Contact us + FAQ's

Got questions? Slide into our inbox — we pride ourselves on replying in under 10 minutes (yep, really). 💌

Honestly blown away by the customer service. I had a question about one of the toys and they replied in like… 5 minutes?? Super friendly, super helpful, and zero awkwardness. Love supporting a brand that actually cares.

Shoutout to the Esmerelda team, thank you! I’ve never had such fast and lovely support. I had a last-minute shipping question and they were so kind and quick to help. Made the whole experience feel extra personal.

My partner and I were kinda nervous buying our first toy, but the team made it so easy. We emailed with questions and they got back immediately like, actually under 10 mins. Felt like chatting with a friend who knew their stuff.

❓ Frequently Asked Questions

Still feeling curious? We got you. Here’s what folks are asking before saying yes to pleasure:

💖 Who is Esmerelda?

We’re a woman-owned, proudly Canadian pleasure brand based in Vancouver, BC. Our mission? To make high-quality, inclusive, beginner-friendly toys that feel good, look cute, and actually work. Think of us as your sex-ed BFF — with better vibes. 😉

📦 How does shipping work?

We ship from Vancouver with love via Canada Post or USPS. Shipping is $9.99 flat rate or FREE over $69 (nice). Orders usually arrive within 1–7 business days depending on where you live. You’ll get tracking within 24 hours.

🤫 Will my package be discreet?

Absolutely. Everything comes in plain packaging — no logos, no brand names, no hints about what’s inside. Just pure mystery and pleasure waiting at your door.

🔋 Are the toys rechargeable?

Yes! All our toys are USB rechargeable — no batteries needed. Easy to charge, travel-friendly, and ready when you are.

🛁 Can I use these in the shower?

Most of our toys are water-resistant or showerproof (check the product page for details). They’re perfect for steamy self-care, just don’t take them deep sea diving, k?

🌿 What are the toys made of?

All of our toys are made with premium, body-safe silicone that’s non-porous, hypoallergenic, and phthalate-free so it’s gentle on your most sensitive areas and easy to keep clean.

This high-quality silicone doesn’t absorb bacteria, doesn’t break down over time, and can handle heat and cleaning without losing its integrity. It’s the same grade trusted in industries where safety and cleanliness are top priorities.

We never use mystery materials or harsh chemicals, just smooth, durable, and non-toxic components you can feel good about.

✨ What if it doesn’t work for me?

No stress. You’ve got a 1-Year Pleasure Guarantee. If something’s wrong or not working, we’ll sort you out. Just reach out to our care team — no weird vibes, promise.

🌍 Do you ship outside Canada?

We ship across North America! If you’re outside of Canada and the U.S., email us and we’ll see what magic we can make happen.

📬 Can I talk to a real person?

Always. Our customer care team is here 24/7. Questions, issues, toy tips, break-up advice — we’re just a message away. 💌