Frequently asked questions
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General
What will appear on my credit card bill?
On your bank account/credit card statement it will say both Handy and “SweetTech”, which is the company behind the Handy.
Can I cancel my order?
We aim to provide a seamless experience and understand that plans may change. While we’ll make every attempt to cancel your order, we cannot guarantee success due to our warehouse setup. If cancellation fails, you can return unopened items within 14 days. Upon successful cancellation, a refund will be issued to your original payment method, taking 7-10 business days. For assistance, please contact our customer service at [email protected].
Can I return my order?
Yes, we accept returns for unopened packages of The Handy within 14 days of the original purchase date. However, accessories are not returnable due to hygiene or safety reasons. Please ensure the package of The Handy remains unopened and in its original condition. A valid proof of purchase is required, and a Return of Unopened Package Fee of USD 20.00/EUR 20.00 will be applied to all eligible returns. Original shipping costs are non-refundable.
For inquiries, please reach out to [email protected].
Can I buy Handy™ in physical stores?
Yes! in some parts of the world you can. If you are in Norway you can visit a Kondomeriet-store close to you to check out the Handy™. Otherwise, check out the online store Kondomeriet.no
If you are located in EU, Handy™ can be purchased in various stores through the wholesaler Orion.
We are constantly working on getting the Handy™ sold in additional physical stores worldwide.
Can I buy Handy™ from Amazon?
The Handy is available on Amazon US , Amazon Canada, and Amazon Germany.
Does the Handy come with a warranty?
Of course!
The Handy™ is built to last and our test machines in our office/lab has run for over 1500 kilometers / 1000 miles (and still running).
The Handy™ therefore comes with a one (1) year warranty on the motor, gear and electronics. The warranty period starts from the day of purchase and covers defects due to manufacturing errors or faulty parts. The warranty does not cover the sleeve or the TrueGrip band.
Please do not open or tamper with the Handy™ if broken, as the warranty will be waived if tampered with. Contact us as soon as possible if the product is broken and we will sort it out right away.
What will I get when I receive the Handy™ package?
The Handy™ comes with 1 TrueGrip sleeve, 1 TrueGrip band, and a power supply (with a regional socket).
Should I use a lubricant?
We recommend that you use a lubricant and, in particular, only water-based lubricants to minimize wear on the sleeve material.
Is Handy™ truly one size fits all?
The Handy™ was built to fit all proportions. The soft Handy™ sleeve attached to the Handy™ TrueGrip system ensures a comfortable fit. If you want to try different fits, we encourage you to explore our other sleeves in the store.
How can I get a replacement for a defective machine?
Please contact our customer service at [email protected] for further details about replacing defective machines covered under our one-year warranty.
Additional Information:
- The defective machine needs to be returned to us. Once we receive it, we will promptly process the replacement order.
- We offer replacements for defective machines covered by our one-year warranty. Refunds are not provided for defective items; our refund policy applies only to unopened packages.
- To qualify for a replacement, you must provide a valid proof of purchase and a video demonstrating the issue. This policy applies to purchases made within one year from the delivery date and only for machines bought directly from our official website.
- If you purchased the machine from an authorized retailer, please contact them directly for replacement options.
- For customers who purchased The Handy through our official Amazon store:
- If the purchase was made within 30 days of the claim, please contact Amazon directly for assistance.
- If the purchase was made more than 30 days before the claim and the machine is still under a 1-year warranty, a replacement will be offered.
Shipping
What is stated on the shipping label/commercial invoice for Handy and other items in the Handy shop?
The product description on the label is “massager.” Due to customs regulations the product description cannot be changed individually for your order.
For EU and US orders, this does not apply and all orders are shipped without any customs description on the label or invoice.
For all other countries it is stated on either the label, commercial invoice or both depending on your country.
For the UK, due to customs the sales order will be placed on the outside of the package in a transparent envelope and will have a full description of the item (ie. “The Handy – Massager”).
When will I receive a tracking number?
If you haven’t received a tracking number and it’s been 3 working days since your order, send an email to [email protected] and we will look into it for you.
Send us an e-mail to [email protected] if you are concerned about your delivery.
Is shipping included?
We offer free shipping for orders on thehandy.com within the US and the European Union (including Norway). For US clients we offer free shipping for orders over 144 USD; for EU clients for orders from 144 EUR; for UK clients for orders over 168 EUR; for Norway clients for orders over 1500 NOK; for the rest of the world, a shipping fee will be added to your order.
What countries do you deliver to?
We deliver worldwide, except to the countries listed below:
- Argentina
- Bangladesh
- Belarus
- Brazil (for shopping in and delivery to Brazil, use our Brazilian store)
- China
- Egypt
- French Polynesia
- Georgia
- India
- Indonesia
- Kuwait
- Cambodia
- Iran
- Malaysia
- Mexico
- Pakistan
- Russia
- Saudi Arabia
- Thailand
- Turkey
- Ukraine (temporarily)
- United Arab Emirates
- Vietname
What is the estimated delivery time?
This depends on where you are based, however as a general rule the following shipping time applies:
- Regular shipping (7-14 days)
- Express shipping (3-7 days)
Does The Handy™ fit into a PO box?
The Handy™ shipping box is too large to fit within a regular PO box, so an alternative address or pick-up location is advised. However, some carriers offer pick-up and/or other options for larger boxes. Wonder what carrier is being used for your specific country, and if they accept PO box delivery? Please contact us at [email protected].
Please note that PO box addresses don’t work with US express shipping or free shipping. You will need to choose PO box shipping if you wish to use a PO box.
Is VAT included?
Yes, all shipments are DDP (Delivery Duty Paid), which means that VAT is included.
Can I rely on your discretion regarding invoicing, packaging and shipment?
Your Handy™ is packed discreetly and the invoicing and shipping documents simply state “Massager”.
Will I receive a customs clearance fee on top of my payment?
No, you should not be receiving a customs clearance payment. If that happens, contact us at [email protected].
Why is it crucial to provide accurate shipping details, phone number, and email during the order process?
To ensure a smooth and timely delivery of your order, it is essential to provide a correct and valid shipping address, phone number, and email during the checkout process. Failure to do so may result in shipment delays. If we do not receive a response with the required valid information within 2 weeks, we reserve the right to cancel and refund your order. Please double-check and confirm your details to avoid any inconvenience.
My shipment failed to deliver, can you reship it?
While we can reship your purchase in case it is returned to send, please note some important points about these cases:
- Any additional shipping attempts after the package has returned to sender due to failed delivery will incur a re-delivery shipping cost. Original shipping costs are non-refundable.
- If a purchase was eligible to free shipping on their original order, please keep in mind that free shipping offer is a one-time benefit and and you will be required to pay the re-delivery shipping cost.
What happens if my package is returned to the warehouse due to a failed delivery?
If your package is returned to the warehouse due to a failed delivery, any additional shipping attempts (re-delivery) will incur a re-delivery shipping cost. Please note that original shipping costs are non-refundable.
Will I be charged for re-delivery if I initially received free shipping?
Yes, even if you received free shipping on your original order, the free shipping offer was a one-time benefit. You will need to pay the re-delivery shipping cost for any subsequent delivery attempts.
Feel free to contact our customer service team for any additional questions or clarifications!
Connectivity
How do I connect my Handy™ to Wi-Fi?
Can the Handy™ work on open guest networks such as hotels or airports?
No, the Handy cannot connect to managed networks that use a captive portal. In such situations, our suggestion is to connect your Handy™ to a hotspot on your phone or PC.
Do I need an Internet connection to use the Handy™?
No, the Handy™ works in Offline Mode by default. You only need to connect the Handy to the Internet if you want access to connected features likes the remote control or synchronized video.
Do I need a computer to use the Handy™?
You can use the Handy™ in Offline Mode on its own. In Online Mode, any online-connected device with a web browser can interface with the Handy™.
Do I need a specific device to setup Handy™?
You will need to use an Android or Apple device to connect the Handy to your Wi-Fi network.
Is there a Bluetooth connection on the Handy™?
Yes, The Handy™ has a Bluetooth mode that is used for connecting The Handy to your Wi-Fi network.
Can the Handy™ be used for long-distance relationships?
Yes, it can. Handy™ has Wi-Fi and can be remote controlled through the internet! Simply give your connection key to your partner, then they can go to HandyFeeling Remote Control and control your Handy™!
How do I sync Handy™ to video?
Our list of video partners contains all Handy-synchronized content providers.
Can I use any VR headsets?
Yes, all headsets, including phone based headsets will work, but it will not necessarily give you the best experience. If you are looking for the “real deal” then we recommend buying the Oculus Quest 2.
Technical
What should I do when the Handy™ is not working?
We recommend that you use the chatbot in the bottom-right corner of the screen to step through the most common Handy™ issues. You can also contact our support team at [email protected].
Does Handy™ run on batteries?
No. We designed Handy™ with a quiet and powerful brushless motor. Including a battery pack in the housing would both increase weight and ruin the ergonomics. And imagine the disappointment if you run out of power just before…
What is the weight of the Handy™?
The Handy itself weights about 579 grams (1.3 lbs). The ship-ready Handy package that we ship out is about 1.3 kg (2.8 lbs).
What is the stroke length of the Handy™?
Stroke length is up to 11 cm (4.3 inches).
What are the dimensions of the package?
The dimensions for the Handy™ shipping box is 11.4 x 7.8 x 4.3 inches. It weighs about 1.3 kg (2.8 lbs).
What is the Handy™ power supply voltage?
Voltage input for The Handy™ is 100-240V and accept 50Hz and 60Hz.
How long is the power cord?
The cable from the power adapter to Handy™ is 150 cm (59 inches), and from the power adapter to the socket the cable is 99 cm (39 inches), for a total of 249 cm (98 inches) from socket to the machine.
How loud is The Handy™?
Unfortunately, we don’t have decibel measurement at the moment. We can tell you that it is not silent, but makes less noise than our competitors. At lower speeds it is almost silent, but increases in loudness as you increase speed.
You can find a video with some sound to give you an idea of the loudness here.
What is the sleeve made of?
The sleeve is made of soft thermoplastic elastomer (TPE).
How do I clean the sleeve?
You can clean the sleeve simply with water and a bit of soap.
Can the Handy™ be used with other sleeves?
Yes, you can use the Handy with most other sleeves. However, larger and heavier sleeves will strain the Handy’s motor and provide less than an optimal experience.
How can I safely warm up the sleeve?
The TrueGrip sleeve material doesn’t withstand high temperatures and easily melts, so warming up the sleeve is at your own risk.
The best way to warm it up is by putting the sleeve in a bowl of warm water.
Is the Handy™ water resistant / waterproof?
No, the Handy is NOT waterproof. Using Handy in a wet environment is a health hazard and can result in fatal electric shock.
What are the dimensions of the Handy power connector?
The input power jack is 5.5 mm x 2.5 mm.
How do I take the Handy apart?
Opening the Handy will void the warranty. You do so at your own risk.
How to open:
- Remove the bottom rubber cover (the one with text). It’s glued on securely.
- Unscrew the 3 screws that are revealed
- Remove the bottom part
- Slide the slider all the way to the top to remove the top part
How to assemble:
- Set the front and back parts together. Be very careful that no wires are stuck inbetween these parts.
- Put the slider on the lead screw.
- Put on the top part
- Put on the bottom part. Be very careful not to damage the motor wires.
- Screw in all the screws.
- OPTIONAL: Glue the bottom cover back on.
What is the top speed and slowest speed that Handy can stroke?
It can go at 32mm/s to 400mm/s and maintain these speeds consistently. This is possible due to the brushless motor and the algorithms in the firmware.
What is the lifespan of Handy?
Handy is engineered to last! It is made with a sensored brushless DC motor that is not only more powerful, quieter and more energy efficient than standard motors, but also is far superior in durability. Our test machines have run for over 1500 kilometers / 1000 miles (and are still running). We haven’t had a Handy give up on us yet!
Gift Cards
Where can I use the Gift Card?
Gift cards available at thehandy.com can only be used at thehandy.com.
Can I use the Gift Card on items with Discounts/Sale/Coupon Codes?
Is there an expiration date for digital gift cards?
Gift cards expire within 365 days from purchase/sending to recipient. Reach out to our Customer Support team if you have an expired Gift Card.
Are Gift Cards available for clients worldwide?
No. At the moment, the gift cards available at thehandy.com can only be purchased and redeemed by US-based customers. They are only available in USD.
Can I get a custom value on the card?
Are there physical versions of the Gift Card?
Can I purchase multiple Gift Cards at once?
If you want to buy gift cards to multiple recipients, we recommend making different orders.
Will I get an notification when the Card is sent or used?
The recipient will immediately receive the gift card by email. The purchaser won’t receive a confirmation email neither after the purchase nor after the gift card was used.
I don't think the Gift Card was sent/received, what do I do?
Can I send the same card to multiple emails?
You can send a gift card to only one recipient. If you want to buy gift cards to more than one person, you must make separate orders and add one recipient on each of those.
I made a mistake writing the recipient email, can I fix it?
Please reach out to our Customer Support at thehandy.com.
From what email address does the Gift Card come from?
Can I schedule the delivery of the Gift Card for a specific date?
You can’t schedule the delivery of a Gift Card for a specific date. The Gift Card is immediately sent to the recipient once the purchase is made.
The Oh! Vibrator
Is The Oh! Vibrator waterproof?
Yes, but it shouldn’t be submerged as its USB-C port must not be exposed to water.
Can I access Audio Mode outside the app?
Yes, you can access Audio mode via the buttons on the device itself.
Whenever the device is off, you can press and hold the + (Plus) button to start the device in Audio Mode. The LED indicator will then change to a Teal color to signal that it has entered this mode.
Please check out this article for more information on how to use Audio Mode.
Does the Oh! have warranty?
The Oh! vibrator is covered by a ONE (1) YEAR warranty. The warranty period starts from the day of purchase and covers defects due to manufacturing errors or faulty parts. Merchandise may not be returned unless defective. This warranty does NOT cover cosmetic deterioration caused by wear and tear, damages caused by natural disaster, damages by use at the wrong voltage, or any other misuse or neglect not in accordance with this instruction manual. Any attempt to open or take apart this product or its accessories will void the warranty. In the event that this product fails during the warranty period, you must email us at contact@ thehandy.com and provide us with valid proof of the date of original purchase. We will provide you with further details for claiming on your warranty. If you have any inquires on your product warranty and your consumer rights, please email [email protected] with valid proof of the date of original purchase and your country of residence.
What is the size of Oh!'s box?
The current size of Oh!’s packaging is 7.4 x 10.7 x 15 cm (2.9 x 4.2 x 5.9 in)
What is the size and weight of Oh!?
115 x 35 x 35 mm (4.5 x 1.38 x 1.38 in). It weights 0.11kg (0.24 lb).
What should I do when The Oh! is not working?
We recommend that you use the chatbot in the bottom-right corner of the screen and explain your issue. You can also contact our support team at [email protected].
How do I clean The Oh!?
We recommend using a damp towel and wipe the surface of the device, as the Oh! is not recommended for submersion in water.
Can The Oh! and The Handy be used at the same time?
Yes. Thanks to device linking you and your partners will be able to synchronize and control each other’s devices even at a distance.
Here’s a guide on to achieve that.
How long does it take for the battery to charge?
It takes about 1.5h to charge the battery to full.
How long does a fully charged battery lasts?
Usage time at maximum power is 1-2 hours.
What is the minimum requirement for The Oh! to charge via cable?
Any cable that is able to supply 20V 5A.
Is the Cap protecting the Port replaceable?
Yes but currently we don’t have replacements to offer in sales or warranty.
Can I use the Oh! in Audio Mode and listen at the same time?
Yes but this is based on your device and not the Oh!. Make sure your device is able to handle 2 Speakers and output Audio to both.
Can I use another cable to charge my Oh!?
Yes, any USB-C cable should be able to charge the Oh!.