I ordered this from China (am in Florida) during the Pandemic. I discovered that this greatly affected delivery time, plus there was a mistake in the product delivered. But all was resolved at no cost to me! In fact, they kept with me every step of the way until everything was resolved. I so appreciate their steadfastness in customer service!

The courier got the wrong address and the chat line was brilliant, they sorted it out within 24 hours, well done. The assembly of the machine is really easy, well documented and easy to follow pictures, make sure that you do not get the wires mixed up with the mechanism as they will be eaten, but that is not a problem. Solid parts and great control over the speed and the attachments are too much, fantastic, better than what I had imagined. Thank you for an excellent product and customer service.

The machine I purchased works great! My only problem is that both of the screws to adjust the direction it goes does not work. Other than that the customer service was fine and I appreciate the help given when needed. As well as, the good customer service and providing with equipment whenever there is any issue with my machine. Thanks Edwin!

Customer service was EXCELLENT, I worked with Edwin. The reason this review is not 5 stars has more to do with company policy/ website design than customer service. The machine and working attachments I purchased are working great however I have not had a chance to use them too much yet so I don't know about their longevity. But so far so good! Pros: -I did receive a customer service response EVERY TIME I reached out. It is not 24/7 support but within a few days at most there was always a response. I usually received a response within 24 hours or less (I had a lot of questions). -Customer service was friendly and knowledgeable. All recommendations/advice I received through customer service were correct (I had purchased three adapters with my machine/attachments, two adapters I purchased based on website description that did not work with purchased machine and one adapter purchased based on customer service recommendation that was a correct one). -I did have an issue with my machine that allowed it to function correctly but was an inconvenience, a partial refund was issued. * See edit below * -I did have an issue with two attachments being wrong one sent/not working that were quickly resolved after reaching out to customer service. * See edit below * Cons: -An item I ordered was out of stock so not shipped with original order. I prefer the website to be set up to acknowledge this so that I am aware of this before I receive my shipment. Once I reached out to customer service about the missing item it was back in stock again and they are going to ship the item. -The website descriptions can be misleading and at times wrong... I had purchased adapters for a machine/attachments based on the specifications listed on the website that turned out not to be required. A way to avoid this is to talk with customer service beforehand about everything and not to assume the website specifications are correct. DO NOT PURCHASE IF YOU ARE NOT SURE because even if you have proof that listed website specifications were incorrect it may be difficult or not possible to get a refund. * Edit: If customer service indicated you would be receiving any form of refund be sure to follow up that money was actually refunded. I did not do so until a month or two later and despite having email evidence from customer service that I would receive a partial refund I did not actually receive the refund until after I set up a dispute through Paypal... once Paypal was involved I received the original agreed partial refund promptly. I am still leaving review at 4 stars because I would purchase products again, however especially for first time buyers I would strongly recommend checking every product you decide to purchase through customer service to ensure it is what you want. This may be a lengthy process due to different time zones and turn-around times with communication (as stated earlier support is not 24/7).

I was interested in their products, but somewhat skeptical about purchasing. After ordering and paying for expedited shipping then not receiving the product for 10 days I emailed their customer service department. I received a prompt email in return showing the shipping and tracking information. It had been shipped expedited the day after I had ordered. The hold up was caused by the shipping company, DHL, and Covid 19. My wife and I have been very happy with the product. It is very well constructed and works as advertised. It has added some new fun to a couple married for over 49 years. We would highly recommend Hismith, and their customer service department and their products to anyone interested in their products. H from TN

Jess was fast prompt an excellent address my concerns immediately great customer service

Very easy website to use. Chatted with "Jess" a half dozen times while placing my order(s). She was very helpful and gave quick responses to my detailed questions. Glad I ordered directly here instead of Amazon or eBay...maybe save a few dollars over there, but you get no assistance or customer service with them....and much faster shipping here. Thanks Jess! - Marc, California

No shipment and bad customer service so far. I ordered Hismith's most expensive sex machine three days ago with a few attachments, and paid the extra cash on top of that for expedited shipping. Now, I want to clarify that their expedited shipping specifically said it would arrive between 1-4 days and was guaranteed to ship within 24 hours of placing the order. I have contacted their customer service through every option they have. I spoke to someone on chat, they said to email customer support. I emailed customer support, and they responded that they have arranged shipment and to watch the my account section got any updates. That was day two, so not only did it not ship within their stated window, it hadn't been shipped yet at all. So to review: I contacted chat, they said to email. I emailed customer service, they said to check my account for the tracking number. Day three and there are no updates, shipping numbers, or anything. So I contact chat support again, who then..oh so shockingly.... Said to email customer support... If you are a company with high priced things and a customer spends $500 on an order, the very LEAST any company should do is be able to tell you when that order will ship and when it should reasonably arrive. My next step is to try to call; but considering they say they ship from Canada-and I live in Alaska- but it's really coming from some place in Asia- I'm not expecting anyone to impress me with their people skills and actually follow through with their customers' orders.

I was a little concerned about placing this order for this amount of money without being able to see it or talk to an individual person, but I must say the product came from across the World in less than 2 weeks and is better than expected. Customer service and packaging was superior and the product is smooth and quiet in operation. I recommend this product for anyone who is looking to enlighten their bedroom experience, and for those concerned about dealing with international industry all I can say is good luck finding alternative that can compete with this product. Very satisfied with Hismith premium machine, well worth the money and they are on top of their game with customer service.

Edwin was super helpful with getting my package shipped out quickly!