Frequently Asked Questions

All ZEROCHU products are made from medical-grade silicone, ABS plastic, and other body-safe materials. Our silicone is:

• Non-porous and hypoallergenic

• Free from phthalates, BPA, and latex

• Easy to clean and sanitize

• Tested for safety and durability

You can learn more about our material safety standards on our Safety & Trust page.

Most ZEROCHU products are fully waterproof (IPX7 rating or higher), which means they can be submerged in water up to 1 meter for 30 minutes.

This allows for:

• Easy cleaning under running water

• Use in shower or bath

• Safe disinfection with appropriate cleaners

Please check individual product specifications for exact waterproof ratings. Always ensure charging ports are completely dry before charging.

Battery life varies by product, but here are general guidelines:

• 007 Bullet: 0-2 hours of continuous use

• Seven Ge (7Ge): 0-2 hours of continuous use

• Simulation Dildo: 0-2 hours of continuous use

All products come with USB charging cables. Charging times range from 1.5 to 3 hours for a full charge. The device will typically have an indicator light (red while charging, green/blue when fully charged).

For optimal battery health, avoid completely draining the battery and store in a cool, dry place when not in use.

All ZEROCHU products come with a 1-year limited warranty from the date of purchase. The warranty covers:

• Manufacturing defects

• Battery failure under normal use

• Motor malfunction

• Material defects

The warranty does not cover:

• Damage from improper use or cleaning

• Water damage from improper sealing

• Normal wear and tear

• Loss or theft

To make a warranty claim, please contact our support team with your order number and a description of the issue.

We accept the following payment methods:

• Credit/Debit Cards: Visa, MasterCard, American Express, Discover

• Digital Wallets: PayPal, Apple Pay, Google Pay

• Bank Transfers (for wholesale orders only)

All payments are processed through secure, encrypted gateways. We never store your complete payment information on our servers.

For additional payment options or if you're having trouble with payment, please contact our support team.

For your privacy, all charges will appear as "ZC Trading Co." on your credit card or bank statement.

There will be no indication that the purchase is for intimate products. This discreet billing is part of our commitment to your privacy.

If you have specific billing requirements (such as a different company name), please contact us before placing your order, and we'll do our best to accommodate your request.

Once your order ships, you will receive a shipping confirmation email with a tracking number and link.

You can also track your order by:

1. Logging into your account on our website (if you created one)

2. Using the tracking link in your shipping confirmation email

3. Contacting our support team with your order number

Please allow 24-48 hours for tracking information to update after receiving your shipping confirmation.

We process orders quickly to ensure fast delivery, but we can sometimes accommodate changes or cancellations if contacted promptly.

• Cancellations: Possible within 2 hours of placing the order

• Address changes: Possible before the order ships

• Item changes: May require canceling and reordering

To request a change or cancellation, please contact our support team immediately with your order number. Once an order has shipped, we cannot cancel it, but you may be able to return it after delivery (see our return policy).

Shipping times vary by destination:

• United States: 7-14 business days (Standard), 3-7 business days (Expedited)

• Canada & Europe: 10-18 business days (Standard), 5-10 business days (Expedited)

• Australia & New Zealand: 12-20 business days (Standard), 7-12 business days (Expedited)

• Asia: 5-10 business days (Standard), 2-5 business days (Expedited)

All orders are processed within 1-2 business days. You'll receive a shipping confirmation with tracking information once your order is on its way.

Yes, absolutely. All ZEROCHU orders are shipped in plain, unmarked packaging with no indication of the contents. The outer packaging features:

• Plain black or white box with no branding

• Shipping label showing "ZC Trading Co." as the sender

• No reference to adult products, intimacy, or ZEROCHU

• No product images or descriptions on the outside

Your privacy is our priority. The discreet nature of our packaging is part of our commitment to creating a safe, judgment-free experience.

Yes, we ship to most countries worldwide. However, some restrictions may apply based on local regulations.

Regarding customs fees:

• International orders may be subject to import duties, taxes, and customs fees

• These fees are the responsibility of the recipient

• We cannot predict or control these charges as they vary by country

• The value declared on customs forms will reflect the actual product value

For specific country restrictions or to check potential customs fees, please contact us before ordering.

If your package shows as delivered but you haven't received it, please:

1. Check with household members or neighbors

2. Look for delivery attempt notices

3. Contact your local post office or carrier

If the package is confirmed lost or stolen in transit, contact us within 30 days of the estimated delivery date. We'll work with the carrier to locate your package or send a replacement.

For damaged items, please contact us within 7 days of delivery with photos of the damaged product and packaging. We'll arrange for a replacement or refund.

We take your privacy seriously and employ multiple layers of protection:

• SSL Encryption: All data transmitted to/from our website is encrypted

• Secure Payment Processing: We use PCI-compliant payment processors

• Limited Data Retention: We only store necessary information and for limited periods

• No Data Sharing: We never sell or share your personal information with third parties

• Discreet Billing: Charges appear as "ZC Trading Co." on statements

• Anonymous Packaging: No indication of contents on shipping labels

You can read our full Privacy Policy for detailed information.

Our companion app, Zero Tochu, is designed with privacy as a core principle:

• Local Connection: The app connects directly to devices via Bluetooth; no internet connection required for basic operation

• Optional Account: Creating an account is optional for accessing community features

• End-to-End Encryption: All app-to-device communications are encrypted

• No Usage Tracking: We don't track or store details about how you use the products

• Data Deletion: You can request complete data deletion at any time

The app is available at zero-tochu.com.

Proper cleaning is essential for safety and product longevity:

After Each Use:

1. Wash with mild soap and warm water

2. Rinse thoroughly

3. Pat dry with a clean towel

4. Allow to air dry completely before storage

Deep Cleaning (Weekly):

1. Use a dedicated toy cleaner or 10% bleach solution (for silicone products)

2. Soak for 5-10 minutes

3. Rinse thoroughly

4. Dry completely

Important Notes:

• Never boil or microwave products

• Avoid harsh chemicals or abrasives

• Store in a clean, dry place

We want you to be completely satisfied with your purchase. Our return policy is as follows:

Unopened/Unused Products:

• 30-day return window from delivery date

• Full refund (minus shipping costs)

• Product must be in original packaging with all accessories

Defective Products:

• 14-day window to report defects

• Replacement or refund, including return shipping

• Photos of the defect may be required

Hygiene Policy: For safety reasons, we cannot accept returns on opened intimate products unless they are defective.

We offer multiple ways to get support:

• Email: support@zerochu.com (response within 24 hours)

• WhatsApp: +86 189-2345-7277 (response within 2-4 hours during business hours)

• Phone: +86 189-2345-7277 (Mon-Fri, 10am-5pm GMT+8)

• Contact Form: Contact Us page

When contacting support, please include your order number (if applicable) and a detailed description of your question or issue.

Yes, we offer wholesale pricing for:

• Retailers and online stores

• Wellness centers and clinics

• Corporate wellness programs

• Influencers and content creators

Benefits include:

• Volume discounts

• Custom branding options

• Dropshipping services

• Marketing support

To inquire about wholesale opportunities, please email biz@zerochu.com with your business details and we'll send you our wholesale catalog and pricing information.