Ganova Frequently Asked Questions
These answers summarize common Ganova shopping questions. Product details and destination conditions vary, so the individual product page and the current policies remain the controlling information for an order.
Who can shop at Ganova?
Ganova products are for adults who are at least 18 years old or the legal age of majority in their jurisdiction, whichever is higher. Customers are responsible for confirming that purchase, import and possession are lawful at the destination.
What is the difference between Custom and in-stock?
Custom is the customer-facing label for a made-to-order configuration. US In Stock and EU In Stock identify verified warehouse options when available. Price, stock, customization and delivery estimates may change after a different variation is selected.
Is the packaging discreet?
Ganova uses plain, unbranded outer packaging where operationally available. Carriers, customs authorities or security inspections may still require labels or inspection. Read the Shipping & Delivery Policy for the full conditions.
How long will delivery take?
Delivery depends on the selected availability, destination, production status, carrier service, customs and local conditions. Product-page estimates are guidance rather than a guaranteed arrival date. Confirm unusual destinations before ordering.
How do I track an order?
Use Track Your Order when tracking is available. If the carrier has not yet received the parcel or the tracking information is unclear, contact Ganova with the order number.
Can I cancel, return or exchange an order?
Eligibility depends on order status, product type, customization, hygiene condition and the reported issue. Ganova does not operate a no-questions-asked return policy for intimate-use products. Read the Return & Refund Policy before opening or using an item when there is a problem.
How does the price guarantee work?
Price matching is reviewed case by case and is not automatic. The comparison must cover a genuine and comparable configuration, availability, destination, tax treatment and final payable price. See the Price Guarantee page.
How do I confirm options or part compatibility?
Use the exact brand, model, connector, size and selected variation. Similar-looking parts are not necessarily interchangeable. Contact Ganova before ordering when an option, head, connector, accessory or replacement part is not clearly identified as compatible.
How can I contact Ganova?
Use Contact Us, email sales@ganovadoll.com, or call +1 (323) 522-5391. Include the product URL or order number so the question can be checked accurately.