FAQ
For Safety Instructions and Product Care, please refer to our Safety & Care page
ORDERS & PAYMENT
Q: How do I know which size to order?
A: Our sizes do not correspond to clothing sizes, so be guided by our Size Charts:
For the Gags and For the Belts.
If you have any troubles with that - please contact us at my@moanspeak.com
Q: How long is the production time?
A: Our products are handmade and made to order, so the estimated production time before shipping is approximately 2-4 weeks, depending on the selected items.
Q: Can I cancel my order?
A: You can cancel the order within 48 hours of placing it.
If you wish to do so, contact our Customer support at my@moanspeak.com
Q: Can I modify my order?
A: The customer can modify the order within 48 hours of placing it.
If you wish to do so, contact our Customer support at my@moanspeak.com
Q: How do I apply the coupon code?
A: After you added the products to your cart, proceed to Checkout and paste the code in the Gift card or discount code field. Then, click the Apply button to redeem your discount.
Q: Why my coupon code doesn't work?
A: If your promotion code is not working, please ensure that it has been entered correctly, has not expired, and is applicable to the selected product(s).
If you continue to experience any issues, please contact our team at my@moanspeak.com, and we will be happy to assist you.
Q: Do you offer Gift Cards?
A: We do offer Gift Cards equivalent to any amount between $50 and $5000. Any purchased Gift Card is valid for 1 year. Gift Cards are sent by email and contain instructions to redeem them at checkout. They have no additional processing fees.
Q: What forms of payment do you accept?
A: Payment can be made by Visa, MasterCard, American Express, JCB, Diners Club, Discover, ApplePay and via Paypal. If you require a different payment method, for example direct IBAN transfer, please contact us at my@moanspeak.com
PRODUCT & GUARANTEE
For detailed Safety Instructions and Product Care, please refer to our Safety & Care page
Q: Cleaning & hygiene - what's the minimum safe routine?
A: Clean the silicone part before first use and after each use with warm water and mild soap, then rinse thoroughly and dry completely. You may also use a mild, non-bleach disinfectant solution, following the manufacturer's instructions.
The silicone part is designed to withstand boiling and can be boiled for thorough cleaning. If you boil the silicone part, remove the leather straps first and never boil them.
Be cautious with leather straps: exposure to excessive moisture may cause deterioration. Wipe straps with a slightly damp cloth and dry them thoroughly.
Q: How do I take care of a product?
A: Store the product clean and dry, away from direct sunlight and heat sources.
To maintain the durability of your gags and straps, avoid contact with sharp objects, acids, solvents, or gasoline.
Store away from perfumes, essential oils, medicines, chemicals, and other strongly scented products to prevent odor transfer. If any odor occurs, wash the silicone part with warm water and mild soap, then rinse and dry completely. The silicone part can also be boiled briefly to help reduce odors.
Q: Is your packaging discreet?
A: Yes, your privacy is our priority. We use label/logo free, non-transparent packaging.
Q: What materials are used in your gags, and are they safe for use?
A: We use high-quality platinum-cure silicone supplied by a certified European manufacturer. The silicone is certified for direct contact with human skin and mucous membrane and is safe for use.
Straps are made from full-grain leather with metal hardware (nickel-free option available upon request).
Q: Do you offer custom sizes?
A: Yes, we do. You can message our Customer support team specifying your personal measurements.
Q: Where are the products made?
A: Our products are crafted in Portugal, designed in Ukraine.
Q: Do you offer a product guarantee?
A: All products are covered by a 2-year warranty. Our commitment to exceptional quality and craftsmanship extends beyond production - it includes the care and support you receive after your purchase.
Should you experience any issue, we will be pleased to repair or replace your product as promptly as possible.
Please contact us at my@moanspeak.com, and we will take care of everything.
RETURNS & EXCHANGE
Q: Can I return or exchange a gag?
A: Unfortunately, returns and standard exchanges are not applicable to gags. As these products are considered intimate items, we are unable to accept returns or offer exchanges for hygiene and safety reasons.
However, if the size you received is not the right fit, please contact us. We'll review your case carefully and work toward an appropriate solution.
SHIPPING & DELIVERY
Q: Where do you ship to?
A: We ship everywhere around the world.
Q: How much does shipping cost?
A: Shipping costs are calculated at checkout based on your location.
Q: When will my items be shipped?
A: Production and preparation for shipment takes approximately 2-4 weeks, depending on the selected items.
Q: How long will it take my package to arrive?
A: The estimated delivery time after dispatch ranges from 3 business days up to 2 weeks, depending on the destination and the delivery service.
Q: Can I ship my order to a P.O. Box?
A: We work with courier services that typically require a physical delivery address. If you only have a P.O. Box, please note that the carrier may request an alternative physical address when arranging delivery.
However, we do deliver to UPS Access Points worldwide and to DHL Packstations in Germany.
Q: Will I be charged custom duties and taxes?
A: Yes. The customer is responsible for any applicable customs duties, import taxes, or related fees. Please note that these charges are determined by your local authorities, and we have no control over them nor can we predict their amount. We recommend contacting your local customs office or tax authority for further information before placing your order.
If customs charges are refused and the parcel is returned to us, the order will be cancelled and will not be eligible for a refund.
Q: How will I know if I need to pay import duties or taxes?
A: You will see a relevant notice in the shopping cart before completing your purchase.
If import charges apply, the carrier will contact you after customs processing and provide instructions for completing the payment prior to delivery.
Q: How can I track my order?
A: You will receive an automated email with tracking details shortly before your order has been dispatched. Please note that it may take up to 48 hours for the first tracking update to appear. During this time, the parcel may not yet show as "in transit."
Q: What happens if I didn't pick up a parcel in time?
A: If a parcel is not collected in time and is returned to us, the customer will be responsible for the re-shipping fee. Once this fee is settled, we will promptly dispatch the order again.
If a returned parcel is not re-arranged for shipment within 14 days of its arrival back to us, the order will be cancelled and will not be eligible for a refund.