FAQs
Questions answered quickly.
Find answers to the most common questions about The Lem. If you need more help, reach out to [email protected] — a real person responds within a day.
Shipping & delivery
How discreet is shipping?
Plain corrugated box with no logos or brand markings. The return address shows our parent company name only. Total discretion guaranteed.
How fast does it ship?
Standard US shipping is 2–4 business days, free on all orders. Expedited 1–2 day shipping available at checkout. International orders arrive in 5–10 business days with duties prepaid.
Do you ship internationally?
We ship to Canada, the UK, Australia, and the EU. Duties are paid upfront, so no surprise charges at delivery.
Returns & warranty
What's the return policy?
30-day returns with full refund and free return shipping. We accept returns on used items — refunds don't depend on condition. All returned units are recycled responsibly.
How long is the warranty?
Two-year warranty on every device. Covers manufacturing defects, motor failure, battery issues, and silicone separation. Free replacement or repair with prepaid return shipping.
What if my device arrives damaged?
Email [email protected] with a photo and order number. We ship a replacement the same day in most cases and provide a prepaid label for returns.
Materials & safety
What's it made of?
FDA-registered medical-grade platinum-cured silicone, polycarbonate core, and lithium-ion battery. Phthalate-free, BPA-free, and latex-free. Full material details on every product page.
Is it waterproof?
Yes — IPX7 rated and fully submersible up to 1 meter for 30 minutes. Safe for shower, bath, and poolside use.
How quiet is the motor?
33–48 dB depending on intensity — quieter than a soft conversation. Independently tested and verified by an audiology lab.
Using your device
How long does the battery last?
Up to 120 minutes per charge depending on intensity. Full charge takes 90 minutes via the included USB-C magnetic base.
How do I clean it?
Rinse with warm water, add a drop of mild soap, and pat dry. Visit the [Care & Cleaning](/care) page for complete instructions.
Can I travel with it?
Yes — TSA-approved, includes a silk pouch, and has a travel lock. Press the button for 5 seconds to prevent accidental activation in your bag.
Can't find the answer? Email [email protected] — we update our FAQs weekly based on customer feedback.