Frequently Asked Questions

Ordering

How can I purchase a CalExotics or JOPEN product?

You can purchase on this website or at many adult retailers worldwide.

Do you sell replacement parts?

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

We do offer replacement chargers for some items. You can purchase replacement changers here. If you do not find what you are looking for, please use the Contact Us form and be sure to include your product name and item number which can be found on your product box or our website. (SE-XXXX-XX-X).

Can I cancel my order?

Orders are processed and shipped the same day, therefore you may not cancel your orders once it has been submitted.

I just made a purchase on CalExotics.com, how long will it take to arrive?

We usually process and ship orders on the same day. Shipping times will vary depending on your location, but transit time is typically 2 to 7 business days.

Can I place an order over the phone?

All orders must be placed online.

Product Warranty

What is your warranty policy?

The warranty covers your CalExotics and JOPEN product for all manufacturing defects up to 1 year after the purchase date (depending on the product). See the warranty page for more details.

How do I file a warranty claim?

If you purchased directly from CalExotics.com, file a warranty claim here.

If you purchased from one of our many retail partners, file a warranty claim here.

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

We are sorry for the inconvenience. We offer a one-year warranty on all our items. We would be happy to replace it under warranty and send you a new item. Please visit the Warranty page for more details.

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.

How can I get a refund?

No monetary refunds will be given for any reason, though all CalExotics and JOPEN products are covered by our manufacturer’s warranty which lasts one year. See detailed instructions on our warranty page

Payment

What kind of payment methods you accept online?

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

Do you accept offline payment methods for online order?

We do not accept offline payments for CalExotics.com.

How will my order show up on my credit card?

Charges appear as “CEN” on your credit card statement.

Shipping

How do you ship?

We ship via FedEx Ground Economy (2-7 days), Fedex Ground (1-5 days), Express Saver (3 days) and 2nd Day.

What kind of packaging does my order come in?

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

Will my order be delivered on the weekend?

Yes, orders may be delivered on weekends.

Do you ship internationally?

No international shipping is available at this time.

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.

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, on top of the shipping charges by the carrier.

When will my order be shipped?

We usually process all orders at 6:00 a.m. PT on weekdays, and ship orders at 11:00 a.m. PT on the same day. Shipping delays may occur around postal holidays.

See the status of your order for more detailed information.

What if my order is lost?

CalExotics order fulfillment is COMPLETE after the package has been shipped. We recommend you track your package with the carrier. If your order is lost, please contact the carrier directly. CalExotics is not responsible for lost shipment due to any reasons after shipment.

What if my order was damaged in shipping?

In order to accept a return for damages caused during shipping, you must contact a customer service representative.

Returns

What is your return policy for orders placed on CalExotics.com?

Due to the nature of our products, we only offer returns for defective items.

Ordering direct from CalExotics.com offers you a streamlined customer service experience. If your product is defective, you can submit a warranty claim and recieve store credit. See detailed instructions on our warranty page.

What is your warranty policy for orders NOT placed on CalExotics.com? (in-store or online)

All CalExotics and JOPEN products are covered by our manufacturer’s warranty which lasts one year. See detailed instructions on our warranty page.

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

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 view videos on proper handling and troubleshooting. You can also visit the contact us page to send us a message.

CalExotics.com account

How do I reset my password?

You can do this in two ways:

Click the log in button located at the top of every page, click forgot password and follow the instructions.
Log in to your account, click the account information section, select change password and follow the instructions.

Others

Where can I submit product ideas?

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

How do I contact you?

You can use our contact us form or call us at 909-510-5894.