Frequently Asked Questions
Here you will find answers to the most common questions about our products, shipping, returns, and more.
If you need further help or have a specific question, feel free to contact our customer support team.
Shipping & Returns
How long does it take to dispatch my order?
In stock: preparation in 24–72 hours. Custom: production in 1–2 weeks.
Transport follows: Spain 2–3 days, Portugal 3–5 days, and elsewhere in Europe depending on the country and carrier. These are estimates.
Is the package discreet?
Yes. All orders are shipped in plain neutral packaging, with no logos or references to the brand or contents.
Can I cancel or modify an order?
We can only modify or cancel an order if it has not yet been dispatched. Contact us as soon as possible so we can help you.
My product arrived broken or with a defect. What do I do?
Email lucifer@climaxlab.store with your order number and a description of the problem. Attach photos of the item if possible.
There is no 48-hour deadline for keeping your rights. For a confirmed manufacturing defect, you can choose between replacement and a full refund; we cover the costs necessary to resolve a defect or an error on our part. See our returns and refunds policy.
Orders
How do I know if my order has been placed correctly?
Once your purchase is complete, you will receive a confirmation email with your order details.
If you do not see it, check your spam or promotions folder.
Can I place a custom order?
Yes! At ClimaxLab we love bringing your ideas to life.
If you have a special design or a fantasy in mind, tell us by email. We can study your proposal and offer you a custom quote.
Where can I track my order?
We will send you an email with a tracking number as soon as your order is dispatched.
From there you can check at any time where your package is.
Products
What are your products made of?
Platinum-cure silicone, poured and finished by hand in our workshop in Spain.
Where can I find care instructions?
Check our use and care guide and the instructions for your model for cleaning and storage.
Are the products suitable for anal use?
It depends on the design. All products specifically designed for anal use have a safety flange to prevent full insertion.
Always check the product description before using it for that purpose.
