How can I troubleshoot product issues?Updated 2 years ago

Below are some general troubleshooting suggestions that you can try in the event that you or your customer receive an item that is not working. If after trying troubleshooting, the item still does not work, we are happy to assist within the first 30 days. Please email us at [email protected] with your order number, the item name or number, and a description of the issue/troubleshooting attempted.

In the event your order is over 30 days old, we are happy to check to see if the manufacturer offers an extended warranty.

Vibrating Product (Battery Operated):

1. Did you try different new batteries to see if it is the batteries? As even new batteries can be the issue, even when it does not seem likely.
2. Did you try to hold the button (if there is one) on for 10 seconds as sometimes first time use will take longer to turn on?
3. How many batteries are you using for the product? What type of batteries are you using? The batteries required for products can be found on the product page. There is sometimes a plastic sheath inside the battery compartment lining the walls. Leave this in! This helps the batteries line up and not move around inside the compartment. If you need assistance locating battery information, please email us! 
4. Did you arrange the batteries in the battery compartment correctly? The batteries should be placed in the battery compartment according to the instructions (+ - ). If that does not work, try other configurations. Try rearranging them in other configurations as sometimes the manufacturer could have mixed up the plus and minus directions on the battery compartment.

 Vibrating Product (Rechargeable):

1. How long has the product been charged for? Manufacturer charging recommendations are often found on the product page.  If you need assistance locating this information, please email us!
2. When the product is plugged in, does it light up? If not, have you tried using a different outlet and wall adapter or USB port? Did you make sure the charger is firmly connected to the product? If the charger is magnetic, did you make sure the connection is clear and free of debris? (Note: Not all products light up. The included manufacturer instructions should state this information).
3. Did you try holding down the power button for at least 3 to 5 seconds. Many products have "travel locks" that needs to be disengaged in order for the product to start. Occassionally, multiple buttons will need to be held at the same time. The included manufacturer instructions should state this information.

Suction Product

1. If suctioning to a surface, make sure the surface is smooth and free of debris. Have you tried adding a little bit of water, as sometimes that helps to create a better seal?
2. For best results when using suction-based products on the body, it is recommended that the area is clear of hair. Adding a thin layer of lubricant to the product can also help to create a better seal.