Warranty and Registration

Product Warranty and Registration Process

Thank you for purchasing our CalExotics products!

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 product for all manufacturing defects up to 90 days or 1 year after the purchase date (depending on the product).

--------------------------------------------------------------

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.

------------------------------------------------------------------------

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.