FAQ's






PumpToys prides itself on unbeatable customer service and professional quality products for pumpers. We value our customer's confidence highly, and reflect that in everything we do.

This Page is currently a "work in progress" and some items may be incomplete:

So, who is PumpToys, and what makes you different?
To put it simply, PumpToys is not your "average retailer"; we are committed to the manufacture and delivery of a quality product, and in providing true Customer Service. For those who would like to know more, and have some free reading time, a more detailed outline of our company will soon be available and linked here.

I have something special in mind; do you offer custom engraving or make custom items?
Absolutely! From something as simple as adding a name or personal greeting to full custom artwork, our graphics department can help you with setting up a laser engraving for your cylinder of almost anything you can imagine! Custom product fabrication needs? Our skilled and knowledgeable product design staff puts years of prototype manufacturing experience to work for you in matters of personal product ideas and fabrication. We can tell you what's possible, what's not possible, and provide ideas or options that can improve an item or create alternative solutions. We're equipped to do all sorts of manufacturing operations, but we are a limited staff, so time commitments won't allow us to take on every project idea, but where we can we're always happy to help our clients in further realizing their goals!

Do you ever have a "sale"?
Not in the standard sense, no. We've always believed it was sort of "silly" if not demeaning to try and give the impression that because of a holiday or other event a merchant suddenly has the ability to lower their prices. We all know better than that; it's simply a part of what we refer to as "playing the game". Yes, we'll be the first to agree that it has become "expected", however we believe it better to conduct ourselves not by what is expected, but by what is fair and honest. Consider this: We are "conditioned" slowly over time, as to what we should "expect", the definition of which is ever-changing and often to a lower standard whereas "fair and honest" remains defined just as it always has; it's value, if at all changed, increased. Need an example? Here's an easy one: When you call the Customer Service number for just about anyone today, what do you first expect? That's right- first you're going to square off with the automated attendant; the ultimate defender for business to do business without actually having to (perish the thought) have "contact" with the consumer. And what was expected as you made this same call 20, or even 10 years ago? So, rather than our setting a regular item price with an 80% markup so that 5 or 6 times a year we can have a 25%, 40%, or even 50% off sale and give appearance to be offering you something special, we believe that use of a more modest markup in setting a regular, everyday item price at a fair and reasonable profit to begin with is the more honest, and more honorable business practice.

How do I get a discount coupon or voucher?
This answer coming soon

Do you have a product catalog, and how can I get one?
We do not currently offer a printed catalog of our products, but hope to make the online catalog in our upcoming website update such that it can be easily printed from the website for those who wish to.

What is PumpToys' return/exchange policy?
Most all PumpToys products fall under the Federal Health code classification of 'intimate item or apparel' and as such regulation only permits the return of items which are unused and in their original, unopened packaging. This restriction further emphasizes why you may note our repeated pleas during the ordering process that you double-check your order for accuracy; we don't enjoy refusing someone a return on an opened product any more than they enjoy hearing it. In all instances where a return or exchange is desired, contact us first! Do not send anything to us before contacting us by phone or email and receiving an RMA return authorization. Along with your RMA, you will also be given any special return instructions, shipping address, and made aware of any options we can offer to help rectify any problems or issues.

Why am I having trouble with scrotal/testicle intrusion?
If you are experiencing crush or intrusion of the testicles while pumping, you most likely are:

1. Using too large a diameter cylinder, and/or
2. Using too high of vacuum levels.

The diameter of cylinder used should ideally be 1/4" and not more than 1/2" larger than your current erect diameter; this will not only reduce issues of testicle intrusion, but helps you maintain good proportion and avoid distortion. When working towards goals of increased length, it is especially crucial to use a cylinder with a diameter closely matching your current erect diameter. The correct range of vacuum levels which are both safe and will provide you with the best results are between 2Hg and 5Hg. While the individual user may wish to occasionally "spike" to a higher level, it is not recommended to remain for any extended period of time at levels above 5Hg. The most desirable long-term results are achieved through longer exposure using lower vacuum levels.

Can I place my order by phone?
Sure, we'll be happy to help you by phone during office hours. Should we be unable to answer at the time, leave us a message and we'll return the call as soon as we can.

When I call with questions or to place an order who answers the phone?
We fully understand why someone might feel "hesitant" to call. Few of us would be comfortable with having general questions answered by some unknown operator in some third-party call center, let alone questions of a more personal nature. Also, we know that many of your questions simply could not be satisfactorily answered by reading out a scripted response on a teleprompter, but should be handled by someone with a more direct knowledge of the product, for some issues ideally one who has also used the product. This is why our toll-free line is only answered by either Dan or Dave. While each has their own specific "areas of expertise" both have an in-depth working knowledge in the physics, concept, and application of vacuum, done extensive research in various related fields such as E.D., each has conceived/developed ground-breaking cylinders such as the BullMaster and GlansXpands-Pro, and can answer just about any question you might have regarding any of the products we offer, as well as offering insight to questions or ideas you might have towards a custom item or product you would like to see us add to our lineup. You can rest assured when speaking with both Dan and Dave that your call will be handled with the utmost professionalism and your questions receiving honest answer. Their prime goal is not to merely "sell something", but rather to help direct you towards getting the correct product(s) and correct information for achieving the results/goals you are seeking. If we don't have it, we will tell you so, and direct you towards who does if we know. So, relax, and give us a call.

What hours do you answer the phone?
Our normal business hours are Monday-Friday 9am to 5pm Pacific time (That's 11am-7pm Eastern, and 10am-6pm Central), however it should be noted as Dan and Dave "wear many hats" in our operation and do not simply sit by the phone they may not always be available to immediately answer when you call, but if you will leave a short message with your name and number your call will be returned at the first opportunity. When leaving a message for a return call from us, we should first let you know that since our outgoing calls are routed through our WATS line service, they automatically do not show a Caller ID listing, but will likely appear as 'No name/number sent', or may show as 'Private name/number', so if you block calls without a Caller ID you might instead want to first reach us by email, which is checked frequently and also responded to as quickly as we can.

I ordered the wrong size; how do I return for an exchange?
While we try our best to help prevent such happening, we know that mistakes can happen. First, when your order arrives, check to ensure that cylinder sizes are correct as best possible before removing them from their sealed packaging. Second, if you believe that you may have ordered (or that we've shipped) an incorrect size, contact us by phone or email. We will then assess the issue further with you individually and provide details and any other options for return/exchange. With exception for need due error on our part, be aware that all returns for exchange are subject to assessment of additional handling or re-stocking fees.

I received my order and you sent the wrong item; what do I do?
Contact us at the earliest convenience, either by phone or email. If sending email or leaving a message for a return call, please email using the same account used when placing the order, provide both first and last name on the order, and state any return phone numbers slowly and clearly.

Can I make a change in my order?
This can vary, and may also be subject to a fee for doing so. If a change is possible, your chances are best if you contact us a.s.a.p. Over 95% of orders are shipped the same day as placed.

I'm trying to order online and am sent to a "Request a Quote" page and not given shipping options or costs. What's wrong?
This is almost always caused by missing or incorrect information entered in your shipping information. For USA customers, this is usually sign of failure to have correctly selected your "State" of residence, e.g. Virginia, California, or having manually included the State when entering the City, or entry of an incorrect postal code. You will need to either cancel and re-start your order or go back to the beginning of your order where you enter billing and shipping info to correct this. NOTE: In doing so it is possible that this may result in loss or duplication of items in your cart; be sure to check your order carefully before beginning the payment process.

I'm trying to call PumpToys from outside the USA, but your phone number won't work?
Unfortunately our toll-free number is not accessible from certain countries. Should you not be able to reach us by phone, please don't hesitate to contact us by email; we'll be happy to help you in any way possible.

I'm having trouble completing my order using PayPal; can you help?
Absolutely! First of all, when paying by PayPal, the email address used on your order should match the email address associated with your PayPal account; this will often relieve or prevent many processing issues. Also, the PayPal interface has been known to lapse function, particularly with international orders. Should you have any problems completing an order with PayPal (or credit card, as well), please use this link to contact PumpToys for assistance in completing your purchase.

Can my order be shipped to an APO/AE or other Military address?
Yes, we can ship to an APO/AE military address. When placing your order, enter your billing address as you normally would, but as you enter your APO AE shipping address always choose 'United States' as the Country and choose the APO/AE selection in the 'State' menu.

Can you ship my package via FedEx or UPS instead of USPS?
No, sorry; we ship exclusively via USPS, the United States Postal Service, and do not make shipment via any other carrier.

Is your packaging discreet? What will it look like?
Absolutely! Your privacy is important to us. We believe your order is no one's business but your own and strive to protect that privacy in our packaging. Your order will be discreetly shipped in a securely sealed container; being either a standard USPS or "plain brown" box, marked only with direction for handling, the chosen delivery method, and the mailing label.

How will it be addressed?
The mailing label will be addressed for delivery according to the name and address you have provided for your order, with the sender appearing only as PST.

What kind of literature will be included?
To protect your privacy- PumpToys DOES NOT pack descriptive literature with your order! With exception of any requested material, such as a product catalog, our QS-7 will include an owners manual and some items may include a brief written instruction for use. Your order WILL NOT include any graphic material of any kind! When buying a product, you should always read and print out the information relating to that product. You will find it at the Product Support Page.

How will the billing appear on my credit card / bank statement?
The merchant charge will appear on your credit card / bank statement as a purchase from PST, and includes our phone, 1-866-345-3451, which is answered as PST or Precision Seal, not PumpToys. When called to inquire about a charge by someone other than yourself, i.e. a spouse going over household expenses, we will not divulge the precise nature of the purchase, but request that any question of detail be directed to you. Please be advised that, through mistake or otherwise, you will be charged a fee of $45.00 for any dispute or action which results in the charge back of a valid purchase, and ask that you take precaution if needed to avoid such.

Where is my shipping/tracking information? How will I recognize your email?
When you have placed an order with us, online or by telephone, the confirmation email for your credit card transaction is automatically sent to the email address you provide and appears as follows:
Sender: PST Transaction Processing | Subject: PST Transaction Confirmation.

When your order is ready for shipment a shipping/postage label is created and a shipping notice with your tracking number is automatically sent to the email address you provided when ordering, and will appear as:
Sender: PSTech | Subject: Your PST order has been shipped.

Be sure the email address you provide with your order is correct! If you do not provide a correct, valid email address, you will not receive this information. Also, if you use a blocking service which requires you submit a "request" to become an approved sender, you will not receive any communication from us unless you enter the approval; we do not respond to request for approval emails. If you use a Spam or Junk mail filter your notification may not reach your inbox, and you should check your junk/spam mail folders. You can usually avoid this by creating a mail filter directing any email which contains "PST" in the Subject line to your Inbox. Do not filter based on being sent from pumptoys.com, as the shipping/tracking notice email automatically sent is typically generated outside this domain.

When corresponding directly with one of our staff, the "friendly" name appearing will vary, and may include @PST or PumpToys, with the full email address including @PumpToys.

If I order from PumpToys will I start getting junk / adult-oriented mail?
NO. Not from us, nor initiated from use of our web site or a PumpToys purchase.

PumpToys DOES NOT share, sell, or provide your email address or private information to anyone, and does not send spam or solicitation emails.

My question or problem is not listed here and I need to contact you for further help.
If you have general questions not addressed on our site or you need further information before placing an order, we'd like to hear from you and will do our best to help. There are links to reach us by email on every page of our site, or you can reach us by phone at 866-345-3451 during our normal business hours.

If you need to advise us of errors or changes to an order in progress, contact us as quickly as possible! By phone is usually best, but when outside our normal business hours you should send us an email immediately, and follow with a phone call later if you've not received a response from us or need additional assistance.

BE SURE AND READ PUMPTOYS' TERMS OF SALE AGREEMENT
You are agreeing to these conditions when you order!


USING THE SHOPPING CART


PAYMENT OPTIONS

CREDIT / DEBIT CARD-
Your PumpToys order can be made using your Visa or Mastercard credit or bank debit card. To order on-line and pay by credit card, add your choices to the cart. Then just follow the links and instruction on the View Cart page. All transactions are through SECURE SERVERS! Your private information is encrypted and protected, end to end, both ways.

Be sure that the billing address you enter matches the credit card billing address, and be sure to enter a valid e-mail address or phone number. Your Shipping notice and tracking information will be sent to that e-mail address, and if there is an error, back-order or any problem, we must be able to notify you. PumpToys WILL NOT call or mail you except in regard to your order or inquiry. If that is necessary, we will always be discreet; identifying ourselves as PST or "Precision Seal", and talking only to you.

As a precaution against unauthorized card use / fraud, PumpToys may request additional user verification under some circumstances before processing an order, including extremely large orders from new customers, billing / shipping with different names or addresses in separate cities or states, or if unable to confirm contact information given. Any additional information requested is used strictly for purpose of verification the charge is being made by or with knowledge and consent of the cardholder.

PAYPAL-
You may pay for your order online using PayPal. Simply click on the PayPal Option when the "Select Payment Option" screen appears during checkout.

MONEY ORDER-
You may set up an order to be paid for by mailing certified funds in form of a money order or bank cashier's cheque. To order in this way, simply click the "Money Order" Option when the "Select Payment Option" screen appears during checkout. All instructions will be provided in a print-out form for your order.

CHECKS-
Sorry, PumpToys does not accept personal checks.

CASH-
You may pay by cash with a mail order; however we do not recommend this. If you do so, you take the risk of theft or loss in transit. While that is quite rare, it can and does happen. If you send cash by mail, send it using a trackable method with Delivery Confirmation. This will allow you to be sure it has been delivered to us. Once it arrives at our end, mailed payments are secure and will always be honored.

SPECIAL ORDERING INFORMATION-
Some custom orders can't be calculated or accommodated by the shopping cart without special programming. You can inquire and place such an order by e-mail; we will calculate the totals and provide you with a link to a "Special" order page, where you can finalize your order in the usual way on-line. You may also order custom items by telephone with our staff at 1-866-345-3451.


SHIPPING OPTIONS & DETAILS

We Ship Promptly! PumpToys IS the manufacturer of it's products, and we try to keep everything in stock. PumpToys ships most orders within 24 hours! If we are out of stock or there is some delay, you will be notified promptly as well. Note that custom cylinders made to order have a lead time, which we will advise you of when confirming your order. Bull Cylinders are stocked with uncut/unfinished entries, and may require one extra day for finishing to your ordered size before shipment.


( For International shipping options Click Here )


OUR LISTED DOMESTIC SHIPPING METHODS ARE:

(1) PRIORITY GSD- PROTECTED PRIORITY MAIL
This is USPS Priority Mail with Delivery Confirmation, tracking and GSD Insurance included. Delivery time is 2-3 days, anywhere in the United States including PO boxes and military addresses. This is the "default" selection; if you do not make a choice, your order will use this one.

Unlike Postal Insurance, GSD claims are handled privately. If you have a lost or damaged shipment, your claim is filed directly with PumpToys and promptly resolved here! No forms, no delays, no explanation to third parties of personal contents. See the GSD Protection Page for more details. "Delivery Confirmation" allows tracking online or by phone; confirming when your package has shipped, and when it has been delivered to the listed address.

By default, Priority Mail packages do not require a signature for acceptance, and may be delivered and left in your mailbox or on a porch. Should you prefer your package not be left if the address is unattended, check the "Signature Required" Option in the shipping section of your order.

(2) PRIORITY MAIL

This is standard USPS Priority Mail. Delivery time is 2-3 days, anywhere in the United States. It includes Delivery Confirmation service, track-able on-line. This service IS NOT insured- the risk of lost or damaged packages is the buyers risk. Postal acceptance of your parcel from us constitutes completion of delivery by PumpToys.

By default, Priority Mail packages do not require a signature for acceptance, and may be delivered and left in your mailbox or on a porch. Should you prefer your package not be left if the address is unattended, check the "Signature Required" Option in the shipping section of your order.

(3) EXPRESS MAIL

This is USPS Express Mail Service, providing guaranteed next-day delivery by noon or 3p.m. to most U.S. destinations, including PO boxes and military addresses, and is delivered 365 days a year, including Sundays & holidays. Express Mail Service includes Tracking and Delivery Confirmation with signature on request plus insurance against loss or damage for the first $100.00 contents.

ADDITIONAL SHIPPING POLICY NOTICE
With the increase of mail theft & fraud, PumpToys has adopted the following standards applying to all domestic shipments, Priority and Express:
BE SURE AND READ PUMPTOYS' TERMS OF SALE AGREEMENT
You are agreeing to these conditions when you order!

PRIVACY & SECURITY

INTERNATIONAL ORDER & SHIPPING INFORMATION

PumpToys ships world-wide, and will ship to any country with the following exceptions:
OUR LISTED INTERNATIONAL SHIPPING METHODS ARE:

(1) USPS EXPRESS MAIL INTERNATIONAL- FAST, RELIABLE, PROTECTED.
International shipments from PumpToys are now sent via Express Mail International as our standard international shipping method. Orders to most countries will actually deliver in only 3 to 5 days with EMI! This service is insured, track-able on-line, and has proven very reliable.

(2) USPS PRIORITY MAIL INTERNATIONAL
This option provides a reliable, track-able and confirmed delivery service at a lower cost than Express, with a moderately slower time for delivery, typically 6 to 10 days.

NOTE: Due to lengthy delivery times and parcels being lost in transit, PumpToys no longer offers shipment via Air Mail or First Class International Service. We apologize for any inconvenience this may cause.

TERMS:
PumpToys is shipping to you by Express Mail International or Priority Mail International at your request and by terms you accept. PumpToys will insure all international shipments if insurance service is available to your country. If insurance is not available for your country, our delivery of the properly addressed parcel to our local postal service (and our receipt thereof) constitutes delivery to you. The risk of loss or damage in transit for uninsured shipments is at the buyer's risk.

ADDRESS INFORMATION:
It's VERY IMPORTANT that the shipping address for international orders be entered exactly as your postal service requires. The format varies widely around the world; PumpToys relies on you to provide the proper information. The shopping cart provides an un-formatted space for international addresses- Please enter it EXACTLY as it needs to appear on your package, line by line! Use your keyboard Enter key to move down and start a new line.

INCLUDE YOUR TELEPHONE NUMBER:
By adding your phone number to the delivery information, your postal service or Customs Office can contact you if there are problems with your delivery. The most common reason for an international shipment being returned is "Cannot locate addressee". A telephone number for contact is mandatory on all international shipments.

CUSTOMS AND IMPORT DUTIES:
We are required to complete a "Customs Declaration" form on all International shipments, listing the contents and value of your order. PumpToys' product codes are designed to appear as conventional goods on your customs declaration, for the purpose of discretion. We CANNOT misrepresent the value of your order; it is a violation of US Law to do so- please don't ask us to do so. Customers are responsible for import duties if any, as imposed by your country. Your local postal or customs service will bill you for such duties when applicable. Occasionally the Customs process in the destination country will delay delivery; PumpToys has no control over this.

TAKE DELIVERY QUICKLY:
Once you are notified that your package is available or an attempt has been made to deliver it, arrange to pick up or take delivery of your package as quickly as possible. Most postal carriers will make 2 delivery attempts before a package is held for customer pick up within 30 days, but not always. Once determined as unclaimed, the package is return shipped to PumpToys but is no longer subject to time-sensitive delivery, possibly taking as much as 90 days before received by us. Please be advised that all international orders returned to PumpToys by USPS as "unclaimed by addressee" are subject to a $25.00 special handling fee plus return postage costs, if any, and cost of postage to re-ship the order. If the order is subsequently canceled or otherwise not re-shipped, a 20% restocking fee will be deducted from the credit issued for that order.

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