Frequently Asked Questions
Last updated: September 18, 2026. Everything you might wonder about shopping with HOTJIJI — answered plainly, with your privacy front of mind. Can't find an answer? Email 2833215394@qq.com.
🔒 The short version: body-safe materials, plain unmarked packaging, a neutral name on the return label, and a discreet charge on your statement. What you order is your business — and we keep it that way. See every detail on our Discreet Packaging page.
Shipping & delivery
How long until my order arrives?
We process orders within 1–2 business days (Monday–Friday); orders placed after 2:00 PM EST, on weekends, or on US holidays start the next business day. After processing, mainland USA delivery takes about 14–21 business days for Standard and 7–10 business days for Express. For Alaska and Hawaii, Standard takes about 10–15 business days and Express about 5–8 business days. Windows are estimates and can shift during carrier peaks.
How much does shipping cost?
For mainland USA (the 48 contiguous states and Washington, D.C.), both Standard and Express are FREE on every order, with no minimum. For Alaska and Hawaii, Standard is $4.99 for orders up to $39 and $2.99 for $39.01–$69, while Express is $6.99 / $3.99 in the same tiers — and both methods become free at $69.01 and up. You'll always see the exact cost at checkout before you pay.
Do you offer free shipping?
Yes. Standard and Express are free on every mainland USA order with no minimum, and both methods are free on Alaska and Hawaii orders of $69.01 or more. Any free-shipping discount applies automatically at checkout.
Where do you ship?
We ship across the United States: the 48 contiguous states, Washington, D.C., Alaska, and Hawaii. At this time we aren't able to ship to US territories (such as Puerto Rico, Guam, or the US Virgin Islands), APO/FPO military addresses, or international destinations — but we're working to reach more of our community.
How do I track my order?
When your order ships, you'll get an email with a tracking number, and you can follow it anytime on our Track Your Order page. It's normal for the first scan to appear 24–48 hours after the shipping email, while the package waits for its first carrier scan.
Can I change my address or cancel after ordering?
If your order hasn't been processed yet, email 2833215394@qq.com as soon as possible and we'll do our best to update or cancel it. Once an order has shipped it can't be changed or intercepted.
What if my package is late, or tracking says "delivered" but I don't have it?
Delivery windows are estimates. If it's marked delivered, first check with neighbors, building management, or your local post office, and allow 2–3 business days for early scans. Still missing after 5 business days? Email us and we'll open a carrier investigation and work toward a resolution. Full steps are in our Shipping Policy.
Discreet packaging & privacy
Is shipping really discreet?
Yes — on every single order, automatically and for free. Your order leaves in a plain brown or white box or padded mailer with no logos, product names, photos, or sensitive wording anywhere on the outside, and a neutral company name on the return label. Walk through every detail on our Discreet Packaging page.
Will the box or shipping label say HOTJIJI, or show what I bought?
No. There's no HOTJIJI branding, product name, image, or category wording on the outside of the parcel, and the return label shows a neutral sender name. The package looks exactly like an ordinary online delivery.
How will the charge appear on my bank or card statement?
Under a discreet, neutral billing descriptor with no mention of HOTJIJI or the products you bought. The exact wording can vary slightly depending on your payment provider.
Will roommates, family, coworkers, or the mail carrier know what's inside?
No. The plain outer packaging, neutral sender name, and discreet billing descriptor mean nobody handling or receiving the package can tell where it came from or what's inside. Signature is only required if you choose that option at checkout.
Do you ever share what I buy?
We never sell your identity or order history, and we never reveal your purchases to your social network. Limited data is shared only with the providers who run checkout, delivery, and tracking, under contracts that protect it. The full details are in our Privacy Policy.
Products & materials
Are your products body-safe?
Yes. HOTJIJI products use premium body-safe materials — non-toxic, phthalate-free, and designed for comfortable, confident intimate use. The specific material, rating, and care notes for each item are listed on its product page.
Who are HOTJIJI products designed for?
HOTJIJI was built by and for women who love women — every product is chosen around the bodies, pleasure, and relationships of women and queer women, in a judgment-free space. That said, our store warmly welcomes everyone 18 or older who shares our values of safety, consent, and respect.
How should I clean and store my product?
Wash before and after every use with warm water and a mild, fragrance-free soap, or a cleaner made for body-safe toys. Dry it fully and store it separately from other toys, away from direct sunlight, following the care card included in your order.
Are your products waterproof?
Many are waterproof or water-resistant, but ratings vary by product — please check the specific product page before using anything in the bath or shower.
What kind of lubricant should I use?
For silicone toys, always choose a water-based lubricant; silicone-based lubes can damage silicone material. When in doubt, the care note on your specific product page has the answer.
Orders, payment & returns
What payment methods do you accept?
Major credit and debit cards, plus the other secure options shown at checkout. Every payment runs through encrypted, PCI-compliant gateways — we never see or store your full card number.
Do I need to be 18 or older to order?
Yes. HOTJIJI is strictly for adults 18+ (or the local age of majority). Placing an order confirms that you meet this requirement.
What is your return policy?
For hygiene, opened or used intimate items — or anything with a broken hygiene seal — are final sale. Unopened, unused items with seals and tags intact may be returned within 7 days of delivery, and anything wrong on our end is always covered. Full details are in our Refund Policy.
What if my order arrives damaged, defective, or wrong?
Email us within 7 days of delivery with your order number and clear photos of the item and its original packaging. We'll resolve it quickly with a replacement, partial refund, or full refund — and the whole process stays discreet.
How long do refunds take?
Once an approved return reaches us and passes inspection, refunds are processed within 3–5 business days back to your original payment method. Your bank or card provider may then take another 5–10 business days to post it.
About HOTJIJI
Who is HOTJIJI?
We're a women-owned intimate wellness brand made for women who love women — body-safe products, honest information, and total discretion, in a community where pleasure is safe, inclusive, and shame-free. You can read more on our Our Story page.
How do I contact a real person?
Email 2833215394@qq.com, or DM us on Instagram @hotji_ji or X @hotjiji_tina. We answer every message ourselves, with warmth and total privacy.
💬 Still have questions? We're real people and happy to help — email 2833215394@qq.com anytime, or browse our Shipping Policy and Discreet Packaging page. Every message is answered with warmth, respect, and total discretion.