support@skullnco.com

Help Center

FAQ

How can I pay for my order?

We accept all major credit cards and PayPal.

Why was my order canceled immediately?

Most likely the payment has been declined due to the fulfillment system does not honor your credit card. If you would like to place your order again, please do so by making payment via PayPal.

Do I have to create a Skull & Co. account to shop?

An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. :) You can also save your shipping information for a quicker checkout experience!

It looks like you charged me twice for my order.

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Will I be charged International Bank Fees?

When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions.

Please reach out to your bank for more information on any additional charges/fees!

Do my discount codes expire?

While some things last forever, our discount codes do not. All discount codes will come with an expiration date at the time that they are issued, so that you can plan your shopping date accordingly!

Please keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping.

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Always make sure to review your order summary prior to completing checkout to make sure you are snagging the best deal for your goodies! 

How can I view my order status without an account?

Unfortunately, you must be logged into an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order. :)

Can I get a refund if the price has changed?

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

How do I return an item?

Oh no, we’re sorry to hear that. Please contact our Customer Care Team via email to support@skullnco.com"> support@skullnco.com to help if we can solve the problem together first. If not, please mark our order number, phone number and "Return" on the package, and let us know the tracking number when you send it out.

We will arrange a reshipment or refund after receiving your returned item(s).

Please note that if you made a mistake when you ordered (wrong color/item(s), changed your mind, not what you wanted, etc), you will have to cover the return fee.

My package is marked as undeliverable. What now?

Oh no! If your package is determined to be undeliverable by post service, it will be returned to our warehouse. Once we physically receive your package and confirm that it was undeliverable, we will issue a full refund for your order. You will be notified when this happens!

Unfortunately, we are unable to reship orders that are returned to us.

What happens if my package is returned?

If you return your order to us:

We will issue you a refund once we physically receive your order back at our warehouse and confirm that the item(s) is/are in good condition. Please note that if you made a mistake when you ordered (wrong color, changed your mind, not what you wanted, etc), you will have to cover the return fee.

If your package was returned to us:

We’re so sorry to hear that your item(s) is/are coming back to us! Unfortunately, we are unable to reship a package that is determined to be undeliverable by Post Service. We are also unable to provide more detailed information as to why your order was returned.

You can use your tracking number to estimate when your package will return to us. We will issue a refund once we physically receive your order back at our warehouse and confirm that your package was undeliverable. If you would like to purchase the same item(s), you will need to place another order. We apologize for any inconvenience this may cause!

My products have stopped working.

If you encounter quality issues within the warranty period you will be covered. Every product has a specific warranty period. If it is not stated in the product listing, please contact us via email to support@skullnco.com

If it is outside of warranty we may still be able to offer repairs or replacement parts.

I bought Skull & Co. from other sites. Can I return them?

Unfortunately, our Customer Care team is unable to assist you with any Skull & Co. purchases made on other sites. Please reach out to the site where you bought for more information on their return policy!

I need my refund redirected to a different account.

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

Where can I purchase Skull & Co. products and how can I be sure they are real?

The only way to be sure you're getting the real deal is to purchase from our official site – https://skullnco.com/ and our distributors listed on our site.

Will the limited items be restocked?

We are so sorry! At this time we haven't made any future plans to restock the limited items! We sincerely apologize for any inconvenience this may cause. However, we are making room for more exciting products that are new and improved, so keep your eyes peeled for amazing new items coming your way! (:

Once these items are gone, they’re gone! Discontinued items are not eligible for replacements.

When are the out of stock products restocking?

Oh no! Please sign up for our newsletter to be the first to hear about any restocks! We also announce restock dates via social media. :)

Do you offer a wholesale discount for bulk buying?

So sorry! Unfortunately, we do not currently sell wholesale. Thank you for your interest!

Does Skull & Co. have any giveaways?

Everyone loves free things! You can always check out our social media for information regarding giveaways, as well as new launches, promotions, and restocks. :)

I bought products on other sites! Please help!

Unfortunately, our Customer Care team is unable to assist you with any Skull & Co. purchases made on other sites.

Please reach out to the site you used to place your purchase for further assistance!

Do you have a phone number I can contact?

We currently don’t have a phone number for customer service inquiries, but we recommend taking a look around our Help Center to find answers to your questions/concerns.

If you can’t find what you’re looking for or need help regarding your order, our Customer Care team will be more than happy to assist you! Please contact us via email to support@skullno.com.

Delayed order confirmation emails

Confirmation emails are usually received shortly after an order is placed. If you do not receive your confirmation email right away, however, don’t fret! Your confirmation email may experience a delay if your order was placed during a period of high order volume, such as an exciting new launch or promotion.

If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer Care team to support@skullnco.com so that we may assist you further!

How can I unsubscribe from your emails/newsletters?

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!

If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting our Customer Care Team! :)

I’m not receiving any emails from Skull & Co.

Whether you’re trying to find the status of your order or if you’re trying to catch all those sweet deals, being in the loop is super important! Check out these tips to make sure you’re receiving all of our emails.

-Your Email (gmail, yahoo, etc) may be marking our emails as Junk or Spam mail. To stop this from happening, please add ‘support@skullnco.com’ to your email address book.

-Make sure you typed in the correct email address when you signed up with us. Our team can double check this information for you!

-During the checkout process, did you click the text box next to ‘Subscribe to our newsletter’? If you didn’t, this may be why!

I'm having trouble signing into my account.

If you received a message that says “Invalid login credentials”, this means your email address/password wasn’t recognized by our system. No worries! We can totally fix this!

-Double double check to see if you’re using the same email address and password you registered with.

-If you can’t remember your password, click on the “forgotten password” link. It will ask for your email address and we’ll send you an email with a link that will let you create a new password.

-If you’re still experiencing issues, contact our team! Please provide screenshots of the error message you’re receiving.

How do I contact your PR team?

Are you a member of the media? If so, please email PR@skullnco.com for media inquiries only.

How do i close my account with Skull & Co.?

Oh no, we're sorry to see you go! You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!

Can I change the shipping address for my order?

We will be happy to change the shipping address for you! Please email our Customer Care team to support@skullnco.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

My order shipped but I need to change the address.

Unfortunately, we are unable to change anything once the parcel has been shipped. If your parcel is returned to us due to an incorrect address, your order will be canceled and refunded. We will notify you if this happens!

Also, we are unable to reship orders that are returned to us. If you would like to purchase the same item(s), you will need to place another order. We apologize for any inconvenience this may cause!

Can I modify my order after I’ve placed it?

Yes, please contact our Customer Care team via email to support@skullnco.com with your order number, original item(s), and the updated item(s) so that we may make the changes for you. Please note that we are only able to make changes to your order if it has not yet been packed.

Can I cancel my order after I’ve placed it?

Yes, please contact our Customer Care team via email to support@skullnco.com with your order number ASAP, as we are only able to cancel your order if it has not yet been packed.

Do you combine orders?

Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address. 

I received the wrong item(s).

We’re so sorry for the mix up with your order! Please email our Customer Care team to support@skullnco.com"> support@skullnco.com with your order number, a picture of the incorrect item(s) you received, and a picture of the shipping label with the tracking number clearly visible. Please note that all order issues must be reported within 14 days of delivery. We will get back to you ASAP!

**Discontinued item(s) will be refunded for the amount paid. 

I am missing item(s) in my order.

Oh no! Please email our Customer Care team to support@skullnco.com within 14 days of delivery with your order number and a list of the missing item(s). Please make sure to include a photo of the item(s) you did receive and a picture of your shipping label with the tracking number clearly visible. We will get back to you ASAP!

**Discontinued item(s) will be refunded for the amount paid. 

I received broken item(s) in my order.

Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care team to support@skullnco.com within 14 days of delivery with your order number, the names of the broken item(s), and a photo of the damaged item(s). We will get back to you ASAP!

**Discontinued item(s) will be refunded for the amount paid. 

I received my package and have a problem!

Oh no! We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. As we adore our backers, your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our Customer Care team via email to support@skullnco.com within 14 days of delivery so that we may help you further. Please note that you may be required to provide photos of your item(s) in order for our team to best assist you.

Can I change the email address to my order?

Yes! Please email our Customer Care team to support@skullnco.com with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address. :)

We offer Free Shipping to most countries, but please note that the Free Shipping policy only applies to standard Air Parcel.

What countries do you ship to?

We happily ship to (almost) all countries worldwide! If your country is not listed at checkout, please contact our Customer Care Team via email to support@skullnco.com"> support@skullnco.com, we may still be able to ship your order via express shipping.

Will my package be charged customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value.

These fees are not included in your Skull & Co. order and/or shipping total. Skull & Co. assumes no responsibility for duties incurred on your parcel. All fees must be paid by the parcel recipient. 

When will my order ship?

Our products usually ship within 1-3 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

Do you offer expedited shipping?

Yes! We're so excited to offer 7-day expedited shipping via FedEx/DHL! If expedited shipping is needed, please include an email with your order number to our Customer Care Team via email to support@skullnco.com"> support@skullnco.com ASAP, as orders will be shipped via Air Parcel by default within 3 business days.

If opting for expedited shipping, please allow 1-2 business days for processing and an additional 3-7 business days for shipping. Please keep in mind that business days don't include weekends or holidays!

Please note any expedited shipping requests will be charged in full.

My order shipped, when will it get to my house!?

All of our beloved packages are shipped via Air Parcel within 3 business days and usually take 10-21 business days to arrive in the destination country. However, delivery may be delayed by Customs, natural occurrences or air/ground transportation strikes.

How do I track the delivery of my order?

Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

Can my parcel be redirected to a different address?

Unfortunately, no. Once your order ships, we are unable to make any changes to the shipping address.

If your package returns to us due to an incorrect address, it will be cancelled and refunded. We will notify you if this happens!

If you want to purchase the same item(s), you will need to place another order.

Why isn’t my tracking updating?

We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you.

Please note that international orders usually take 10 to 21 full business days arrive in the destination country. Business days do not include weekends, or holidays.

In the meantime here are some things that might help you locate your package:

If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office on your end. The best way to do this is by simply locating your nearest post/customs office and visiting them in person.

If tracking indicates that your package is still in China, or is currently in transit, please be patient! Please note that international orders usually take 10-21 business days to arrive in the destination country, however your package may be delayed by customs, or may simply be missing a scan.

Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing.

If you have waited the full 21 business days and still have not received your order, please contact our Customer Care team via email to support@skullnco.com with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.

My package is stuck, please help.

We are super excited for you to receive your item(s), but please be patient! International orders usually take 10-21 business days to arrive in the destination country, however, delivery may be delayed by Customs, natural occurrences, air/ground transportation strikes, or simply missing a scan.

If 21 full business days pass and your parcel has not arrived or at least been updated, please contact our Customer Care team for investigation via email to support@skullnco.com with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.

Package is in my country but tracking hasn’t updated.

Usually, your parcel will be delivered within a few days. It is often helpful to refer to your local courier's online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office on your end. The best way to do this is by simply locating your nearest post/customs office and visiting them in person.

My package is delayed. What can I do?

We do our very best to process and ship your order as quickly as possible, however once your order is sent out, it may encounter delays during its journey to you.

Please note, Skull & Co. is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from China Post to the local carrier in your country or air/ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.

Please allow our full shipping times to pass before reaching out to our Customer Care team!

International orders usually take 10-21 business days to arrive in the destination country.

If your order is traveling beyond these time frames, please email our Customer Care team to support@skullnco.com with your order number and tracking information so that we may assist you further!

My package says delivered, but I didn’t receive it.

Sometimes the tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your family members/neighbors and/or post office for more information in the meantime!

Please note that Skull & Co. is not responsible for any loss/theft after the parcel is delivered.

Are there any known delivery delays in my area?

We recommend visiting the website for your local post office for delays specific to your city!

Please note, Skull & Co. is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from China Post to the local carrier in your country or air and ground transportation strikes or delays. 

What should I do if my order hasn’t been delivered?

We’re so excited for you to receive your order! International orders usually take 10-21 business days to arrive in the destination country. Please note that business days do not include weekends or holidays! We recommend reaching out to your local post office for more information on the status of your order.

If your order has exceeded typical shipping times, please email our Customer Care team to support@skullnco.com, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further. :)

I haven’t received my package 30 days after shipment.

Most likely your package is delayed due to an unforeseen situation.  

We kindly recommend that you wait another 5-10 days for an update.  If the package has not arrived or at least been updated, please contact our Customer Care Team for help via email to support@skullnco.com">support@skullnco.com
We offer Money-Back-in-45-Day-Service for every buyer. If you don't get your item(s) after 45 days from the date of shipping, you can open a dispute, we will issue a full refund to you first without any excuses. However, we sincerely hope you can repay if you eventually get the parcel after 45 days.

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

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