Frequently Asked Questions

Order FAQs

How can I buy directly from CalExotics?

Visit the Find a Store section or any product page to find local or online retailers.

Do you sell replacement parts?

We do not offer replacement parts. All items are covered by a warranty, if your item is defective and under warranty we would be happy to provide a replacement.

We do offer replacement chargers for Jopen items. Email supports@jopen.com with your JOPEN model number which can be found on your product box or our website. (JO-XXXX-XX-X). 

Product Warranty & Registration FAQs

How do I activate my CalExotics / JOPEN product warranty?

Both 90-day and 1-year warranty are activated when you register your CalExotics and/or JOPEN product on My Registered Product page after login to your My Account page. See Warranty and Registration page for more details.

How do I register my product?

Visit the Warranty and Registration page for more details. Please note that you must have an online account and login to your online account to register your product.

What do I do if the product I just bought broke?

We are sorry for the inconvenience. We offer a warranty on all of our items, ranging from 90 days to one year. We would be happy to replace it under warranty and send you a new item. Please register your item and follow the warranty replacement instructions.

What if I do not have my receipt?

We are happy to replace a defective item under warranty; however, we do need some type of proof of purchase. This can be the debit/credit card statement showing the transaction or if paid with cash you can have the store recreate a receipt for you.

What if I received my item as a gift and I don’t have the receipt?

We do understand items are given as gifts; however, we do need some type of proof of purchase. This can be done with the debit/credit card statement the gift giver used showing their transaction or if paid with cash the gift giver can have the store recreate a receipt for them to give to you.

Payment FAQs

What kind of payment methods you accept online?

We accept credit card (Visa, Master Card, American Express, and Discover), US bank debit card, and Paypal for all online orders.

Do you accept offline payment methods for online order?

We accept offline payment methods for online and offline order only if the business account has been approved and setup in advanced.

Shipping FAQs

What kind of packaging does my order come in?

Our products are shipped in non-descript envelopes and boxes with only our address on the mailing label.

Will UPS/FEDEX deliver my order on the weekend?

The UPS/FEDEX Next Day and UPS/FEDEX 2-Day shipping options are for business days only (weekdays). UPS/FEDEX Saturday Delivery may be offered during checkout for specific zip codes. UPS/FEDEX also does not deliver on most holidays.

Do I need to sign for my order?

CalExotics & JOPEN require a signature for all B2B orders that exceed $500.

Can I track my order?

You may track your order via the carrier website. When we ship your order, our system will send you the tracking number via email.

Can I use my own shipping carrier or shipping account?

We accept our resellers to use custom shipping carrier or their own shipping account while placing the orders only if the business account has been approved and setup in advanced.

What if I miss receiving the orders?

Please provide current and accurate shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 20% processing fee and no shipping refund will be issued. If you decide to have the product re-delivered to a different address (US addresses only), an additional shipping/handling fee of $10 will apply for US shipping addresses, on top of the shipping charges by the carrier.

Why can’t I select Priority or Express Mail for shipping?

Priority and Express Mail are provided solely for orders to be delivered to a P.O. Box as a way to give those customers a faster option than standard delivery.

When will my order be shipped?

See the status of your order. Express delivery options such as UPS Next Day Air, UPS 2-Day Air and Priority Mail are shipped on the same day, if your order is received by 2:45 pm ET. Standard delivery orders are shipped within 24 to 48 hours.

Return RAQs

What can I do if I am not satisfied with the item I purchased?

Because of the intimate nature of the items we sell, we are unable to return or exchange products unless defective.

Usage FAQs

What kinds of batteries are best to use in CalExotics/JOPEN products?

We recommend using Duracell or Energizer batteries.

Should I leave batteries in my item when not in use?

We recommend removing the batteries after each use to extend the life of the battery and item.

Can you tell me how to use my item?

Visit the product page to ask a question and to see questions from other users, and to view vidoes on proper handling and troubleshooting. You can also visit the contact us page to send us a message.

Others

Where can I submit product ideas?

CalExotics always welcomes new product ideas. Visit the Contact Us page to send us a message.