ROMP General FAQs

Warranty

  • My product is defective - what do I do?
    Please contact us through our contact form, we will help you with troubleshooting for the item.
  • I have received a defective item/my device has stopped working. How do I claim my warranty?
    If your device is found to be defective within the warranty period, it may be eligible for replacement. For our full warranty terms and conditions, see our Warranty & Returns Policy. ​WOW Tech Europe GmbH (“WOW”) offers a 2-year warranty on all rechargeable and battery-powered items purchased through WOW directly or any Authorized Re-Seller. To return a defective item, please go to our Warranty Page and fill out the online form.
  • Do you offer a repair service?
    We do not offer any kind of repair service due to hygienic standards. In order to serve you better, please let us know which product and what issue you are experiencing. With this information, we will be able to send you the appropriate troubleshooting techniques and, if necessary, our warranty information.
  • I have submitted a warranty/return request. How soon can I expect a response?
    We will get back to you as soon as we have verified all information. This can take about 3 to 5 business days.
  • How long will it take to receive a replacement item?
    After your replacement is approved, your package will be delivered within 5- 15 business days, depending on your location.

Returns & Refunds

  • Can I cancel or change my order?
    Once an order has been placed, you are unable to make any changes or additions to your order.
  • How can I withdraw from my order?
    Refuse delivery or contact us through the contact form and we will provide a free return label. Simply let us know that you wish to withdraw your order and supply your name and order number. Please note that goods may only be returned unused, with the attached hygiene seal undamaged.
  • I don’t like my product. Can I return it?
    We’re sorry to learn you’re not absolutely satisfied with your product. We endeavour to ensure that everything we produce is as pleasurable as it can possibly be, and since all our bodies are different, it can take some time to acclimatise to the unique sensations. Unfortunately, due to the highly intimate nature of our products, we are unable to accept returns once the packaging seal has been broken. We hope you understand that that’s in everybody’s best interest, and our goal is only to keep you, our customers, and our colleagues safe. You can return unopened items (with the hygienic seals intact) free of charge within 30 days of delivery.
  • I bought the product from a different retailer. Can I get a refund from ROMP?
    We can’t grant a refund for products that were not bought directly from us. We suggest you contact the retailer where you bought the item for further support.
  • How do I return products?
    For products bought directly from the ROMP website (romp.toys), please contact us through our contact form. For products bought from Amazon, please contact Amazon directly. For products bought from another retailer (either online or in store), please reach out to them directly.
  • I returned my unopened item. When can I expect my refund?
    Your refund will be processed once the return is received into our warehouse. This may take up to 10 – 15 business days.

Orders & shipments

  • Do you offer discreet shipping?
    Yes, all our packages are shipped discreetly. Items are sent from “WOW Tech Europe GmbH" and are shipped in plain brown boxes.
  • When will I receive my package?
    Online orders are usually shipped within 2 days of receiving the order. Most orders will be delivered within 5 days after shipment; be aware that this can vary depending on region.
  • I have not received my package but the tracking status says delivered?
    If the courier was unable to reach you when trying to deliver your package, they may have delivered it to one of your neighbors, local post office or pick-up point. ​Please look for an “Attempted Delivery” slip or verify the delivery information on your ROMP account or tracking email confirmation you have received for updated information. Please note that we do not have any influence on local delivery protocols. ​If you are still not able to locate your package, please let us know so that we can assist you.

Payment

  • I paid but I didn’t receive a confirmation email
    Due to the nature of our products our emails may land in your spam / junk folder. Please check if you have an email from us in your spam / junk folder, and check that money for the purchase was taken from your account. You can contact us via our contact form.
Still need help or have suggestions, or feedback?