Message us on WhatsApp for the fastest reply — most questions are answered the same day. Email sales@duckduo.com for anything involving an order number, a return or your data. Have your order email and delivery country ready, and tell us what you need in the first message.
Everything about an order at DuckDuo — where it is, when it arrives, how to send it back, and what your bank statement will show — collected in one place. Six short pages answer almost every question we are sent. If yours is not among them, message us and a person will reply, not a template.
Messages go to a person rather than a ticket queue, and most are answered within a few hours on a working day. There is no phone line and no chatbot on this site.
This page gets more visits than any other on the site, but most of those questions are about an order that already exists. If yours is still about what to buy, or about buying for a shop rather than for yourself, these are the routes that actually answer it: the full 90-model catalog with price, weight and IPX rating on every row; the two-minute quiz if you would rather answer questions than read a table; and our personal massager guides for longer explanations of materials, battery life and cleaning. Trade buyers should start with the wholesale terms (MOQ 300 per SKU, samples in 3–5 business days) or the OEM and private label page for own-brand programs. The personal massager FAQ collects the short answers; the compliance page collects the documents.
Three pieces of information turn a vague question into an answered one: the email address you ordered with, the date you ordered, and the country the parcel is going to. With those, we can look up the order before we reply, which means the first message you get back is an answer rather than a request for more detail. Without them we have to ask, and that adds a day to the exchange. If your question is about a device rather than an order, the useful context is different: who it is for, whether either of you has used one before, and whether you need it to be quiet, app-controlled or warming. Those are the three variables that actually change which device we would recommend.
| Channel | Typical reply | Best for |
|---|---|---|
| A few hours on a weekday; often minutes | Order status, tracking, choosing between two devices, anything urgent | |
| Email — sales@duckduo.com | Within one business day | Returns, faulty items, warranty, and requests to delete your data |
| This site | Immediately | Shipping, returns, tracking, customs, privacy and legal questions |
We will not tell you a parcel is on its way when we have not checked. We will not offer a discount to make a complaint go away, because a refund is the honest remedy when something is genuinely wrong. We will not recommend the more expensive device when the cheaper one fits — the quiz returns SlimS at $59 for a first solo purchase, and we defend that answer when people ask whether they should spend more. And we will not claim a medical benefit to close a sale; these are wellness products and the legal disclaimer says so in plain terms. None of that is a promise about other stores. It is the standard we hold ourselves to, and you are welcome to test it.
Some messages are not support tickets. If you want a copy of what we hold about you, want it corrected or deleted, or want to know why a page set a cookie, the help center route works but the faster path is the policy that governs it. What we collect, how long we keep it and who we share it with is set out on the privacy policy; the specific cookies this site sets, and what each one does, are listed on the cookie page. Both pages name a contact address, and a deletion request is actioned rather than filed — we would rather lose the record than keep a promise we cannot evidence.
One exception worth stating: if you are asking as a business rather than as a customer — a reseller account, a wholesale quote, or a question about commissioning a product — the help center is the wrong queue and will slow you down. Commercial enquiries have their own route and their own response times, described on the OEM and private label page and on the wholesale page.
Still stuck
Tell us what you are trying to work out and we will answer it directly. If the answer is that you need nothing from us, we will say that too.
Free worldwide shipping · Plain packaging labeled only “DD Wellness” · Unopened returns within 30 days
WhatsApp. Messages go to a person, not a ticket queue, and most are answered within a few hours on a working day — often in minutes. Email works too, but it is slower, and it is the better channel for anything that needs a written record: a return, a warranty claim, or a request to delete your data.
The email address you ordered with, the date you ordered, and your delivery country. Those three answers let us find the order immediately instead of asking you for them one at a time. If the question is about which device to buy rather than an existing order, tell us who it is for and how it will be used — that is the information that actually changes the recommendation.
WhatsApp messages are typically answered within a few hours on weekdays, and email within one business day. Neither channel has an autoresponder or a chatbot, so if you get a reply, a person wrote it. If a full day has passed with no answer, send the message again — occasionally one does not arrive, and we would rather see a duplicate than leave you waiting.
No. There is no phone line and no live chat widget, because both would need to be staffed around the clock to be honest about, and this is a small team rather than a call center. WhatsApp stands in for both: it is synchronous when we are at the desk, asynchronous when we are not, and it keeps a written record either way.
Tracking is sent on WhatsApp within three business days of your order, so before that window closes there is nothing to chase yet. Once it has passed, message us or email sales@duckduo.com with the email address you ordered with and we will check the carrier record rather than guess at it.
Message us as soon as you can. Orders are processed within three business days, so anything before dispatch can usually be changed — a different model, a different address, or canceled outright. Once a parcel has been handed to the carrier it becomes a returns question instead, and the 30-day unopened window on the returns page applies.
Email sales@duckduo.com within 14 days of delivery with photos. Faulty or damaged items are replaced or refunded in full, including shipping, and because shipping is always free there is no shipping charge to argue about. This is a separate route from the 30-day unopened return: a fault is not a change of mind, and the seal being broken does not affect it.
No. Once the hygiene seal is broken the item cannot be restocked or resold, so opened products are not returnable. That single rule is what keeps every order hygienic and every price free of shipping charges. Unopened items can be returned within 30 days of delivery, and faulty items within 14 days of delivery.
Both. The quiz returns a single recommendation in about 30 seconds with no email asked for, and it is the fastest route if you already know roughly what you want. If your situation does not fit the questions — buying for someone else, or a specific sensitivity you want to work around — message us instead and a person will ask the same three things in plain conversation.
Message us with the model number and your destination market. Certificates, test reports and MSDS sheets are supplied per model, not per company, because a document issued at brand level says nothing about the unit in the carton. The compliance page lists which documents exist and what each one is for; if one does not exist for a model, you will be told so rather than sent a substitute.
Email sales@duckduo.com and ask for deletion. Under GDPR and similar laws you may request access to, correction of, or deletion of your personal data, and we erase it within 30 days where the law requires it. The privacy policy sets out what is collected in the first place — contact details, shipping information, and any message you send us.
Yes, and you do not have to buy anything to ask. A large share of the messages we answer are from people still deciding, including questions we answer by recommending a cheaper model or by saying the product is not the right fit. There is no sales script and no follow-up sequence, so asking a question does not put you on a list.
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