Support

Frequently Asked Questions

Got questions? We’ve rounded up the most common queries our users ask and provided simple, easy-to-follow answers. Find your answers to questions on shipping, connections or even the technical bits!

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Handy Help Center

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If you haven't found an answer to your question, please contact us at contact@thehandy.com. A member of our friendly team will be with you as soon as possible.

Frequently Asked Questions

General

We are currently accepting credit card payment through Stripe, as well as payment through Paypal.

On your bank account / credit card statement it says both Handy™ and “SweetTech”, which is the company behind the Handy™.

We will attempt to cancel your order if your cancellation request comes early enough in the shipping process. A full refund will be issued in case of successful cancellations.

Unfortunately, we are unable to guarantee a successful cancellation because of our warehouse configuration. In this case, you have the right to return your unopened order.

Please contact our Customer Service Team (returns@thehandy.com) if you wish to cancel/return your order. Please note that during the weekend our Service Team is not available and therefore may not be able to cancel your order.

PLEASE NOTE THAT ONLY UNOPENED OUTER SHIPPING CARTON CAN BE RETURNED. SHIPPING COSTS ARE PAID BY THE CUSTOMER.

Due to the intimate nature of the product, we are unable to accept returns of items you have used but are unsatisfied with. Our staff, due to health and hygiene concerns, will not handle any shipping boxes that appear to have been opened. This means that if you have opened the outer shipping box of your order, we cannot accept the items inside as returns.

You can return your product(s) within 30 days of receiving them if they are inside the sealed shipping box. If you want to return any item, please contact returns@thehandy.com in advance for return instructions, customs information and return address.

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.

The Handy is available on Amazon US.

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.

The Handy™ comes with 1 TrueGrip sleeve, 1 TrueGrip band, and a power supply.

We recommend that you use a lubricant and, in particular, only water-based lubricants to minimize wear on the sleeve material.

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.

Shipping

The product description on the label is “massager.” Due to customs regulations the product description can not 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”).

If you haven't received a tracking number and it's been 3 working days since your order, send an email to contact@thehandy.com and we will look into it for you.

Send us an e-mail to contact@thehandy.com if you are concerned about your delivery.

When buying the Handy™, we offer free shipping within Europe and the US. For the rest of the world, a small additional fee will be added to your order.

We deliver worldwide, except to the countries listed below:

  • Belarus
  • Brazil
  • China
  • Georgia
  • India
  • Indonesia
  • Malaysia
  • Russia
  • Thailand
  • Ukraine (temporarily)
  • Vietnam

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)

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 contact@thehandy.com.

Note, that PO address doesn't work for US express shipping.

Yes, all shipments are DDP (Delivery Duty Paid) which means that VAT is included.

Your Handy™ is packed discretely and the invoicing and shipping documents simply state “Massager”.

No, you should not be receiving a customs clearance payment. If that happens, contact us at contact@thehandy.com.

Connections

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.

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.

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™.

You will need to use an Android or Apple device to configure the Handy with your Wi-Fi.

Yes, the Handy™ has a Bluetooth mode that is used for Internet setup.

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™!

Our list of video partners contains all Handy-synchronized content providers.

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 Oculus Quest 2.

Technical

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 contact@thehandy.com.

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...

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).

Stroke length is up to 11 cm (4.3 inches).

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).

Voltage input for Handy™ is 100-240V and accept 50Hz and 60Hz.

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.

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.

Here is a video with some sound to give you an idea of the loudness: https://youtu.be/g3p_K5u7mwU.

The sleeve is made of soft thermoplastic elastomer (TPE).

You can clean the sleeve simply with water and a bit of soap.

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.

As the TrueGrip sleeve material doesn’t withstand high temperatures and easily melts, warming up the sleeve is at users own risk.

The best way to warm it up is by putting the sleeve in a bowl of warm water.

No, the Handy is NOT waterproof. Using Handy in a wet environment is a health hazard and can result in fatal electric shock.

Around 2.8 pounds / 1.3kg.

5.5mm x 2.5mm

Input: AC 100-240V 50/60Hz 1.2A Output: DC 12V 3A

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.

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.

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!