JO H2O Water-Based Personal Lubricant

Shipping Policy

We ship orders via UPS / Fedex / Purolator / Chichat / Canada Post. Orders will be shipped within 1 business day.

United States

• Standard Shipping (1-3 Business Days)
• Express Shipping (1-2 Business Days)

Canada

• Standard Shipping (1-4 Business Days)
• Express Shipping (1-2 Business Days)
• Toronto GTA Area: Same-day or next-business-day delivery

Discreet Shipping & Billing

We value your privacy and ensure that all orders are shipped discreetly. Your items will arrive in plain, unbranded boxes with no logos. The shipping labels will not contain any specific product information. For added discretion, the transaction on your bank or credit card statement will simply appear as "OW XXX".

Alternative Delivery Options

If receiving a package at your home address is inconvenient, we offer secure pickup alternatives:

• United States: You may choose to ship your order to a nearby UPS Access Point.
• Canada: You may choose to ship your order to a Canada Post PO Box.

Please note: If you select one of these alternative pickup locations, the recipient's name on the order must exactly match your valid government-issued ID, which will be required to claim your package.

Shipping to Remote & Sensitive Locations

For orders shipping to remote areas or sensitive addresses (such as military addresses, rural routes, or certain PO Boxes), we utilize specific carriers to ensure your package is delivered reliably:

• Canada: Orders to these locations are generally shipped via Canada Post.
• United States: Orders to these locations are generally shipped via USPS.

Please note: Due to the nature of these locations, our standard and express delivery timeframes may not apply. Please allow for additional transit time when shipping to remote or sensitive addresses.

Import Duties & Taxes

Import duties and taxes for international shipments will be undertaken by onaholeworld, without any additional fees to be paid by the customer upon arrival in the destination country

Refund Policy

All products sold on this website are consumables and intimate personal items. To protect the interests of all customers, we do not accept returns or exchanges for toys and other products unless there is a clear defect. Please read the product descriptions carefully before purchasing. If you have any questions, feel free to contact us. We’re happy to assist. For any concerns regarding product quality or usage, please reach out to our customer service team directly.

What if the item has an obvious defect?

If you discover a clear defect within 7 days of purchase (e.g., visible cracks, non functioning, or failure to vibrate), please promptly send us photos or videos as proof. We will verify the issue with the manufacturer. If confirmed as a defect, we will offer a replacement or refund. To qualify for a return, the item must include all original components, accessories, and packaging. Return shipping costs are the buyer's responsibility.

Note:

• Returns due to buyer-caused damage are not accepted.
• Due to the intimate nature of our products, all returned items will be destroyed and never repackaged or resold.

Return Process:

1. Product defect identified → Contact customer service.
2. Customer provides photo/video evidence.
3. We verify with the manufacturer.
4. Customer service confirms eligibility for return/exchange.
5. Customer returns item (with all original parts and packaging).
6. We inspect the returned product.
7. We issue a replacement, refund, or store credit.

Contact Us:

Customer Service Email: info(@)onaholeworld.com