Welcome to our FAQ PAGE! Most of your questions can be answered here, but if you have more questions we will be happy to answer your questions at
freetomcustomerservice@gmail.com
All Ready To Ship items leave the shop within 1-5 business days. This allows us to double check orders, update our inventory, package and ship your order properly. :) We only ship on business days in the evenings. During the holiday season, all Ready To Ship items will ship within 3-15 business days.
Our hours of operation are:
Tuesday-Thursday 10am-3pm
1) Why is my order late and what do I do?
We are a small business and are a team of 3 creative people. All orders will be shipped out ON TIME unless in the case of the following reasons:
-
Natural disasters or Inclement weather
-
Unexpected damage to our shop or supplies
-
Unexpected shift in staff such as: changing staff, staff getting sick or training staff about new products in the shop
-
Late shipments from OUR suppliers such as: Boxes, Bags, Rods ect
-
Unforeseen events that could hold up production
-
Theft or vandalism of inventory or supplies
-
During special holidays or past Business Hours
If your order is late for any of these reasons there is nothing we can do to speed up the process of your order. We do not do refunds if your order is late for any of the previous reasons. We can assure you that we WANT to send out packages as fast as we can and will have it sent out ASAP. If your order is late, it will be shipped out no later than 90 business days after your order. All those who's orders are passed the 90 business day mark WILL BE ELIGIBLE for a FULL REFUND.
For the status of your order please contact us at freetomcustomerservice@gmail.com and we will respond within 2-5 business days during business hours.
2) Can I change/cancel my order?
Our FreeToM Ordering Policy states: "All sales are final at moment of purchase, and cannot be returned or exchanged for sanitation reasons. If you choose to exchange your order BEFORE it ships, you qualify for IN STORE CREDIT only. If you decide to exchange for an item of lesser value, you will be issued a gift card code for the difference."
What color do I choose?
We recommend choosing a shade or two darker than your overall skin tone, as cis male genitalia is typically darker than overall skin tone. We recommend purchasing our Silicone Sample Color Pack or using this color wheel for help determining your tone. If you're still having trouble, please email us a photo of the inside of your wrist or thigh and we can help you color match!
Please note: The name of the color does not mean it will be the best match for you based on the name (for example, Caucasian or Dark Brown).
*Colors may vary slightly from wheel, as all prosthetics are hand-made*
-
What's the status of my order
The statuses are: Molding, Demolding, Cutting, Paint Plus Upgrade (optional), Quality Control, Packaging, and Shipping. We do not have a system in place at this time to alert you to which stage your prosthetic is at, but we hope to be able to provide this service in the future. If you choose to create an account with us, you can log in to see whether your order is "unfulfilled" meaning it is still in production, or "fulfilled" meaning it has been shipped.
Where's my tracking number?
Orders take 2-4 business days (EXCLUDING weekends and holidays) to ship, due to needing final quality control and testing before ship out. Also due to the fact that we ship in order of how orders came in!
We will send a shipping confirmation email with a tracking number.
My order should have shipped by now, what's taking so long?
All of our items need 2-4 business days to process and be sanitized before shipping! However they are shipped directly after! Unless it's during the Holidays.
How are your orders shipped? Are they discrete?
Our orders are shipped in plain white boxes with a shipping label that includes our return address listed under "FreeToM Warehouse." Our international orders are shipped with required commercial invoices and packing slips attached to the outside of the box in a plastic sleeve for Customs. These forms, by law, must list the items ordered, and they must reflect the actual value of the items.
Is a signature required upon delivery?
A signature is not required for domestic packages shipped through FedEx. This means that if you are not available when a delivery attempt is made, the package may be left by your door. We are not responsible for packages that are taken as a result of being left in this manner.
What is normal looking for a prosthetic?
Because all of our products are hand-made, they may have minor defects such as: interior patching, skin folds, tiny air bubbles, bumps on the testicles, minor color variation (slightly darker or lighter), and rough cuts. Rough cuts are normal, and occur when the prosthetic comes out of the mold. These minor defects won't affect the function of the prosthetic at all, and are completely normal for hand made products.
Refunds will not be given for prosthetics with these normal features.
What is the Pleasure Slide?
The Pleasure Slide is the textured area on the top inner wall of the prosthetic that is meant to come into contact with the users genitals during play.
-
I've just received my prosthetic, and it's too big/small!
All of our prosthetics are measured accurately, and have their dimensions listed in each product description. If you feel it is too big or small, go ahead and send us an image of your prosthetic next to a measuring tape/ruler and we can determine size. From there, we will take the next corrective course of action. All of our prosthetics are hand-made and may have organic variations in size ranging the prosthetic from 1/2 inch to 3/4 inch.
Will the paint come off of my pre-painted prosthetic?
Paint is meant to be permanent, but we cannot guarantee longevity of the paint on our prosthetic. It may peel or fade with time, due to: rough use, tight clothing, inadequate washing, etc. Customers should take this into consideration before purchasing. We do not recommend using cornstarch to powder the painted prosthetics, as we have seen customers experience early peeling due to cornstarch. We recommend only using talc-free body powders.
Are your prosthetics safe for sex?
For legal purposes we cannot recommend our prosthetics for sex or guarantee their safety, as everyone's body is different and handles sex differently. Our prosthetics are made of 100% Platinum silicone, which is safe for skin contact. Our 4-in-1 prosthetics come with a bendable rod that is used to keep the prosthetic erect.
We are not responsible for the functionality of our prosthetics while being used for sexual intercourse. If you use condoms or lubricant with our prosthetics, please ensure that they are WATER BASED ONLY.
What products should I avoid using with my prosthetic?
We do not recommend using products which contain silicone with your prosthetic, as silicone can damage the prosthetic. Watch out for lubes, soaps, or other products that contain silicone. Take care choosing soaps, as there are a number of silicone ingredients in common products that may have weird or unrecognizable names such as cyclopentasiloxane, cyclohexasiloxane, dimethicone, or trimethicone.
Can your prosthetics be glued on?
They are not meant to be glued on but some people do. We do not sell glue in our store. If you insist on using adhesive with your prosthetic, please make sure that it is 100% medically safe, as the skin on your genitals is often thinner and more sensitive than the rest of your body.
What kind of payments do you accept?
We can only accept payment with debit and credit cards at this time. However if you want to send a money order, please contact us for more information.
Where do you ship and which courier do you use?
We ship internationally and domestic! Domestic and international packages are shipped via USPS. Domestic shipping is $14.99 and International is $37.87 US dollars!
Customers are responsible for understanding any shipping and Customs regulations that they are subject to in their country. FreeToM does not pay Customs fees.
My prosthetic doesn't have the color variation like the picture! Did something go wrong?
Many of our stock photos are of painted prosthetics. This does not mean your prosthetic will come pre-painted! Our prosthetics are made in one flat color (the skin tone that you choose on the product page). If your order does not say "Comes with paint" or "Pre-painted" it will come in a flat color.
Please note: Already Made and Clearance items can not be painted. Please refrain from purchasing a Paint Plus Upgrade with these items.
My package still isn't here! Did it get lost?
Once your package has been taken by USPS, it is the responsibility of the carrier to ensure that it gets to the customer on time and intact. The best thing for our customers to do is to use the tracking number provided in the shipping confirmation email to follow the progress of the package. For international orders, your package may be stopped in Customs and require further payment (duties and taxes) to be delivered to you.
My item says it was delivered?
If your item says it was delivered but you don't have it, please get in contact with USPS as they are the ones who are in charge of getting your order to the correct place. As a company we do not refund or replace lost or stolen items.
Do you offer a warranty for your products?
Different people take different care of their prosthetics. Some treat it like a body part, and wash it every day up to 3x a day. Some individuals use it to urinate, and play, which can damage the prosthetic if the bodily substances are only washed off weekly or only after activity. We cannot accept returns for this reason, as it is considered a health code violation.
We would love to offer a warranty but cannot assume all people will treat their prosthetic with proper care, even if they claim that they do.
How do you measure the length of the prosthetics?
Our prosthetics are measured from the base of the prosthetic to the tip!
