for the help page
Order Related Question
How much does the delivery cost?
Sampson Store which serves different regions implements a "Free shipping over $1" shipping policy. Any purchase of over $1 at Sampson Store will receive basic delivery services, but please note that this basic delivery service may take longer time to arrive / delivery locations are limited / no delivery guarantee is provided.
Of course, we also provide other delivery methods with certain purchase amount, including immediate / next day delivery to designated locations, or pick-up at convenience stores, post offices, or lockers. For details, please refer to the Sales & Refund.
How is the packing of my order?
We will first wrap the product with bubble wrap, then put it into a specially made Corrugated Fiberboard to ensure that the product will not be damaged during shipping. There is no logo or company name on the parcel to ensure the privacy of our customer.
It can also be delivered in gift, paper box or envelopes packaging according to the customers' preference.
For packaging details, please refer to:
*If the product cannot be placed in an envelope, we will switch to Discreet Paper Box packaging.
How long does it take for delivery?
Order cut-off time is 2pm on Monday to Friday and 12noon on Saturday. The average delivery time is 1-3 working days after placing the order. For details, please refer to the Sales & Refund.
What if I could not receive my parcel on time?
There might be a delivery problem if you are unable to receive products on time – for example when the selected locker is full. Please contact our CS staff immediately by phone, email or WhatsApp. We will follow up on your order.
What payment methods can I use in Sampson Store?
We accept different payment methods. For details please refer to the Sales & Refund.
What can I do if I entered a wrong address in the order?
Please contact our CS staff immediately by phone, email or WhatsApp. If the products have not yet been sent, we can help you change the address;
If they have already been sent, we have to wait for the products to be returned to our store, and then you have the following options:
１）Pay the 2nd shipping postage fee and we will send it again.
２）Pick it up at the store.
３）Place another new order and we can send it altogether with your new purchase.
If we fail to contact the customer after receiving the returned products, the order will be cancelled, and we will refund the payment to your payment method after deducting the postage and handling fee HK$ 12 / CNY 12 / EUR 1.5 / USD 1.5.
What should I do if the products I received is different from the one I ordered?
First of all, please accept our sincere apology. Please send the order number and a photo of the products you received to our CS staff by email or WhatsApp. We will compensate the discrepancy within one working day.
Other questions like: Wrong order placement / products defects / product lost / Coins are not added after purchasing. (For members)
Please contact our CS staff by phone, email or WhatsApp immediately if you have questions listed above.
Members & Privacy
Do I need to register as a member to place an order on Sampson Store?
No. You may choose to check out and purchase as a guest. However, we highly recommend you to register as our member for your own benefits of:
- Earning Sampson Coins for each of your purchase. Learn more about Sampson Coins Rebate Scheme.
- Review your purchase records
- Manage your personal information, address book and email
- Enjoy exclusive discounts and sales for members
Is my personal information safe and how will it be used on Sampson Store?
We take the privacy of our customers very seriously, and the personal information collected on the website, such as residential address, email address, and phone number, is only used to process your order.
In order to ensure the smooth progress of the entire charge, order confirmation and delivery process, you must provide the following information: credit card information (which we do not retain / store), delivery address, contact phone number and valid email address (to receive the order confirmation email).
What merchant name will appear on my credit card statement?
I live outside Hong Kong, will you ship to my country?
Yes. Basically, as long as you can successfully pay, and Hong Kong Post's services also include your country, we will ship the products to your address.
So far, our customers have included Hong Kong, Mainland China, Japan, Korea, most Southeast Asian countries, the United States, Canada, Australia, New Zealand, the United Kingdom, Spain and other European countries.
Please note that for customers from Taiwan / Singapore / UK, please order from the local Sampson Store website.
For customers located outside Hong Kong, please first understand the import and export policies of the local customs for purchased products. We will not be held responsible for products confiscated by customs.
Is there any sales tax?
No. Sampson Store operates in Hong Kong and there is no sales tax here. Even if you are in the United States or other places with sales tax, you don’t need to pay sales tax when you shop at the Sampson Store.
However, please note that your country may impose tariffs on the products you order by mail.
I do not live in Hong Kong. How will you declare the products for custom?
We declare the products as "Latex glove".
I do not live in Hong Kong, will there be any custom tax that I have to pay?
It depends on your country. Note that if customs duties or clearance fees are charged, you are responsible for these fees. Also, if the goods do not meet the import regulations or are detained or confiscated by the local customs,
we will not be responsible for the loss of the products and postage. So please check the regulations in your country before placing an order.
FAQs for condoms
What condoms are made of? What are the difference?
Condoms are commonly made of latex and PU (polyurethane).
Latex condoms are traditionally made with rubber with milk added (latex). It is more elastic than PU condoms but thicker in nature. The thickness is more than 0.07mm if no marker is listed and around 0.04mm for the thinnest latex condom in the world.
On the other hand, PU condoms are less flexible but much stronger and much thinner. The thinnest PU condoms in production volume is around 18 microns in thickness yet passes all required safety tests.
Also, latex condoms are commonly associated with an irritating rubber smell and possibility to cause latex allergy. If you want to avoid any of these, try PU condoms.
How to choose the right condom sizes?
Condoms are usually categorized into standard, body-fitting (the industry try not to describe it as ‘small size’) and large size (L). Generally, the width of a standard condom is 52-53mm, body-fitting is 44-49mm, and 56mm for large size.
Use a string to wrap around of the base of your penis to measure the circumference . Divide that number by 2 and then minus that number by 10mm to get the width of your preferred condom.
You can also try to fit on a standard size condom first and see if it feels too tight or too loose.
If it is too tight, you may want to use a large size condom; on the other hand, if you feel it is too loose or feel it might slip off, you may want to use a body-fitting size condom in the next time.
Is a thicker condom safer? Can I flip it over after I have put it on inside-out?
The thickness of condoms does not affect the safety. PU condoms are thinner, but they are much stronger than latex condoms which are thicker.
If you accidentally wear a condom inside out, we suggest you to use a new one, as it might be stained with some sperms which may lead to pregnancy / Sexually Transmitted Disease.
Why does my condom break easily?
It may be because the size does not fit, or it is not lubricated enough. If this happens, you can try to buy a wider condom, or use it with lubricant.
At the same time, we also recommend customers to consult your family doctor for a check up after the condom breaks.
How long is the average storage period for condoms?
Generally, the storage period of condoms is five years (from the completion of productsion). Avoid storing condoms in direct sunlight.
FAQs for other products
How do I choose a suitable lubricant?
Lubricants are mainly categorized as water-based and silicon-based.
Water-based lubricant will be absorbed by the skin and is volatile in air. It is more affordable and easy to clean simply with water.
Silicone-based lubricant will not be absorbed by skin and is not volatile in air, and the lubricating effect is relatively long-lasting, but it must be cleaned with soap. At the same time, we do not recommend the use of silicone-based lubricants on silicone toys, because silicone lubricants may erode the silicone surface of the toys, but it is not absolute. So if you are not sure whether the lubricant is compatible with your toy or not, we suggest you check with the seller first, or do a test at an inconspicuous spot.
What is the use of the hole on the top of TENGA cups? How many times can a reusable cup be used?
The hole on the top of the TENGA products have a vacuum suction function. Press and hold the hole during use to enhance the suction effect. Generally reusable Tenga products can be used for an average of 50 times. Rinse with water and blow dry after each use.
What is the difference between pjur superhero PERFORMANCE spray and pjur superhero DELAY serum? Which one should I choose?
The principle of pjur superhero PERFORMANCE spray is that about 5-15 minutes after spraying on the surface of the penis, the skin will directly absorb and reduce sensitivity. 20ml can be used about 50 times.
The principle of pjur superhero DELAY serum is that it forms a transparent desensitizing film about 15 seconds after being applied on the surface of the penis, and 20ml can be used about 10 times.
You can choose the right products according to your own habits and preferences.
Is there warranty for LELO products?
All LELO products come with a 1-year worldwide manufacturing warranty. To activate your warranty please go to www.lelo.com and register.
How many HIV test kits should I buy?
Due to the empty window period, it is recommended to buy 3 packs.
Any negative result does not guarantee that there is no low concentration of HIV antibody in the blood sample, so it should be reviewed on the 1st, 16th and 90th days after the suspected infection.
Interested in bulk purchase at a discounted price?
Please register through Sampson B2B, our B2B specialist will contact you soon.
Any enquiries about NGO / Student union sponsorship?
Please send your requests by email to our marketing department, email: maketing[at]sampsonstore.com