Frequently Asked Questions (FAQs)

General Questions • Shipping • Installation • Replacements • Ordering

GENERAL QUESTIONS

SHIPPING

INSTALLATION

REPLACEMENTS

ORDERING

iPhone 3G

GENERAL QUESTIONS

Q: What is the invisibleSHIELD?

A: The invisibleSHIELD is the toughest, most durable gadget scratch protection film available on planet Earth. The film has its origins in the U.S. military, where it was used to protect the leading edges of helicopter blades from wear and tear while traveling hundreds of miles per hour. Our proprietary film is a clear, urethane plastic (invisible, invincible) with unique properties that allow it to provide self-healing qualities and unparalleled abrasion resistance. The film's flexibility allows us to custom design the invisibleSHIELD to wrap around an entire device, including the screen, front, back, edges, corners and sides. The precision cut invisibleSHIELD is available for over 2,500 different devices, with more coming every day! Not only does it protect screens, but we have designed a Full-Body wrap for many of the most popular gadgets available on the market. If we don't already have it, we can custom cut one for you.

We have a utility patent-pending on the process of not only protecting screens, but wrapping the film around an electronic device. Not only did we originate this concept, but we are also the only company that offers the original invisibleSHIELD, the ultimate brand in protection. Other clear screen protectors are often disposable, hard, plastic pieces that scratch very easily and have problems adhering. Others may claim to have a similar product, but it is NOT the same thing.

Nothing compares to the quality of the invisibleSHIELD combined with our LIFETIME REPLACEMENT GUARANTEE! For more information, please contact our fantastic customer service team via phone or e-mail.

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Q: Just how strong is it?

A: The invisibleSHIELD is made from a film originally made to protect military helicopter blades. It was specifically designed to withstand the toughest abrasions. Click here to see for yourself how tough it is!

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Q: Lifetime Warranty & 30 Day Money-Back Guarantee

A: The invisibleSHIELD is so tough, we guarantee it for the life of your electronic gadget. Unlike other screen protectors where you must purchase many protectors over time, the invisibleSHIELD is guaranteed to last! If it ever scratches or peels off, we will replace it, for FREE, for LIFE!

On top of the Lifetime Warranty, we also offer a 30 Day Money-Back Guarantee. If you are not convinced that the invisibleSHIELD is the best protector in 30 days, simply contact us for a full refund of the product.

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Q: Why screen protection? Is it really necessary?

A: No matter how careful you are, without protection, your screen will get scratched. It's just one of life's problems. All it takes is one piece of dust so small you can't even see it - it get's stuck between two moving surfaces - and your screen is scratched.

Ipod cases are no exception. Over time, iPods in cases become extremely scratched. With the newer video enabled MP3 players, you can't chance getting even ONE scratch. The only way to truly protect them is with the invisibleSHIELD, and the time to do it is the moment you take your new MP3 player out of its box.

Traditional screen protectors are weak, flimsy sheets of plastic that don't offer true protection. They were designed to simply add another layer between the screen and stylus of PDAs. They come in packs of 5, 10 or even 20, which means that they are disposable. This is what stores and manufacturers want they want you to buy their product over and over and over again.

Our take is a bit different. We want to offer you the best product possible, with the best warranties available, to gain your trust and loyalty, knowing that over time, you will purchase many different digital devices which will also need protection.

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Q: Can I talk to a real person?

A: Yes, please call us! Our hours of operation are 9 AM to 5 PM MDT (GMT -0600) - Monday thru Friday. Our customer service team is ready to assist you with any questions via email (click here) or phone (801-263-0699). Our commitment to you is to answer your questions promptly and effectively.

Along with our superior product, we also offer superior service. Register your product with us and we will give you LIFETIME replacements. That's how confident we are that you will love your invisibleSHIELD.

We also offer a 30 Day Money-Back Guarantee. If you're not happy with your invisibleSHIELD screen protector, call us or email us within 30 days for a FULL refund.

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Q: Can the invisibleSHIELD be removed?

A: You can remove the invisibleSHIELD from your device by starting at a corner and peeling it back, like a sticker – only it doesn't leave a sticky residue. We recommend being slow and precise, particularly in sensitive areas. The invisibleSHIELD is completely removable, but cannot be reapplied once it has been taken off. Please contact our customer service department if you need to replace your invisibleSHIELD.

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Q: How do I remove the invisibleSHIELD if I need to?

A: Removing the invisibleSHIELD from your electronic device is easier than it may seem. It is much like peeling off a sticker. You will want to start at one corner and slowly peel back at a 90 degree angle. The use of a hair dryer to heat it up can be helpful in sensitive areas.

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Q: What are custom orders?

A: One of the many benefits of choosing the invisibleSHIELD to protect your digital devices is our custom order process. If you have a device you would like to shield that is not on our list, simply place a custom order and we will make it happen! Please read all the instructions on the custom order page carefully before placing a custom order.

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Q: Do you sell the invisibleSHIELD material in uncut, bulk pieces?

A: No. All invisibleSHIELDs are specifically designed for the exact device you need. If you need a shield for a device not on our website yet, please place a custom order.

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Q: Do I really need to have my device turned off for a full 12-24 hours?

A: Yes. We recommend waiting 12-24 hours after installing the invisibleSHIELD to turn your device back on; this time allows the shield to "set up" properly. Also, since installation solution is applied on the shield during the installation process, this allows the electronic device enough time to dry properly.

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Q: What is Nano-Memory™ technology?

A: The authentic invisibleSHIELD™ film features Nano-Memory™ technology, which is visible as a very subtle texture in the surface of the film. This superior component of the invisibleSHIELD™ offers four main competitive benefits:

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Q: Will I need to cut the invisibleSHIELD to fit my gadget?

A: The invisibleSHIELD is precision-made for each specific device, so it should not need to be cut in order to assure a perfect fit. We have thousands of designs already available on our website, with more added each day. If you do encounter difficulties with the design or fit of the invisibleSHIELD, please contact our customer service and we will take care of you. Please note that cutting or altering the invisibleSHIELD will void your warranty, and you will not be eligible for future replacements.

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Q: Does the invisibleSHIELD alter the sensitivity of touch screen devices?

A: The invisibleSHIELD does not alter the function or sensitivity of touch screens, and because the protective film is optically clear, it will also not distort the images on the interface. In addition to the unbeatable scratch protection, the invisibleSHIELD can also help reduce the appearance of fingerprints on these devices.

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Q: Will the invisibleSHIELD protect my device from breaking, or my screen from cracking?

A: A: ZAGG's invisibleSHIELD™ is an exceptionally clear and virtually indestructible film that will protect your device from scratches. The invisibleSHIELD will not protect your device from breaking or your screen from ever cracking. We are in the business of scratch protection.

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SHIPPING

Q: How do I get the free shipping option?

A: Free shipping is an option on all orders except for those including laptop shields or iPod accessories (due to size and weight), and can be selected during the checkout process. Orders whose total weight exceeds one pound (1 lb.) do not qualify for free shipping. The free shipping option includes a free bottle of SHIELDspray™ application solution for both domestic and international orders.

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Q: How long after my order is placed will it take to ship?

A: Almost all orders are shipped by the next business day. It may take a little longer in some cases, especially with orders placed during high-volume sales periods, such as holidays and weekends or when a hot new gadget is released.

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Q: Do you ship internationally?

A: Yes, we do ship internationally. Also, the FREE shipping option is also available for international orders, however, it is not trackable.

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Q: How much will it cost to ship to my address?

A: When you go through the checkout process, you will be shown a number of shipping options. Our system will give you exact shipping quotes from our mailing address to your shipping address, for multiple shipping options. This is designed to help you choose the most convenient shipping method for you.

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Q: If UPS loses my order, what happens?

A: The good news is that 99% of all orders we ship make it to their destination without any issues. There are, on occasion, packages that get lost or delivered to a wrong address. If this is the case, we ask that you notify us immediately so that we are aware of the situation. Next, we will contact UPS and place a trace on the package.

A trace is a UPS investigation process to help locate a lost order and get it delivered. A trace can last up to 7 business days. It is our experience that a package is normally found and delivered within the first few days of the trace, however, please keep in mind that it can take up to 7 days.

During the trace period we cannot reship a free replacement invisibleSHIELD to you as most of these orders are usually found and delivered.

Q: Can you ship to a P.O. Box?

A: Yes - we can certainly ship to a P.O. Box if you live in the United States. If you live in the U.S. and your shipping address is a P.O. Box, please contact our customer service department at your earliest convenience and we will be happy to arrange a special USPS delivery for you.

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INSTALLATION

Q: How is the invisibleSHIELD applied?

A: For instructions on how to apply the invisibleSHIELD, click here.

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Q: My solution bottle came empty or leaked. How can I get more?

A: The SHIELDspray application solution is mostly a water-based solution, so if your bottle doesn't have solution in it, we suggest just filling it up with water. There is usually enough residue left in the bottle from the original solution, so just filling it up with water again should make it work just fine! If you run out during the installation, you can still refill the bottle up to 2-3 more times and still have the same effect.

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Q: My shield won't stick on the corners. What do I do?

A: Leave your device (with the shield on it) alone for 10-15 minutes, and then try to stick it down. Waiting will allow the shield to dry and become more tacky. If it still doesn't stick, give it a few more minutes and try again. Repeat this process as needed.

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Q: Some of these pieces are very small. How do I put them on?

A: While keeping your fingers moist, carefully pick up the SHIELD on an edge and lightly mist it before laying it down on the device. If these pieces become especially wet, they might not start to stick for a few minutes. If this does happen, please be patient in waiting for them to dry, and stick.

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Q: How long after installing the invisibleSHIELD can I safely remove and reinstall it?

A: Within 3-5 minutes. If you do need to take the shield off for reinstallation, we suggest keeping your fingers wet and very carefully removing the shield (so you don't stretch it). After this, you can reapply it to the device as normal.

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REPLACEMENTS

Q: When do I qualify for the Lifetime Replacement Policy?

A: The invisibleSHIELD is made of a very durable material that is difficult to scratch or scuff. The Lifetime Replacement Policy is for invisibleSHIELD products that have become damaged while protecting your device.

Please see our Guarantees page for more information about the Lifetime Replacement Policy.

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Q: What should I do if I need to send my device to the manufacturer?

A: There are times when you may need to send in your electronic device to the manufacturer for warranty repair work. If this is the case, we recommend taking the invisibleSHIELD off of your device before sending it in for repair. For instructions on removing the invisibleSHIELD, please click here.

Once you remove the invisibleSHIELD, please send it back to our office at the following address:

ZAGG Inc
3855 S. 500 W. Suite B
Salt Lake City, UT 84115

Upon receipt of your invisibleSHIELD, we will send you a new invisibleSHIELD, free of charge, per our free replacement policy. Please note that the free shipping option is only available for new orders. For replacement orders you will be charged a minimal fee of $3.95 for shipping and handling. (Sending your original invisibleSHIELD back to our offices will keep your warranty intact).

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ORDERING

Q: My order/credit card won’t process even though my information is all correct. Why is that?

A: We recently increased our security system to demand a positive AVS match. AVS basically matches the billing address information provided by the cardholder with their billing address on file at the bank that issued the credit card. The AVS response code is then sent out and depending if the code is accepted or rejected, the transaction is accepted or rejected. Sometimes, you might need to contact your credit card company to correct your AVS information to match.

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Q: My credit card statement shows multiple charges from Invisibleshield, even though I don’t have any orders processed. Why is my card being charged?

A: Most of the time when an order doesn’t go through on our website, the bank statement might show the card as being charged, when in our system it has actually been declined. When a card is declined, it has not been charged at all, and the bank information should be updated shortly to reflect that. Unfortunately, some banks do take a few days to update their information.

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Q: I cannot get an order to process. What should I do?

A: If you are having trouble placing an order over our website, you can call us, toll free (US or Canada) at 888.940.ZONE (9663), or 801.263.0699 to place an order over the phone. Otherwise, you can make an order over the website using PayPal.

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Q: How easy is it to set up a PayPal account?

A: Setting up a PayPal account is easy and it’s FREE! Just go to www.paypal.com and click on the “Sign Up” link at the top of the page. Once you click that link, you will be taken to a page where you choose your country information, and language preference. You will also have three separate options for the way you will use your account. Just select what you want and click on the “Start Now” button, and then follow the prompts after that.

Once you create your account, you will need to verify your e-mail address, so make sure to enter a valid e-mail address. You will then need to log in to PayPal with your e-mail address and new password. Once you have verified your e-mail address, you can add a bank account and/or credit card to the account and then you’re ready to use PayPal!

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iPhone 3G

Q: Will my invisibleSHIELD for the original iPhone fit on the new iPhone 3G?

A: The invisibleSHIELD for the Apple iPhone does not fit the new Apple iPhone 3G. Though the dimensions of the iPhone 3G are very close to those of the original iPhone, they are not exactly the same. The iPhone 3G is thicker in the middle and significantly thinner on the edges.

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Q: What is the difference in appearance between the original iPhone and the iPhone 3G?

A: The most notable cosmetic differences of the new iPhone from its predecessor will be the back and the edges. The back of the iPhone 3G is plastic, as opposed to the metal backing of the original iPhone. Also, the top and bottom edges of the new iPhone are tapered. The side edges are slightly different as well.

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Q: If I upgrade my iPhone to the new iPhone 3G, does the lifetime warranty apply?

A: Our lifetime warranty applies only for invisibleSHIELD replacements of the same device for which you originally purchased the invisibleSHIELD. The lifetime warranty does not apply when upgrading to a new phone.

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