Knowledge Base
Our support team is happy to answer any questions you may have about PHALLOSAN® forte either by email or by telephone. But time and again we receive either very similar or identical questions. We have therefore compiled an overview of the most frequently asked questions that arise in relation to the purchase and application of PHALLOSAN® forte. Please also refer to our many instructional videos at http://www.phallosan.info/videos.html.

If you are unable to find suitable answers to your questions, our support team will be glad to help, who can be reached by the following means:

service@phallosan.com • Tel. +423 235 84 77 - Liechtenstein, Mon - Fri 2pm - 4pm CET (8am-10am East Coast USA)

(Please click on a question to reveal the answer. Click on a category to show just the questions in that category.)
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Has my payment already been received?
Payments made by bank transfer usually require a few days to be processed in international financial transactions. You are nevertheless welcome to enquire of us as to whether your payment has already been received - simply provide us with your order number.
Can I return PHALLOSAN® forte even if I have already used it?
Once the inner seal has been opened, it is unfortunately no longer possible to return the product. Should you have any problems with using the product or be dissatisfied with it, our support team will certainly be able to help you.
My credit card was rejected when I tried to place an order. What can I do?
We usually receive feedback very quickly from credit card companies if something has gone wrong with our payment system. We would therefore request that you first of all ask your credit card company if your card is working properly and whether it has been activated for online purchases. You might also consider whether you can use another method of payment, such as PayPal or a bank transfer.
If you repeatedly encounter problems with your card, please do not hesitate to contact our hotline.
Can I order PHALLOSAN® forte by cash on delivery?
Unfortunately we do not offer shipping with cash on delivery. PHALLOSAN® forte can be paid for securely and conveniently by bank transfer, PayPal or credit card. For purchases made in Germany, we are also able to accept payments using SOFORTÜBERWEISUNG.
How can I order replacement parts that are not offered on the website (tension clip, pump etc.)?
Replacement parts such as pumps or tension clips can only be ordered by email. Payment for these parts is made in advance either by bank transfer or through PayPal.
To place such an order, please contact our support team at service@phallosan.com. Please also provide your name and if possible the order number of your PHALLOSAN® forte product. We will then check whether the desired replacement part is still covered by our warranty.
How can I cancel my order?
If we have not already dispatched your order, it is usually very easy to cancel it. To cancel an order, please contact our support team at service@phallosan.com or by calling +423 235 84 77 (Liechtenstein, Mon - Fri 10am - 1pm). If you paid for the order by bank transfer, please have your IBAN/BIC at hand so that we can transfer the payment back to you.
Can I order PHALLOSAN® forte over the phone or by email?
Unfortunately we are not able to take orders over the telephone. Please use our online shop instead. We are only able to accept orders by email in business-to-business sales, for example for pharmacies and online pharmacies.
What customs duties will my order incur?
There are no customs duties for most European countries or in the United States. On our order pages (e.g http://www.phallosan.com/order-now.php) you can open the blue highlighted box to see the current customs duties for certain countries that we deliver to (although we cannot guarantee accuracy and currentness). If you have any doubts, please consult your local customs office for the specific provisions.
I’m still using the classic PHALLOSAN®. Where can I get replacement parts for it?
Please understand that we are no longer able to offer replacement parts for the previous model. We therefore recommend that you switch to the new and improved PHALLOSAN® forte model.
I am a retailer and would like to sell the PHALLOSAN® forte. Do you offer B2B conditions?
PHALLOSAN® forte is distributed exclusively by us and by pharmacies in Germany, Austria and Switzerland. We therefore do not supply other retailers with our product. Pharmacies should contact our customer services to place an order or to submit a query.
We do, however, offer very interesting commission systems for affiliate marketing. If you are interested in such a scheme, please click here for more information about the PHALLOSAN® forte affiliate programme.
Where do I find the tracking link for my order?
If you provided an email address during the order process, you will find the tracking link in the shipping confirmation that you received when your order was passed over to the delivery service. Please also check in your spam folder if you do not appear to have received such an email. Please note: It often takes several WORKING DAYS for international transactions made by bank transfer to appear in our account. We always dispatch immediately upon receipt of payment.
If you did not provide an email address when you placed the order, please request a tracking link from our support team. Simply give them the name and order date.
Does the parcel really come in discrete and neutral packaging?
We always ensure 100% discretion. It is impossible to ascertain what is inside the parcel from the packaging. It’s therefore perfectly safe to have the parcel handed over to a neighbour.
Which delivery service delivers in my country?
In America, PHALLOSAN® forte is shipped by USPS and replacement parts are delivered by Malta Post. In Germany and Austria we ship our products using DHL. Deliveries to other countries are handled by the local post service.
How long does shipping usually take?
On our order pages (e.g. http://www.phallosan.com/order-now.php) you will find a blue highlighted box that indicates an estimated delivery time for a particular delivery country. Please bear in mind that this data is based on experience and we cannot make any guarantee delivery times or precise delivery dates.
Can you give the delivery service a particular date or location for delivery?
Unfortunately we do not have any means of influencing the delivery service when it comes to delivery times (e.g. time of day) or delivery conditions (e.g. leave at reception). We can only provide the delivery service with the specified address that you entered during the order process.
The vacuum doesn’t remain stable. What can I do?
If the vacuum does not remain still, first of all check that there are no holes in the condom and that the pump is working properly. Please refer to our video "How to repair the pump".
There are small blisters forming on the foreskin. What can I do?
Blisters on the foreskin are almost always the result of too much tension being applied by the device. In this case, please stop using the product until the blisters have healed completely. When you restart the training, make certain that the tensile strength measurement does not go into the red zone. Pump not more than 3-5 times so that the vacuum does not become too strong. Blisters are even more likely to form if the vacuum is set to too high a setting and you do not use the recommended protector cap.
You should also make sure that the vacuum bell is not too tight - if it is too tight, the vacuum will not exert its pressure evenly. A larger bell should be used in such a case.
In some cases the formation of blisters may be caused by an accumulation of fluid (urine) in the vacuum bell. If this is the case, make sure that your member has been cleaned thoroughly before using PHALLOSAN® forte.
After using PHALLOSAN® forte overnight, in the morning there is fluid in the vacuum bell.
This fluid is just urine. Maintain good hygiene after going to the toilet and set the tensile strength a little lower. Doing this will usually solve the problem.
Should I pull back the foreskin before applying the protector cap?
You do not necessarily have to pull back the foreskin. Many customers find it more comfortable to place the protector cap over the foreskin.
How do I apply the protector cap if I am not circumcised?
If you are uncircumcised, you can choose whether you gently pull back the foreskin before applying the cap, or whether you simply place it over the foreskin. It entirely depends on which method you find more comfortable.
Even though I’ve been already been using PHALLOSAN® forte for a long time, I haven’t noticed any change in length or diameter.
We know that PHALLOSAN® forte works. We are usually able to find the cause together if you can provide our support team with the following information:

• For how many hours per day do you use PHALLOSAN® forte?
• When did you start using the product, and how regularly do you train with PHALLOSAN® forte?
• Have you gained weight within the last 4 months (more than 8kg)?
• Do you currently take specific medication or tablets for hair growth?
• Does the white foam ring feel uncomfortable when you wear PHALLOSAN® forte?
• Do you feel a pulling and tingling sensation when you remove the product?

We also recommend that you use the PHALLOSAN® forte app for Android or iOS (iPhone, iPad, iPod Touch) phones and tablet computers. This gives you control over your daily training and allows you to record your progress.
I’ve read on forums that PHALLOSAN® forte doesn’t work if you’re also taking hair restorers - is this true?
Prescription hair growth products reduce potency and also affect how often a man gets an erection - a healthy man should have 3-5 each night. If these do not occur, the body starts to break down the penis (as happens in cases of paralysis). PHALLOSAN® forte can counteract this effect, but not to the same extent as in a man who is not taking such remedies.
I’ve noticed blood in my sperm after using PHALLOSAN® forte.
This has nothing to do with PHALLOSAN® forte. Blood can appear in sperm following sex or if the penis has been bent too forcefully. Abstain from sexual relations for three days and do not use PHALLOSAN® forte during this period either.
My sleeve (sealing collar) is torn. Can I get a replacement?
Please send our support team a photo of the torn sleeve along with your order number. We will then check on a case-by-case basis whether you are eligible for a free replacement. Please always consult the instructions for use and care for the sleeve in the official instructions (“Care instructions” section). Please also refer to our instructional videos at http://www.phallosan.info/videos.html to ensure that the sealing collar has a long service life.
A part of my PHALLOSAN® forte is damaged. How can I get a replacement?
Please send our support team a photo of the defect along with your order number and a description of the defect. We will then check on a case-by-case basis whether you are eligible for a free replacement or if the part was damaged through improper use. Please do not send us any defective parts through the post unless we ask you to do so.
PHALLOSAN® forte squeaks while I am wearing it.
This only happens if the belt is worn too low and not as shown in the instructions. Wear the belt a little higher and the noise will disappear.
The pump has a leak. How can I get a replacement?
If the vacuum does not remain still, first of all check that there are no holes in the condom and that the pump is working properly. Please refer to our video "How to repair the pump". If this does not help, then the pump is probably broken. In this case please contact our support team.
How long is the service life of PHALLOSAN® forte?
The only wear parts in PHALLOSAN® forte are the sleeves (sealing collars) and the protector caps. The other components of PHALLOSAN® forte will last a long time, providing they are used appropriately.
How can I sign up to the partner programme?
Please click here. to go to the homepage of the partner programme. Click here on "Open account" and follow the instructions on the screen.
How much is the commission per device sold?
We currently offer a commission of 130 USD (subject to change at any time).
How long is the cookie lifetime?
The cookie lifetime is 4 weeks and we work on a first-come-first-served basis.
When will the commission be paid?
Payments are always processed on the 10th of each month (excluding public holidays and weekends).