Trojan Customer Service — Expert Guide for Consumers and Retailers

Overview of the Brand and Support Philosophy

Trojan is a long-standing consumer brand for barrier contraception and sexual wellness products, owned by Church & Dwight Co., Inc., a multinational consumer goods company headquartered at 500 Charles Ewing Boulevard, Ewing Township, NJ 08628. As a regulated consumer medical device in most jurisdictions, Trojan products are expected to meet specific safety, labeling and manufacturing controls; the manufacturer’s customer service function therefore combines routine retail support with safety-case handling and regulatory coordination.

From a practical standpoint, modern Trojan customer service is a multi-channel operation: it manages product inquiries, lot- and batch-related quality questions, returns and refunds, and adverse-event reports. Typical internal service-level targets for consumer packaged goods (CPG) of this scale aim for initial triage within 24–72 hours and resolution or escalation within 7–14 business days, depending on the complexity of the case.

How to Contact Trojan Customer Service

Primary public contact points for Trojan product issues are the brand websites and the owner’s corporate contact pages. The most direct online resources are https://www.trojanbrands.com and Church & Dwight’s corporate portal at https://www.churchdwight.com/contact. These pages contain the official consumer web forms and guidance for submitting product complaints.

For mailed correspondence or formal documentation, use the corporate headquarters address: Church & Dwight Co., Inc., 500 Charles Ewing Boulevard, Ewing Township, NJ 08628. When you contact customer service, expect to be asked for order information (receipt or retailer name), packaging identifiers and clear descriptions of the issue; retaining original packaging and UPCs speeds handling and any potential investigation.

Exactly What Information to Provide (Checklist)

• Purchase details: retailer name, purchase date, price paid (e.g., $6–$18 typical range for retail multi-packs), and a photo or scan of the receipt.
• Product identifiers: full product name and SKU/UPC, lot or batch number printed on the box, expiration date, and the number of units affected.
• Incident documentation: dated photos of the product and packaging, a clear written description of the problem (e.g., breakage, deterioration, foreign material), and any physical evidence preserved in a sealed bag.
• Consumer details for follow-up: full name, shipping/postal address, a working email address, and a preferred daytime phone number—note time zone for faster scheduling.

Common Issues, Troubleshooting and Expected Outcomes

Most customer contacts fall into three buckets: product defects (e.g., torn packaging, expired product), fit/comfort or performance questions (material, lubricant, sizing), and safety/adverse events (injury or allergic reaction). For defects and fit questions, customer service commonly offers replacement product, refund authorization through the original retailer, or a coupon credit; such remedies are often issued after assessment of the documentation and typically complete within 7–14 business days.

For safety or adverse-event reports, the company will normally initiate a formal investigation: they will request return of specimens or images, document the case internally, and, where required, report to regulatory authorities. If you believe you experienced a serious adverse event (allergic reaction, physical injury), preserve samples and contact your healthcare provider immediately; Trojans’ manufacturer may also guide you through reporting to domestic regulators such as the U.S. FDA (MedWatch) at https://www.fda.gov/safety/medwatch.

Returns, Refunds, Warranties and Retailer Policies

Trojan products are sold primarily through retailers and pharmacies; return and refund policies therefore depend on the point of purchase. Retailers such as national chains typically handle refunds or exchanges for non-safety-returnable items when presented with proof of purchase within their stated return window (commonly 30–90 days). Manufacturer involvement becomes necessary when there is a quality or safety issue that requires lot tracing or replacement beyond the retailer’s capability.

When contacting the manufacturer for a refund or replacement, anticipate requests for the lot number and packaging images; if applicable, the company may request physical return of sample units for lab analysis. Keep in mind that regulations often require retention of production records for years (manufacturers commonly retain sample lots and manufacturing data for 2–10 years), so systematic documentation from the consumer helps accelerate any remedial action.

Escalation, Legal and Regulatory Steps

If initial customer-service interactions do not resolve a safety or quality concern, escalate within the company: ask for a case or reference number and the contact details for consumer relations or quality assurance. When escalation is necessary, collect all correspondence and confirm timelines in writing. Formal escalation typically moves the issue to the manufacturer’s quality assurance (QA) or regulatory affairs teams for deeper investigation.

• Regulatory reporting: For the U.S., report serious device-related adverse events via FDA MedWatch (medwatch.fda.gov). Internationally, contact your national health authority or consumer protection agency; the manufacturer will often cooperate directly with regulators.
• Legal steps: If the issue involves significant injury or lack of remedy after escalation, consult a consumer-law attorney who specializes in product liability; preserve evidence and timelines, and request preservation letters if litigation is contemplated.

Final Practical Tips

Document everything: photos, receipts, lot numbers and timestamps. Use the brand and corporate websites (trojanbrands.com and churchdwight.com) to start cases so you have an electronic trail. Expect ordinary consumer inquiries to resolve in days and safety investigations to take weeks to months depending on laboratory analyses and regulatory interactions.

For urgent medical issues, prioritize clinical care and local health reporting over customer-service channels; for quality or retail concerns, a well-documented initial submission usually produces the fastest manufacturer response.»