warranty shield representing the three levels of covereage that we offer

Warranty Coverage

Service & support to give you peace of mind.

We'll dive into each plan, and provide details on what each one covers.


We stand behind our products, as they are created by skilled artists and are always quality checked before leaving our facility. However, accidents do happen, and we'd certainly feel better if you were covered.

• Need to file a claim? Click the link below.

• Already made your purchase and want to upgrade your warranty? Click the arrow below.

Coverage at a glance

Quickly view what's included in each level:

COVERAGE6 MONTH1 YEAR2 YEAR
Tears
Air Bubbles
Seam Seperation
Flex Rod
Coloration Issues
Daily Wear and Tear
*Irreparable Damage (Repair or Replace)

*Limit one replacement in two year period (if applicable)

6 Month Standard


Included with each Pack n Play & Stand To Pee model.
Each Pack n Play and Stand To Pee product includes our standard 6 month warranty. The warranty covers tears, coloration issues, and any other minor defects that may have been caused due to a manufacturing error. Repair or replacement of product is determined on a case by case basis. Limit one warranty per product.

For details on what is covered, see below:

Surface damage

Tears

Any damage that occurs on the outside of the product, and is the direct cause of a manufacturing error or defect.

What's covered: Tears that occur due to manufacturing error or defect:

An area of skin that may have been too thin

An air bubble under the skin

What isn't covered: Tears that occur due to misuse or rough handling:

Stretching the product beyond its recommended tolerance

Using the product for masturbation or penetration without proper lubrication

Tearing of Pleasure Pocket by mishandling; use of an outside adhesion source, such as an adhesive sheet

Seam separation

What's covered: Separation of seams around the edge of the product, such as:

Outer edge of the scrotum

Leaking of scrotum gel

What isn't covered: Separation that is caused due to excessive force or mishandling of the product:

Stretching the product beyond its recommended tolerance

Pulling on the skin beyond its recommended tolerance

Air bubbles

What's covered: Any large bubbles that occurred during manufacturing, and threaten the integrity of the product:

Large bubbles just under the skin that have burst or have the possibility of bursting

Large Bubbles inside the attachment tab

What isn't covered: Smaller bubbles that won't affect the product:

Small Bubbles under the skin layer that pose no threat

Coloration issues

What's covered: Issues involving the outer coloration of the product that were caused due to manufacturing error:

Premature wearing or loss of paint

Flaking or peeling of the outer paint layer

Premature wear of matte finish

What isn't covered: Coloration issues that do not affect the look or function of the product, as well as the following:

Premature wearing or loss of paint caused due to excessive friction on the product (if skin detail has been worn off, this is a key indication of a friction issue)

Color of product not being an exact match

Color of product not matching a specific request (asking us to paint to match a supplied photo, requesting a part of the product be painted darker than another)

Staining or discoloration from use / improper cleaning

Interior damage

Flex Rod

Any damage that occurs on the inside of the product, and is the direct cause of a manufacturing error or defect.

What's covered: Flex Rod malfunction:

Separation of the links in the rod

Protrusion of the rod through the outer skin layer

What isn't covered: Factors that do not affect the function of the Flex Rod:

Noise exhibited by the Flex Rod

Ability to bend the Flex Rod past a 90 degree angle (state of a typical erection)

Gravity funnel / no-drip lip

What's covered: STP Gravity Funnel and the No Drip Lip malfunction:

Obstruction in the funnel that affects the flow of urine

No Drip Lip edge malfunction caused by a manufacturing defect

What isn't covered: Factors that do not affect the function of the funnel or Lip, or damage to either feature that was caused by mishandling or improper use:

User error

Tearing of the No Drip Lip; use of an outside adhesion source, such as an adhesive sheet

Obstruction in the funnel caused by improper cleaning

1 Year Extended


Upgrade fee: $99
Extend your coverage by an additional 6 months on any Pack n Play or Stand To Pee product with our 1 year warranty. The extended warranty covers tears, coloration issues, and any other minor defect that may have been caused due to a manufacturing error, as well as damage caused by daily wear and tear. Repair or replacement of productis determined on a case by case basis. Limit one extended warranty per product. Warranty is non-refundable once product has been shipped.

Includes the following:

Tears

Seam Separation

Bubbles

Coloration issues

Flex Rod

Gravity funnel / no-drip lip

Plus

Daily wear & tear

Includes the following additional coverage:

What's covered: Issues involving the natural wearing of the product that derives from daily use of the product:

Premature wearing or loss of paint or matte finish

Tears/rips that may occur from wear on the product caused by friction

What isn't covered: Issues that may have occurred from mishandling of the product:

Tears/rips caused by excessive force applied to the product

Discoloration from use

Discoloration from improper care / cleaning

2 Year Extended


Upgrade fee: $249
Extend your coverage by an additional 18 months on any Pack n Play or Stand To Pee product with our comprehensive 2 year warranty. The extended warranty covers tears, coloration issues, defects that may have been caused due to a manufacturing error, as well as damage caused by daily wear and tear. Repair or replacement of product is included.Limit one extended warranty per product. Warranty is non-refundable once product has been shipped.

Includes the following:

Tears

Seam Separation

Bubbles

Coloration issues

Flex Rod

Gravity funnel / no-drip lip

Daily wear & tear

Plus

Irreparable damage / replacement

Includes the following additional coverage:

What's covered: Any damage to the product that renders it unusable, regardless of how it may have been caused:

REPAIR OR REPLACEMENT WILL BE PROVIDED (at our discretion). There will be ONLY ONE replacement of this kind during the 2 year warranty period. Any damage to a subsequent replacement product will be rectified by repair, unless the damage was caused due to a manufacturing error or product defect. Replacement of product will apply only if repair of the product is not possible.

DAMAGED PRODUCT MUST BE RETURNED TO US BEFORE A REPLACEMENT PRODUCT WILL BE PROVIDED.

REPLACEMENT PRODUCT MUST MATCH ORIGINAL PRODUCT PURCHASED, NO SUBSTITUTIONS ALLOWED.

Invalid reasons for replacement:

PRODUCT IS NOT TO YOUR LIKING:
- Size too large or too small
- Chose the wrong color
- Chose the wrong type of product
- Weight of product

MINOR SURFACE IMPERFECTIONS / WEAR:
- Discoloration from use (STP funnel)
- Discoloration from improper care / cleaning

PRODUCT WAS LOST OR STOLEN

NO LONGER NEED THE PRODUCT

ISSUES WITH ADHERING

• REPLACEMENT WILL NOT BE PROVIDED UNLESS PRODUCT IS DAMAGED OR IS NO LONGER FULLY FUNCTIONAL

Don’t void that warranty

Yes, certain actions will void the warranty:

• Cutting the product in any way

Trimming the tab, cutting off the scrotum, slicing into the product to remove the Flex Rod, attempting to turn your Pack n Play or Packer into an STP...these are all ways you can void your warranty. We'd recommend avoiding these actions.

• Trimming the hair

If you opted for the Hand-Punched Hair on your product, keep in mind that trimming, cutting or shaving the hair will void the warranty (pertaining to the hair/tab). We leave the hair a bit longer so that you can trim it if you prefer, however just be aware that if you accidentally go too far, we won't cover the cost to correct or replace it.

• Repairing damage on your own

Attempting any type of repairs will void your warranty. Using over the counter silicone caulks, or silicone you purchased from an online supplier is never a good idea. They are most likely NOT SKIN SAFE, and may cause skin irritation. Some have attempted to fix a tear or a hole with Superglue. NEVER DO THIS! Superglue has a chemical in it that prevents silicone from curing. We will not be able to fix a tear or hole once Superglue has been applied to it.

• Repainting the product

Only certain types of silicone and silicone paints will bond to Platinum silicone products. Attempting to re-paint, touch-up or change the color of the product on your own will void the warranty. Please let the proffesionals handle any painting that needs to be done.

• Selling the product

The warranty is non-transferrable, only valid with original buyer. Products that have been sold will void the warranty.

Filing a warranty claim

What you can file a claim for:

Requesting repairs on a product that incurred any type of damage that you would like corrected.

Requesting a replacement product (only if you purchased an upgraded 2 year extended warranty).

Report damage on a product that you feel is a manufacturing error or product defect.

• How long does it take?

Once we receive your claim request, one of our customer service specialists will determine if your claim is valid, and if so, will contact you within 2-4 business days. We may require more information, depending on the nature of the claim. Regardless of the issue, we'll try to get it resolved for you as quickly as possible.

• How does it work?

Filing a claim is a fairly simple process. Use the link below to file a claim. We'll ask you a few questions to get the claim started.

Can I upgrade if I already made my purchase?

You have 30 days from your original purchase date to upgrade your warranty.

Fill out the form below to request a warranty upgrade. If you qualify, we'll send you an invoice for the upgrade you requested.



This is the six digit number assigned to your order when you made your purchase.



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FREQUENTLY ASKED QUESTIONS.

Click on the question to reveal answers.

● Can I add multiple warranties to a product?
No, warranties are limited to ONE per product. Adding multiple warranties will not extend your warranty past the two year limit.
● Will all damages be covered under the warranty?
Not necessarily. Damages covered will be determined by our repair claim staff after performing a visual inspection of the prosthetic. Damages caused by excessive rough use or play will not be covered. Products used for play are done so at the risk of the customer, and may cause the warranty to be voided. Using the product in a manner not described on this site may also be cause for voiding of warranty. Using the product in a harness not approved for use with our prosthetics may also void warranty. View the WARRANTY INFO Page for details.
● What should I do if I find a small hole, tear or air bubble that has burst?
DISCONTINUE USE IMMEDIATELY! Never continue to use a product that has a hole or tear...continued use may cause possible further damage and may void your warranty. The majority of damage can be repaired if caught early and corrected. Contact us immediately via our FILE A CLAIM Page and report the damage, including photos of the damage and a detailed description. We will typically respond within 48 hours.
● Can I transfer my warranty to someone else?
No, the warranty is non-transferrable. Once the product has been sold to a third party, the warranty is null and void.
● Can I get a refund on a warranty if I decide I don't want to use it?
Once the product has been shipped, the warranty is no longer refundable.