HERE'S THE NITTY GRITTY.
WHAT'S INCLUDED, WHAT'S COVERED, AND HOW CLAIMS WORK.
We'll go through each plan, what it covers, and the details of what constitutes a valid covered issue.
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. We'd certainly feel better if you were covered. Wouldn't you?
●Need to file a claim? Click the link below.
File a claim
●Already made your purchase and want to upgrade your warranty? Click the arrow below.
*Limit one replacement in two year period (if applicable)
6 MONTH STANDARD.
IT'S INCLUDED WITH EACH PACK N PLAY & STP PRODUCT.
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.
HERE'S WHAT THIS LEVEL
OF COVERGE INCLUDES.
What's Covered: Any tears that occur due to a manufacturing error or product defect, such as:
-An area of skin that may have been too thin.
-An air bubble under the skin.
Does Not Cover: 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.
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.
Does Not Cover: Smaller bubbles that won't affect the product.
What's Covered: Separation of seams around the edge of the product, such as:
-Outer edge of the scrotum.
-Leaking of scrotum gel.
Does Not Cover: Separation that is caused due to excessive force or mishandling of the product:
-Pulling on the skin beyond its recommended tolerance.
●FLEX ROD (where applicable).
What's Covered: Flex Rod malfunction:
-Separation of the links in the rod.
-Protrusion of the rod through the outer skin layer.
Does Not Cover: 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 (where applicable).
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.
Does Not Cover: 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:
-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.
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
Does Not Cover: 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.
1 YEAR EXTENDED.
UPGRADE FEE - $99.00.
Extend your coverage by an additional 6 months on any Pack n Play or Stand To Pee product with our one 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 product is determined on a case by case basis. Limit one extended warranty per product. Warranty is non-refundable once product has been shipped.
●EVERYTHING INCLUDED IN THE 6 MONTH PLAN.
-GRAVITY FUNNEL / NO DRIP LIP.
●DAILY WEAR & TEAR.
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.
Does Not Cover: 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 - $199.00.
Extend your coverage by an additional 18 months on any Pack n Play or Stand To Pee product with our comprehensive two 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.
●EVERYTHING INCLUDED IN THE 6 MONTH & 1 YEAR PLANS.
-DAILY WEAR & TEAR.
●IRREPARABLE DAMAGE / REPLACEMENT.
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. 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. WE'LL TELL YOU WHAT NOT TO DO.
●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 of you have tried 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 CLAIM
WHAT CAN I 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 DOES IT WORK? HOW LONG DOES IT TAKE? WHERE CAN I FILE?
FiIing 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. 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 toget it resolved for you as quickly as possible.
CAN I UPGRADE IF I ALREADY MADE MY PURCHASE?
NO PROBLEM! 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.
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