Customer Service

Order & Payment Policy

Payment Methods

We accept payments with credit / debit card (Visa, Master, Discover, American Express) and online payment (Paypal). We do not accept cash, check or money order.

Payment is discreet; the company name on the credit card statement will be showing “CEN”

Discreet Billing

We value your privacy and will ensure your purchase is 100% discreet; charges appear as “CEN” on your credit card statement. You may not recognize this name after checkout as it does not match the name of this site, so please make a note of it.

Handling Time

We usually process all orders at 12pm on weekdays, and ship orders at 4:30pm on the same day. Shipping delays may occur around postal holidays.

Safe Technology & Online Shopping Guarantees

CalExotics.com uses secure socket layer (SSL) software, the industry standard and among the best software available today, for secure e-commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the Internet.

In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

Shipping Policy

Discreet Packing

CalExotics is a strong advocate of your personal privacy, and we do whatever it takes to preserve it. We pack your order in nondescript envelopes and boxes, just like your everyday mail or packages. The only identifying marks are your mailing address and our ship from address and “CEN” as the company name. The name “CalExotics” or “JOPEN” does not appear anywhere on the outside of your package. Your purchase will be kept 100% discreet.

US Domestic Shipping Information

In most cases orders are processed to be shipped on the same day if the order is placed before 12:00pm (PT).

Free FedEx SmartPost

  • Coverage to every residential address in the U.S.. We don’t ship to P.O. boxes, APO, FPO and DPO destinations, Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands and all other U.S. territories.
  • Transit times typically 2 to 7 business days within the contiguous U.S., based on the final destination ZIP code.
  • Full FedEx and FEDEX SmartPost (last mile delivery service by USPS) tracking visibility on fedex.com and USPS.com  with estimated delivery date.
  • No residential or Saturday delivery surcharges.

International Shipping Information

Shipping is available within the U.S. only. No international shipping is available at this time.

Damaged or Lost Shipments

In order to accept a return for damages caused during shipping, a customer service representative must first be contacted for approval. Please note that if any security sticker(s) have been cut, poked, ripped or removed, the item is not eligible to be returned. CalExotics is not responsible for defects or damage caused by customer error.

CalExotics is not responsible for lost shipments for any reason after delivery. CalExotics order fulfillment is COMPLETE after the package has been shipped.

Shipment Tracking

Packages shipped are automatically available for detailed tracking. You will be sent an email once your package has been shipped containing the tracking number and link needed to track the location of your order as it is sent to you.

Return Policy

Thank you for purchasing CalExotics or JOPEN products!

Warranty Period

Our warranty policy is as follows:

  • 90-day warranty: applies to all CalExotics products with the exception of California Dreaming, Embrace, Inspire with LBBC, Jack Rabbit Signature, Luxe, Mini Marvels, Red Hots, Silhouette, Vivid Raw and ALL JOPEN brand products.
  • 1 year warranty: applies to California Dreaming, Embrace, Inspire with LBBC, Jack Rabbit Signature, Luxe, Mini Marvels, Red Hots, Silhouette, Vivid Raw and ALL JOPEN brand products.
  • Additional 10 year replacement guarantee is available for Vanity by JOPEN and EGO by JOPEN. Details on this policy are available once the item is registered.
  • The warranty covers your CalExotics and JOPEN product for all manufacturing defects up to 90 days or 1 year after the purchase date (depending on the product).

Product Registration, Warranty Claim, & Defective Products

If you bought your product from CalExotics.com:

  1. Create an Online Account
    You need to create an online account on this website. Click on the "Create an Account" red button on the right to start your account creation and follow the on-screen instructions.  You will also be asked to confirm your account via email after you sign up.
  2. Register a New Product 
    After you've logged in, click on the "My Registered Products" link on the left column in the My Account screen. If you have registered products before, all your registered products will be displayed in the top section of the screen. You may view or update the registration information at any time. To register a new product, please click on the "Register New Product" red button. Please note that you need to upload a copy of your purchase receipt for each item you want to register.
  3. File a Warranty Claim - Log into your online account, click on the "My Warranty Claims" link on the left column in the My Account screen.  If you have claimed a warranty before, all your claim history will be displayed in the top section of the screen. You may view your claim status. To file a new claim, please click on the "Create New Warranty Claim" red button down below to start the claim process - one product per claim.

That’s it! 
One of the benefits of buying toys direct from us is a streamlined customer service experience.  Our customer service team will contact ASAP and try to resolve your situation to the best of our ability.  Resolutions are typically made in the form of online store credit to replace the value of the defective product.  There is no need to ship the product back to us.

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If you bought your toy through one of our many retail partners (anywhere other than CalExotics.com):

The warranty covers your CalExotics product for all manufacturing defects up to 90 days or 1 year after the purchase date (depending on the product). During this warranty period you may file a claim and receive a replacement piece of the same model free of charge. Any problem registering your item, please contact our customer service department here (link to contact us form). Please allow 24 hours for a response. Note, our business hours are Monday through Friday, 8am to 4:30pm PST.

Four Steps to Activate Your CalExotics Product Warranty

  1. Create an Online Consumer Account - You need to create an online account on this website. Click on the "Create an Account" red button on the right to start your account creation. Follow the instructions on the screen. Make sure you enter your correct email address. Our website will send a notification to your email address. Follow the instruction in the email to activate your online account. If you don't see the email in your in-box, please check your spam box and make sure to move the email to your in-box. 
  2. Register a New Product - After you've logged in, click on the "My Registered Products" link on the left column in the My Account screen. If you have registered products before, all your registered products will be displayed in the top section of the screen. You may view or update the registration information at any time. To register a new product, please click on the "Register New Product" red button. Please note that you need to upload a copy of your purchase receipt for each item you want to register.
  3. File a Warranty Claim - click on the "My Warranty Claims" link on the left column in the My Account screen. If you have claimed a warranty before, all your claim history will be displayed in the top section of the screen. You may view your claim status. To file a new claim, please click on the "Create New Warranty Claim" red button down below to start the claim process - one product per claim. You will see your claim information in the following 3 ways. Save the claim details for the next action.

    1. Display on the screen;
    2. Click the PDF icon on the screen to download a digital copy onto your computer;
    3. Receive the claim details in your email. Save the claim details for the next action.

What is Next?

Your claim process will not stop here.  To complete the claim, you must ship your product back to us.  Please follow the below steps after you submit your claim online.

  1. When you are ready to ship the product back to us for a replacement, remember to enclose a copy of the claim - print a copy of (4B) or (4C) above - into the return package. Remember to write the unique Claim # outside of the package to expedite your claim process. Mail your product, the adapter/plug/base, a copy of your receipt and the claim form to the warranty department. (address available on claim form)

    Please allow 10-12 business days from the day we receive it for processing, plus shipping time back to you via US mail. We suggest you send your package via USPS with tracking for confirmation.

  2. You will receive a tracking number after we ship your replacement.

Undeliverable 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, in addition to the shipping charges by the carrier.