Frequently Asked Questions


General Questions
 
Shipping Information
 

Installation

 

Payment & Ordering

 

Returns

 

Lifetime Replacement

 




GENERAL QUESTIONS

Q: What is iDEFENSE PRO?

A: iDEFENSE PRO is the next generation of clear protectors for your devices. It is the toughest scratch protection film in the world made of the same material used to protect military aircrafts and NASA space shuttles. iDEFENSE PRO has the ability to resist some of the highest level of abrasion. Durability combined with "self healing" technology makes iDEFENSE PRO truly scratch-proof.

The patented extra layer of oleophobic coating separates iDEFENSE PRO from the rest as it provides additional protection against finger prints, oils, smudges, and UV rays. iDEFENSE PRO is designed to provide lifetime protection, and will stay on for as long as you need the protection. If ever iDEFENSE PRO needs to be removed from your device, peeling it off is easy and does not leave a sticky residue on your device. With our Lifetime Replacement Guarantee and Changever Programme, iDEFENSE PRO is the clear choice for gadget and device protection!

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Q: Is iDEFENSE PRO the same product as the other expensive $25 'Invisible', 'Shield' or 'Guardz' Skin?


A: Yes, iDEFENSE PRO is the similar products which provides the full body maximum coverage but at very reasonable price. Besides, iDEFENSE PRO is using the latest and toughest film compare to the other brands.

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Q: How easy is it to install iDEFENSE PRO?

A: The iDEFENSE PRO is custom designed and pre-cut to fit your model perfectly, with the installation kits which provided in the package, the application of iDEFENSE PRO can be done easily. Besides, the Air-Hesive tech of iDEFENSE PRO will guarantee no bubbles during the application.

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Q: Do I really need to have my device turned off for 24 hours after installation?

A: Yes. This time allows iDEFENSE PRO to "set up" on your device properly. Also, this waiting period allows any moisture from the iDEFENSE PRO installation process to completely dry. We highly recommend turning off your device for this amount of time to avoid the risk of causing damage.

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Q: Is iDEFENSE PRO removable after being installed?

A: Yes. Removing iDEFENSE PRO from your device is easy. Just start from one corner and slowly peel back like a sticker.

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Q: Does iDEFENSE PRO leave residue after being removed?

A: No. The adhesive on iDEFENSE PRO's patented film material leaves no residue after being removed. Your device will be non-sticky and as clean as before iDEFENSE was installed.

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Q: Can I use my iDEFENSE PRO with a case?

A: iDEFENSE PRO is a thin film about .08 millimeters thick that goes on your device as if it's not even there. Your device can still fit most traditional cases after iDEFENSE PRO is installed.
 
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Q: Does iDEFENSE PRO obstruct the sensitivity of touch screens?

A: On top of providing maximum scratch protection, iDEFENSE PRO will not obstruct or alter the sensitivity of touch screens. iDEFENSE PRO is visibly clear and does not distort the images on your screen and can also help reduce the appearance of fingerprints on your devices.

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Q: What if my gadget or device is not listed in your site?

A:
We strive to design iDEFENSE PRO for the latest and most popular devices out there. If you do not find your device in our website, please contact us or sign-up for our newsletter for product updates.

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Q: What is the difference between regular screen protectors and iDEFENSE PRO?

A: Some companies may try to sell you screen protectors that come in multiple packs of 5, 10, 15, 100...or whatever. This just says a lot about their protectors - it's disposable. With these protectors, you only have one shot for installation, and if you mess up, the screen protector is ruined. Most of these protectors are made from weak plastic that doesn't really offer real protection. They scratch and the marks visibly stay on there, leaving your screen looking like it has scratches on it even with their protector on. Some crack, produce air-bubbles, or change clarity over time. Some are even made of brittle plastic with sharp corners that can scratch your screen!

iDEFENSE PRO is the next generation of film protectors - made from the same material used to cover helicopter blades and NASA space shuttles. iDEFENSE PRO offers true scratch protection. Just try scratching it with your keys. iDEFENSE PRO's "self-healing" technology prevents scratch marks from staying on the film's surface, keeping it looking glossy and new. Now that's real scratch protection!

Got some lint caught underneath or improperly aligned the screen protector during installation? While other screen protectors become ruined because of this, iDEFENSE PRO is removable, washable, and re-applicable during installation. iDEFENSE PRO provides maximum scratch protection like no other. Do not confuse iDEFENSE PRO with other screen protectors or knock-offs. There is only one iDEFENSE PRO!

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SHIPPING INFORMATION

Q: How much is shipping?

A: Shipping is FREE, Worldwide.

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Q: When will my order ship?

A: Most orders are shipped within 24 hours the order is received. Upon receiving your order, our staff will verify, locate, pack, double-check for accuracy, and ship out your package. We are proud to have one of the most efficient order processing systems in e-commerce. We strive to ship your order as quickly and accurately as possible.

Delays may occur if we cannot verify an address or have issues with processing a payment. In order to avoid this, please make sure that you have specified a valid shipping address, and all your payment information is correct before placing your order. One of our staff members will contact you by e-mail if a problem arises from an order.

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Q: Where is my tracking number?

A: Upon placing an order, we will send you an e-mail confirming your order number. When the order is shipped, you will receive another e-mail containing shipping confirmation and tracking number(s).

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Q: How will my order(s) be shipped?

A: We ship all orders worldwide by First Class Air Mail.

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Q: When can I expect my order(s) to arrive?

A: It usually takes 6-12 business days to arrive after the order has left our warehouse. The delivery time would vary from region to region and sometimes may be delayed due to customs. Please be aware that delays caused by customs are out of our control. Please contact your local post office for more information.

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Q: My order hasn't arrived. What should I do?

A: There are times when an order may have been delivered to the wrong address or the wrong person. Please check with your household members, neighbors, or co-workers for your package. Also check your order confirmation e-mail to see if your shipping address is accurate. If you notice a mistake, please contact our customer support immediately. It may also be a good idea to contact the local post office to get the status of your order.

If you still have not received your order after giving it some ample time to arrive, please contact us for assistance.

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INSTALLATION

Q: How do I install iDEFENSE PRO?

A: Instructions and installation kits are included in every package of iDEFENSE PRO.

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Q: Is it safe to install iDEFENSE PRO on my gadget or device?

A: Proper installation of iDEFENSE PRO is fairly safe and easy. The film material itself does not pose any harm to your gadget or device. Do not install a dripping wet film or apply liquid directly on your device. A thin amount of moisture on the film is all what is needed during the installation process.

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Q: I can't get my iDEFENSE PRO to stick on the corners. What should I do?

A: Try waiting for a few minutes to let the adhesive side to partly dry. This makes the adhesive side become more tacky and allow it to stick on the corners. TIP: you can also try "palming" the corner - holding the corner film in place with your palm for a minute or two until it dries in place.

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Q: How long do I have if I want to remove iDEFENSE PRO and reinstall it?

A: Within 3-5 minutes after installation. Please remember that the adhesive side becomes more tacky as it dries. Since it's possible that you might not get it right the first time (improper alignment, huge air-bubble, lint or dust caught underneath, etc.), remove the film within the given timeframe, preferably with wet fingers, and reapply as usual.

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PAYMENT & ORDERING

Q: What payment methods does iDEFENSE-Store.com accept?

A: iDEFENSE-Store.com accepts all major credit cards: Visa, Mastercard, American Express, and Discover. Your credit card is not charged until we process and ship out your order. Paypal and money orders are also welcome. If paying by check or money order, please contact Customer Service at support@idefense-store.com to make arrangements.

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Q: Do you accept Paypal?

A: Yes. We certainly welcome Paypal orders.

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Q: Your shopping cart won't process my order even with all the correct information. What should I do?

A: Make sure that you have enough funds/credit limit in your account before placing an order. Also, try contacting your credit card bank and verify that the address they have on file is correct. For your own safety, our check-out system requires a positive AVS match for the order to go through. AVS matches the billing address provided by the cardholder with the billing address on file with the bank that issued the card. If the AVS does not get a match, then the order will be rejected. This helps prevent unauthorized use of your credit card.

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RETURNS

Q: What is iDEFENSE-Store.com's return policy?

A: Customer satisfaction is our top-most priority. iDEFENSE-Store.com offers a 30-Day Money Back Guarantee on all our products for any reason, as long as the item is returned within 30 days from the date the item is received. Items must be returned with the original packaging and order invoice.

Unopened items can be returned for a full refund within the 30-day period. Opened items can be returned for a refund of the purchase amount minus a minimum of $3.95 restocking fee within the 30-day period.

The customer is responsible for all shipping costs related to returning the item back to iDEFENSE-Store.com. We are not responsible for packages lost by the shipping carrier used to return the item.

** The 30-day money back guarantee only apply to purchases made from iDEFENSE-Store.com. If you purchased your iDEFENSE product from a different retailer, please adhere to their own return policies.

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Q: How does my order qualify for a return?

A: All items purchased from iDEFENSE-Store.com qualify for a return for any reason within 30 days from the date the items are received. Shipping and handling charges are non-refundable. Please see the return policy above for details.

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Q: How do I return an item?

A: Please follow the instructions below to return an item under the 30-Day Money Back Guarantee:

1. Read the Return Policy carefully and make sure your item qualifies for return.
2. Make a copy of your original invoice and write the reason for return.
3. Pack the item, including its original packaging and order invoice, as described in the Return Policy.
4. Verify that the item being returned, original packaging, and order invoice are all included and send to us.

After receiving the returned item(s), we will verify it's contents, and credit the amount to your credit card less the non-refundable shipping and handling fees. Please allow up to 14 days after shipping the item back for the refund to appear on your credit card account. If you have not received an e-mail confirming your refund after 14 days, please contact support@idefense-store.com.

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LIFETIME REPLACEMENT

Q: What is iDEFENSE-Store.com's Lifetime Replacement Guarantee?

A: The purchase of iDEFENSE PRO includes a lifetime replacement guarantee. Yes, you read it right! We are confident that iDEFENSE PRO is the most durable and the only film protector you'll ever need. If ever a properly installed iDEFENSE PRO is scratched, torn, or damaged, just send it back with your proof of purchase and original packaging, and we'll replace it only for the cost of shipping and handling.

We want our customers to be fully satisfied with their purchases. Purchasing one iDEFENSE PRO and properly installing it to protect a particular device is all you'll ever need. We are sure that iDEFENSE PRO is the best, most durable film protector you'll find in the market. If it ever fails to do its job, then we'll replace it. It's that simple.

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Q: How do I qualify for a replacement?

A: Our Lifetime Replacement Guarantee applies to any properly installed iDEFENSE PRO that have become scratched, torn, or damaged while protecting your device.

** The replacement guarantee does not cover silicone cases, installation errors including air bubbles, dust or dirt caught underneath the iDEFENSE PRO, and improper alignment of the film on your device. Please follow the installation instructions carefully during the application.

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Q: How do I get a replacement?

A:
Please follow the steps below to receive your replacement:

Step 1: Replacement form
Fill out the product replacement form.

Step 2: Shipping your replacement
Your replacement is free of charge. A shipping and handling fee will apply for all replacements.

Step 3: Send back the original
Send back your original iDEFENSE PRO along with the order invoice/registration number once you receive the replacement. If you do not send back the original, that item will be void of the Liftetime Replacement Guarantee and be disqualified for any future replacements.

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Q: Why do I need to send the original back?

A: Not sending the original back after receiving your replacement voids the Lifetime Replacement Guarantee for that item and will be disqualified for future replacements.

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