FAQs

Account

How do I register an account?

In order to register the account, following steps needs to be performed:

  1. On the red top navigation menu bar click on “My Account”, and then click on the “Register” arrow icon in the bottom right hand corner.
  2. Type your email address and click on the “Register” blue rectangular icon.
  3. Subsequently you are taken on the “My Account” screen where you can edit your password and account details. At this point of time, the account is registered and a purchase transaction can be placed. Meanwhile you will receive an email with a temporary password which SkyNeck strongly recommends to be updated immediately.

Take the following steps to change the temporary password:

  1. Open the received email and then click on the “https://www.skyneck.com/my-account/” link.
  2. Upon clicking on the link, you are taken on the “My Account” screen, and next you need to click on the “edit your password and account details” link.
  3. Once the link is opened, copy and paste the temporary password, and then type a new password in text boxes below.
  4. Lastly click on the “Save Changes” blue icon.

How do I login?

Take the following steps to login:

  1. On the red top navigation menu bar click on “My Account”, and then you are taken on the main “Login” page.
  2. Type your username or email address and password.
  3. Lastly click on the “Login” blue icon.

How do I change the password?

Take the following steps to change the password:

  1. On the red top navigation menu bar click on “My Account”, and then you are taken on the main “Login” page.
  2. Click on the “Lost your password?” underlined blue link, and next you are taken on the main “Reset Password” page.
  3. Type your username or email address and click on the “Reset Password” blue icon.
  4. Subsequently you will receive an email with instructions to reset the password.
  5. Click on the “Click here to reset your password” link in the received email, and then you are taken on the final “Reset Password” page.
  6. Enter a new password in text boxes below.
  7. Lastly click on the “Save” blue icon.

How do I update my billing and/or shipping information?

First you need to login to update billing and/or shipping information. Once you login, take the following steps to edit billing and/or shipping information:

  1. On the main “My Account” page click on the “Edit” blue link of the “Billing Address” section.
  2. Upon clicking on the “Edit” blue link, you are taken on the main “Billing Address” page where new information must be entered.
  3. Lastly click on the “Save Address” blue icon.

Follow the steps above in the “Shipping Address” section to change the shipping information

Do I need to have a registered account to make a purchase?

No, you can make a purchase as a guest.

How can I contact the store to address my concern or ask a question?

Our contacts information are readily available on the website. Refer to the Contact page to select the most suitable phone number or the email address to reach us.

Payments

What is a payment platform used to process purchase transactions?

SkyNeck relies on PayPal as the payment platform to process purchase transactions. We strongly believe PayPal offers not only high security and great flexibility but also enormous convenience in placing online transactions.

Do I need to have a PayPal Account to make a purchase?

No, the PayPal Account is not required to make the purchase.

How to make a payment if I have no PayPal account?

Follow the steps to make the payment with no PayPal account:

  1. Click on the “View Cart” icon.
  2. On the main “Cart” page, click on the “Proceed To Checkout” blue icon.
  3. On the Main “Checkout” page, click on the “Proceed To PayPal” blue icon.
  4. Once on the “Choose a way to pay” page, click on the “Pay with a debit or credit card or PayPal credit” link and follow instructions to make the payment with no PayPal account.

What are payment methods accepted for online purchases?

Customers enjoy the convenience of paying by credit card and by PayPal online. We accept Visa, MasterCard, and American Express. Customers do not need a PayPal account to make a purchase.

We also offer online invoicing which is often used with special orders. Upon receiving an email from a Customer with identified products to be purchased, we email an online invoice to the Customer. The online invoice can be paid by credit card, PayPal balance, or bank account by clicking a button right in the invoice. Upon receiving the payment, we ship purchased products to the Customer.

Is the website safe to buy from?

We are 100% confident that www.skyneck.com is a highly secure website from which customers can place purchase orders with confidence.

We recognize the importance of the web security, and it is our primary objective to provide to customers a highly secure website with zero risk to perform financial transactions. The application of PayPal as the payment platform along with the utilization of PCI compliance, SSL, and SiteLock make www.skyneck.com an extremely reliable and secure website.

For more information about the web security refer to the Website Security page.

Is a debit card payment option available to place an order?

No, a debit card cannot be used to place an order.

Is a Wire Transfer payment option available to place an order?

Yes, we accept Wire Transfer payments.

First a Customer needs to email us with identified products to be purchased, and then we email the Customer our banking information along with the amount of money to be paid. Upon receiving the payment, we will ship purchased products to the Customer.

Is a Money Order payment option available to make a purchase?

Yes, we accept Money Order payments.

First a Customer needs to email us with identified products to be purchased, and then the customer is updated via email about the value of the Money Order to be sent to us. Upon receiving the Money Order, we will ship purchased products to the Customer.

Returns

What is the store return and exchange policy?

All purchased items, excluding Software, DVDs, and other Electronic Media, may be returned for full refund, exchange, or credit withing 30 days from date of purchase.

Who covers shipping costs when a merchandise is sent back to the store for return or exchange?

A customer is responsible for shipping costs when the merchandise is  sent back to the store for return or exchange.

Who covers shipping expenses when a defective merchandise is sent back to the store for return or exchange?

For the merchandise that SkyNeck verifies to be defective, the original shipping expenses along with the shipping costs of sending a defective item back to the store will be reimbursed when the item is returned or exchanged.

How long it takes to process a refund?

Upon our acceptance of merchandise in like-new condition, the refund will be processed within 7 business days.

Can I cancel an order?

Yes, the order can be cancelled via email. The order must be cancelled within 4 hours from the time it was placed.

Is a restocking fee charged?

Yes, SkyNeck charges the restocking fee of 15 % of the final purchase price.

Shipping

What are the primary shipping companies used to deliver purchased items?

We rely on two primary shipping companies:

  1. FedEx is the primary shipping company for international destinations.
  2. Canada Post is the primary shipping company for domestic destinations.

What are other shipping companies used to deliver purchased items?

SkyNeck rarely relies on shipping services from other companies. However, upon a customer request, we can always ship an order via a shipping company chosen by the customer.

Does the store offer free shipping?

Yes, SkyNeck offers free shipping.

Free shipping is only available for purchased items/orders in Canada and the US. Orders over $500, before all extra charges, are automatically approved for free shipping. Orders over $900, before all extra charges, qualify for multiple free shipments. Some restrictions apply to both amounts $500 and $900.

For more information about the free shipping policy refer to the Shipping page.

Is a handling fee charged?

No, SkyNeck does not charge the handling fee.

How are shipping costs calculated?

Our primary shipping companies, FedEx and Canada Post, have different shipping costs.

  1. FedEx – Shipping charges are automatically calculated via the FedEx API. Shipping charges are calculated in respect to a shipment packaged height, width, length, weight and max-weight.
  2. Canada Post – Standard shipping charge, a flat rate of roughly $8.00 USD, have been set out for this service.

For more information refer to the Shipping page.

How long it takes an order to be delivered to a customer?

The delivery of the order is made usually within 2-7 business days.

How do I know the order is shipped?

An email is sent out to a customer with an expected delivery date upon shipping the order.