Support

A Quick Note from PlayWell

At PlayWell, discretion, inclusion, and safety aren't just guiding principles. They're the foundation of everything we do. We've intentionally created a welcoming space where curiosity is celebrated, comfort comes naturally, and you can explore with confidence, knowing you're in good hands.

Because many of our products are intimate in nature, we cannot accept returns of intimate items once they've been opened, unsealed, or used. It's one of the ways we protect the health, safety, and peace of mind of everyone who shops with us.

So, before breaking that seal, take a moment to make sure everything is just right.

And if something isn't quite right? We're here for that, too. If you've changed your mind or ordered the wrong item, please reach out before opening the packaging. If your order arrives damaged, defective, or incorrect, let us know as soon as possible so we can work together on an appropriate solution. Your rights under applicable consumer protection laws always apply.

Questions, concerns, or just need a little guidance? Email us at Hello@PlayWellStore.com. We're real people, and we're happy to help.

Your comfort matters. Your privacy matters. And your confidence in shopping with us matters.

You are amazing. No notes.

— The PlayWell Team

How Can We Help?

We're here to make your PlayWell experience seamless. Find answers below or reach out directly.

Contact Us | Shipping | Returns | Order Status | FAQ 

Contact Us

We aim to respond within one business day.

Email: Hello@PlayWellStore.com

Shipping

We ship all orders in plain, unbranded packaging — no logos, no product names, nothing that identifies the contents.

  • Free Standard Shipping (2-5 business days) on orders $49.99+
  • Standard Shipping — $7.99 on orders under $49.99
  • Priority Shipping (2–3 business days) (when available)— $14.99
  • Expedited Shipping (1–2 business days) (when available)— $58.99

Some oversized or heavy items may incur additional shipping charges, which will be displayed at checkout. We ship to all U.S. states except Mississippi and Alabama.

Full Shipping Policy →

Returns & Refunds

Unused and unopened items may be returned within 30 days of delivery. Due to hygiene considerations, intimate and personal wellness products are final sale once opened. If you open a toy, underwear, stroker, vibrator, cock ring, or any sexual wellness product, we cannot accept the return. We will always replace a broken or lost product with the identical product. 

We want you to be happy. If you are not happy with your purchase, please contact us and we'll work to find a solution. 

To start a return, email Hello@PlayWellStore.com with your order number.

Full Return Policy →

Order Status

You'll receive a shipping confirmation with tracking info once your order ships. You can also check your order status anytime:

Check Order Status →

Business Verification

PlayWell (DBA) is owned by WELL PLAYED HOLDINGS LLC. 

A registered business in the state of California

Verify with California Secretary of State website

Entity # B20260000143

Verify California Seller's Permit

Taxable Activity: Seller's Permit

Seller's Permit #249007456

Frequently Asked Questions

Is my order packaged discreetly?
Yes. All orders ship in plain, unmarked boxes. Billing descriptors are intentionally neutral.

How long does shipping take?
Standard orders arrive in 2-5 business days. Priority (2–3 days) and Expedited (1–2 days) options are available at checkout.

Can I return an opened product?
No — intimate and personal wellness products are final sale once opened, for hygiene reasons. Unopened items in original packaging may be returned within 30 days.

My order hasn't arrived — what do I do?
Contact us at Hello@PlayWellStore.com with your order number. If your order isn't delivered within 30 days, you're entitled to a full refund.

Do you ship to Canada?
Yes. Free shipping on Canadian orders $49.99+ USD. A flat shipping rate applies to orders under that threshold.

Do you ship to Alabama or Mississippi?
No — we're unable to ship to those states due to local laws.

How discreet is shipping?

All orders ship in plain, unbranded packaging. There are no product names, logos, or identifying details on the outside of the package.

Billing descriptors are neutral and do not reference product categories.
Where do you ship?

We currently ship within the United States. International shipping options may be added in the future.
How long will shipping take?

Orders are typically processed within 1–2 business days. Standard delivery usually arrives within 3–7 business days, depending on location.

Tracking information is provided as soon as your order ships.
Do your products ship from the U.S.?

Yes! To ensure fast and smooth delivery, all our products ship from the United States.

How much does shipping cost?

We try to provide free or very reasonable shipping on all our products. You will always know the shipping price before you purchase.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What is your return policy?

Due to the personal nature of many of our products, OPENED OR USED PRODUCTS CAN NOT BE RETURNED. Read our Note on Returns.

If the item is not working or damaged, we will provide a free exchange of the same item. See Refund policy.
Will anyone know what’s inside the package?

No. Packages are intentionally plain, and shipping labels are neutral. There’s nothing to explain.
Is my information kept private?

Yes. We collect only what’s necessary to process your order and provide support. We do not sell or share customer data.

All transactions are secured using industry-standard encryption.
How will my purchase appear on my bank statement?

Billing descriptors are intentionally neutral and discreet and will be labeled, PLAYWELL or PLAYWELLSTORE. They do not list product details or categories.
What is your return policy?

Unused, unopened items may be returned within the stated return window. Due to hygiene considerations, certain products are final sale once opened.

Return eligibility is always listed on the product page. Questions? Just send us a message at hello@PlayWellStore.com
What if my order arrives damaged or incorrect?

If there’s an issue with your order, contact us and we’ll make it right. Include your order number and a brief description so we can help quickly.Email: hello@PlayWellStore.com
How do I care for my products?

Care instructions are provided on each product page. Most items can be cleaned using warm water and a mild, product-safe cleaner.

Proper care extends product life and ensures safe use.
Are your products body-safe?

We curate products made from body-safe materials whenever possible and prioritize quality construction and clear material information.

If you have questions about a specific item, our support team can help.
What payment methods do you accept?

We accept major credit and debit cards, ShopPay, and other payment options may be available at checkout.
Do I need an account to place an order?

No. You can check out as a guest. Creating an account simply makes it easier to track orders, manage returns, and earn rewards. Or, if easier, you may login with your Shop account.



How can I contact you?

You can reach us through the Contact page, or by emailing: hello@PlayWellStore.com. We aim to respond within one business day.
What if my question isn’t answered here?

If you don’t see what you’re looking for, reach out. We keep support straightforward and human. Hello@PlayWellStore.com
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Why do you call your customers "Family"?

 Because family is the one place where you shouldn't have to "perform" or "explain" yourself to be accepted. We lead with empathy and protection, ensuring your mental well-being is at the center of every decision we make.
What does "Discretion" mean to PlayWell?

Beyond just private billing, discretion is about your right to be unobserved. It’s the freedom to explore your curiosity without the weight of judgment or the need for a public identity.
Why is "Safety" a core value?

We manage the dangers we can control (quality, security, and reliability) so that your mind can be at ease. Physical safety is the baseline; psychological safety—the permission to let your guard down—is our true goal.
 What do you mean by "You are enough"?

We believe the greatest freedom is being able to exist without the burden of constant self-definition. You don't need to be "more" of anything to belong here. You are enough exactly as you are.