Xialla Customer Care and Support
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This article describes how support works if you are considering or already using Xialla: where to find information before buying, how ordering and size changes work, how to reach the team, and what the guarantee and warranty cover. For product mechanism and clinical context, start with the Knowledge Center rather than this page.
Before you buy
Many men arrive after trying pills, pumps, or conventional rings. Educational material is available without purchase:
- The Knowledge Center holds articles on venous leak, how Xialla works, physiological effects of the anchoring design (blood retention, stretch-sensitive nerves, girth and firmness, glans exposure, ejaculatory sensation, and others), lifestyle factors, partner communication, and recovery after prostate surgery.
- The FAQ answers common practical questions.
- Size guides, instruction pages, and clinical summaries are freely available.
If you are referred by a urologist or other healthcare provider through the Physician Partner Program, you receive a unique code for a lifetime 20% discount, order from the website, and receive the same support as other customers. The physician-patient relationship remains with your clinician.
Ordering and delivery
- Orders ship with tracking in the shipping confirmation email or through your account.
- If the shipping address needs to change after the order has already shipped, use the support form. A replacement can be sent to the correct address at no charge.
- Free size exchanges are available if the first size is not ideal. You keep the original device and pay only the shipping cost for the new size. No return of the original is required.
Sizing is by circumference, not length. See Choosing the Right Xialla Size.
How to get help
- Chat widget (bottom right of most pages): automatic answers to common questions, with an option to reach the team for personalized help.
- Support form at /pages/support: the usual route for size changes, address updates, tracking questions, warranty claims, refunds, or other issues. You receive a confirmation email; the team responds from there.
- If the confirmation email does not arrive, use the chat widget.
- Email: hello@xialla.com.
Guarantee and warranty
- 60-day money-back guarantee: If Xialla does not work for you for any reason within 60 days, you can request a full refund of the purchase price. Return of the device is not required.
- One-year warranty: If the device breaks or is defective within one year of purchase, a free replacement is sent. Return of the original is not required.
- Size changes remain available (you pay only shipping) for as long as you own the product.
Published clinical series on Xialla are small (14 of 21 patients in a 2016 evaluation; salvage in 6 of 11 men with confirmed veno-occlusive dysfunction in a subsequent evaluation; both described in Yafi et al., 2024). Not every man benefits. The guarantee exists so that trying the device does not leave someone without recourse if it does not help.
Ongoing use
- Adhesive pad refills can be ordered as needed. For pad irritation tips, see reducing adhesive irritation.
- Knowledge Center articles continue to be updated with practical and clinical topics.
- Maximum continuous wear is 30 minutes; remove before sleeping; remove immediately if numbness, coldness, discoloration, or pain occurs. See using a constriction device safely.
Patients referred by physicians receive the same support, so the clinic can stay focused on clinical care while fulfillment and after-sales questions go to Xialla.
What customers report about support
Independent reviews on Trustpilot often mention responsiveness, follow-up, and problem-solving alongside product outcomes. Reviews are not trial endpoints. For how to read that feedback, see What Customers Report About Xialla, and What Reviews Can Tell You.
Contact
For questions about ordering, sizing, technique, or anything else related to the device, use the support form, the chat widget, or write to hello@xialla.com. We read and answer every message.
Related reading
This article is for general education and is not medical advice. Consult a qualified healthcare provider about your individual situation.
