FAQs

How can I place an order?

Placing an order for an Agent18 product is easy.  Our online store is safe and secure.  When you purchase for the first time, you will set up a customer account to make future purchases fast and easy.

Do you ship internationally?

Currently we only ship to the United States and Canada.  However, our products are available in Apple stores worldwide, and we are constantly working to expand availability.  Please keep checking our website, or sign up for our email newsletter to be notified of any changes.

How much is shipping?

We have a flat-rate $5 shipping policy for UPS ground, so no matter where you live in the US or Canada, or what you order, you need only pay $5.  We do offer other UPS shipping options for an additional charge.

After I’ve placed an order, how long will it take for me to get it?

Most orders ship within 1 to 2 business days.  After your order ships, you will be sent an email with the UPS tracking number.  (If you don’t receive this, please check your bulk or spam folder as sometimes the email can end up there.) 

My order status is Pending or Processing: is everything okay?

Yes.  After you place your order successfully you should receive a confirmation email that your order has been placed (you may want to check your bulk or spam folder).  Once the order ships, you will be sent a confirmation email with the tracking number.

My order has shipped, and I think I should have received it by now, but I haven’t.

When you track your order, if you find a problem or delay, please contact us and be sure to include your name, order number, and tracking number.

My bank account shows that I was charged twice!  Why did this happen?

If you attempted to order more than once (for example, if your card was first declined), often your bank will put a hold on your card for each attempted transaction, regardless of what went through on our end.  Also, some banks put a hold on a card twice to check availability of funds.  If you only placed one order but the extra charge doesn’t drop off once your case ships, please contact your bank or credit card company.

When will the EcoShield+ or EcoShield for iPhone 4 ship?

We expect the EcoShield for iPhone 4 to ship within the next one to two weeks [last updated September 1, 2010].  The EcoShield+ will begin shipping around the same time.

Which Agent18 case do I need for my iPod?

The shields vary in size so it is important that you select the correct shield.  If you are unsure which iPod you have, check apple.com/support/ipod or selfsolve.apple.com/agreementWarrantyDynamic.do to find out which model you own, or email Agent18 directly.

Can I use the same shield for my iPod touch 2G and iPod touch 3G?

Yes, the second and third generation iPod touches are the same size.

Can I use the same shield for my iPhone 3G and iPhone 3GS?

Yes, the iPhone 3G and iPhone 3GS are the same size.

Can I use the same shield for the new iPod Classic and the old iPod Classic?

No.  The new iPod Classic differs in size slightly from the old iPod Classic.  If you have a new iPod Classic you should order the ClassicShield for iPod Classic.  If you have an older model of the iPod you most likely need the Classic Kit for 160 GB.  If you are uncertain what to order, please contact us.

How do I remove my Agent18 shield?

To remove your snap-together (front/back) case:

On the top corner of your shield you’ll find a small slot.  Insert a coin partway into the slot and give it a twist.  The two pieces of your shiled should pop apart without much effort.

To remove your back-only case:

Hold the case in one hand so that your thumb is covering the open space on the left side of the case (on top of the voume button).  With your other hand, pull the bottom left corner of the case away from the iPhone.  With the bottom corner of the case loose, pull the top corner of the same side away from the iPhone.  The case will pop off.  Or watch this video.