Frequently Asked Questions

Question: Can I pay by credit card?

Answer: Yes. We accept Visa and MasterCard.

Question: I don't have a Visa or MasterCard. Do you accept American Express?

Answer: Yes. At checkout, select "PayPal" as your payment method. You will then be sent to the PayPal website, where you can pay with American Express.

Question: Can I pay from funds in my bank account?

Answer: Yes, if you have set-up your bank account with PayPal. If you have, choose "PayPal" as your method of payment, and then follow the prompts to pay from your account.

If you have not setup your bank account with PayPal, please be advised that it can take several days for PayPal to establish and confirm your information (this process is controlled entirely by PayPal and not governed by iSkin). Please visit PayPal at www.paypal.com for more details.

Question: My credit card was rejected by your website. What can I do?

Answer: Generally, the reason is incorrect credit card or CVV/CVD (3-digit code on the back of your credit card) information. Please contact your credit card provider to verify all billing information before trying to place your order again.

Question: What is an eCheck?

Answer: eChecks are one type of bank payment and usually take 4-6 business days* to process. They are used when buyers have not linked a backup payment source (like a debit or credit card) to their PayPal accounts, or when a transaction is too risky to allow an instant payment.

Question: How does an eCheck work?

Answer: The money is withdrawn from the buyer's bank within a day or two. As soon as we receive confirmation of sufficient funds from the bank, your order will be cleared for shipping. The entire process takes 4-6 business days.*

*Note: Bank processing times vary by the buyer's country.

Question: How do I check the status of my order?

Answer: To check the status of your order, simply click here, and enter the email address used to place your order.

Question: How do I cancel my order?

Answer: Provided that you are canceling your order within the same day it was placed, please fill out the cancellation form by clicking here.

Question: Why can't I cancel my order if it was placed yesterday or before that?

Answer: All orders are shipped out within 24 hours (or the next business day). As such, we will be unable to cancel your order unless you cancel it the same day it was placed.

Question: How can I make any changes to my order?

Answer: To change your address or order, please fill out the "UPDATE MY ORDER" form located here. Please note that you must make any changes the same day your order was placed, as all packages are shipped out within 24 hours or 1 business day.

Question: I paid for my purchase through PayPal, and now I need to change my shipping address. Why can't I use the iSkin "UPDATE MY ORDER" function to do this?

Answer: To ensure that we are protected by PayPal's "Seller Protection Act," the address on our order system must be the same address on PayPal's order system. As such, for PayPal orders, the address cannot be changed on either system. Please email us via the Customer Service tab on our website.

Question: After completing my order, I didn't receive an "ORDER CONFIRMATION" email. Where can I find this information?

Answer: To view your order right away, simply click here and enter the email address used to place your order. Or you can contact Customer Service, and an iSkin Representative will provide you with this information.

Question: I was placing an order, and submitting all required information, when the website "froze" and wouldn't continue with the order. What should I do?

Answer: Please call or email Customer Service first before trying to place another order. This is to confirm that your previous order did not go through.

Question: Why did I get double charged for one order?

Answer: Before your order is complete, we send you a notice in a pop-up window asking you not to hit reload or press any buttons on the browser while the order is processing, because reloading this page will double charge your order. However, if you have disabled pop-ups in your browser, you were unable to see it.

Question: I placed an order Friday, but it shipped out on Monday. Why the delay?

Answer: We use UPS for shipping, and currently weekend service is not offered by UPS. As such, all orders placed on Friday are sent out the next business day, which is Monday.

Question: How much is shipping?

Answer: Shipping fees vary and depend on factors such as location and delivery speed. All rate options will be presented to you once your shipping information has been entered during the checkout process. You will have the option to choose your preferred shipping method prior to entering any payment (credit card) information.

Question: What is your Exchange/Return Policy?

Answer: If for any reason you are not satisfied with any of our products, merchandise may be returned for exchange or refund within 30 days from the date of receipt and subject to the policies noted here.

Question: Why does it take up to 30 days for you to handle a return through your RMA process?

Answer: The reason the RMA process may take up to 30 days is because we allow two weeks to receive your RMA, and two weeks to process it on our end. Please be advised that we use 30 days as a "guideline" only. Your specific RMA process may take less than 30 days.

Question: I have already opened my product. Can I still return it?

Answer: Yes, provided that the product meets the guidelines noted in our Exchange/Return Policy. Also please note that there is a 20% restocking fee on any opened iSkin product. For details, please review our Exchange/Return Policy here.

Question: I received my item more than 30 days ago. Can I still return or exchange it?

Answer: Please be advised that, as per our Exchange/Return Policy, we are unable to process exchanges or returns for items purchased more than 30 days ago. Click here for our Exchange/Return Policy.

Question: Do I need to ship the original item back in order to obtain a refund or exchange?

Answer: Yes. In order to obtain a refund or exchange, the original item must be shipped back to a warehouse location (we will provide in details in the RMA instructions sent to you). Please do not ship products back without first contacting us. This will ensure that your return/exchange will be processed efficiently and easily.

Question: I purchased my iSkin product from another source (not iSkin.com). Now I want to return it. Why can't I do this at iSkin.com?

Answer: iSkin did not receive any of your funds when you purchased your product – a reseller or private seller did. As such, we are unable to facilitate your refund. Please contact the company or person who sold you the product and inquire about their respective refund process.

Question: How do I get a replacement part for my iSkin product?

Answer: If your order is missing a replaceable part, or a replaceable part has a manufacturing defect, please contact Customer Service with the details. Where possible, we will send you a replacement part. Please note however that some replacement parts may not be available separately. In such cases, a full exchange may be required.

Question: What is iSkin's product warranty?

Answer: Click here for iSkin product warranty information.

Question: How can I be sure that the iSkin product I'm ordering is the right size and model for my iPod?

Answer: Start by confirming the model of your iPod by checking your product box or receipt. If you don't have either of these, you can try confirming your iPod model by cross-referencing it with release dates published online here: http://en.wikipedia.org/wiki/Ipod. If you're still unsure of your iPod model, please contact us before making your purchase and we'll help you find the answer.

Question: What devices are compatible with iSkin's CERULEAN Bluetooth headsets?

Answer: You can connect your CERULEAN Bluetooth Headset to your iPad, iPhone, iPod, Mac, and most mobile Bluetooth-enabled devices.

Question: How do I maintain my iSkin protector for iPod/iPhone?

Answer: Depending on the environment your iSkin protector is exposed to, we recommend that every few weeks or more frequently if necessary, separate the iSkin protector from your iPod/iPhone and gently wash the protector in warm water infused with mild dishwashing soap. Then allow the protector to air dry on a flat surface -- never dry by applying heat to the protector, such as a hair dryer or heating vent. You can also dry the protector by gently wiping with a clean, lint–free cloth as well. Screen protection components (e.g. films, ViSOR) may be cleaned the same way. Please ensure that you never wash the iPod or iPhone itself – ONLY the iSkin protector.

Question: How do I clean my ProTouch keyboard/mouse protector?

Answer: To maintain optimal cleanliness and functionality, we recommend that you wash your ProTouch bi–weekly under normal usage conditions (this can be increased to weekly if conditions require). To wash your ProTouch, simply remove it from your keyboard or mouse, and wash it with lukewarm water infused with gentle soap. Rinse the ProTouch completely, and then air dry or gently pat with a clean, lint–free towel. Please do not expose the ProTouch to extreme heat (e.g. hair dryer, heating vent, heat lamp, etc.). Please ensure that you never wash your keyboard or mouse – wash ONLY the ProTouch.

Question: Where can I find the product User Guide online?

Answer: You have two options: You can either follow the URL provided in your product package, or go to the online product FAQ page. For example, if you want to find the solo User Guide, simply go to the solo FAQ page (click here). You'll notice that on the right column, different languages are provided for the various solo User Guides. However, it should be noted that choices of multi-languages are not available for every product User Guide.

Question: I'm looking for an item that is currently out of stock. When will you have more?

Answer: This depends on the particular product, and whether overall available quantities are limited or are sold-out. Typically, we put a message on the product "Buy Now" page informing customers if an item is either sold out or "temporarily out of stock, and indicate (if possible) when it will be available to ship.

Question: Where else can I find iSkin products?

Answer: You can find select iSkin products in most Apple stores, and at authorized iSkin Resellers. To find a reseller near you, please click here.

Question: How can I find out if an iSkin Reseller currently has the item(s) that I want to purchase?

Answer: You should contact the reseller directly and inquire (to find a reseller near you, please click here).