CalExotics is following recommended Covid-19 precautions which may delay shipments and responses to phone calls and contact requests.
We thank you for your patience and understanding.
Product Warranty Process
Our warranty policy is as follows:
- Standard one-year warranty applies to all CalExotics and JOPEN 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 1 year after the purchase date.
Product Warranty for purchases made through one of our many retail partners (anywhere other than CalExotics.com):
- File a warranty claim by clicking here. In order to file a warranty claim you must provide a valid email address, phone number, product details including proof of purchase and more.
- The warranty process is almost complete. To complete the claim, you must ship your product back to us. Please follow the below steps after you submit your claim online.
- When you are ready to ship the product back to us for a replacement, remember to enclose a copy of the warranty email into the return package. Remember to write the unique ticket # outside of the package to expedite your claim process. Mail your product, the adapter/plug/base, a copy of your receipt and the warranty email to the warranty department. (address available on warranty email)
We suggest you mail your package via US mail (United States Postal Service) with tracking for your confirmation. Note, FedEx and UPS do not ship to our warranty location PO Box.
Please allow 15-20 business days for the warranty claim to be processed and fulfilled. Shipping times from Ontario, California may vary depending on your location. All claims are shipped via US mail (United States Postal Service).
Product Warranty for purchases made directly from CalExotics.com:
- File a warranty claim by clicking here. In order to file a warranty claim you must provide a valid email address, phone number, product details and more.
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.