Frequently Asked Questions about
My Special Aflac Duck™

1. What is My Special Aflac Duck?

My Special Aflac Duck is an innovative social robot designed to provide comfort and moments of joy to children who have cancer. The "smart" companion is available free of charge to every child who has cancer, ages three and up, via participating hospitals.

2. How can I get My Special Aflac Duck?

The My Special Aflac Duck is designed for children between the ages of three and 13 who have been diagnosed with cancer. To manage inventory and ensure that My Special Aflac Duck is delivered to children in a timely way, Aflac is working with participating hospitals for distribution. Parents should contact their child's oncology hospital or treating facility to ask about receiving a My Special Aflac Duck. If your child's care team is not aware of My Special Aflac Duck, please direct them to AflacChildhoodCancer.org for more information.

3. Where can I purchase a duck?

My Special Aflac Duck is not for sale. Aflac has made a philanthropic commitment to donate a duck to any child, ages three and up, who is newly diagnosed with cancer. To get the duck into the arms of children nationwide, Aflac is working with a network of partner organizations and hospitals. If you know a child with cancer who would like to request a duck, please speak with your child's care team, particularly his or her child life specialist, social worker, or therapist. If they are not aware of My Special Aflac Duck, please direct them to AflacChildhoodCancer.org for more information.

4. What comes in the box?

My Special Aflac Duck comes with printed instructions and accessories that include seven (7) feelings cards, a spaceship token, a port-a-cath accessory, and a bandana. Your duck also comes with a small backpack that it can wear to hold its accessories and a tote pack in which you can carry your new friend.

5. Do I need the mobile app to use my duck?

No, you don't need the app. Your duck will function fully without the app. The app provides users more opportunities to customize their duck and experience more specialized play. If you want to use the app, simply search for "My Special Aflac Duck" in the app store or Google Play store and download it at no cost to check it out!

6. What mobile devices are supported?

The My Special Aflac Duck app supports iOS and Android devices. Supported iOS devices running iOS 9.0 and above include the iPhone 5 and above, iPad 4 and above, iPad Air 1 and above, and iPad Mini 2 and above. Supported Android devices running Android 5.0 and above include Samsung Galaxy S5, S6, S6 Edge, S7, S7 Edge, S8, S8 Edge; Samsung Galaxy Note 4, 5; Samsung Galaxy Tab 4 (7", 8", 10.1"); Google Nexus 5; Google Nexus 9; Google Pixel C, Pixel 2, Pixel 2 XL; and Motorola Moto X (Generation 2). Oher devices may be compatible, but are not supported. Pairing the app to the duck requires Bluetooth Low Energy.

7. What do I do if the duck is not working?

First, make sure that your duck has new batteries and that they are properly installed according to the polarity (+/-) markings. Then be sure the fur is properly fastened on your duck. Click here for a video on changing the duck's batteries. How to properly fasten the duck's fur is shown can be found if you Click here and view the video on how to clean your duck.
If you are still having trouble with your duck, email support@sproutel.com or call 833-777-6885.

8. Does the duck come with batteries?

Yes, every duck comes with three (3) C cell Duracell Coppertop batteries already installed. So, My Special Aflac Duck is ready to play right out of the box!

What kind of batteries does the duck use?

Your duck uses 3 "C" size alkaline batteries. Do not mix battery brands or new and used batteries. Only replace batteries with fresh alkaline batteries. Do not use rechargeable or non-alkaline batteries. For information on how to properly dispose of used batteries, visit www.call2recycle.com.

How long do the batteries last in the duck?

Battery life varies with play. Most batteries support about 10 hours of continuous play, or last for around six months in sleep mode. To conserve battery life, slide the power switch to the "Off" position when you're not playing with your duck. The power switch is located on the bottom of your duck near its tail, under its fur in the area where the fur is secured.
When you replace your duck's batteries, make sure you replace all of them at once, and only with new alkaline batteries. Do not use rechargeable batteries, and do not use non-alkaline batteries. For information on how to dispose of old batteries, visit www.call2recycle.com.

9. How do I adjust the volume of the duck?

You can use the app to adjust the volume of your duck. Open the My Special Aflac Duck app to connect to your duck over Bluetooth. From the Home Screen, open the Settings panel. There, under "Duck Volume," use the slider to adjust how loud your duck quacks! You don't need the app to mute your duck: just slide the power switch on the bottom of your duck to the "Mute" position.

10. How can I "mute" the duck?

To mute your duck, slide the power switch on the bottom of your duck to the "Mute" position. You don't need the app to mute the duck.

11. How do I clean the duck?

You can use your favorite sanitizing wipe for small clean-ups. Be sure to allow the wiped areas to dry before giving the duck back to a child. When more intense cleaning is needed, you can remove the duck's fur, which is machine washable.
For more details about cleaning the duck, Click here.

12. Is My Special Aflac Duck waterproof?

No. It has limited water resistance, but we recommend that users avoid contact with water - except virtual water, with My Special Aflac Duck's mixed-reality app. For small spills, adults should remove the plush fabric to wash and dry.
Additional details will be provided with the user guide.

13. The duck is making a clicking noise. What should I do?

If your duck is making a clicking noise when you hold it, make sure you are not unintentionally preventing it from moving. Your duck has gears that protect its motors, and they can make noise if your duck is held too tightly.
If your duck is making clicking noises when not being held, make sure the fur is properly fastened. If it is not fastened properly, the fur can restrict your duck's movement.
If your duck is still making clicking noises, please email support@sproutel.com or call 833-777-6885.

14. Can my duck be repaired or replaced?

If your duck stops working properly after normal use, please reach out to us at support@sproutel.com or call 833-777-6885 to ask about repairs or a replacement duck. Your duck comes with a one-year parts and labor warranty that covers typical play. Click here to view the warranty.

15. I lost an accessory. Can I get replacements?

Yes! To request replacement parts, email support@sproutel.com or call us at 833-777-6885.

16. Do I need to turn the duck off when Im not using it?

The duck will go to sleep after a few minutes if it hasn't been used. To wake it up, simply press the button at the base of the duck's tail. If you are not going to play with your duck for a while, we recommend sliding the power switch to the "Off" position to conserve battery life.

17. The feeling card, spaceship, or port-a-cath accessories don't seem to be working. What should I do?

Make sure that the circular patch on the duck's chest lines up with the lights underneath. Also make sure you are placing the center of the accessory over the center of the lights on the duck's chest. Try holding the accessories right against the duck's fur - it will not work at a distance! If your accessories are still not working, please email support@sproutel.com or call us at 833-777-6885

18. I can't loosen the eyes to remove the fur from my duck. What should I do?

Try gently pulling the fur around the eye in different directions. This should loosen the eye, and you may hear it "pop" out of the socket. This is okay, you aren't hurting your duck! If you are still having trouble, please email support@sproutel.com or call us at 833-777-6885

19. Does the duck have a warranty?

Your duck comes with a one year parts and labor warranty for normal and typical play. If you have any problems with your duck, Sproutel will fix or replace it free of charge within one year of the time you received the duck. Click here to view the warranty.

Customer Support by Email and Phone:
Please email questions and comments to support@sproutel.com or call us at 833-777-6885 and leave a voicemail. We will get back to you within one business day.

Additional questions

•  Can My Special Aflac Duck record music or sound? Is there any way to personalize music with My Special Aflac Duck?

Users can personalize sounds with the Soundscape Creator feature on the accompanying app. To respect patient confidentiality, My Special Aflac Duck is not designed to record music or sound.

•  Can I download my own playlist onto My Special Aflac Duck?
Not at this time.
•  Can I personalize My Special Aflac Duck based on my treatment?

My Special Aflac Duck is designed to allow each child to engage in her / his own way. Since few treatment regimens are alike, even for children who have the same type of cancer, our research suggested we avoid content based on specific forms of cancer or treatment stages.

•  Will My Special Aflac Duck be available outside the U.S.?

My Special Aflac Duck is currently available only in the United States.

•  Why is the smart companion shaped like a duck?

Aflac has supported childhood cancer patients since 1995. In that time, we have seen children light up with excitement when the Aflac Duck visits the hospital. To create a comforting companion for children, our partners spent 18 months listening to childhood cancer patients at the Aflac Cancer and Blood Disorders Center to determine what My Special Aflac Duck would look and sound like, and what it would do.

•  How was this tested? What safety standards does it meet?

My Special Aflac Duck was developed with more than 100 childhood cancer patients, families, doctors and experts, and it has been tested by third-party labs to all industry standards for toys. Additional impact research with the Aflac Cancer and Blood Disorders Center at Children's Hospital of Atlanta has also been conducted.

•  Is there a medical or toy company behind this?

Aflac has fully underwritten the costs of developing My Special Aflac Duck. It engaged Sproutel, a social enterprise that bridges the toy and medical fields with expertise in designing play-based healthcare experiences for children.

•  Who is Sproutel, and how are they involved?

Sproutel is an R&D studio that designs and develops play-based healthcare tools for children, using a patient-centered, empathy driven design process. Aflac engaged Sproutel to design My Special Aflac Duck, in collaboration with the Aflac Cancer and Blood Disorders Center at Children's Hospital of Atlanta and more than 75 families and medical experts.

•  Does Aflac charge for or make money from My Special Aflac Duck?

No. Aflac is making My Special Aflac Duck available free of charge to children age three and up who have cancer as part of their corporate philanthropic mission to support and raise awareness of childhood cancer.

•  Can children with other illnesses or adults with cancer order My Special Aflac Duck?

Not at this time.

•  What is the recommended age range for My Special Aflac Duck?

My Special Aflac Duck is not recommended for children younger than three years old.

If you have any other questions about My Special Aflac Duck, please email us at contactus@aflacchildhoodcancer.org.