FAQs
Ordering
How do I shop for Xskin products?
We have an online store and retail store located at Metropolis in Metrotown.
For the online store, you may select your preferred items and add it to the cart. Then select the shipping method and wait for it to be dispatched and shipped. For retail store, we provide different promotions from online store. Visit us to stay up to date with our promotions to get the best deal on phone cases and tech accessories!
Can I make change to my order?
Simply email or call us within 3 hours after you submit your order (custom print cases are excluded from order changing). Be sure to include your order number and mention the details of changing. If you would like to change your custom print product design, please also include the new design with JPG or PNG format and describe your printing layout.
If a price difference is incurred for higher value products or upgrade in shipping method is required after the order is placed, you will need to settle the payment request sent by our staff. Please note that the additional amount fulfilled by payment request is excluded from Xskin membership contribution.
Why am I not receiving my order confirmation email?
If your registered email address is a Hotmail account, the order confirmation email may fall into your Spam or Junk folder. If you still cannot find your order confirmation email, please contact us for further assistance.
Can I apply the online discount in the retail purchase?
Unfortunately, online and retail store discount are separate.
Product
Which cases can I customize?
Please check the full list here. Not seeing the device you have? Send us your feedback and suggestions. We may include your device for customization in the future! To stay up to date, be sure to sign up for our newsletter and follow us on social media.
Can I create a design which is not my own pictures?
We suggest using your own photos/ artwork to create your individual designs. Please review all of your customization details before submitting your order. Xskin reserves all rights and will not print artwork that infringes intellectual property rights or proprietary rights, or contains any pornographic material, profanity language, threats or material which incites aggression towards individuals or entities and/or spreading violence/hatred . Any customized items are your unique creative expressions.
What is the image size/ resolution for the photos to upload?
For iPhone cases we recommend to use an image with a resolution of 1000px (w) x 2000px (h) or above, provided a single layout is wanted (when one image is used to cover the back surface of the case).
Can you help me create a new design or make amendments to my design?
Unfortunately, we’re NOT offering the design creating service. We won’t make any amendments to your orders. Once your custom print case orders are placed, you cannot make any changes on your design. If you make a mistake or change your mind and wish to reprint your order, you must return the items and a 50% returning fee will apply.
How do I clean my phone cases?
TO CLEAN: use only water and soft cloth to clean. AVOID harsh chemicals and alcohol-based cleaners. Please avoid rubbing, washing, and using alcohol, sanitizer, or similar chemicals.
Shipping
Do you ship internationally? Yes, we offer worldwide shipping! For the free shipping, we limited the Expedited Parcel to Canada-wide only.How long does it take before my order gets shipped? We are aiming to have your order dispatched from our facility within 3 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during the peak season around the end of the year. Furthermore, there will be chances that the items that you ordered may run out of stock though we are doing our best to avoid this from happening. We will definitely try to get you notified as soon as possible if that happens.
How long does my order take to ship? Shipping time depends on the product you purchase and the destination location as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please contact us with email or call.