Contact Us

If you have any questions about our products or anything on our site, please contact us by email or WhatsApp.

Email: 8njasper9@playhad.xyz
WhatsApp: +1 347 860 8734

We aim to respond to all messages within 24 hours, although we often reply much sooner.

Before contacting us, we kindly ask that you read our FAQs, as they may already answer your question. We also ask that all customers remain polite and respectful when getting in touch.

Questions About Existing Orders

My tracking status says “Sender Preparing Item”

There may be a long gap between this status and the next tracking update. This does not mean we have not shipped your order. It usually means the parcel is awaiting its import scan in the US.

For international orders, the tracking may move directly from “Sender Preparing Item” to “Item Received.”

Your order is shipped on the same day you receive your tracking number, Monday to Friday. During exceptionally busy periods, we may work over the weekend, but courier collection will usually take place on Monday.

What does my tracking status mean?

Your order will go through several tracking stages before it reaches you:

Sender notified of despatch
Item received
For international orders, this stage usually takes the longest.
Item arrived at sorting facility
Item ready for delivery
Delivered

My order is marked as delivered, but I don’t have it

If you believe your order has been misdelivered, please first check your order confirmation email to make sure your address was entered correctly at checkout.

The tracking page may show GPS coordinates on a map indicating where the parcel was delivered. If this appears to be your building, the parcel may be in a communal area or with a neighbour. We recommend checking these places first, as this is often the quickest way to resolve the issue.

Please note that the Shop App may sometimes display incorrect tracking data. For the most accurate tracking information, use the tracking link sent to you by email or shown on your order confirmation page.

My order hasn’t arrived. Where is it?

Before contacting us about an existing order, please double-check your order confirmation to make sure your shipping address was entered correctly. Many delayed orders are caused by address input errors at checkout.

If your address is correct and you are still concerned about a delayed order, please email us or message us on WhatsApp with your order number, and we will investigate it for you.

Please remember that delivery delays are often caused by the courier and are not always within our control. We understand that delays can be frustrating, but we kindly ask that you remain respectful when contacting us.

My order hasn’t arrived. I want a refund.

If your order is confirmed as lost, we will offer either a refund or a reshipment.

Each courier has its own claim period, and an order is not considered lost until that period has passed.

We cannot refund orders that are still in transit and have not yet been classified as lost. Once an order is in transit, it cannot be recalled, so we must wait until we are certain it will not arrive.

My order arrived late. Can I get a refund on shipping?

Unfortunately, we cannot refund shipping costs due to courier delays unless the delay was caused by us.

Shipping fees are paid directly to the courier. If you believe the courier did not meet its service guarantee, please contact us and we can raise the issue with them on your behalf.

My order arrived, but it was incorrect or damaged

We are sorry to hear that.

If you received damaged or incorrect items, the quickest way to resolve the issue is to contact us with your order number and clear photos of the item and packaging.

Once we receive your request, we will review it and arrange either a refund or reshipment where appropriate.

Questions Before You Order

What is the strongest bottle?

We provide a strength guide on our product pages, collection pages, and homepage.

Our strength ratings range from Strong to Infernal. Please refer to this guide, as it answers most questions about product strength.

Is your packaging discreet?

Yes. We ship discreetly in plain brown packaging, with no mention of the contents on the outside of the box.

Refunds and Reshipping

If you have received damaged or incorrect items, please contact us as soon as possible with your order number and supporting photos.

We will review your request and, where appropriate, arrange a refund or reshipment.