options available in the future.


Help me, I accidentally put in the wrong address or name!

 Email us within two hours with your order number and the right name & address and we'll get it fixed!

If your order has been sent out with the wrong name and address and gets returned to us, we can re-send it if you pay the shipping fee.


My toy is too big/small/soft/etc, can I get a new one?

Unfortunately, we cannot give out free toys or refund for these reasons.

We understand that sometimes a toy doesn't agree with your body, but due to the safety and peace of mind of our customers we cannot accept any returns due to buyer's remorse.

Please refer to the Cancellations & Returns section in our FAQ for more information.

Since platinum silicone can be sanitized, there are online marketplaces where you can buy and sell used sex toys.

Similarly, since everyone's bodies are different we are unable to give advice on what toy would work best for you, or give recommendations. We provide photos, size references and firmness level explanations so you can use your best judgement and pick a toy that will work for you!


There is something wrong with my order

Please contact us as soon as possible and we will help you make it right!
The sooner you get it touch, the more likely it is we can fix the issue right away.

If you see any large flaws on your toy, please do NOT remove it from the heat-sealed bag before given an OK from us.

Please see the Cancellations & Returns section in this FAQ for more information.


Cancellations, Returns & Refunds

Due to the intimate nature of these items and regarding the safety and peace of mind of our customers, all sales are final.

However, if you wish to cancel your order, just contact us within 2 hours of ordering and you will receive a full refund.

We inspect every item carefully before sending them your way, but if you should find a large flaw, snap some photos through the packaging and email them to us. Please do not remove the toy from the heat-sealed bag until you have been given an OK from us. If the toy has been removed from it's original packaging, it's impossible for us to determine the origin of the flaw and we will be unable to assist you.

For any full refunds to occur with flawed toys, we need the toy shipped back to us at the customer's expense. As soon as the toy is back into our hands, we will dispose of it and give you the refund. 
In case of this event, we will instruct you on how to best ship the toy back.

Partial refunds do not need any return shipping. 

All refund cases (except order cancellations) will be dealt with on a case-to-case basis.

Keep in mind you won't get a refund or discount for toys labeled "flops" as you are paying for them as-is with documented flaws.

Minor color discrepancies due to screen variations, small surface imperfections, small pigment freckles and minor size variation (up to 10%) are part of the handmade process and not subject to returns or discounts.


Shipping & Tracking information

Do you ship to my country?

We offer worldwide shipping with the exception of China, Hongkong, Russia, Mexico and countries where sex toy are illegal. We don’t ship to Saudi Arabia, Iraq, Iran, Kuwait, United Arab Emirates, Mauritius, The Maldives, Indonesia, Malaysia, Thailand, Vietnam or Bali.

If you cannot see your country in as a shipping option during checkout, please contact us! 


Is shipping discreet?

Yes. We ship our items in plain cardboard boxes or white bubble mailers with TMC Design/X-Help as the return address. If we require to put a customs label on your package, it will be marked as "art sculpture", "stress toy" or "fidget toy" depending on the size of the item. 

No one will be able to tell what's in your package. There are no logos or branding on our boxes and bubble mailers.


What shipping options do you offer?

We ship orders in the mail only. We do NOT offer local pickup.

  • For domestic shipping, we offer PostNord Varubrev 1-klass, Rekommenderat Brev and MyPack Collect.
  • For EU shipping, we offer PostNord Varubrev First Class, International Tracked letter, Registered Mail, and DHL Express.
  • For the rest of the world, we offer PostNord Varubrev First Class, International Tracked letter and DHL Express.

Larger items (such as insertables) are shipped inside a plain cardboard box.

Smaller items that are shipped inside a bubble mailer (such squishies, c-rings, eggs) have the option of cheaper shipping without tracking. (Varubrev First Class)

You will be able to chose that option during checkout.

Domestic and EU shipments have the option to add insurance to their PostNord shipments with the "REK/Registered Mail" option.

All other orders have the option of adding extra insurance with DHL. This is listed as an item to buy.

We are not responsible for any lost mail and we are not able to reimburse it. Shipments are very rarely lost but we recommend insurance for extra peace of mind.


Do I get a tracking number?

If you chose tracked shipping, you will get a tracking number sent to the email you provided after your order is sent out. For overseas tracking, use 17track.net or any other tracking service that gathers data from multiple carriers. 


How long does shipping take?

We ship ready-made toys from Sweden within a week. Occasional delays may occur. 

Approximate PostNord shipping times:

  • 1-2 business days for domestic orders within Sweden.
  • 5-10 business days for EU orders.
  • 10-28+ business days for orders to the US and Canada.
  • 14-28+ business days for the rest of the world.

International orders may be subject to delays due to COVID-19. Please refer to our COVID-19 page for more information.

Approximate DHL Express shipping times:

  • 1 business day for EU orders.
  • 2-7 business days for orders to the US and Canada.
  • 7-10 business days for the rest of the world.

Are there any customs fees?

International customers are responsible for any customs fees or taxes that may occur. Please contact your local customs office for more information.

Items sent to the EU and US are NOT subject to any extra taxes, fees or charges.


Do you combine shipping?

At the moment, yes. Contact us within two hours with your name and order number if you want them combined.

Keep in mind that this might change in the future and we honor requests for combinations as a gesture of kindness and convenience for our customers. The shipping prices are tiered by weight, and in nine times out of ten, there are NO refunds for combined shipping.

If there are any shipping errors on our end and you end up paying too much, we will refund you any overage.


Help me, my package is stuck!

I’m really sorry to hear that!

The best thing you can do is give them some patience. ’Stuck’ packages doesn’t necessarily mean that they’ve gotten lost, and packages will sometimes sit in one location for weeks before moving again. We don’t have any more information than the tracking number we give you, and your local post office should be able to assist you further.

If you need help filing a claim for a lost package, please contact us.


Custom orders/Wildwood Alchemy

Do you do custom orders?

Our Custom Made-To-Order option is titled "Wildwood Alchemy"

We do NOT offer any other kind of custom orders.


Wildwood Alchemy Information

Wildwood alchemy pours are Complete surprise custom toys.

They are made to order and have a lead time of 2-6 weeks.

Your Wildwood Alchemy toy will come with at least two random colors that are completely up to chance. Color placements and pour style will also be completely random.

Please read the Terms of Service and full Rules before placing an order.

If a certain color and aesthetic is important to you, Wildwood Alchemy might not be the option for you. Any requests for specific colors and/or pour styles will be discarded and refunded.

There are no refunds or repours on Wildwood Alchemy Customs if the color and/or style is not what you expected.


Wildwood Alchemy Rules

Read the full Rules here.


Wildwood Alchemy Terms of Service

Read the Terms of Service here.


Misc information

Do you work with reviewers or send out care packages?

No. At the moment, we do not work with reviewers or send out care packages to performers.


Can you tell me how to make silicone toys?

No. I can redirect you to Smooth-On, which is our supplier. They have a Youtube channel with tutorials on moldmaking and casting.

If you are serious about getting started, please use your best judgement and make your own research.


What's a "drop" and a "flop"?

A stock drop, inventory drop, or a 'drop' is when a number of items is added to inventory at the same time. This happens during a pre-determined time announced in advance. 
The site will close for maintenance just before the drop to prepare all the listings and make sure everything will be running smoothly.

If the shop is looking empty, hold on tight and wait for the next drop!

At this point in time, drops do not have a set schedule but almost always occur on Thursdays at 8 pm CET/CEST during daylight savings or 2 pm EST. This is 20:00 in Swedish time :)

To keep up with drops and other news, subscribe to our newsletter, follow us on social media or keep an eye on the site.

A 'flop' is an item that did not come out as intended. They might have small air bubbles, surface marks or divots, texture flaws, several small pigment spots, a heavy lean, or other minor defects. They do not impede use, but in some cases you will need to pay extra attention while cleaning. Flops are discounted appropriately, and are sold as-is.
What counts as a flop is under the sole discretion of us. Small pigment freckles, 
small surface variations, imperfections and slight asymmetry may occur in handmade products and are not seen as flaws.

If we judge that a toy does not represent the high quality we pride ourselves on, such as several large flaws or anything that can pose a health risk, they will not be sold.


I have a cool idea for a toy, will you make it?

No. We have plenty of ideas on our own that we want to make reality and we are not looking to make any sort of custom toy designs or designs on demand.

Additionally, we are currently not looking to buy any designs or hire third party artists.


Can I use your squishies, itty bitties and freebies as toys?

We do not recommend that the squishies, Itty Bitties or freebies are used internally. 


Jewelry FAQ

Material and Allergy information

The necklaces and bracelets are all made from nickel-free sterling silver (AG-925) with three different coatings.

We currently have 18K gold, 24K rose gold and White Rhodium available for our coatings. Which one you choose is up to you, but bear in mind that the bright White Rhodium coating will fade with use and reveal the slightly darker silver color underneath. This is something that happens with all Rhodium-coated jewelry and does not indicate a faulty product.


Jewelry care

Take good care of your new jewelry and store it in the box it came shipped in while not in use.

Do not wear while showering, swimming, working out, or applying lotion or perfume. Make sure to keep away from abrasive or acidic household cleaners. Keep your jewelry clean with a soft polishing cloth, and remove and tarnish or stains with silver polish or dedicated jewelry polish.


Shipping and Tracking information

All jewelry is shipped from our partner in the US or Europe.

Shipment location depends on where the customer is located and under rare circumstances, stock availability. This is to ensure the fastest possible shipping times and avoiding import fees for EU customers.

Allow up to five working days for orders to be fulfilled and shipped out. Shipping times are approximately 3-7 days for US orders and 5-10 days for EU orders. Allow 10-20 days for international orders.

All jewelry comes with a free worldwide shipping option!

You will get a tracking number sent to your email upon ordering. Our name won't appear anywhere, and the sender will appear as "Betula Productions".

All sales are final.

We are not responsible for any eventual customs fees or taxes on your end. Items sent within the EU or to the US are not subject to any extra fees and charges.

Order lost in the mail? Contact us, and we will work something out.


Secret snail?

Secret snail! 🐌