Questions?
listed below are a few regulary asked questions. if you can not find the asnwer you are looking for here, please reach out to us via our contact us page
Q&A
Is my information private?
Absolutely. Privacy is one of the foundations of Masked. Your personal information, preferences, and order history are handled with strict confidentiality and are never sold to third parties. All orders are shipped in discreet packaging, and billing descriptions are kept private where possible.
What is included in a Masked Box?
Each Masked Box is a thoughtfully curated experience that may include:
• Premium intimacy essentials
• Wellness products
• Educational materials
• Curated add-ons and accessories
• Culture-inspired themes and experiences
Every box is designed to encourage curiosity, connection, and self-discovery in a refined and approachable way.
What makes Masked different?
Masked is more than a box.
We combine:
• Education
• Exploration
• Privacy
• Luxury design
• Global cultural inspiration
Our goal is to create experiences that feel thoughtful, elevated, and deeply personal, not transactional.
How are orders shipped?
All orders are shipped in discreet, unbranded packaging to ensure your privacy.
Tracking information is provided once your order has shipped.
How does the subscription Box work?
Masked is a recurring subscription experience. Depending on the selected plan, you will receive a curated box quarterly or at your chosen delivery frequency.
Your subscription will automatically renew unless canceled before your next billing date.
How do I cancel my subscription?
You may cancel your subscription at any time through your account settings before your next billing cycle. If a renewal has already been processed, the cancellation will apply to the following billing period. Because each box is curated and prepared in advance, orders that have already been processed or shipped may not be eligible for cancellation or refund. For assistance, please contact our support through the Contact Us Page
Can I skip a Box?
We understand that life happens. Eligible members may have the option to skip or pause upcoming shipments through their account portal, subject to subscription terms and cutoff dates.
What are the themed boxes inspired by?
Our partnership with industry professionals help guide our box content. Many of our experiences are inspired by cultures, traditions, curiosities, and perspectives from around the world. Our goal is to encourage thoughtful exploration and introduce new experiences in a respectful, educational, and engaging way.
Why do you ask preference questions?
Your responses help us personalize your experience and curate boxes that better align with your interests and comfort level.
All information is optional and handled with strict confidentiality.
What payment methods do you accept?
We accept most major credit and debit cards, along with additional payment methods available during checkout. All payments are securely processed through trusted third-party providers.
What if my box arrives damaged?
If your order arrives damaged or incomplete, please contact us within 2 days of delivery with photos of the issue so our support team can assist you promptly.
Is there an age requirement?
Yes. You must be at least 18 years old to purchase from or access Masked. By using our website, you are confirming that you meet this requirement.
Still have questions?
We’re here to help. Please contact us through the Contact Us page, and a member of our team will be happy to assist you.