Trojan Condoms Customer Service — Expert Guide for Consumers

Manufacturer background and where to start

Trojan condoms are a long-standing consumer brand owned by Church & Dwight Co., Inc., a publicly traded company that manufactures multiple over-the-counter and household products. For corporate-level inquiries, regulatory questions or escalation beyond retail support, the manufacturer’s corporate website (https://www.churchdwight.com) is the reliable starting point; corporate headquarters is listed as 500 Charles Ewing Blvd., Ewing, NJ 08628. Product-level consumer support is generally handled through the brand’s consumer relations channels rather than store-level cashiers.

When you need help, first consult the product packaging: the lot number (also called batch code), manufacture date or expiration date, UPC/barcode and the model name (e.g., Trojan ENZ, Trojan Ultra, Trojan BareSkin) are the exact identifiers customer service will request. Collecting those identifiers before you call or submit a form reduces resolution time sharply.

When to contact customer service

Contact Trojan/Church & Dwight consumer support when the problem involves manufacturing defects, damaged or missing items, incorrect shipments, or physical issues with the product (e.g., a condom that tears on first use, packaging failure, or obvious deterioration before the printed expiration date). If you experience a health problem after using the product — allergic reaction, chemical irritation or an infection that may be related to the product — stop using the product immediately and seek medical attention; you should also report the event to the manufacturer and to regulatory authorities (see Safety Reporting below).

Do not expect retailer returns for opened or used medical products in most cases. For sealed, unused items you should check the retailer’s return window (common store policies range from 14 to 90 days depending on the merchant) and keep your receipt. For product complaints tied to manufacturing (e.g., packaging holes, expired product sold as fresh), both the store and the manufacturer should be notified so the issue can be traced by lot number and production date.

How to prepare your claim

Having complete documentation speeds investigation and resolution. Prepare clear, well-lit photos of the product packaging (showing UPC and lot code), the damaged item or the seal, and the receipt or order confirmation if you bought online. Note the date and location of purchase (store name, city and state) and, if online, the seller’s marketplace name and order number.

• Essential items to include when contacting support: brand/product name, SKU or UPC, lot/batch number, expiration date, place & date of purchase, clear photos (packaging + issue), proof of purchase (receipt or order email), and a concise chronology of events (what happened and when).
• Optional but useful: shipping tracking numbers, seller SKU/ASIN (for marketplace purchases), and whether you retained the physical item for inspection. If requesting reimbursement for medical care, include medical invoices or clinic notes when relevant.

Contact channels, expected timelines and common remedies

Primary contact channels are (1) the brand/manufacturer consumer form or email on the official website, (2) retailer customer service (for refunds/exchanges on unopened items), and (3) phone support if offered by the brand. Manufacturer channels are best for manufacturing defect investigations; retailers are typically faster for immediate refunds or exchanges when you have the receipt.

Typical response and resolution timelines: an initial acknowledgement within 48–72 hours, a full investigation or request for more information within 7–14 calendar days, and replacements or credit issued within 7–21 days after approval. Refund posting to your bank or card may take an additional 3–10 business days depending on payment processing and the retailer’s policy. Manufacturer policies vary; expect the manufacturer to ask you to retain the item for inspection or to mail it back using provided instructions.

Refunds, replacements and safety reporting

Most manufacturer remedies for verified defects are either a replacement product or a refund/credit; some manufacturers will reimburse reasonable return shipping costs if return is required for inspection. Keep copies of all correspondence, tracking numbers, and any shipping receipts to support reimbursement claims.

If a consumer believes a product caused a significant adverse health event, the appropriate next steps are: (1) seek medical care, (2) notify the manufacturer immediately with lot/UPC details, and (3) file a report with the U.S. Food & Drug Administration (FDA). The FDA’s MedWatch program accepts adverse event reports for medical devices and consumer health products — see the FDA safety reporting pages for online forms and phone numbers (https://www.fda.gov/safety/medwatch-fda-safety-information-and-adverse-event-reporting-program).

Practical service tips and FAQs

Storage and expiration: latex condoms typically carry an expiration date and are best stored out of direct sunlight in a cool, dry place (recommended storage roughly 50–86°F / 10–30°C). Typical shelf life for latex condoms is 3–5 years from manufacture, while some non-latex types may differ — always check the printed expiration date before use. If you find an out-of-date product for sale, take a photo of the shelf tag and product and notify both the retailer and the manufacturer immediately.

Pricing & packaging: Trojan products are sold in common counts of 3, 10–12, and multipacks (36+), with typical retail prices varying widely by style and retailer — a 12-count mainstream packet often retails between about $8 and $18 in U.S. pharmacies (prices fluctuate by promotion and region). For warranty or replacement claims you will be asked for proof of purchase; keeping digital receipts or order confirmations is helpful.

Sample consumer service timeline and checklist

• 0–24 hours: collect product photos, receipt, UPC/lot/expiration, and stop use; seek medical care if necessary.
• 24–72 hours: submit a detailed complaint via the brand or manufacturer consumer contact form and to the retailer (if applicable); include all documentation.
• 3–21 days: expect acknowledgement, possible request for return/inspection, and resolution (refund, replacement, or explanation). If no satisfactory response, escalate to corporate consumer relations and consider filing an official adverse-event report with the FDA for health-related incidents.