Skip to main content
FAQ

Frequently Asked Questions about the devices, stores and shipping processes.

Updated over 2 months ago

Purchase FAQ

What will appear on my credit card bill?

On your bank account/credit card statement it will say both Handy and “SweetTech”, which is the company behind the Handy.

Can I cancel my order?

We will attempt to cancel your order, but we are unable to guarantee a successful cancellation because of our warehouse configuration. In this case, you have the right to return your unopened order. A full refund will be issued in case of successful cancellations.

Please contact our Customer Service Team (returns@thehandy.com) and make sure that you provide us with your order number, if you wish to cancel/return your order. Please note that during the weekend our Service Team is not available and therefore may not be able to cancel your order.

PLEASE NOTE THAT ONLY UNOPENED OUTER SHIPPING CARTON CAN BE RETURNED. SHIPPING COSTS ARE PAID BY THE CUSTOMER.

Can I return my order?

Due to the intimate nature of the product, we are unable to accept returns of items you have used but are unsatisfied with. Our staff, due to health and hygiene concerns, will not handle any shipping boxes that appear to have been opened. This means that if you have opened the outer shipping box of your order, we cannot accept the items inside as returns.

We do not accept sleeves for return in any state.

You can return your product(s) within 30 days of receiving them if they are inside the sealed shipping box. If you want to return any item, please contact returns@thehandy.com in advance for return instructions, customs information and return address. Make sure that you provide us with your order number.

A Return of Unopened Package Fee of USD 20.00/EUR 20.00 applies, and original shipping costs are non-refundable.

Can I buy Handy™ and the Oh!™ in physical stores?

In some parts of the world you can buy the Handy. If you are in Norway you can visit a Kondomeriet-store close to you to check out the Handy™. Otherwise, check out the online store Kondomeriet.no

If you are located in EU, the Handy™ can be purchased in various stores through the wholesaler Orion.

If you are located in the US, the Handy™ can be purchased in various stores, both physically and online, such as Adultluxe, DEJA VU LOVE BOUTIQUE, Deluxe Entertainment Services, LD International, Risque Moments and Smitten Premium Adult Boutique

At the moment the Oh! is not available in physical stores.

We are constantly working on getting both devices sold in additional physical stores worldwide.

Can I buy Handy™ and/of the Oh!™ from Amazon?

Yes for the Handy, it is available on Amazon US and Amazon Canada.

No currently for the Oh!

Can I buy the Handy™ and/or the Oh!™ in my country?

The Handy is available worldwide through our store and official partners.

The Oh! is currently only available in the USA, with more countries becoming available with time.

Does the Handy™ and/or the Oh!™ come with a warranty?

Of course!

Both devices are built to last and our test machines in our office/lab has tested both device's durability and life spam.

The Handy™ and the Oh!™ therefore comes with a one (1) year warranty on the motor, gear and electronics. The warranty period starts from the day of purchase and covers defects due to manufacturing errors or faulty parts.

The warranty does not cover accessories such as the sleeve or the TrueGrip band.

Please do not open or tamper with the Handy™ or the Oh!™ if broken, as the warranty will be void if tampered with.

Contact us as soon as possible via the chat box on the bottom right or via the email contact@thehandy.com for assistance with defective devices.

What will I get when I receive the Handy™ package?

The Handy™ comes with 1 TrueGrip sleeve, 1 TrueGrip band, and a power supply (with a regional socket).

For UK Devices: The device ships with an EU (standard) 2-pin power plug

What will I get when I receive the Oh™ package?

The Oh!™ comes with the device, a USB-C to USB-C charging cable and a storage bag for the device.

Can I order replacement parts for the devices?

No, we don't sell replacement parts for any of the devices.

However, if your power adapter or charging cable are defective you can replace them.

Any power adapter that is a standard 12 V/3 A with a 2.5mm plug will suffice for the Handy

Any charging cable that uses USB-C will suffice for the Oh!

How can I get a replacement for a defective device?

Please contact our customer service at contact@thehandy.com for further details about replacing defective devices covered under our one-year warranty.

Additional Information:

  1. The defective machine needs to be returned to us. Once we receive it, we will promptly process the replacement order.

  2. We offer replacements for defective devices covered by our one-year warranty. Refunds are not provided for defective items; our refund policy applies only to unopened packages.

  3. To qualify for a replacement, you must provide a valid proof of purchase and a video demonstrating the issue. This policy applies to purchases made within one year from the delivery date and only for machines bought directly from our official website.

  4. If you purchased the machine from an authorized retailer, please contact them directly for replacement options.

  5. For customers who purchased The Handy through our official Amazon store:

    • If the purchase was made within 30 days of the claim, please contact Amazon directly for assistance.

    • If the purchase was made more than 30 days before the claim and the machine is still under a 1-year warranty, a replacement will be offered.


Shipping FAQ

What is stated on the shipping label/commercial invoice for items in the Handy shop?

The product description on the label is “massager.” Due to customs regulations the product description cannot be changed individually for your order.

For EU and US orders, this does not apply and all orders are shipped without any customs description on the label or invoice.

For all other countries it is stated on either the label, commercial invoice or both depending on your country.

For the UK, due to customs the sales order will be placed on the outside of the package in a transparent envelope and will have a full description of the item (ie. “The Handy – Massager”).

When will I receive a tracking number?

If you haven’t received a tracking number and it’s been 3 working days since your order, send an email to contact@thehandy.com, with your order number and we will look into it for you.

You can also send us an e-mail if you are concerned about your delivery.

Is shipping included?

When buying the Handy™, we offer free shipping within the US and the European Union (including Norway and the UK) for orders over 120 USD/120 Euro. For the rest of the world, a shipping fee will be added to your order.

What countries do you deliver to?

We deliver worldwide, except to the countries listed below:

  • Argentina

  • Bangladesh

  • Belarus

  • Brazil

  • China

  • Egypt

  • French Polynesia

  • Georgia

  • India

  • Indonesia

  • Iran

  • Kazakhstan

  • Malaysia

  • Mexico

  • Pakistan

  • Qatar

  • Russia

  • Saudi Arabia

  • Thailand

  • Turkey

  • Ukraine

  • United Arab Emirates

  • Vietnam

For shopping in and delivery to Brazil, use our Brazilian store.

What is the estimated delivery time?

This depends on where you are based, however as a general rule the following shipping time applies:

  • Regular shipping (7-14 days)

  • Express shipping (3-7 days)

Does The Handy™ fit into a PO box?

The Handy™ shipping box is too large to fit within a regular PO box, so an alternative address or pick-up location is advised. However, some carriers offer pick up and/or other options for larger boxes. Wonder what carrier is being used for your specific country, and if they accept PO box delivery? Please contact us at contact@thehandy.com.

Note that PO addresses don’t work for US express shipping.

Is VAT included?

Yes, all shipments are DDP (Delivery Duty Paid), which means that VAT is included.

Can I rely on your discretion regarding invoicing, packaging and shipment?

Your items are packed discretely and the invoicing and shipping documents simply state “Massager”.

Will I receive a customs clearance fee on top of my payment?

No, you should not be receiving a customs clearance payment. If that happens, contact us at contact@thehandy.com and provide us with your order number.

My shipment failed to deliver, can you reship it?

While we can reship your purchase in case it is returned to send, please note some important points about these cases:

  1. Any additional shipping attempts after the package has returned to sender due to failed delivery will incur a re-delivery shipping cost. Original shipping costs are non-refundable.

  2. If a purchase was eligible to free shipping on their original order, please keep in mind that free shipping offer is a one-time benefit and and you will be required to pay the re-delivery shipping cost.


Connectivity FAQ

How do I connect my devices to Wi-Fi?

There are multiples ways, based on your device.

For the Handy you can use Handyverse App, Handyfeeling.com or the Handy Onboarding App

For the Oh! you need to use the Handy Onboarding App

Can the devices work on open guest networks such as hotels or airports?

No, both the Handy and the Oh! cannot connect to managed networks that use a captive portal. In such situations, our suggestion is to connect your Handy™ to a hotspot on your phone or PC.

Do I need an Internet connection to use my devices?

No, for both devices

The Handy™ works in Offline Mode by default. You only need to connect the Handy to the Internet if you want access to connected features likes the remote control or synchronized video.

The Oh!™ works in Offline mode as well, with controls on the device itself. You only need to connect the Oh! to the internet if you want access to connected features like remote control or synchronized content.

Do I need a computer to use my devices?

You can use both devices in Offline Mode on its own.

In Online Mode, any online-connected device with a web browser can interface with both devices.

Do I need a specific device to setup the Handy or the Oh?

You will need to use an Android or Apple device to connect the Handy to your Wi-Fi network using the Handyverse app or the Handy Onboarding App

You will need to use an Android or Apple device to connect the Oh! to your Wi-Fi network using the Handy Onboarding App

Alternatively, you can use a computer with built in Bluetooth and setup Handy™ through handyfeeling.com/setup and the Oh! via the web version of the Onboarding app.

Is there a Bluetooth connection on the Handy or the Oh?

Yes, both device have a Bluetooth mode that is used for connecting them to your Wi-Fi network.

Once you have connected your device to a Wi-Fi network, you will be using the online mode.

What version of Bluetooth does the Handy and the Oh! support?

Both devices supports Bluetooth version 4.2.

Can the Handy and the Oh! be used for long-distance relationships?

Yes, they can.

Both the Handy and the Oh! have Wi-Fi and can be remote controlled through the internet! Simply give your connection key to your partner, then they can go to HandyFeeling Remote Control and control your device.

How do I sync content to my devices?

For the Handy, please read our guide here.

For the Oh!, please read our guide here.

Can I use any VR headsets?

Yes, all headsets, including phone based headsets will work. The only headsets that are currently unable to used are the PSVR, due to having no support outside of the Sony's ecosystem.


Handy Hardware FAQ

What should I do when the Handy™ is not working?

We recommend that you use the chatbot in the bottom-right corner of the screen and explain your issue. You can also contact our support team at contact@thehandy.com.

Does Handy™ run on batteries?

No, Handy™ is only powered while the cord is connected, so it's not possible to charge Handy™.

We designed Handy™ with a quiet and powerful brushless motor. Including a battery pack in the housing would both increase weight and ruin the ergonomics. And imagine the disappointment if you run out of power just before…

What is the size of the Handy™?

The height of Handy™ is 23 cm (9 inches) and it got a diameter of 7 cm (2.8 inches).

What is the weight of the Handy™?

The Handy itself weights about 579 grams (1.3 lbs). The ship-ready Handy package that we ship out is about 1.3 kg (2.8 lbs).

What is the stroke length of the Handy™?

Stroke length is up to 11 cm (4.3 inches).

What is the top speed and slowest speed that Handy can stroke?

It can go at 32mm/s to 400mm/s and maintain these speeds consistently. This is possible due to the brushless motor and the algorithms in the firmware.

What is the maximum weight the Handy Motor can handle?

The limit of weight is for any sleeve or similar accessory is 500g.
Anything above this limit can and will damper the experience and damage the motor on the long run.

What are the dimensions of the package?

The dimensions for the Handy™ shipping box is 29 x 20 x 11 cm (11.4 x 7.8 x 4.3 inches). It weighs about 1.3 kg (2.8 lbs).

What is the Handy™ power supply voltage?

Voltage input for The Handy™ is 100-240V and accept 50Hz and 60Hz.

How long is the power cord?

The cable from the power adapter to Handy™ is 150 cm (59 inches), and from the power adapter to the socket the cable is 99 cm (39 inches), for a total of 249 cm (98 inches) from socket to the machine.

What are the dimensions of the Handy power connector?

The input power jack is 5.5 mm x 2.5 mm.

How loud is The Handy™?

Unfortunately, we don’t have decibel measurement at the moment. We can tell you that it is not silent, but makes less noise than our competitors. At lower speeds it is almost silent, but increases in loudness as you increase speed.

What is the sleeve made of?

The sleeve is made of soft thermoplastic elastomer (TPE).

How do I clean the sleeve?

You can clean the sleeve simply with water and a bit of soap.

Can the Handy™ be used with other sleeves?

Yes, you can use the Handy with most other sleeves. However, larger and heavier sleeves will strain the Handy’s motor and provide less than an optimal experience.

Can the Handy™ be used with other kind of toys?

Yes, using the band that is designed to hold on to the sleeve, you can attach other toys, such as penetration toys to the Handy™. Making the device usable for both men and women.

However, depending on the weight and size of the toy, it may strain the Handy's motor and provide less than an optimal experience.

Should I use a lubricant?

We recommend that you use a lubricant and, in particular, only water-based lubricants to minimize wear on the sleeve material.

How can I safely warm up the sleeve?

The TrueGrip sleeve material doesn’t withstand high temperatures and easily melts, so warming up the sleeve is at your own risk.

The best way to warm it up is by putting the sleeve in a bowl of warm water.

Is the Handy™ water resistant / waterproof?

No, the Handy is NOT waterproof. Using Handy in the shower, bathtub, pool or other wet environments is a health hazard and can result in fatal electric shock.

Can the Oh! and the Handy be used at the same time?

Yes, thanks to device linking you and your partners will be able to control each other's devices even at a distance.

Here's a guide on to achieve that.

What is the lifespan of Handy?

Handy is engineered to last! It is made with a sensored brushless DC motor that is not only more powerful, quieter and more energy efficient than standard motors, but also is far superior in durability. Our test machines have run for over 1500 kilometers / 1000 miles (and are still running). We haven’t had a Handy give up on us yet!


Oh! Hardware FAQ

Is the Oh! waterproof?

Yes, but we don't encourage submerging the Oh! It can resist water is situations like a shower but submerging can result in shocks and more.

What is the size of the Oh! box?


The current size for the Oh! packaging is 7.4x10.7x15cm (2.9x4.2x5.9 in)

What is the size and weight of the Oh!


The currently is 115x35x35mm (4.5x1.38x1.38in) and weighs: 0.11kg (0.24lb)

What is the minimum requirement for the Oh to charge via cable?


Any cable that is able to supply 20V 5A

Can I access Audio mode outside the app?

Yes, you can access Audio mode via the buttons on the device itself

Whenever the device is off, you can press and hold the + (Plus) button to start the device in Audio Mode. The LED indicator will then change to a Teal color to signal that it has entered this mode.

Please check out this article for more information on how to use Audio Mode.

Does the Oh! have warranty?

This product is covered by a ONE (1) YEAR warranty. The warranty period starts from the day of purchase and covers defects due to manufacturing errors or faulty parts. Merchandise may not be returned unless defective. This warranty does NOT cover cosmetic deterioration caused by wear and tear, damages caused by natural disaster, damages by use at the wrong voltage, or any other misuse or neglect not in accordance with this instruction manual. Any attempt to open or take apart this product or its accessories will void the warranty. In the event that this product fails during the warranty period, you must email us at contact@ thehandy.com and provide us with valid proof of the date of original purchase. We will provide you with further details for claiming on your warranty. If you have any inquires on your product warranty and your consumer rights, please email contact@thehandy.com with valid proof of the date of original purchase and your country of residence.

What should I do when the Oh™ is not working?


We recommend that you use the chatbot in the bottom-right corner of the screen and explain your issue. You can also contact our support team at contact@thehandy.com.

How do I clean the Oh?


We recommend using a damp towel and wipe the surface of the device, as the Oh! is not recommended for submersion in water.

Can the Oh! and the Handy be used at the same time?

Yes, thanks to device linking you and your partners will be able to control each other's devices even at a distance.

Here's a guide on to achieve that.

How long does it take for the battery to charge?

It takes about 1.5h to charge the battery to full

How long does a fully charged battery lasts?

Usage time at maximum power is 1-2 hours.

Is the Cap protecting the Port replaceable?

Yes but currently we don't have replacements to offer in sales or warranty

Can I use the Oh! in Audio Mode and listen at the same time?

Yes but this is based on your device and not the Oh!. Make sure your device is able to handle 2 Speakers and output Audio to both.

Can I use another cable to charge my Oh?

Yes, any USB-C cable should be able to charge the Oh!


Gift Card FAQ

Where can I use the Gift Card?

Gift cards available at thehandy.com can only be used at thehandy.com.

Is there an Expiration Date for Digital Gift Cards?

Gift cards expire within 365 days from purchase/sending to recipient. Reach out to our Customer Support team if you have an expired Gift Card.

Can I use a custom value on my Gift Card?

No, you can’t get a custom value on the gift card. Gift cards amounts are predefined.

Are the Gift Cards available Physically?

There are no physical versions of the Gift Card.

Can I buy multiple Gift Cards at once?

If you want to buy gift cards to multiple recipients, we recommend making different orders.

Will I get a notification when the Gift Card is sent or used?

The recipient will immediately receive the gift card by email. The purchaser won’t receive a confirmation email neither after the purchase nor after the gift card was used.

I'm unsure if my Gift Card was sent or received, what do I do?

Please contact us at contact@thehandy.com.

Can I send a Gift Card to multiple emails?

You can send a gift card to only one recipient. If you want to buy gift cards to more than one person, you must make separate orders and add one recipient on each of those.

From what email address does the Gift Card come from?

The Gift Card is sent from orders@thehandy.com.

Can I schedule the delivery of a Gift Card to a certain date?

You can’t schedule the delivery of a Gift Card for a specific date. The Gift Card is immediately sent to the recipient once the purchase is made.

Are Gift Cards available outside of the US?

Not currently, we plan to expand the availability with time but currently do not have an estimate of when these would be available.

At present moment, the only currency available is USD

What amounts are available for purchase?

Currently the amounts are as follows:

  • 20 USD

  • 50 USD

  • 100 USD

  • 200 USD

  • 300 USD

What do I need to do to purchase one?

  1. Select the amount you wish to gift

  2. Enter the recipient name and address

  3. It's optional but you can also enter the personalized message now

  4. Finish the purchase

Once done, the recipient should receive an email containing the Gift Card.

Can I use Gift Cards with Bundle or Discounted items?

Yes, you can use the Gift Card with any products on our store.

I made a mistake on my Gift Card, what do I do?

We can't promise that we are able to change or update the gift card after purchase, please reach out to contact@thehandy.com for support.

When should I expect the email with the Gift Card?

It can take up to 10 minutes after purchase, but if you don't receive an email please contact support via email on contact@thehandy.com


Firmware FAQ

How can I verify which version of the Firmware my device is using?

You can verify either on the device itself or it's partner app, for a detailed guide on this, please check out this article!

I want to downgrade to Firmware 3, how do I do that?


Please check out a step-by-step guide on this article!

What are the changes in Firmware 4?


You can read a list showcasing changes here.

Can I use the Handyverse app to configure with Firmware 4?


Not by default, as Firmware 4 uses a different Bluetooth connection to achieve the connection. If you want to use Handyverse, you need to use legacy mode.

Here's how you achieve this:

  • Hold Button UP

  • While holding UP, long press the Action button

This should start Legacy Bluetooth.
Lights gets Blue even if your are not connected in this mode.

Otherwise you can use your connection key to connect to Handyverse as normal.

Is Firmware 4 compatible with my apps?

Firmware 4 should be backwards compatible with apps, if they are showing issues when connecting via Bluetooth, please use the Legacy Bluetooth mode to connect.

Here's how you achieve this:

  • Hold Button UP

  • While holding UP, long press the Action button

This should start Legacy Bluetooth.
Lights gets Blue even if your are not connected in this mode.

Did this answer your question?