Ordering & Payments

Which payment methods do you accept?

Kaotik Labs accepts a range of secure, convenient payment options, including:

• Major credit and debit cards (Visa, Mastercard, American Express, Discover)
• PayPal
• Google Pay
• Shop Pay

All payments are encrypted and processed securely.

If anything acts up at checkout, our Support Team is happy to help: support@kaotiklabs.com

What currency are prices shown in?

All prices on the Kaotik Labs website are shown in USD by default.

Depending on your location and the payment method you use, your final total may be displayed in your local currency at checkout. This keeps things clear and predictable for customers ordering from anywhere.

Questions about currency or pricing? Our Support Team has you covered: support@kaotiklabs.com

Where can I find coupons or promotional codes?

You can find Kaotik Labs codes and offers in a couple of places:

1. Our newsletter

Subscribe to get exclusive offers, early access to drops, and codes sent straight to your inbox.

2. Our social channels

We post campaign codes and limited-time offers on our official accounts:

• Instagram: @kaotiklabs
• X (Twitter): @Kaotik labs

Following us is the easiest way to catch new launches and sales first.

How do I use a discount code?

Applying a code takes a few seconds at checkout:

1. Add your desired products to your cart and proceed to checkout.

2. Enter your contact and shipping details.

3. Find the Discount Code field on the right side of the page.

4. Enter your code and click Apply, and the updated total appears instantly.

5. Continue to shipping and payment to complete your order.

Please note: codes are not stackable, and only one discount code can be used per order.

If a code won't apply, please reach out: support@kaotiklabs.com

What should I do if my payment fails?

If a payment doesn't go through, don't stress. It usually comes down to a bank security check, a card restriction, or a brief connection hiccup.

A few things to try:

1. Switch payment methods. If your card isn't accepted, use PayPal Express Checkout. You don't need a PayPal account — you can still pay by card in the PayPal pop-up.

2. Double-check your details. Confirm your card number, billing address, and contact info are entered correctly.

3. Try again later, or call your bank. Banks sometimes block a transaction for security reasons, and a quick call usually clears it.

Still stuck? Our Support Team is here: support@kaotiklabs.com

Why was my order flagged as high-risk?

Our security system occasionally flags an order when something about the transaction looks unusual. It's a protective step that keeps your account and payment details safe.

To verify the order and keep it moving, we may ask for clear photos of:

• A valid identification document
• The card used for the purchase (feel free to cover the CVV and any digits you'd rather keep private)

Make sure the images are easy to read, and reply directly to the email we sent so they upload securely. Once verified, we will process your order right away.

Questions? support@kaotiklabs.com

Why haven't I received any confirmation or tracking emails?

You'll get an order confirmation shortly after checkout, plus a tracking number once your parcel leaves our warehouse. If nothing's landed in your inbox, it's usually one of these:

• Your email address was entered incorrectly at checkout.
• Our emails were filtered into your spam, junk, or promotions folder.
• Your email provider is blocking automated messages.

Check those folders and adjust your spam settings if needed. Using your primary email address helps make sure our updates reach you.

If they're still not coming through, we'll help track it down: support@kaotiklabs.com

How and when can I cancel my order?

Whether you can cancel depends on where your order is in the shipping process:

If your order hasn't shipped yet, you can request a cancellation before it leaves our warehouse. Email support@kaotiklabs.com with your order number. Once confirmed, a full refund goes back to your original payment method within 3 business days.

If your order has already shipped, we can't cancel a package that's on its way. After it arrives, reach out and we'll provide the return address. Please note that return shipping is the customer's responsibility.

You'll get a tracking number by email as soon as your order ships, and you can view tracking anytime in your account. Delivery times may vary around holidays or due to weather and customs delays.

For anything else, our Support Team is here to help: support@kaotiklabs.com

Shipping & Delivery

Where do you ship from?

To keep delivery fast, Kaotik Labs ships from several regional warehouses. Depending on your location, your order may be fulfilled from the United States, Europe, or China — which lets us ship domestically in many regions and get your order to you sooner.

Delivery may take longer for remote areas or certain countries where transit times vary with local postal conditions. Due to local regulations, we're currently unable to ship to some regions. If you're unsure whether we can reach your location, message us before ordering: support@kaotiklabs.com

What are your shipping costs?

Kaotik Labs offers free standard shipping on all orders, and you'll get a tracking number as soon as your parcel ships.

For international orders, customs duties or import taxes may apply depending on your country's rules. Any such charges are the recipient's responsibility, and we're unable to predict them before delivery.

Why can't I use a PO Box as my shipping address?

We recommend a residential address for the smoothest delivery. We recommend using a residential or business address whenever possible to avoid delivery issues. Store locations and pickup points carry a higher risk of loss or theft, and orders sent there are the customer's responsibility. Please double-check your postal code and house number before ordering.

Which carrier delivers my order?

We offer door-to-door delivery, and the carrier depends on your destination.

• United States: primarily UPS; USPS for accessories
• Canada: mainly FedEx, 4PX, and Canada Post
• Europe & Korea: 4PX and local delivery partners
• United Kingdom: Royal Mail
• Thailand: Flash Express
• Other countries: major carriers that vary by region

Deliveries to remote areas are usually handled by postal services, which are slower and can take up to a month. Prefer something faster? Contact us to arrange express shipping (DHL, FedEx, or UPS) — note that with express, you're responsible for customs clearance and any duties or taxes. Customs requirements vary by country. And don't worry about discretion. Nothing on the outer box reveals what's inside.

How long will my order take to arrive?

Delivery times depend on your location and the method chosen at checkout. As a general guide:

• United States: Approximately 1 week
• Europe & East Asia: Approximately 2 weeks
• South America: Up to 1 month due to customs processing
• Remote Regions: Delivery may take around 1 month

These are estimates, actual delivery varies with local carriers, customs, and seasonal demand. For the most accurate information, see our Shipping Policy page.

When will I receive my tracking information?

You'll get a tracking number by email as soon as your parcel ships. You can also view tracking anytime by logging into your Kaotik Labs account.

Do you offer discreet shipping and billing?

Yes. Every Kaotik Labs order ships in plain, unmarked packaging.

For billing, your statement shows a discreet descriptor rather than the product, so nothing on your bank record gives the game away. We spell this out because it's one of the most common questions we get, and we want you to order with total peace of mind.

Can I track my order?

Yes. All Kaotik Labs orders include standard tracking. You'll receive a tracking number by email when your parcel ships, and can view details anytime in your account.

How can I update my shipping address after checkout?

If your order hasn't shipped yet, we can update it before your parcel leaves the warehouse. Send our Support Team your order number, receiver name, full address (street, city, state/province, ZIP/postal code, country), and phone number.

If your order has already shipped, we can't change the address once it's moving. You can either contact the courier directly with your tracking number to request a delivery change, or wait for it to arrive and arrange a return.

To avoid delays, please double-check your details before ordering. Questions? support@kaotiklabs.com

Order Changes

How can I change my product selection?

If your order hasn't shipped yet, we can adjust it before your parcel leaves the warehouse. Send Support your order number, plus the original and updated products (quantities or sleeve sizes).

If your order has already shipped, we can't change the selection. After it arrives, contact Support for the return address; once we receive the returned item, we'll arrange your replacement order. Since this isn't an issue on our side, return shipping isn't covered. Thanks for understanding.

For faster help, email support@kaotiklabs.com.

Returns & Exchanges

Can I return or exchange a product after it's been opened?

For hygiene and safety reasons, Kaotik Labs products can't be returned or exchanged once opened. This guarantees that every customer receives a brand-new, unused product.

If your item is still unopened and in its original packaging, we may be able to help with an exchange. Please reach out and we'll walk you through the steps. And if you believe your product is defective, our Support Team is here to make it right: support@kaotiklabs.com

Product Information & Usage

How can I confirm my product is authentic?

Products purchased directly from the official Kaotik Labs website are guaranteed authentic.

How do I use my Kaotik Labs device?

Every model comes with a guided setup. For full instructions, visit the product page for your device, where you'll find an easy-to-follow guide for that specific model. Still stuck? support@kaotiklabs.com

How do I charge my device?

All Kaotik Labs devices charge via USB-C. Plug into any standard USB power source and you'll see a charging indicator; the product page for your model lists full charge time and battery life. For step-by-step help, see your device's product page.

How do I connect to the KooSync App?

The KooSync App is free to download. To connect: enable Bluetooth on your phone, open the app, allow permissions, then power on your device — it pairs automatically. From there you can run custom patterns, sync to video, or hand control to a partner.

If it won't connect, make sure the device is charged and nearby, close and reopen the app, or toggle Bluetooth off and on. Note that taking an incoming phone call will disconnect the app. Persistent issues? Email support@kaotiklabs.com.

How many speeds, modes, or intensity levels does my device have?

It varies by model. For example, The Shockwave offers multiple thrusting speeds and intensities, while The Cocoon focuses on throbbing intensities. Your Product Manual lists the exact modes and levels for your device, and the KooSync App unlocks even more custom patterns.

How do I clean my device? Is it waterproof?

In general, the soft sleeves are body-safe TPE and fully washable, while electronic main units should be cleaned as directed in the manual rather than fully submerged. For exact cleaning and waterproof ratings, see the guide for your specific product.

How do I remove or replace the sleeve?

Kaotik Labs sleeves are designed to come out for easy cleaning and replacement, and you can buy fresh sleeves separately when yours wears out. For step-by-step removal and reinstallation, see your relevant product page, which shows the exact method for your model. Need help? support@kaotiklabs.com

Which charging cable do I need?

All current Kaotik Labs devices use a standard USB-C charging cable. If you've misplaced yours or aren't sure which fits an older model, contact Support: support@kaotiklabs.com

Warranty

What does the Kaotik Labs warranty cover?

Kaotik Labs devices purchased from our official store are covered by defects in materials and workmanship. For full details on coverage, eligibility, and how to file a claim, visit our Warranty page. If anything goes wrong, our Support Team will help you through it: support@kaotiklabs.com

Privacy & Data Protection

What information does Kaotik Labs collect?

We collect only the personal information needed to process your orders, meet legal obligations, and provide the services and support you ask for. You may share details such as your name, email, mailing address, and phone number when you register for an account, place an order, subscribe to our newsletter, or join a survey or promotion. You're also welcome to browse anonymously without an account. Questions? support@kaotiklabs.com

How does Kaotik Labs use my information?

We use your information only for the purposes it was collected for, in line with applicable law. That includes processing transactions and delivering orders; personalizing and improving your experience; supporting customer service; running promotions or surveys you opt into; and sending essential emails like order confirmations and updates. With your consent, we may also send occasional news about new products and offers. Questions? support@kaotiklabs.com

What is the legal basis for processing my personal data?

If you're located in the European Economic Area (EEA), Kaotik Labs processes your personal data in line with the General Data Protection Regulation (GDPR). We only ever process your information where we have a valid legal basis to do so. Depending on the situation, that basis will be one of the following:

• Consent. We rely on this when you've given us clear permission to process your data for a specific purpose, such as subscribing to our newsletter or receiving marketing about new products and offers. You can withdraw this consent at any time.
• Performance of a contract. We rely on this when processing is necessary to fulfil an order or provide a service you've requested, such as shipping your purchase, handling payments, or providing customer support.
• Legal obligation. We rely on this when we're required to process your data to comply with the law, for example, to meet tax, accounting, or consumer-protection requirements.
• Legitimate interests. We rely on this when processing is needed to operate, protect, and improve our business and services, provided this doesn't override your rights and freedoms. This includes things like preventing fraud, securing our website, and understanding how customers use our store so we can make it better.

Where we rely on your consent, you can withdraw it at any time by contacting us. Withdrawing consent won't affect the lawfulness of any processing we carried out before you withdrew it, and it won't affect processing based on the other legal grounds above.

If you have any questions about how or why we process your data, our team is happy to explain: support@kaotiklabs.com

What rights do I have over my personal information?

Depending on where you live, data-protection laws such as the General Data Protection Regulation (GDPR) give you a number of rights over the personal information we hold about you. These include:

• The right to access. You can ask us for a copy of the personal data we hold about you, along with information about how and why we use it.
• The right to rectification. If any of your details are inaccurate or incomplete, you can ask us to correct or update them.
• The right to erasure. You can ask us to delete your personal data, and we'll do so unless we're legally required to keep it (for example, for tax or accounting records).
• The right to restrict processing. In certain situations you can ask us to keep your data on file but stop actively using it for a period, for example while we verify that it's accurate or while we review an objection you've raised.
• The right to object. You can object to us processing your data for specific purposes, including direct marketing, and we'll stop where we're not legally required to continue.
• The right to data portability. You can ask to receive your data in a common, machine-readable format, or have it transferred to another provider, where this is technically possible.
• The right to withdraw consent. Where our processing is based on your consent, you can withdraw it at any time without affecting any processing we carried out beforehand.

To exercise any of these rights, just email us and we'll respond within a reasonable timeframe. We may ask you to verify your identity first, which protects your account and makes sure no one else can access your information. You also have the right to lodge a complaint with your local data-protection authority if you have concerns about how we handle your data: support@kaotiklabs.com

How does Kaotik Labs protect my data?

We use industry-standard measures to keep your information safe, and you play a part too: use a strong, unique password for your Kaotik Labs account, avoid reusing logins across sites, and keep your password confidential and updated. Together these keep your account secure. Concerns? support@kaotiklabs.com

Do you use cookies?

Yes. Like most sites, we use cookies for a smoother, more personalized experience. They let us remember your cart, save your preferences, understand how visitors use the site, and improve performance and navigation. You can manage or disable cookies anytime in your browser settings. Questions? support@kaotiklabs.com

Miscellaneous

How can I contact Kaotik Labs Support?

Our team is always here to help. Reach us via support@kaotiklabs.com. We're happy to help with anything about your order, products, or experience.

About Kaotik Labs

To learn more about the brand, what we build, and why, visit our About Us page.

Is Kaotik Labs part of SVAKOM?

Yes. Kaotik Labs is a sub-brand of SVAKOM focused on innovative male pleasure technology.

While Kaotik Labs operates as an independent brand with its own products, website, and customer support channels, it follows the same quality standards, warranty policies, shipping practices, and customer service commitments as SVAKOM.