FAQs
Questions before you order.
Common answers about Ace Nancy: shipping, materials, warranty, and care. Can't find what you need? Email [email protected] — a real person responds within a day.
Shipping & delivery
How discreet is shipping?
Plain corrugated box, no logos, no markings, return address listed as 'ACE Group, LLC.' Even customs labels use 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 typically 5–10 business days with duties paid upfront.
Do you ship internationally?
Canada, the UK, Australia, and the EU. We pay duties in advance so no surprise fees arrive on delivery.
Returns & warranty
What's the return policy?
30 days, full refund, free return shipping. We accept returns even on used products — refunds are unconditional. Returned units are recycled, never resold.
How long is the warranty?
Two years on every device. Covers manufacturing defects, motor failure, battery degradation, and silicone separation. We replace or repair, free of shipping.
What if my device arrives damaged?
Email [email protected] with a photo and order number. We ship a replacement same-day in most cases, with a prepaid label for the original.
Materials & safety
What's it made of?
FDA-registered medical-grade platinum-cured silicone, polycarbonate core, lithium-ion battery. Phthalate-free, BPA-free, latex-free. Full details on each product page.
Is it waterproof?
Yes — IPX7 rated, fully submersible up to 1 meter for 30 minutes. Safe in the shower, bath, or by the pool.
How quiet is the motor?
33–48 dB depending on intensity — quieter than a hushed conversation. Independently verified by an audiology lab.
Using your device
How long does the 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 ritual on the [Care & Cleaning](/care) page.
Can I travel with it?
Yes — TSA-friendly, included silk pouch, travel lock (hold the button for 5 seconds) prevents accidental wake-ups.
Didn't find your answer? Email [email protected] — we add new FAQs weekly based on what customers ask.
Where to start with the hello nancy ace
Start with the hello nancy ace 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 Nancy shop.