FAQs and Policies
Refund Policy
If you cancel an order you placed or return an item you no longer want, a charge or reduction of approximately 3% to 4% of the purchase price will be applied when the credit is issued to your account. If you order an item that is no longer available, has been discontinued, or is marked as “Do Not Order” on the product page, this policy also applies.
Our payment processors (primarily PayPal) have informed us that, as of this date and in accordance with industry practice, they will no longer refund the original processing fee that we were charged. This is not a restocking fee but a non-refundable processing fee that we must pay on any transaction processed through their system.
Return Policy
If a product is faulty or differs from what you originally ordered (unless we agreed on a substitute), and the mistake was ours, you may return it for a full refund or replacement. Please note that, due to health and safety regulations, silicone plugs and inserts that absorb particulates and may transmit diseases cannot be returned once used.
If a product is determined to be defective, we will either replace it or refund your payment. If we have the correct product in stock and mistakenly sent you the wrong one, we will ship the correct item to you immediately. A prepaid return label can be generated and emailed to you—simply affix it to the return package. If you prefer a refund instead of a replacement, we will gladly credit your account once we receive the returned product.
FAQs
Why should I buy your conductive silicone products?
While you can find conductive materials and tubing from various vendors online, our products stand out in terms of quality and durability. Although our prices may be slightly higher, we firmly believe in the saying, “You get what you pay for.” We strive to provide the best possible products, ensuring our customers receive excellent value for their investment.
What makes your conductive silicone stand out in quality above the rest?
Our conductive silicone is specially formulated to withstand natural body oils and acids present in the skin. We supply our materials to a variety of companies—both small and large—engaged in research and development, as well as those in the medical and computer industries.
A few years ago, a well-known national company requested a sample of our silicone tubing, along with several other samples from competitors. Unbeknownst to us, they conducted extensive lab tests to determine the best quality product for their needs.
Their testing involved submerging each sample in a strong jelly-like solution for 24 hours. Afterward, the samples were cleaned, cut into thin cross-sections, and examined under a microscope. We were later sent a magnified image comparing our product to others.
The competitor’s sample showed significant deterioration, with the jelly substance eating away at the material. However, our tubing remained virtually unaffected. Although our product was slightly more expensive, this company chose to place repeat orders, including large quantities of conductive sheeting for additional applications.
The image below demonstrates the difference. Our tubing (left) remains intact, while the competitor’s product (right) shows signs of rapid deterioration. This is the level of quality you can expect when purchasing our conductive silicone products.
How do I care for conductive silicone?
Many customers ask about proper care for conductive silicone sheeting and tubing. Our conductive silicone material consists of a silicone mix with just the right amount of powdered carbon, giving it its excellent conductivity. To maintain its longevity:
- After each use, wash with warm or hot soapy water and rinse thoroughly.
- Dry the material gently—avoid pulling or stretching it. Pat dry with a clean cloth.
- If the tubing was used as an anal or urethral insert, it can be washed and lightly bleached. However, do not soak it for an extended time, as bleach can degrade the material. A brief soak, followed by thorough rinsing and drying, is sufficient.
- You may lightly dust the silicone with powder before storing it to prevent sticking, but wash it thoroughly before reuse as powder can act as an insulator or irritant.
Important: Always use a water-based lubricant with conductive silicone products. Avoid petroleum-based lubes, which deteriorate silicone, and silicone-based lubes, which can render the product non-conductive. Following these care instructions will ensure your conductive silicone lasts for a long time and remains in excellent condition.
How do I treat urethral inserts?
Urethral inserts should be cleaned and maintained the same way as our standard conductive silicone products. Most inserts are made from the same material, but they typically have a stainless steel (SS) tip attached. After cleaning and drying:
- Check that the SS tip is secure by gently tugging on it.
- Ensure no soapy water has seeped between the tip, shank, and tubing.
- If the tip becomes loose, dry it completely and use a cotton swab to clean the inside of the tubing.
- Reattach the SS tip by inserting it snugly into the tubing. A small drop of Super Glue can help secure it.
- If the tip does not stay in place after following these steps, do not attempt to use it. Instead, contact us, and we will guide you on how to fix it or replace it under our one-year warranty.
How should I clean and care for Bi-Polar Electrodes?
Bi-Polar electrodes should be cleaned like single-pole electrodes, but with extra caution:
- Do not bend, pull, or stretch them, as they contain small internal wires that may disconnect.
- If you notice any loose wires or exposed connections after cleaning, do not use the electrode. Instead, contact us for a replacement or repair under our one-year warranty.
Why do TENS pads or conductive silicone loops sometimes sting or burn?
Over time, TENS pads can dry out and curl at the edges, creating a small gap between the skin and the electrode. This causes electrical arcing, leading to a burning or stinging sensation. To prevent this:
- Secure the edges with skin tape or replace the pad with a new one.
- Conductive silicone loops may require a water-based lubricant, depending on your skin type.
Note: Never apply lubricants to TENS pads. Instead, use TacGel, which restores their adhesive and conductive properties.