FAQ
Frequently Asked Questions

I would like to order, but do not wish to pay by credit card online.  Do you accept mail orders?
Yes.  Please email us your order at service@muscleskins.com.  Include item, size, color, seat, any pouch adjustments, your mailing address, and your preference for method of shipment.  We will email you an "order ticket" to include with your payment.  All payments must be made by Money Order in US funds.  Please note that economy-shipped mail orders do not generate functioning tracking numbers within the USA.  If you would like delivery confirmation, let us know before you order. 

Do I need a paypal account to order?
No.  During checkout you will see a "sign in" box for paypal.  You do not need to sign up for a paypal account.  To the left of the "sign in" box you will see an option to pay using your credit card or echeck.

I'm having trouble ordering online, is there a problem?
We recommend using Mozilla Firefox.  If you are unable to complete a transaction, please clear your browser cache and history.  Return to our website, then REFRESH your browser.  This usually clears any problems.  Please check your order for accuracy and duplicate items!

How long will it take to receive my order?
We ask for 7 business days to complete your custom built order.  Orders placed after 3pm Eastern Standard Time(USA) on Friday are processed on Monday.  We frequently complete orders more quickly, but we only promise shipment within 7 days.  Once shipped, your actual shipping time is determined by your shipping selection at the time you placed your order. (Please read info under our SHIPPING tab).  If you need your items more quickly we will TRY to accommodate you if possible.  If you paid by echeck, your order will not go into production until your check has cleared.  This usually takes 3-5 business days.....therefore production time is considered to be up to 12 business days from when you placed your order with an echeck.

It has been 7 business days and I have not received a shipment notification.
Check your junk mail folder, all shipping notifications are emailed from service@paypal.com.  In rare cases, orders may exceed 7 business days (during peak times or during private sales).  We will gladly give you the status of your order at anytime.  If you wish, we will gladly cancel and refund any incomplete items and ship the completed part of your order immediately.

Can I change my order after it is placed?
Yes.  You may change or cancel any part of your order up until the item is cut.  Once your item has been cut, no changes can be accepted.  Contact us as soon as possible at service@muscleskins.com.  During peak seasons our production staff may operate on weekends...DO NOT WAIT until Monday to contact us!

Can I change my method of shipping?
Yes.  You may change your shipping preference at any time up until your order has been processed for shipment.  Contact us at service@muscleskins.com.

I hate my order, it is too small.  Can I get a refund?
Sorry, no.  Luckily you only ordered one item... right?  All sales are final.  You designed the item, it's yours.  We ask that you limit your order to one item to test the fit before ordering multiple units.  If in doubt, always order a size larger than usual....Muscleskins are designed to fit very snug! Please note that swimwear with wider side widths fit more snugly....If you are pleased with a snug fit on a 1/2" suit in Medium, you may prefer a Large if you select 2" sides.

How do I exchange a defective item?
If your item is defective, please email us immediately for return instructions.  We will send you an email that you MUST print and return with any defective merchandise.  Once we receive the item, we will gladly replace it with the same item as per your original order.  Sorry, no changes are allowed.

How do I know how much to increase/decrease the pouch dimensions?
Do you consider yourself average?  Go with the standard pouch!  If you are larger or smaller than "average"  use your best judgment, but we recommend only reducing or enlarging by 1cm until you find your best fit.  Penis length alone is not the best determination of pouch adjustment.  You must take your entire package into consideration when ordering.  Until you are familiar with the design, we recommend limiting your first order to ONE item.

I have more questions, but am embarrassed to ask.
Don't be!  We've heard it all.  Jupiter is not easily embarrassed by questions.  Luckily he has a sense of humor too!

Why don't you respond to my emails?
We tried!  We answer all emails.  Please make sure you are able to receive emails from service@muscleskins.com.  Every now and then messages get kicked back to us as undeliverable.  If it keeps happening, give us an alternate email address to contact you.

What information do you need to help answer my questions regarding my order?
We only need to know the email address you used when placing your order and the approximate date of the order.  We do not need a receipt or transaction number.

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IMPORTANT Information regarding Shipping and Insurance!

(What do I do if I have not received my order?)

If you do not receive your order on a timely basis, please let us know!  If you did not purchase the optional Universal Shipping Insurance, there is little we can do to help you.  However, we sincerely appreciate knowing of any shipping problems so that we may pass the information on to our other customers.  We wish we could hand deliver all orders, but we can't.  We must trust the USPS and your national postal agency to do their job.  We recommend purchasing the optional shipping insurance located under our SHIPPING tab on all orders.  It is very rare that items are lost in transit, but it does occur!  Shipments to Russia, France, and South Africa have a higher incidence of being lost/stolen in customs than any other locations.  We provide functioning tracking numbers on all orders shipped within the USA when ordered online.  We provide "proof of shipment" (the number listed on your customs documents) for all international shipments.  If we can not provide our international customers with a "tracking number" that shows your shipment as "accepted" by our local USPS office, we will gladly reship your order.

I have not received my uninsured order, what can you do?

Sorry, we can't help you.  How many times on this page do we suggest purchasing insurance?  Orders shipped within the USA have a tracking number.  We suggest you contact the USPS to initiate a trace using your tracking number.  If your order was shipped outside of the USA, you'll have to wait and hope for the best.  It is not uncommon for items to be held in customs for an extended period of time.  It is rare that shipments are lost or damaged in transit,, but it does happen!

I have not received my INSURED order, what do I do?

Please let us know.  We will help you initiate a claim.  Domestic orders are usually insured directly from the USPS.  All international orders are insured through our 3rd party insurer, U-Pic.  We can not begin to initiate an international claim for you until 45 days after we posted your shipment. 

I was smart and purchased the optional Universal Shipping Insurance?  What do I need to do?

Orders shipped within the USA do not generate an insurance number, a claim can be filed using your tracking number.  If your order is shipped outside of the USA you will receive a SEPARATE email from service@muscleskins.com with your insurance number.  Please keep that email until your order has safely arrived!  You will need that number to file a claim!  We are unable to keep your insurance number for you.  If you need to initiate a claim, please email us and include your insurance number!

I know you posted all of this information suggesting insurance, but I didn't think I needed it.  I didn't purchase insurance, I haven't received my order, and I am not happy!  I want my money back and I'm going to file a dispute with PayPal!

We are very sorry you feel that way and even sorrier that your order has not been received.  Regardless of whether or not you purchased insurance, please let us know if you do not receive your order.  We will gladly offer you any reasonable advice or assitance.  If you ever have any dispute with your order for any reason, we ask that you contact us first.  However, by ordering from us you accept all terms and policies listed on our website.  We clearly state the risks of uninsured shipments (especially when shipped internationally).  If you decline the optional insurance, you do so at your own risk.  Additionally, we are ALWAYS happy to answer any questions regarding our products before you place your order.  Once a dispute is filed with your credit card company or paypal for non-receipt of an uninsured order, we will not accept future orders from you.  This policy is final and without exception.