FAQs
Common questions answered here.
Quick answers to what customers ask most. Still need help? Email [email protected] and a real person will reply, usually within one business day.
Shipping & delivery
How discreet is your shipping?
Plain corrugated box, no logos, no brand markings, return address as 'ACE Group, LLC.' Even the customs label uses the parent company name for privacy.
How fast does it ship?
Standard US shipping is 2–4 business days, free on every order. Expedited (1–2 days) available at checkout. International orders ship in 5–10 business days with duties paid up front.
Do you ship internationally?
Canada, the UK, Australia, and the EU all welcome. We pay duties in advance so no surprise fees show up at your door.
Returns & warranty
What's the return policy?
30 days, full refund, free return shipping. We accept returns on used products — condition doesn't matter. Returned units are recycled, never resold.
How long is the warranty?
Two years on every device. Covers motor failure, battery degradation, manufacturing defects, and silicone separation. We replace or repair with free shipping.
What if it arrives damaged?
Email [email protected] with a photo and your order number. We send a replacement the same day in most cases, with a prepaid label for the original.
Materials & safety
What materials are used?
FDA-registered medical-grade platinum-cured silicone, polycarbonate core, lithium-ion battery. Phthalate-free, BPA-free, latex-free. Full material disclosure on each product page.
Is it waterproof?
Yes — IPX7 rated, fully submersible up to 1 meter for 30 minutes. Safe for showers, baths, and poolside use.
How quiet is the motor?
33–48 dB depending on intensity — quieter than a whispered conversation. Independently verified by an audiology lab.
Using your device
How long does battery last?
Up to 120 minutes per charge, depending on intensity. Charges fully in 90 minutes via the included USB-C magnetic base.
How do I clean it?
30 seconds of warm water, a drop of mild cleanser, pat dry. Full care steps on the [Care & Cleaning](/care) page.
Can I travel with it?
Yes — TSA-friendly, included silk pouch, travel lock (hold button 5 seconds) prevents accidental activation during transit.
Didn't find what you need? Email [email protected] — we add new FAQs weekly based on customer questions.
Where to start with the ace air suction massager
Start with the ace air suction massager everyone means when they say the Ace, or step up to the Smash wand vibrator when you want deep, rumbly power. Both live in the Ace Air Suction shop.