Frequently Asked Questions
Shipping, Pickup & Local Delivery
Where do you ship from?
We are a Canadian shop with inventory in British Columbia and in Toronto. Different products ship from different places. Every product page shows where that item ships from. We ship within Canada and to the United States.
How much is shipping?
Your combined order total determines one standard shipping fee, even when items arrive separately from both hubs.
Canada: $20 under $100 · $10 from $100–$150 · free over $150.
U.S.: $35 under $200 · $25 over $200. Canadian free shipping does not apply.
Do you offer same-day delivery in Toronto?
Trexity delivery is offered for Toronto stock in eligible local areas when available. Available options and charges appear at checkout.
Can I pick up my order in person?
Yes. Toronto pickup is available for products held locally. We email instructions and confirm when your order is ready. B.C. products ship directly to your delivery address.
How will my package look?
Plain packaging. No PlayWell Gear logos or product names on the outside. Your card statement shows JFP sales.
Returns & Warranty
What is your return policy?
Opened intimate items are final sale for hygiene reasons. We do not accept returns because someone changed their mind or opened the pack.
If something arrives damaged, defective, or wrong, email us within 7 days of delivery at helpdesk@playwellgear.com with your order number and photos. Full detail is on the returns page.
What if my item arrives broken or defective?
Contact us within 7 days of delivery at helpdesk@playwellgear.com. Include the order number and clear photos or video of the issue. We will help with a replacement or a manufacturer warranty when that applies.
Product Guidance & Education
What is the difference between water-based and silicone lubricant?
Water-based: Works with condoms and with silicone toys. Washes off with water. You may need to reapply.
Silicone: Lasts longer and feels silkier. Good for water play. Do not use silicone lube on silicone toys — it can damage them. Fine for skin-to-skin and for glass or metal toys.
How do I clean my toys?
For most silicone, glass, or steel toys, wash with warm water and a toy cleaner or mild unscented soap before and after use. Check the care notes on the product for electronics and waterproof ratings.
I’m new. Where should I start?
Start with body-safe materials and simple controls. Browse Toys & Vibes or Lubes & Lotions, and email helpdesk@playwellgear.com if you want a calm recommendation.
About PlayWell Gear
Is PlayWell Gear LGBTQ+ friendly?
Yes. We welcome people of every sexuality and gender. The shop is curated for different bodies and needs.
Do you sell clothing?
Yes — curated apparel under For Him (jocks & wear) and Furniture & Home (lingerie & wear), plus harnesses and related gear in Kink.
Who runs this shop?
PlayWell Gear is operated by JF Peterteb inc in Toronto. Your card statement shows JFP sales. Questions: helpdesk@playwellgear.com.